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

This 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