Communication Challenges in Business Process Outsourcing (BPO) Industry: Input to English for Specific Purposes (ESP) for BPO Agents

Marcelito A. Bugay, Merry Ruth M. Gutierrez
2020 The Normal Lights  
A plethora of Filipinos who work in the Business Process Outsourcing (BPO) Industry face communication challenges in interacting with Americans. This study identified the oral communication challenges that deviate from the standard American English. The results were used as basis for input to English for Specific Purposes (ESP) program for BPO agents. Six trainees/agents working in the BPO industry were purposively selected based on the following criteria: lower than 90% quality evaluation
more » ... s given by the onshore quality analysts, exuded communication challenges on their calls, have been working in the BPO industry for at least one year, and are part of the three-week nesting process. Results revealed that the oral communication challenges of the trainees/agents are focused on pronunciation, syntax, and phrase/sentence construction. Thus, assessment and evaluation of varied teaching methods and techniques must be done to address the challenges in English proficiency.
doi:10.56278/tnl.v14i1.1502 fatcat:zizsmwre3rckfj55em2xbfobeu