Abstract

This study evaluated how call center agents manage their emotions when interacting with customers with different emotional states. The coping mechanisms employees develop through experience can impact their communication and satisfaction with customer service. A study was conducted using a descriptive-correlational design in three Business Process Outsourcing companies in Cebu City, Philippines. The study aimed to determine employees' agreement and effectiveness in self-awareness, self-management, social awareness, and relationship management. An online sample size calculator was used to gather data, and 150 respondents were chosen out of 243 call center agents. The data was analyzed using simple frequency, percentage, weighted mean, and ANOVA type III. The study indicates that age is crucial in the respondents' self-management (F ratio= 3,146, p= .412). This suggests that BPO employees become better at managing themselves as they get older. Additionally, the study respondents' monthly income significantly impacts their social awareness level (F ratio= 5,144, p= .040). This means that those with higher incomes tend to have greater social awareness than those with lower incomes. The BPO industry should prioritize candidates with high emotional intelligence during hiring. They can better adapt to the fast-paced work environment. Graveyard shift workers should receive higher wages and benefits. Employees should attend workshops on management, leadership, and emotional intelligence. Annual team-building events should also be considered for a positive work environment.