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

journal contribution
posted on 2017-01-01, 00:00 authored by Alfred PresbiteroAlfred Presbitero
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

History

Journal

International Journal of Human Resource Management

Volume

28

Pagination

1547-1562

Location

Abingdon, Eng.

ISSN

0958-5192

eISSN

1466-4399

Language

English

Publication classification

C Journal article, C1 Refereed article in a scholarly journal

Copyright notice

2016, Taylor & Francis

Issue

11

Publisher

ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD