It’s not all about language ability: motivational cultural intelligence matters in call center performance


Autoria(s): Presbitero, Alfred
Data(s)

01/01/2016

Identificador

http://hdl.handle.net/10536/DRO/DU:30080756

Idioma(s)

eng

Publicador

Taylor & Francis

Relação

http://dro.deakin.edu.au/eserv/DU:30080756/presbitero-itsnotall-inpress-2016.pdf

http://doi.org/10.1080/09585192.2015.1128464

Direitos

2016, Taylor & Francis

Tipo

Journal Article

Resumo

his study focuses on the role of motivational cultural intelligence (CQ) in call center performance. Call centers mainly rely on verbal communication with language ability playing a significant role in delivery of tasks. This study argues that motivational CQ, or the interest and efficacy when interacting with individuals from culturally diverse backgrounds, plays a significant role in call center performance. This study was conducted in the Philippines, one of the top destinations for offshore services like call centers. Studies were conducted at two time points to determine the relationship between language ability, motivational CQ, and task performance. At Time 1, the language ability of 125 call center agent applicants was determined and assessed. At Time 2 which was conducted six months later, performance data were obtained and the level of the motivational CQ of the respondents measured. Results show that language ability is positively and significantly related to task performance. However, when motivational CQ was included, the relationship between language ability and task performance became non-significant, which conveys the full mediating role of motivational CQ in that relationship.

Palavras-Chave #language ability #motivational cultural intelligence #task performance #call centers