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Grammar Competence Assessment of Call Center Agents

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Grammar Competence Assessment of Call Center Agents
GRAMMAR COMPETENCE ASSESSMENT OF CALL CENTER AGENTS AS PERCEIVED BY SELECTED BPO SUPERVISORS IN CAVITE: A BASIS
FOR AN INTENSIVEENGLISH GRAMMAR TRAINING PROGRAM

Undergraduate Thesis
Submitted to the Faculty of the
College of Economics, Management and Development Studies
Cavite State University
Indang,Cavite

In partial fulfillment of the requirement for the degree
Bachelor of Science in Business Management

Elger C. Bataller
Remevil P. Caguitla
April 2015
GRAMMAR COMPETENCE ASSESSMENT OF CALL CENTER AGENTS AS PERCEIVED BY SELECTED BPO SUPERVISORS IN CAVITE: A BASIS
FOR AN INTENSIVEENGLISH GRAMMAR TRAINING PROGRAM

Elger C. Bataller
Remevil P. Caguitla

An undergraduate thesis proposal submitted to the faculty of the Department of Management of College of Economics, Management and Development Studies, Indang, Cavite. In partial fulfillment of the requirement for the degree of Bachelor of Science in Business Management with contribution No. _________. Prepared under the supervision of Ms. Rowena Noceda.

INTRODUCTION

Unquestionably, English proficiency is a significant skill of every call center agent. Success in the industry can be measured how strong a person can deliver the English language. Most critical part of hiring process in the call center industry is the reliability and accuracy in English proficiency specifically in grammar. However, grammar competence of call center agents need to be further assessed while there are increases in the industry population. Although the Philippines is considered as location of choice for call center industry and global player in the BPO market, level of competitiveness in English grammar is essential. By determining the grammar lapses though the use of articles, prepositions and verb tenses, a new proposal can be formulated for an Intensive English Grammar Training Program for the next Call Center Agents. This paper will present an overview of findings and preliminary
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