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

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.

Cultural intelligence (CQ) in virtual, cross-cultural interactions: generalizability of measure and links to personality dimensions and task performance

Previous studies have focused on investigating CQ in face-to-face contexts but very few have assessed CQ in virtual, cross-cultural interactions. This study highlights the relevance of cultural intelligence (CQ) as an intercultural capability in cross-cultural communications that are virtual. This two-study research (study 1: n = 274; study 2: n = 223) conducted in call centers in the Philippines (a) assesses the generalizability of the four-factor CQ model (i.e., cognitive, metacognitive, motivational and behavioral CQ) as applied in the virtual context and (b) tests the relationship between CQ, personality dimensions (i.e., openness to experience and extraversion) and supervisor’s ratings of task performance. Study 1 results show that the structural validity of the four-factor CQ model was supported with minor issues in some ofthe items indicating the need to modify the CQ measure when utilized in the virtual context. Study 2 results show that CQ is positively and significantly related to openness to experience and extraversion. In addition, results show that CQ predicts task performance highlighting the importance of developing CQ among call center representatives and other working professionals who virtually engage and interact with clients and customers from culturally diverse backgrounds.

Prediction intention to quit in the call centre industry: does the retail model fit?

Purpose – Models of workplace turnover are rarely assessed in contexts other than that in which they were developed. This reduces their generalizability and their usefulness in providing managers with guidance as to what they might do to reduce workers intentions to quit. The purpose of this study is to test a model derived from a study of shop floor retail salespeople in the call centre environment.

Design/methodology/approach – A questionnaire measuring the variables in the model was completed by 126 call centre representatives recruited from 11 call centres in Melbourne, Australia.

Findings – Although the model was supported, the interactions among the variables differed. In particular, stressors played a bigger, albeit indirect, role in the intention to quit.

Practical implications – Call centre managers need to consider carefully the aspects of the work environment that may be stressful. If appropriately addressed, turnover may be reduced, and productivity increased.

Originality/value – This paper demonstrates that the model of turnover derived from shop floor salespeople is generally robust in the call centre setting. It provides management of call centres with some guidance as to the factors associated with turnover and areas that can be addressed to reduce it.

Statutory injunction - call for amendment to s 1324 of the Corporations Act

It is well documented that s 1324 is a useful tool for restraining a person from engaging in conduct that contravenes the Corporations Act 2001 (Cth). Without examining the provision, one tends to agree with that statement. In practice, however, the provision does not often provide the outcome that is expected. The author argues that the lack of use of s 1324 is due to the uncertainty and ambiguity in the application of the provision. Unlike with ASIC, the test that a person must satisfy when applying for an injunction is not clear cut. Whether damages could be claimed under s 1324 in place of an injunction is also unclear. The article sets out to argue that some integration with the equitable principles is vital for the survival of s 1324, as injunctions are traditionally a remedy conferred in equity and the Parliament has adopted the concept.

The narrative of evaluations: medically supervised injecting centers

Medically supervised injecting centers, or drug consumption rooms are officially sanctioned places where people can inject or smoke illegal drugs in hygienic conditions and under supervision. Their ostensible purposes are to protect the health of drug users and contain the nuisance potential of open drug markets. This article argues that the debates and arguments supporting the establishment and existence of medically supervised injecting centers follow four interweaving narratives. These narratives can be characterized as (1) Caring and humanitarian (2) Elimination of public nuisance (3) Governance of the drug-using subject (4) Neo-liberal, utilitarian, and bureaucratic. These narratives alternatively combine and oppose each other. This means that the analysis of the benefits and problems with such initiatives depends on the perspective of the actors involved and the claims made for their effectiveness.

`Don`t call me sweetie!` patients differ from nurses in their perceptions of caring

Effective nursing care relies on congruent nurse-patient perception of needs. This study used Q methodology to compare nurses' and patients' perceptions of important nursing care behaviour. Q methodology applies statistical analysis to qualitative data through a technique of comparative rating using a forced choice format. The Care Q Sort, comprising fifty statements of nursing behaviour, was administered to nurses and patients from medical wards. Participants ranked the nursing behaviours from most to least important. Analysis was completed on 74 rankings. There was agreement for many behaviours but bimodal distributions for nurses' scores for some statements which may be attributable to different professional levels. An additional open comments section provided an experiential dimension to the research results. The findings will inform nursing practice and patient care planning.

Why don`t you give me a call?

In a mature mobile phone market, dollars still drive consumers’ decisions, write Gennadi Kazakevitch, Luba Torlina and Sharon Hendricks.

Species-specific characteristics and individual variation of the bark call produced by male Australian fur seals (Arctocephalus pusillus doriferus)

Australian fur seals Arctocephalus pusillus doriferus are colonial breeding animals forming dense social groups during the breeding season. During this time, males establish and defend territories through physical conflicts, stereotyped posturing and vocalisations. While vocalisations are suggested to play an important role in male recognition systems, it has received little attention. Recordings of nine adult male Australian fur seals were made during the 2000 and 2001 breeding seasons at Kanowna Island (39° 10’S, 146° 18' E), Bass Strait, Australia. The in-air bark vocalisations of territory-holding males were used to characterise the Bark Call and to determine whether males produce individually distinct calls, which could be used as a basis for vocal recognition. Seventeen frequency and temporal variables were measured from a total of 162 barks from nine individual males. The Bark Series was more reliably classified (83%) to the correct caller compared to the Bark Unit. This was assigned with less certainty (68%), although the classification was still relatively high. Findings from this study indicate that there is sufficient stereotypy within individual calls, and sufficient variation between them, to enable vocal recognition in male Australian fur seals.

Individual variation in the pup attraction call produced by female Australian fur seals during early lactation

Otariid seals (fur seals and sea lions) are colonial breeders with large numbers of females giving birth on land during a synchronous breeding period. Once pups are born, females alternate between feeding their young ashore and foraging at sea. Upon return, both mother and pup must relocate each other and it is thought to be primarily facilitated by vocal recognition. Vocalizations of thirteen female Australian fur seals (Arctocephalus pusillus doriferus) were recorded during the breeding seasons of December 2000 and 2001, when pups are aged from newborns to one month. The pup attraction call was examined to determine whether females produce individually distinct calls which could be used by pups as a basis for vocal recognition. Potential for individual coding, discriminant function analysis (DFA), and classification and regression tree analysis were used to determine which call features were important in separating individuals. Using the results from all three analyses: F0, MIN F and DUR were considered important in separating individuals. In 76% of cases, the PAC was classified to the correct caller, using DFA, suggesting that there is sufficient stereotypy within individual calls, and sufficient variation between them, to enable vocal recognition by pups of this species.

Full house theory: A new theory for assessing demand for arts centers

In this article I will establish an underpinning theory to apply in measuring demand for a new arts center (theater, museum, gallery, multipurpose space, tourism destination, or cultural precinct). The new theory is called "Full House Theory"-so called because it aims to provide an equation among the factors that result in maximum occupancy and use of an arts center or cultural facility. Existing theories used in the retail sector offer a distance-and-time analysis of expected customer demand but do not include differentiated product-demand analysis. Cultural planning literature examines community need in relation to cultural development but fails to provide a formula to predict sustainable demand. In addition, I will analyze the theories and methodologies in current use as well as their weaknesses in assessing cultural facility demand.

Placing teachers? Sustaining rural schooling through place-consciousness in teacher education

This paper explores two seemingly disparate areas of social inquiry: teacher education and the sustainability of rural communities in Australia. It suggests that these may be usefully understood in close connection with each other, and that healthy rural communities may be supported via reform of the ways in which teacher education prepares graduates for teaching in rural schools. In making this argument we claim that consideration and consciousness of place are important for all teacher education curricula, not merely that on offer in rural and regional centers. We call for metropolitan-based teacher education institutions to consider curriculum practices that take a more active role in fostering healthy and productive rural communities through place-conscious approaches to pedagogy (Gruenewald, 2003). At the center of this call is a concern to ensure the provision of high-quality education for children in rural families and the need for well-trained teachers who are personally and professionally equipped to address the educational needs of their communities.

Ambulance call triage outcomes for patients reporting pain : a retrospective cross-sectional analysis of pain score versus traige level

Objective: To identify any association between the response priority code generated during calls to the ambulance communication centre and patient reports of pain severity.

Methods: A retrospective analysis of patient care records was undertaken for all patients transported by paramedics over a 7-day period. The primary research interest was the association between the response code allocated at the time of telephone triage and the initial pain severity score recorded using a numeric rating scale (NRS). Univariate and multivariate logistic regression methods were used to analyse the association between the response priority variable and explanatory variables.

Results: There were 1246 cases in which both an initial pain score using the NRS and a response code were recorded. Of these cases, 716/1246 (57.5%) were associated with a code 1 ("time-critical") response. After adjusting for gender, age, cause of pain and duration of pain, a multivariate logistic regression analysis found no significant change in the odds of a patient in pain receiving a time-critical response compared with patients who had no pain, regardless of their initial pain score (NRS 1–3, odds ratio (OR) 1.11, 95% CI 0.7 to 1.8; NRS 4–7, OR 1.12, 95% CI 0.7 to 1.8; NRS 8–10, OR 0.84, 95% CI 0.5 to 1.4).

Conclusion: The severity of pain experienced by the patient appeared to have no influence on the priority (urgency) of the dispatch response. Triage systems used to prioritise ambulance calls and decide the urgency of response or type of referral options should consider pain severity to facilitate timely and humane care.