September 2018 Vol.6 No.9

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Sumalinog GG

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Original Research Article

Real English Language Test for ESL Speakers: The Case of the English Majors Employed as Call Center Agents

Gino G. Sumalinog

Instructor, Cebu Normal University, Cebu City, Philippines

E-mail: sumalinogg@cnu.edu.ph

Accepted August 14, 2018

Abstract

The booming of the different BPO industries in the Philippines has provided ample job opportunities and brought real English environment for Filipinos to improve their English skills. This study investigated the lived experiences of the ten (10) call center agents, who were English majors and were recent graduates from three different universities in Cebu, Philippines. Using the phenomenological research design, performed through interviews and focused group discussion, the following themes merged: a) Challenges Encountered by the Agents in the Call Centers; and b) Advantages that Agents Get from their Call Center Job. The study revealed that the participants had challenges as call center agents caused by language barriers, irregular shifting of work schedules and health problems. In the lighter sense, the agents also enjoyed some advantages in the workplace. They improved their communication skills especially their accent and pronunciation, boosted their self-confidence, gained exposure to the culture and ways of their customers and earned a higher salary. In general, the agents considered the job as both beneficial and disadvantageous. Based on the gathered information, the researcher recommended that schools may expose students to the different accents, pronunciation and provide them with authentic English environment for the improvement of their English skills.

Keywords: Call center agents, real English language test, ESL speakers