Non-cognitive measures of emotional and social intelligences and grit and their influence on work behavior among inbound call center agents in IT-BPO companies in Davao Region
Keywords:
inbound call center agents, emotional intelligence, social intelligence, grit, work behavior, business process outsourcing, PhilippinesAbstract
This study explored the influence of emotional intelligence, social intelligence, and grit on the work behavior of inbound call center agents employed in selected IT-BPO firms in Region XI. Guided by Goleman’s Emotional Competence Framework, the Tromsø Social Intelligence Scale, and Duckworth’s Grit Scale, the study utilized a quantitative-correlational design to examine the predictive relationship among these psychosocial constructs. Data were gathered from 400 respondents across six IT-BPO companies and analyzed using correlational and stepwise multiple regression procedures. Findings revealed that all three variables—emotional intelligence, social intelligence, and grit—were significantly associated with work behavior. However, only emotional intelligence and grit emerged as significant predictors of work behavior in the final regression model. These results underscore the critical role of emotional regulation and perseverance in shaping productive workplace behavior among call center professionals. The study contributes to the growing body of organizational behavior literature by highlighting the psychological competencies that underpin effective employee performance in high-stress service industries.
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