IMPACT OF CONTACT CENTER SERVICE ON THE CONFIDENCE LEVEL OF SELECTED GRADE 12 HUMANITIES AND SOCIAL SCIENCE AT IMMACULADA CONCEPCION COLLEGE

Abstract

This study explores how training for contact center services affects the confidence of Grade 12 Humanities and Social Sciences (HUMSS) students at Immaculada Concepcion College (ICC). Many students feel nervous about talking on the phone and speaking English, which negatively impacts their social, mental, and physical well-being. Strong communication skills, particularly confidence, are crucial for success in contact center jobs.

This research uses surveys and interviews before and after the training to foresee if there are improvements in their confidence level. The results indicate that students spoke more comfortably and felt more self-assured after the training.  This means that training can help students prepare for future employment. The study underscores the importance of hands-on learning in high school to enhance student confidence and overall success. This non-experimental quantitative research examines the impact of contact center service training on the confidence of Humanities and Social Sciences (HUMSS) learners. The study aims to determine the significance of such training in enhancing students' confidence levels.

This approach was chosen for its effectiveness in capturing nuanced shifts in confidence among Grade 12 HUMSS students. Using a stratified convenience sampling technique, 170 students from ICC were carefully selected, ensuring diverse representation across different sections of the HUMSS strand. The researchers found that some learners were already confident in undergoing contact center service training. Out of the 170 selected respondents, survey results from a researcher-made questionnaire indicated that training positively impacted their confidence. 

Participants demonstrated a remarkable increase in self-assurance, showing greater assertiveness and proficiency in speaking. Post-training surveys revealed a significant improvement in how participants perceived their communication abilities, with a majority reporting increased confidence. These findings highlight the crucial role of hands-on training in enhancing student confidence and preparing them for future careers. It was observed that HUMSS 1-5 comprised 33%, followed by HUMSS 6-11 with 33.7%, and lastly, HUMSS 12-16 with 33.5%, totaling 100%. Most Humanities and Social Science (HUMSS) Learners strongly agreed with the Impact of Contact Center Service Training on the Confidence Level of Selected Grade 12 Humanities and Social Science (HUMSS).