HEALTHCARE IT BPO CALL CENTER NON-VOICE AGENT

PERFORMANCE AND REWARDS MANAGEMENT SYSTEM

A Thesis Proposal

Presented to the

School of Information Technology

Mapua Institute of Technology

In Partial Fulfillment

of the Requirements for the Degree

Bachelor of Science in Information Technology

  

by

Aaron John Marquez

Sean Mikael Rances

John Eduard Jayag

January 2023

          
 Table of Contents

Abstract 3

Chapter 1 4

INTRODUCTION 4
Background of the study 4
Reference Studies 7
Employee Performance Targeted System to Support Work Performance Assessment 7
Designing Employee Performance Monitoring Dashboard Using Key Performance
Indicator 8
Web-Based Employee Performance Assessment System in Indonesia 9
Gap Analysis 10
Research Question 11
General Objective 11
Specific Objectives 11
Scope and Delimitations 12
Non-Voice Agent Activity 14
Reward System Business rules 15
Significance of the study 16

Chapter 2 17

REVIEW OF RELATED LITERATURE 17

Call Center Employee Performance Monitoring 17
Impact of Employee Performance Monitoring Systems 18
Call Center Key Performance Indicators 19
Employee Motivation 21
Rewards System 23
Non-Voice Contact Center Agents 24
Related Systems 25
Voice of the Employee 25
LiveAgent 26
Evaluagent 26
Twilio Flex 27
Benchmarking 29

Chapter 3 31

Methodology 31
Research Design 31
Study area and Target Population 31
Research Respondents 32

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 Reseach Instrument 32
Data Gathering 33
Samples and Sampling techniques 33
Statistical Treatment 33
Requirments gathering and analysis 36
Manager Process Average Turnaround Time 38
Functional Requirements 38
HARDWARE/SOFTWARE REQUIREMENTS 40
HARDWARE REQUIREMENTS 40
SOFTWARE REQUIREMENTS 40
Existing Process Flow 41
Proposed Process Flow 42
Process Rules 43
Design 44
Activity Diagrams 44
Network Architecture 52
System Architecture 55
Database Design 56
Development 57
Testing 84
Maintenance 86

Chapter 4 87

Results and Discussion 87

Stress Test 87
Hosting 88
Functionality Testing 90
Software Requirement Priority 90
Requirements Traceability Test (RTM) 91
Test Suites 93
Admin Test Suites 93
Survey Results 119
User Acceptance Testing 121

Chapter 5 125

Recommendation and Conclusion 125

Conclusion 125
Recommendations 126

References 127

Appendix 133

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 Abstract

The call center industry within the Philippines has been seen continuously growing

throughout the years to the point that it overtook India as the world’s call center capital.

Non-voice agents are a type of call center agent that do tasks that do not require them to talk on

the phone or answer to any queries yet they are still able to help the business. Performance

management is often done within the industry as it helps the manager understand what areas the

employees are having difficulty in and if coaching is necessary. However, with the number of

agents that they are handling, it makes it difficult for the manager to pull up files and keep track

of their agents. Therefore, a platform that monitors and manages the performance of their agents

in an efficient and easier manner is needed. The study aims to develop a web application to be

used by the chosen Healthcare IT BPO call center manager in monitoring and tracking the

performance assessments, eligibility for monthly and annual rewards, and the amount of

subsequent disciplinary actions for their non-voice agents. The researchers utilize PHP and

MySQL in developing the web application. The system was stress tested which showed that it

was capable of handling multiple hosts and functionality tested which showed that all its

functions were working properly. 85.55 or “Excellent” was the score given by the respondents

who used the application after calculating the results of the survey. The study concludes that the

system developed for the company provided a platform to effectively manage their agent’s

performance and eligibility for rewards.

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 Chapter 1

INTRODUCTION

Background of the study

One of the most rapidly growing industries in today's developed world is the Call Center

industry [1]. The Philippines is viewed by many foreign investors as one of the most viable

locations to place their call center operations because of the Filipinos’ proficiency in the English

language [2]. The Philippines’ call center industry is robust and has been

continuously growing. The Philippines overtook India as the world’s call center capital, and it

retains that position as the industry continues to expand. The call centers are located across the

country. They primarily represent large American, other West-based businesses and other smaller

firms that need company representations over the phone. The majority of these call centers

operate 24 hours a day and seven days a week, and most of the work shifts are in the evening to

cater to international clients’ needs from countries with different time zones [3].

The position of a call center agent holds a lot of duties and responsibilities namely

answering incoming calls and responding to customers’ emails, providing product and service

information to customers, researching required information using available resources, and

following up customer calls where necessary to name a few [4]. Non-voice agents in particular

help in assigning individuals to address queries or questions without answering calls or

face-to-face contacts can help businesses deal with the daily number of consumer problems.

Non-voice workers can be assigned in your organization's back office to give professional

support, such as administrative tasks and other relevant disciplines, in addition to communicating

with consumers [5]. Business Process Outsourcing can further be sorted as “Voice based

Business Process Outsourcing (BPO)” and “Non-voice based Business Process Outsourcing

4
(BPO)”. Nature of Work at Voice-Based is generally to provide support and product information

to customers, via telephone and mail, fax, or email. As a result, working at the call center

includes not only participating in phone calls but also dealing with various types of interactions.

Work done by the non-voice agent in the world of healthcare is through the use of transcription.

Medical transcription work is to prepare a medical report (paper) based on the physician's

recorded message about the patient's diagnosis and treatment. This recorded message is

transcribed by a medical transcriber through attentive listening and processes the data on a word

processing as a medical document. The transcribed document undergoes two to three editing

steps by professional consultants and experienced transcribers. This medical report is then

transmitted to doctors via satellite [6].

The University of Villanova [7] states in their article that performance evaluation is a

review of how well an individual performs their assigned works and duties. They also state that

the importance of making these employee evaluations are so that the companies that they are

working for establish and communicate employee and manager expectations. These reviews are

used as the driving force for employees to continue on and improve their current skill set to meet

the needs of their assigned work and duties. Lotich [8] states that employee performance

evaluations are done because they are a tool that is used to develop, encourage, and engage the

talents and skills of their employees. When performance management is carried out satisfactorily,

it benefits both human resources and organizations. The main benefits of effective performance

management include clarifying job responsibilities and expectations, increasing individual and

group productivity, developing employees' capabilities to their full extent through operational

feedback and coaching, stimulating one's behavior in alignment with the organization's strategy,

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goals, and values, and providing the foundation for operational human capital decisions, such as

pay and remuneration [9].

Performance management is especially crucial in call centers, where agent churn ranges

between 30 and 45 percent. The most typical reasons for agent turnover are that individuals are

not suitable for the job and that there are problems with supervisors. Supervisors play an

extremely significant function in the call center; they are in charge of motivating agents and

fostering a positive work atmosphere. However, because contact center managers must also

satisfy aggressive key performance indicators, they can lose sight of the importance of

developing, supporting, and motivating their agents. It is not uncommon for employees to feel a

minor reduction in engagement and motivation over a period of time in their professions.

Micromanagement, for example, can contribute to this decrease. In addition, a structured

workforce performance plan can assist to reverse that tendency and boost agent productivity by

encouraging ongoing workforce engagement as the agent aspires to take on new tasks, meet and

exceed objectives, and reap the benefits of the collaborative environment that has been

established [10]. Furthermore, An efficient performance management system prepares new

employees to succeed so that they can contribute to the success of your company. Human

resource management practices such as empowerment, trainings, and rewards, would help

improve service performance among the employees [11].

Employee rewards and recognition play an important role in overall employee

performance. If the companies will not take it seriously, then it might lead to negative

consequences. On the other hand, job stress also plays a vital role in employee performance [12].

A study in 2020 by Noor et al. illustrated the importance of employee motivation and how

rewards and recognition influence this as well as their performance in work. The goal of the

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study was to recognize the effects of recognition programs and to show that appreciating and

rewarding employees influence their overall productivity in the workplace. The findings of their

study indicated that low employee motivation is caused by poor rewards systems implemented

by the company. Moreover, the study also concluded that employees wanted improvement on

recognition for their hard work aside from the rewards system [13]. Asif and Nisar stated in their

2021 study that rewards, monetary and non-monetary, are one of the essential factors that

influence employee retention. They stated that employees need motivation for their efforts which

can be done through incentives like salary raises and/or recognition. The findings of their study

support the positive effect of rewards on employee retention [14].

Reference Studies

Employee Performance Targeted System to Support Work Performance Assessment [15]

Evaluation of the staff training program work is a set of activities that are carried out to

assess the quality of work or an employee's performance. The goal of this study is to explore the

creation of an employee performance objective data management system known as SKP. The

employee Performance Target Management system was designed utilizing the LARAVEL

Framework's Model-View-Controller (MVC) architecture and is a web application that is used to

provide convenience towards the people who manage and handle employee performance every

month. The study reported that having a performance management approach in management and

human resources development that aims to gain organizational development in the long run,

especially performance management appraisal systems that can be used to employ management

of individual employee performance within a certain period of time can definitely improve

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performance. Individual performance will almost always lead to improved organizational

performance.

Figure 1.1 Screenshot of SKP user interface

Designing Employee Performance Monitoring Dashboard Using Key Performance

Indicator [16]

With the growth of technology in this era of digitalization, companies and organizations

must adapt to technologies used especially to monitor employee performance. The study aims to

improve the process of using spreadsheets when computing and evaluating employee

performance through the use of a dashboard monitoring alongside key performance metrics. A

database is created alongside a use case diagram that was used to create the system model. The

study concluded that the utilization of dashboard monitoring systems helps to get information

about performance, and is an efficient way of performance monitoring since it is easier for users

to see all the data regarding each performance metrics used in the study.

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 Figure 1.2 Input KPI Form

Figure 1.3 Chart Parameters

Web-Based Employee Performance Assessment System in Indonesia [17]

The scenario and conditions of ISP service competition between firms are becoming

more difficult in the current era of globalization, whether it is competition between local

companies or competition between overseas corporations. To overcome competition, an

innovation of the company PT. Wifiku, a company in Indonesia, through performance evaluation

is conducted. The web application consists of the main page, information page, input page, and

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user data page with input fields employees can use to input employee id, name, address, data of

birth, etc. The process results page, included in the web application, is where the results from the

Analytical Hierarchy Process are displayed. The web application also includes data input forms,

attendance data, and assessment reports which are stored in the storage media through the

database made with MySQL. The study concluded that the implementation of an employee

assessment system with Analytical Hierarchy Process (AHP) is able to help the managers of the

company in the process of choosing employees that receive incentives.

Gap Analysis

An interview was conducted with the chosen Healthcare IT BPO company to determine

the process of how they assess the performance of their non-voice agents. A quality manager

gathers data on the non-voice agent's attendance, productivity, and quality of work. This data is

then used to assess the performance of the non-voice agent for that specific day. Once their shift

is over, the quality manager sends a file to the manager containing the performance assessment

of each non-voice agent under them. The manager sends the individual performance assessments

to their non-voice agents via email so that they may view it and be aware of their performance.

This process is repeated to determine whether a non-voice agent is meeting the company

standards and is eligible for rewards or not. If a non-voice agent is unable to meet the company

standards by the time a monthly or annual performance assessment is published, that agent will

receive disciplinary action which involves different levels depending on how many subsequent

times they’ve been unable to pass the company standards.

Based on the current system the company uses, they do not possess a way for the

manager to easily track the previous performance assessments of their non-voice agents, track

10
the amount of subsequent disciplinary actions a non-voice agent receives, and track the eligibility

of a non-voice agent for monthly and annual rewards as these are all information that is stored in

different documents. This problem makes it difficult for the manager to accurately identify where

their non-voice agents are lagging behind in their performance, identify whether their

performance meets the company standards which would merit rewards, identify where their

non-voice agents are improving in their performance, and identifying if the non-voice agent has

recovered from their previous disciplinary actions.

Research Question

How will the web-based application aid the Healthcare IT BPO call center manager's of

non-voice agents in tracking and monitoring their performance assessments, eligibility for

monthly and annual rewards, and the amount of subsequent disciplinary actions they have

received?

General Objective

The study aims to develop a web application to be used by the chosen Healthcare IT BPO

call center manager in monitoring and tracking the performance assessments, eligibility for

monthly and annual rewards, and the amount of subsequent disciplinary actions for their

non-voice agents.

Specific Objectives

● To develop a web application for the chosen Healthcare IT BPO call center managers to

upload and record the performance of their non-voice agents.

● To use the uploaded and recorded performance assessments in determining the eligibility

of a non-voice agent for monthly and annual rewards as well as determining whether they

are to receive disciplinary action.

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 ● To provide a dashboard that details the individual performance of the non-voice agents.

Scope and Delimitations

Scope

The study focuses on developing a web application that will aid the chosen Healthcare IT

BPO call center company in tracking and monitoring the performance of their non-voice agents

through their key performance indicators, their eligibility for monthly and annual rewards based

on their set reward system, and their the amount of subsequent disciplinary actions they received.

The users of the web application would be the non-voice agents, non-voice agent managers, and

the system administrator. The web application will be developed for a specific Healthcare IT

BPO call center company within the Philippines and adopt the system they use in measuring a

non-voice agent's performance, tracking their eligibility for rewards, and determining the amount

of subsequent disciplinary actions they received. Due to this, the web application will use

attendance, quality, and productivity as the key performance indicators that will determine a

non-voice agent's performance. For the frequency of assessments, the web application will

display the results of daily, monthly, and annual assessments. The performance of the non-voice

agents will be compared against the standards set by the company to identify whether or not they

are meeting their expectations. The data for these key performance indicators come from

spreadsheets also known as scorecards which can be uploaded to the web application.

The web application will aid the chosen Healthcare IT BPO call center company

managers in identifying when a non-voice agent is not meeting the company's expectations

during daily, monthly, and annual performance assessments. During daily performance

assessments, the web application will notify the manager when a non-voice agent fails to meet

12
the expectations of the company so that coaching may be provided to them. During monthly

performance assessments, the web application will notify the manager which of their non-voice

agents failed to meet the expectations of the company so that they are given disciplinary action.

The web application will also record how many times an agent has received disciplinary action.

During annual performance assessments, the web application will notify the manager which

non-voice agents failed to meet the expectations of the company so that they would be branded

ineligible for salary increase. In terms of meeting the company’s expectations, for quality, a

non-voice agent must achieve at least a 92% for daily, monthly, and annual assessments. For

productivity, a non-voice agent must achieve at least 4 to 5 charts per hour to meet the company

standards. Lastly, for attendance, a non-voice agent must achieve a 92% to meet the company

standards.

The web application will also allow non-voice agents to log onto the website and view

their own profile containing their current and previous performances, how many disciplinary

actions they have if any, their current rank based on the performance of all non-voice agents in

the system, and if they are eligible for monthly and annual rewards.

The chosen target population for this study would be a specific Healthcare IT BPO call

center company in the Philippines to test the efficiency of the web application that will be

developed. The users will then be given a System Usability Scale Form (SUS) to measure the

perceived ease-of-use of the web application. The SUS form contains ten questions with five

different answers based on the 5 point Likert scale, strongly agree to strongly disagree. This

study does not cover the systems involved in generating raw data which will be used to calculate

key performance indicators. The web application will only utilize the key performance indicators

stated in the scope of this study. The features of the web application are intended to help

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motivate a non-voice agent and to inspire them to perform better. Accessing the application can

only be done by the call center organization and their non-voice agents through a web browser.

Non-Voice Agent Activity

The Non-voice agents within the chosen Healthcare IT BPO call center company are

tasked with reviewing patient charts from healthcare plans which are retrieved by a chart

retrieval specialist. The Non-voice agents will review the entire chart and assign an ICD,

International Classification of Diagnosis, code for it taking into consideration the treatment, the

assessment, and the medication stated. In order for the healthcare company to implement

accurate payments for their healthcare plans, non-voice agents are tasked to assign specific ICD

codes to all identified diagnoses. Once the patient's chart has been reviewed, it is sent to Quality

Specialists who will audit the ICD codes inputted on the chart by the non-voice agents and verify

if they are correct. If the ICD codes placed by the non-voice agents are incorrect, the Quality

Specialists will flag the chart down and then send feedback so that the mistake can be corrected.

If the ICD codes placed by the non-voice agents are correct or were corrected after a mistake, the

ICD codes will then be used to determine the cost of the healthcare plan, its validity, and the

effectiveness of the treatment.

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Reward System Business Rules

The non-voice agents of the chosen Healthcare IT BPO call center company are rewarded

depending on their performance during monthly and annual performance assessments. The

rewards given out by the chosen Healthcare IT BPO call center company are determined by an

incentive plan that the company gives out at the start of every month. The rewards within the

incentive plan are either monetary rewards or non-monetary rewards. The incentive plan is

divided into tiers that give additional rewards to the non-voice agents who surpass the company

standards. A scorecard is used to track and record their performance in the following key

performance indicators: attendance, quality, and productivity. The score for each key

performance indicator ranges from 1 to 4, with 1 being the lowest, 2 being the passing score, and

4 being the highest.

Attendance

● 1 point = below 92% attendance

● 2 points = 92% attendance

● 3 points = 95% attendance

● 4 points = 97% attendance and above

Quality

● 1 point = below 92% accuracy

● 2 points = 92% accuracy

● 3 points = 95% accuracy

● 4 points = 97% accuracy and above

Productivity

● 1 point = below 5 charts per hour

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 ● 2 points = 5 charts per hour

● 3 points = 6 charts per hour

● 4 points = 7 or more charts per hour

The monthly or annual average of the cumulative scores will be used to determine the

non-voice agent's monthly or annual performance score, with 2.00 earning them a remark of

“Achieved,” meaning they have met the company standards and are eligible for rewards, 3.50

and above earning them a remark of “Surpassed” meaning they have surpassed the company

standards and are eligible for additional rewards depending on the tier they achieved, 1.99 and

below earning them a remark of “Underachieved” meaning they did not meet the company

standards and are going to receive disciplinary action.

Significance of the study

The study will be significant to the chosen Healthcare IT BPO call center company

because the web application will aid them in tracking their non-voice agent's performance, using

their recorded performance to assist in identifying where a non-voice agent is lagging behind,

and their eligibility for monthly and annual rewards. In addition, it allows for them to learn what

areas their non-voice agents need to improve on for coaching. The study will be significant for

the chosen Healthcare IT BPO call center company’s non-voice agents because it allows them to

not only view their current performance, but also view their previously recorded performances to

see in which areas they are improving in and which areas they are lagging behind in. This study

may serve as a reference for developers who aim to create an employee performance

management and eligibility tracking web application. For future researchers, this study will be a

useful reference for the researchers who plan to make any study relating to the tracking of

employee performance and tracking their eligibility for rewards.

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 Chapter 2

REVIEW OF RELATED LITERATURE

Call Center Employee Performance Monitoring

The call center industry is unique in that it is virtually entirely focused on a

voice-to-voice interaction between the employee and the customer, who are on opposite ends of

the phone line. In the few studies that look at customer satisfaction in call centers, the focus is

primarily on key performance indicators (KPIs), such as service level (calls answered within a

certain number of seconds), average speed of answer, average time in queue, average

abandonment rate, percentage of first call resolution, adherence to schedule, average talk time,

and average after a certain number of calls. In other words, customer satisfaction will hugely

depend on the agent’s productivity or performance or how well that agent utilizes key

performance indicators [18].

Monitoring is an activity carried out by a leader both director and manager to see,

monitor the course of the organization during the activity, and assess the achievement of

objectives and then be able to see the supporting factors and obstacles to the implementation of

the program. In monitoring the data collected and then conducting an analysis then the results of

the analysis are presented as input for the leadership so that goals can be achieved as effectively

and efficiently as possible [16].

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Impact of Employee Performance Monitoring Systems

The Performance Management System (PMS) is a critical component of every

organization. Regardless of the industry or kind of business, workers' performance is measured

against the vision, purpose, and developmental goals of the organization. The PMS is more than

simply a performance rating system; it also involves learning and development, training

requirements, improving corporate communication, and serving as a link between employees and

employers for organizational growth. Industries are attempting to enhance and motivate

employee performance through different methods of human resource operations. An efficient and

well-put-together performance management system influences an employee, resulting in

high-level employee engagement and more dedicated personnel. Moreover, having a solid

employee engagement in an organization is an important foundation on employee performance

which is garnered through performance management systems [19].

The study of a performance-based approach is especially important in public companies.

Employee performance management is a specific method of constantly managing performance

goals. This system is for staff groups with strong task expectations where performance

management would be very useful. Consistent employee performance management, according to

research, encourages public servants to think creatively on their own, this research backs with a

theory that implies that consistent planning, monitoring, and evaluating conduct is important for

guiding people toward the behavior that is expected of them. Furthermore, some employee

groups may find the importance of consistent employee performance management to be

particularly critical. According to the study, regular employee performance management in

public enterprises resulted in more positive attitudes among young employees [20].

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 In the recent decade, researchers have paid a lot of attention to work engagement.

Employee engagement has been shown to be a crucial source of competitive advantage in

studies. While tracking employee engagement levels has become standard practice, keeping staff

engaged is still a struggle for most businesses. Nonetheless, performance management has been

viewed as both a 'work resource' and a means of providing support to people by firms. The

regulatory focus theory (RFT) describes how goals and individual motivation for achieving them

are linked. It asserts that people are motivated to work harder and take on more obstacles if they

believe that achieving their goals will result in favorable outcomes. According to the RFT,

consistent performance management systems improve objective clarity and generate expectations

of favorable organizational outcomes, which leads to employees being more focused on

promotion [21].

Call Center Key Performance Indicators

A call center's key performance indicator (KPI) is a metric that shows how well a call

center performs. A call center's key performance indicators (KPIs) are determined by the

organization's business objectives. For a sales-oriented call center, revenue per successful call

and conversion rate will be the most critical factors in keeping costs low and sales rates high.

Customer pleasure should be the primary goal of a call center for technical assistance or

customer service. KPIs may be very valuable in future strategy and planning as well as an

excellent way to measure an organization's current situation. In order for the management to

implement the necessary corrective actions to turn things around, KPIs can be used to identify

the areas of operation where an organization is going wrong [12].

Because of the high level of competition in the market, all organizations, including call

centers, are concerned about improving their performance. An organization's or a specific

19
process's performance is measured using key performance indicators (KPIs). In call centers, key

performance indicators (KPIs) have been utilized for a long time and have been detailed in a

number of studies. Only if a company's core goals change, should the company's KPIs be

modified as well. To determine if the call center is on the right track, however, it is critical to

employ KPIs that are entirely relevant and clearly indicate the outcomes. Several research on call

center performance measurement have been undertaken throughout the years. Several measures,

such as service quality, agent performance, process efficiency, emotional labor, working

conditions, job satisfaction, and so on, have been found in this research that are extensively used

to evaluate call center performance in various areas and from various viewpoints [22].

Key Performance Indicator (KPI) method that will help management and then focus on

performance aspects that are used as a measure of company performance, which in turn the

dashboard application with KPI will facilitate division heads and managers in conducting the

analysis process, monitoring and evaluation. From the results of this research, the use of

dashboard monitoring can facilitate the user in monitoring and measuring the KPI of each

employee. [18]

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 Table 2.1 Commonly Used KPIS and Their Formulas

Employee Motivation

Motivation is the primary driver of one's work conduct. Motivation is a potent instrument

that reinforces action and drives the tendency to continue. To put it another way, motivation is an

21
internal desire to meet an unmet need and attain a certain objective. It's also a process that starts

with a psychological need and leads to a goal-oriented performance. It was reported in the study

that employees are typically motivated by a reward system in order to improve quality,

productivity, avoid being easily transferred to other organizations, build a service-oriented

mentality, and avoid corruption. It is critical for an organization to motivate its employees

because any employee who is motivated by their job will exhibit behaviors that the company

expects. When someone is motivated to do work, performance inherently increases [23].

Motivation is an attribute that compels people to do something or restrain from it.

Furthermore, intrinsic and extrinsic motivations are two types of motivation. These two types of

motivation significantly influence both developmental and educational practices and are being

studied in both domains. Intrinsic motivation represents an individual urge to learn and work.In

contrast, extrinsic motivation reflects external control, true self-counseling, or control. This

definition has the background of self-determination theory, which gives significant importance to

individual personal liking. Generally, intrinsic motivation is defined as an individual willingness

to pursue an activity for self-satisfaction. On the other hand, extrinsic motivation determines a

behavior resulting from external factors, e.g., rewards. The study elucidates that employee work

behavior and work performance are highly influenced by motivational factors. There are a

number of ways to engage employees. Still, an organization needs to design its strategy

according to the cultural organizational structure to avoid employee dissatisfaction [24].

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Rewards System

Rewards and recognition practices feature as an integral component of compensation.

Rewards are more appropriate for employee behaviors that exhibit adherence to. If designed

appropriately, reward systems can lead to challenges that help improve employee performance,

fulfillment and satisfaction or otherwise to mistrust, perceived inequity and uncertainty. Total

rewards include a continuum of components ranging from tangible items to nonmonetary

intangible ones. These rewards are classified as indirect and direct, and as intrinsic and extrinsic.

Total rewards “are more personal or tailored to the individual such as salary and development

planning, as well as those that are provided in a similar way to everyone”. They represent a

rewards strategy that integrates components like learning and development and features of the

work environment with packages of benefits [24].

Reward systems enhance employees’ performance and keep them motivated. The

company rewards its employees for their hard work and enthusiasm. It is being revealed that

rewards can influence employee performance by enhancing employee abilities, knowledge, and

skills. if an organization does not implement proper HR, then it will result in low productivity,

high turnover and absenteeism [25].

Organizations often use rewards as a tool to motivate employees to achieve

organizational goals and that a lack of rewards may build an unpleasant working environment

and diminish employees’ motivation. Although appropriate rewards can motivate employees, if

they are not given based on actual performance the effects can be reversed. Therefore,

organizations should not only have a system of rewards, but ensure that rewards are fairly

endowed and perceived to be so. In this regard, rewards will not positively influence employee

23
engagement if they perceive those rewards do not reflect actual performance. Similarly, when

employees receive expected rewards from their organization against their performance, they feel

obligated to their organization which enhances their engagement [26].

Non-Voice Contact Center Agents

Non-voice contact center agents provide a comparable service to call center agents, but

instead of speaking on the phone, they respond to support requests, emails, and live chat. Agents

at non-voice call centers may handle multiple chats at once. This necessitates that they be

well-organized, quick typists, and able to pay close attention to detail. Non-voice agents can help

with everything from basic account concerns and bill payments to pre-sales inquiries, account

cancellations, and complaints. Because text-based communication is not always as clear as phone

calls, handling live chat or email messages requires care and attention. For example, if the agent

forgets to ask for some information in an early contact and then must send another email or chat

message, the customer may not see it for some time. This will significantly lengthen the time it

takes to remedy the problem [27].

The majority of a non-voice BPO employee's responsibilities are computer-based. In this

field, he or she will undertake data processing, database work, research, and financial services.

These employees can undertake any job that is done behind a desk and away from the eyes of the

consumer. Some jobs just require the individual to engage with customers on a limited basis.

Unlike voice BPO, where each day varies depending on who is calling, non-voice BPO

employees enjoy a more consistent workday. A non-voice BPO employee will almost always be

required to do a specialized activity, which will necessitate professional training [28].

24
Related Systems

Voice of the Employee [29]

Voice of the employee is an application that can provide managers and companies with

measurements and recommendations to better engage employees by gaining real-time insight

into employee feelings and feedback. The application features an employee homepage, daily

pulse survey, reward page, profile page, and manager dashboard. Employee homepage will be

adopted to the proposed application.

Figure 2.1 Employee Profile Page

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LiveAgent [30]

LiveAgent is a web application used for customer service. The platform also includes a

product for call centers that includes advanced features that are efficient in improving the call

center customer service experience. Features include Customer Support, Multi-Channel Support,

and Performance Insights. However, the notable feature that will be implemented in the proposed

application is the employee leaderboard for different kinds of metrics as displayed in figure 2.2.

Figure 2.2 Agent Leaderboard

Evaluagent [31]

Evaluagent is a workforce engagement application for call centers that aims to provide

engagement and motivation to employees through features such as a dashboard that contains all

statistical data regarding employee performance and quality, advanced reporting, real-time alert

systems, and communication systems for employee engagement. The figure below displays the

26
dashboard of Evaluagent, consolidating charts that showcase specific key performance indicators

and their percentages. The proposed application will be implementing advanced reporting, the

featured dashboard, especially the incorporation of charts for data analytics.

Figure 2.3 Evaluagent Dashboard

Twilio Flex [32]

Twilio Flex is a cloud-based application built for call centers intending to continue

service even amidst the sudden shift to online systems. The scope of the application includes a

communication system that supports SMS or webChat, a dashboard with complete operational

insight; key performance indicators monitoring and charts, data import, and alert systems when a

27
certain threshold on each specific metric is reached. The proposed application will be

implementing the threshold-based alert system from the application.

Figure 2.4 Flex Alert and Notification System

28
Benchmarking

Table 2.2 is the collaboration of the four existing systems and applications that are

closely related to the proposed system. There are six distinct features that the related systems

showcased, however, the most common feature that all systems exhibited is the dashboard

system which is an important aspect of a management system for monitoring all the data that

were amassed by the program. Another common feature exhibited by all the applications is

profile management which will be implemented by the proposed program to monitor employees

individually including the Employee Leaderboard from LiveAgent and Voice of the Employee

which would be an essential feature for the reward system of the proposed application. The most

important features would be Advanced Reporting and Data Import from Evaluagent and Twilio

Flex. Both features would be implemented and will be working in collaboration in the proposed

application. Another notable feature is the Alert and Notification System from Evaluagent and

Twilio Flex which will both be implemented in the proposed application to enhance employee

engagement and to alert managers of employees regarding their performance.

29
 Features Voice of The LiveAgent Evaluagent Twilio Will it be
Employee Flex adopted in the
system?

Profile
Management ✓ ✓ ✓ ✓

Advanced
Reporting ✓ ✓ ✓ ✓

Employee
Leaderboard ✓ ✓ ✓

Data Import ✓ ✓

Dashboard ✓ ✓ ✓ ✓
System

Alert and
Notification ✓ ✓ ✓
System

Checks
employee ✓
eligibility for
rewards

Updates Tab ✓

Table 2.2 Related Systems Benchmarking

30
 Chapter 3

Research Methodology

Research Design

The study utilizes quantitative approach as the research design of the study. The statistical

analysis of quantitative methods are fast, scientific, and focused making it easier for researchers

to analyze data efficiently [37]. System Usability Scale (SUS) have been distributed to the users

after testing the application. Each indicator of the five-point likert scale has been used to evaluate

the performance of the system. User Acceptance Test (UAT) has also been conducted in

accordance with the standards and definition set by the International Organization for

Standardization (ISO) to use test cases that, when executed, provide proof that a test requirement

was successfully conducted or that defects exist in a test item [38].

Study Area and Target Population

The study has been conducted in a chosen Healthcare IT BPO Call Center company

within the Philippines. The company's business nature is an IT-Healthcare business that offers

services such as payment integrity, clinical abstraction, and payment accuracy. They handle

problems such as waste and abuse in the healthcare industry especially when it comes to

payment. In order to make sure that the payment is accurate, they have to make sure that the

waste and abuse is lessened or prevented. Waste are practices that result in adding unnecessary

costs to the healthcare program i.e overusing a service. This is considered to be done by the

misuse of resources. Abuse are actions that result in adding unnecessary costs to the healthcare

program which involves purchasing services or products when there has been no legal

entitlement to that payment. To tackle such, they have clinical abstraction, risk adjustment,

payment integrity, and accuracy systems. For non-voice agents, they are the ones who handle

31
risk adjustment as they perform a task known as risk adjustment coding. These non-voice agents

make sure that the physician's treatment is monitored accurately and ensures the effectiveness of

the treatment. The non-voice agents do so by auditing the physician's diagnosis so that payment

integrity will be established. Waste and abuse is prevented when it comes to reimbursement of

the payment for the healthcare plans.

Research Respondents

The respondents of the study consist of eighteen staff members from the chosen

Healthcare IT BPO Call Center company. They would be a non-voice agent manager and

seventeen non-voice agents. They have been chosen as the respondents because they the ones

who have used the web application.

Research Instrument

There are two research instruments which have been utilized in the study; a structured

interview and System Usability (SUS) forms.

An interview has been conducted to call centers regarding the systems used in employee

performance monitoring, specifically, the criteria or key performance indicators used to measure

an agent’s performance, data collection process for the KPIs used, frequency of data collection,

and information regarding the reward system of the organization. The information gathered has

been used to identify the features that have been implemented to the proposed web application.

After the development of the web application, System Usability Scale (SUS) forms have been

given to the users of the proposed application in order to express and evaluate their experiences

when using the application. The survey has been created and distributed online.

32
Data Gathering

Because of the COVID-19 pandemic, online platforms, such as Zoom, have been used to

collect data in accordance with the government's protocols and rules.

Before developing the proposed web application, a structured interview, conducted

through Zoom Cloud Meetings, has been conducted by the researchers. A call center manager

that handles multiple non-voice agents from the chosen company has been interviewed in order

to gather information regarding the system used by the call center in managing the non-voice

agent’s key performance indicators as well as the reward system utilized by the company.

After the users have been given time to use the system, System Usability Scale (SUS)

forms have been answered by the respondents as the evaluation method of determining the

usability of the system. The form uses a five-point Likert scale as an indicator from strongly

disagree to strongly agree. The data gathered from the survey has serve as guidance towards the

analysis and evaluation of the system. The performance assessment data that have been used in

the web application came from a template provided by the chosen Healthcare IT BPO Call

Center company.

Samples and Sampling Techniques

The study used the purposive sampling technique, wherein the researchers have selected

respondents from the chosen Healthcare IT BPO Call Center company within the Philippines.

The chosen respondents have been given one month to test the web application’s functions.

Statistical Treatment

In order to interpret the data from the survey questionnaire the following statistical

treatment have been used.

33
 Median - The researchers have used the median to calculate the center of the respondents

choices in the SUS forms regarding the current systems used by the respondents. The median is

the middle number in a sorted, ascending or descending list of numbers, and it is more

descriptive of a data collection than the average [39].

Mean - The researchers have used the mean to locate the average choice the respondents

chose in the SUSforms regarding the current systems used by the respondents, the idea of Mean

is crucial. In a group of numbers, the Mean is the average or most frequent value. It is also a

measure of a probability distribution's central tendency along the median and mode. It's also

known as an anticipated value [40].

In order to understand the satisfaction of the users, the SUS form has been implemented.

The SUS form contains ten questions with five different answers based on the 5 point Likert

scale, strongly agree to strongly disagree. The breakdown of points would be as follows:

Strongly Disagree 1 point

Disagree 2 points

Neutral 3 points

Agree 4 points

Strongly Agree 5 points

Table 3.1

The formula to calculate the SUS score is as follows:

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 ● Add the total score for all odd-numbered questions, then subtract 5 from the total

to get (X).

● Add the total score for all even-numbered questions, then subtract that total from

25 to get (Y).

● Add up the total score of the new values (X+Y) and multiply by 2.5.

Once done the SUS score out of 100 will be shown, The average SUS score is 68 [41].

In the interpreting, the SUS score the following will be used:

Figure 3.1

SUS score will be able to tell the usability performance in the aspects of effectiveness,

efficiency, and overall ease of use [42].

35
 Figure 3.2 Average Formula

Where:

● a = quality assessment percentage / charts per hour

● n = instances of quality assessment percentage / charts per hour

The average quality assessment percentage and charts per hour have been calculated

using the formula above in order to determine a non-voice agent’s score in those areas daily,

monthly and annually. The data for quality assessment percentage and charts per hour will come

from the spreadsheet that will be uploaded to the web application.

Figure 3.3 Software Development Life Cycle

Requirements Gathering and Analysis

The purpose of this stage is to detail the requirements of the system developed.

Functional requirements are how a system responds with different inputs and what it is supposed

to output. Non-functional requirements are focused on the system's attributes like reliability,

36
scalability, and usability, to name a few. They are critical components of the system since they

are what ensure the effectiveness and usability of it [33].

User Requirement

Non-voice Agent ● Allow for access to previous and current record

performances.

● Track eligibility for monthly and annual rewards.

● Track subsequent disciplinary actions and goals set by the

manager.

Manager ● Collect non-voice agent performance data.

● View current and previous recorded performances of

non-voice agents.

● Inform non-voice agents regarding disciplinary actions

both subsequent and not.

● Allow for segregating of non-voice agent’s eligibility for

rewards based on remark.

Table 3.2 End-user requirements based on interviews

Interviews were conducted with the chosen Healthcare IT BPO Call Center company’s

managers and non-voice agents addressing their queries to create the outline for the features

implemented within the website. From the interviews conducted, it is concluded that three

important features that the website should have are monitoring all non-voice agents's recorded

performance, subsequent disciplinary actions, and rewards based on their performance remarks.

37
These points were heavily stressed within the interview as areas of the process that take up the

most time when performing an analysis on their performance.

Manager Process Average Turnaround Time

Process Average Turnaround Time

Determining Monthly rewards eligibility of 5 minutes per agent

non-voice agents

Determining Annual rewards eligibility of 8 minutes per agent

non-voice agents

Determining non-voice agents with 4 minutes per agent

disciplinary action

Calculating Monthly performance 4 minutes per agent

Calculating Annual performance 7 minutes per agent

Table 3.3 Manager’s self-assessment on turnaround time for each process

The figure above displays the manager’s self-assessment on how long it takes for them to

accomplish a certain process. The goal of obtaining this information is to make sure that the web

application aids the manager in performing those processes with a lower average turnaround

time.

Functional Requirements

User/Non-voice Agent Requirements

● The non-voice agent has an account on the website to access their recorded performance

and details about their rewards and disciplinary action.

● The non-voice agent receives notifications regarding their goals and disciplinary action

when their monthly performance is remarked as “Underachieved”.

● The non-voice agent can request for a reset on their password.

Manager Requirements

38
 ● The manager has an account on the website to access the records of the non-voice agents.

● The manager can add, edit, and deactivate user/non-voice agent accounts within the

system.

● The manager can view all performance records of their non-voice agents uploaded onto

the website.

● The manager can upload a spreadsheet containing the non-voice agent's performance

assessment or input that information through a web-equivalent form and update their

current performance record.

● The manager can identify which non-voice agents whose monthly or yearly performance

assessment passes, exceeds, or does not meet the company standard.

● The manager can identify which non-voice agents are eligible for monthly and yearly

rewards and who do not qualify.

● The manager can identify which non-voice agents have received subsequent disciplinary

actions.

● The manager can set goals for non-voice agents who have received disciplinary action to

achieve which will determine if they would be cleared of their disciplinary actions.

System Administrator

● The system administrator can add, edit, and deactivate user/non-voice agent and manager

accounts within the system.

● The system administrator can access all the web pages of the web application.

Non-functional Requirements

● Accessibility - The website will be accessible through different internet browsers through

a URL.

39
 ● Reliability - The website will undergo stress testing to find out how it performs while

being overloaded with users.

● Security - Access to the website is only for authorized users and user roles are

implemented to divide access to other functions of the website.

● Usability - The website will have a user-friendly interface to make it easy to use for the

users.

HARDWARE/SOFTWARE REQUIREMENTS

HARDWARE REQUIREMENTS

The hardware requirement consist of various parts for the use of this study. The first

hardware that the study used is a Central Processing Unit (CPU) capable of at least 1.1 gigahertz

minimum. Next is the Random Access Memory (RAM) stick with a minimum of 4 Gigabytes of

RAM. And For the Hard Disk Drive (HDD), the unit that the study used must have a minimum

of 20 gigabytes of storage.

SOFTWARE REQUIREMENTS

● Windows 10 Operating System - to ensure that all features of Windows are up to date.

● Web Development Text Editor - this is used for building the whole system. HTML,

CSS, Javascript, and PHP are done in this editor.

● MySQL - used to store and manage user data.

40
Existing Process Flow

Figure 3.4 Existing Process Flow Diagram

41
 Figure 3.4 shows the existing process flow of the chosen Healthcare IT BPO company.

The performance of the non-voice agent is divided into three metrics: productivity, attendance,

and quality. These metrics are used by quality managers to record and assess the performance of

the non-voice agents based on the company standards. Once the assessment has been made and

recorded, it is sent to the manager who receives a document detailing the performance of all their

non-voice agents. Their manager then sends the individual performance of the non-voice agents

through their emails where they would be able to see only their performance assessment.

Proposed Process Flow

Figure 3.5 Proposed Process Flow Diagram

Figure 3.5 shows the proposed process flow of the study which contains two users of the

web application which are the non-voice agent and the administrator of the web application. For

the non-voice agent, they are able to access the website by logging in with the username and

password provided to them by their manager. Once they log in, they would be directed to their

profile which contains the result of their currently recorded performance. The non-voice agent

may view their previous recorded performances as well. For the administrator, they are able to

42
upload a spreadsheet containing the data that will update the current performance of each

non-voice agent within the web application. Aside from that, the admin may also view each of

the non-voice agent's profiles and access not only their current performance but also their

previous ones as well. Managing agent accounts is also part of the privileges given to the admin

as they can add, edit, and/or delete agents from the system if necessary.

Process Rules

Figure 3.6 Process Rules Diagram

The web application contains the recording and updating of the non-voice agent’s

scorecards based on their calculated key performance indicators. The system administrator and

manager are the only ones who have the privilege to upload spreadsheets to update the

scorecards of the agents, to add, edit, and/or delete users of the website. A non-voice agent may

only sign in using an account given to them by the system administrator. Once the non-voice

agent signs in, they would be directed to their profile page where they can view their current and

previous scorecards as well as see how many warnings they currently have.

43
Design

The design of the system is a browser-based web application that will serve as the

interface for the users. Multiple non-voice agents and managers would utilize the web

application to query data from the server. The access to each query depends entirely on the

permissions that are given to their account.

From the perspective of programming, the programming languages used are HTML,

JavaScript, and CSS for the frontend of the web application while PHP and MySQL is utilized

for the backend to connect to the database.

Activity Diagrams

The system has several workflows that detail the different processes the users can

undergo within the web application. The workflows are further discussed in the order provided

below.

● Performance viewing workflow

● Subsequent disciplinary action viewing workflow

● Monthly and annual eligibility for rewards viewing workflow

● Updating performance records workflow

The design of the web application will allow both the system administrator, manager, and

non-voice agent to log in the website and access their features based on their user roles. For

non-voice agents, upon logging in, they will be met with their profile page containing their name,

contact information, amount of subsequent disciplinary actions received, performance, and

ranking among their fellow non-voice agents. The non-voice agents are able to view their current

performance assessment as well as check their previous performance assessments. For managers,

upon logging in, they will be met with their homepage which contains a dashboard that details all

44
the non-voice agents listed within the system, their current performance, their rankings, the

amount of subsequent disciplinary actions received, and actions which allow them to view a

non-voice agent's profile page. A notification page can also be accessed by the manager which

contains updates on non-voice agents whose daily and monthly performance is below the

standard. When a non agent fails to reach the standard in their monthly performance, the system

will notify the non-voice agent as well through their profile. The website will also allow the

manager to access the page where they can identify which non-voice agents are eligible for the

monthly or annual rewards.

45
 Figure 3.7 Activity diagram for Performance viewing workflow

The figure above shows the workflow for when a user of the system wants to view

performance records. Both the non-voice agent and manager go through the exact same amount

of steps when it comes to this workflow with the only difference being that the manager can see

the performance of all non-voice agents within the system while the non-voice agent can only

46
see their own based on the filter that they used. This process not only allows for the viewing of

the performance for that specific filter but also checking the calculations for such to verify the

scores.

Figure 3.8 Activity diagram for Subsequent disciplinary action viewing workflow

47
 The figure above shows the activity diagram for viewing subsequent disciplinary actions

for the manager. As the form displays, the manager is capable of viewing all the non-voice

agents who have incurred disciplinary actions whether they are subsequent or not. The manager

is also capable of setting goals for these non-voice agents to achieve for coaching purposes.

Non-voice agents are also capable of viewing their own goals and disciplinary actions but with

far less steps than the manager as they would only need to go to the page to view it.

Figure 3.9 Activity diagram for Monthly and annual eligibility for rewards viewing workflow

48
 The figure above shows the workflow for when the manager wants to view non-voice

agents eligible for rewards monthly and annually. The workflow shows that the web-application

always goes through the calculation process when displaying those who are eligible for rewards.

The reason behind this is that the scores change based on the current performance which is

updated regularly by the manager.

49
 Figure 3.10 Activity diagram for Updating performance records workflow

The figure above shows the workflow of updating the performance records of non-voice

agents. The web application has two methods of doing so: through a spreadsheet or through a

50
web-equivalent form. Whichever method is chosen, the web application verifies that all the data

being uploaded into the database is valid. Alongside this, the web application also checks for any

disciplinary actions incurred and goals achieved or failed through the update before displaying to

the manager the results of such.

51
 USE CASE DIAGRAM

Figure 3.11 Use Case Diagram

The non-voice agents are able to log into the website and are immediately directed to

their profile page where they can view their personal information, current and previous recorded

performance, their current rank amongst other non-voice agents in the system, and how many

52
warnings they have if any. The manager has higher privileges than the non-voice agents. The

manager is able to log into the website as well, but instead of being redirected to a profile page,

they are directed to the manager's home page. The home page for administrators contains the

dashboard which displays all the non-voice agents alongside their current recorded performance,

their warnings if any, and the actions that could be taken by the manager such as viewing their

profile page and uploading a new spreadsheet which automatically updates the non-voice agent's

current recorded performance. The manager may access the notifications page which contains

information about agents whose daily and monthly performance is below the standard. The

rewards page allows the administrator to view which non-voice agents are eligible for monthly

and annual rewards. For managing the accounts of the users, the manager can access the

accounts management page where they are free to add, delete, and/or edit a user's account. The

system administrator has elevated privileges which allows them to do everything a manager can

do in the system and more. The system administrator can access the database from where the

website gets its information from to add, delete, and/or edit data if needed.

USER MATRIX

Feature Agent Manager System Admin

Agent Account

View Profile Page ✓ ✓ ✓

View Rank ✓ ✓ ✓

View Scorecard ✓ ✓ ✓

View Warnings ✓ ✓ ✓

Administrator
Account

View Dashboard ✓ ✓

53
 Access Database ✓

Upload Spreadsheet ✓ ✓

View Notifications ✓ ✓
Page

View Accounts ✓ ✓
Management Page

Add users ✓ ✓

Delete users ✓ ✓

Edit users ✓ ✓

Table 3.4 User Matrix

NETWORK ARCHITECTURE

Figure 3.12 Network Architecture

The client PC will connect to the switch or directly to the router so that it may gain access

to the internet. Once the client PC has gained access to the internet, the PC can be connected to

the web application through connecting to the web server. The network architecture used in the

study is a client-server network model architecture wherein a client can request and receive

services from the server.

54
SYSTEM ARCHITECTURE

Figure 3.13 System Architecture

The call center non-voice agents and managers would be the users who would have to

connect to the internet to interact with the web application and server. The front-end of the

system uses HTML, CSS, and PHP to create a user-friendly interface as well as provide

interactivity. The back-end of the web application uses PHP and MySQL for the management of

the database.

55
DATABASE DESIGN

Figure 3.14 Entity Relationship Diagram

Figure 3.14 shows the entity relationship diagram for the system. The Users table consists

of the users_id as the primary key and information about the users first name, last name, user

type, how many warnings they have, and their rank. The Scorecard table consists of the

56
scorecard_id as the primary key with users_id and kpi_id as the foreign keys. The table also

consists of the scores in the different key performance indicators, their performance score, and

when the scorecard was created. The Standard table consists of standard_id as the primary key.

The table also consists of the standards of each key performance indicator. This Standard table

has been used to determine whether a non-voice agent’s performance meets and/or exceeds that

expectations of the company. The KPI table consists of the kpi_id as the primary key and

users_id as the foreign key. The table also consists of the values for each key performance

indicator that has been used to reflect the score of non-voice agents in their scorecard.

Development

This phase of the software development life cycle focuses on the development process of

the web application based on what was discussed in the design phase. The web application

consists of the front-end, which refers to the user interface, and the back-end, which refers to the

servers, application, and database. For the front-end of the system, the web application has been

utilizing HTML, CSS, and Javascript to create a user interface that is easy to understand and use

by both the non-voice agents and managers. Web hosting services have been utilized to create

and maintain the website as well as make it accessible on the World Wide Web. MySQL have

beeen used to store and manage the data from the web application in a database. HTML has been

used to create the website while CSS has been used to describe how the elements within the

HTML document are to be displayed on screen. PHP is a scripting language that was used to add

interactivity between the users and the website.

57
 Healthcare IT BPO Call Center Non-voice agent Performance and Rewards Management

System Website Screenshots

Figure 3.15 Landing Page

Figure 3.15 displays the website’s landing page where both the non-voice agents and

managers can see the information about the healthcare company as well as visit all the linked

social media accounts by the footer. This also leads to the login page where both may access the

main features of the website.

58
 Figure 3.16 Login page

Figure 3.16 displays the website’s login page where both the non-voice agents and

managers can login and access the website’s functionalities. Upon logging in, the website

recognizes which accounts are that of the managers and that of the non-voice agents. Through

this, the users have separated roles and a hierarchy of roles is established.

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 Figure 3.17 Non-voice Agent Home Page

Figure 3.17 shows the home page where the non-voice agents are redirected once they

successfully login to the website. The home page has a navigation bar that contains the different

pages they have access to such as the performance records, disciplinary actions, rankings, and

the sign out function. Alongside this, there is also a function that allows the user to change their

profile picture. Alongside this, the homepage gives a brief summary of their performance

through a chart and even details whether or not they are eligible for rewards for the current

month and current year based on their performance.

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 Figure 3.18 Non-voice Agent Performance Record Page

Figure 3.18 shows the recorded performance of the non-voice agents which is displayed

through a table detailing the raw score, transmuted score, and performance score for their quality

assurance, charts per hour, and attendance as well as show the overall remark. This page allows

the non-voice agent to view their current performance, performance on a specific date,

performance on a specific month, and performance on a specific year.

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 Figure 3.19 Non-voice Agent Disciplinary Action and Goals Page

Figure 3.19 shows the number of disciplinary actions that a non-voice agent has which is

further detailed through the performance that caused them to have such in the first place. This

page also contains the goals that a manager has set for the non-voice agent to achieve which

shows the specific target for each key performance indicator that they have to achieve.

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 Figure 3.20 Non-voice Agent Ranking Page

Figure 3.20 shows the ranking of the non-voice agents which is displayed through a table.

The table contains the rank, name, and performance score of the non-voice agents and ranks

them from top to bottom with the employee on top having the highest rank and the employee at

the bottom having the lowest rank. The user may also choose to see their current rank, rank on a

specific day, rank on a specific month, and rank on a specific year.

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 Figure 3.21 Manager Home Page and Dashboard

Figure 3.21 shows the page where the manager is redirected to upon successfully logging

in to the website. The navigation bar contains the Home, Manage, Employee, and Upload links

which all have their own functionality. Alongside that, on the navigation bar, there is a bell icon

which serves as the holder for notifications if ever an employee obtains a disciplinary action the

number of which is indicated by a small red icon with a text. There are charts present that display

the daily, monthly, and yearly performance of the team overall. On the right side, the employee

of the day could also be seen. Below is the company performance for the current month which

shows a detailed summary of each non-voice agent’s performance.

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 Figure 3.22 Manager Employee Performance Page

Figure 3.22 shows the page where the manager is able to see the performance of their

non-voice agents through a table. This page allows the manager to view their non-voice agent’s

current performance, performance on a specific day, performance on a specific month, and

performance on a specific year. The table details the raw and transmuted score of the non-voice

agents, their performance score, and comment. On the last column, the manager is able to view

the performance of the employee as well as view the calculation to see if the score was

calculated correctly.

65
 Figure 3.23 Manager Employee Ranking Page

Figure 3.23 shows the ranking page where the manager can view the ranking of their

non-voice agents. The page displays the non-voice agent’s current ranking, ranking on a specific

day, ranking on a specific month, and ranking on a specific year. The table displays the highest

rank first and the lowest rank at the bottom of the table.

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 Figure 3.24 Manager Employee Management Page

Figure 3.24 shows the employee management page where the manager can see all the

non-voice agents that are registered on the website through a table. The table details the agent’s

name, email, contact number, and actions that can be taken such as viewing the agent’s profile,

deactivating an agent from the system, and updating their information. The manager is also

capable of creating a new account for a new agent to be added into the system.

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 Figure 3.25 Manager Employee Rewards Page

Figure 3.25 shows the page where the manager can view which non-voice agents are

eligible for rewards based on their performance. The manager can see if the non-voice agent is

eligible for the current month, a specific month, current year, or specific year. The table details

the name, performance score, and comment.

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 Figure 3.26 Manager Employee DA Page

Figure 3.26 shows the page where the manager can view the non-voice agents who have

disciplinary action. This is shown in detail through the table that displays the raw average,

transmuted score, performance score, and month and year the non-voice agent incurred the

disciplinary action. The manager is capable of rolling back the DAs a non-voice agent has and

setting them back to zero when they want to.

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 Figure 3.27 Manage Employee Goals Tab

Figure 3.27 shows the page where the manager can set goals for their non-voice agents

and view them as well. Upon doing so, they would have to set the score that the non-voice agent

must obtain as well as the time frame they have to obtain said score.

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 Figure 3.28 Manager Upload Performance File Page

Figure 3.28 shows the page where the manager can upload the performance file of their

non-voice agents which would then update the contents of the website along with it. The page

will not accept any file types that are not .csv, .xlsx., and .xls. Upon uploading, the page will

inform the manager if there are any missing fields, incorrect values, unregistered employees, and

repeated employees that were detected within the file.

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 Figure 3.29 Manage Web-equivalent form

Figure 3.29 displays a web-equivalent form for uploading the non-voice agent’s

performance. Unlike through an already completed form, this would only need the date,

employee’s name, raw QA, raw CPH, and their attendance as the website would do all the

calculations necessary to get the computed score.

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 Figure 3.30 Notifications Page

Figure 3.30 displays the notifications page available to the manager as they could view

here the list of employees who have incurred a disciplinary action right as the performance was

recorded. It also allows for them to mark the notifications as ‘read’ and ‘unread’ just in case they

would want to continuously be informed about these agents.

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 Figure 3.31 Performance Calculation Page

Figure 3.31 displays the page where the manager is directed once they click on “View

Calculation” in the performance page. The page contains the step-by-step process of calculating

the non-voice agent’s performance for the purposes of double-checking.

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 Figure 3.32 Forgot Password Page

Figure 3.32 displays the forgot password page which can be accessed through the login

page. Once the user inputs their email, the website will check if the email is indeed registered

within the system. If it is, then it will send an email with a link that would take the user to a page

where they could change their password. If it is not, then it will ask for them to input the correct

email.

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 Figure 3.33 Reset Password Page

Figure 3.33 shows the reset password page which can only be accessed through a link

attached in the email from the forget password function. The user must input their new password

which will overwrite their old one before they can login again.

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 Figure 3.34 Filter displaying individual non-voice agent performance

The figure above shows that the web application is capable of displaying the performance

of the non-voice agents individually instead of seeing them all in one function.

77
 Figure 3.35 Performance progress management and threshold

The figure above shows a chart that displays the performance of a non-voice agent which

allows for the manager to see the progress of their non-voice agent in a different way. This

makes monitoring their progress easier rather than comparing the performance numerically. The

chart also shows a red line that represents the threshold of the company’s standard.

78
 Figure 3.36 Performance progress management and threshold filter

The figure above shows the filter options that the manager can choose to switch what the

chart displays in terms of the specific non-voice agent’s performance. They may choose to view

it by day, by month, by year, or the recently recorded performance.

79
 Figure 3.37 Quality Assurance Performance chart

The figure above shows the individual assessment of the non-voice agent’s quality

assurance performance. The red line present in the chart is the threshold seen in previous charts

which dictate the passing score of the key performance indicator.

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 Figure 3.38 Charts per hour Performance chart

The figure above shows the individual assessment of the non-voice agent’s charts per

hour performance. This makes it easier for the manager to view the key performance indicators

individually. The red line is also present here which shows the passing score.

81
 Figure 3.39 Attendance Performance chart

The figure above shows the individual assessment of the non-voice agent’s attendance

performance. This makes it easier for the manager to view the key performance indicators

individually. The red line is also present here which shows the passing score.

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 Figure 3.40 Email Validation

The figure above shows the email sent by the website to the user once their account has

been registered within the web application. Clicking the link will take the user into the homepage

with their email verified.

83
 Figure 3.41 Phone Validation

The figure above shows the validation notification when registering the non-voice agent’s

phone number within the system. It checks whether the phone number is valid and, if not, will

issue an alert that notifies the manager about it.

Testing

Once the web application has been developed, the Software Development Life Cycle

enters the testing phase. Usability testing has been conducted to learn if the design of the web

application is easy to use. This is done through observing the users as they are tasked to navigate

throughout the web application and complete tasks without or little guidance. This type of testing

is utilized to determine the different areas that need to be developed further.

Through usability testing, the study has garner the user’s insights and experiences with

the web application. This allows for the discovery of new functions that may be added to the web

application to improve user experience. Observing the users of the web application has be

84
necessary to learn if they have encountered any problems or find difficulty in executing a task.

The overall strengths and weaknesses of the web application can be found by observing how the

users are able to interact with the web application. The usability testing has been conducted

online due to community quarantine guidelines brought by the COVID-19 pandemic.

Aside from usability testing, cross-browser testing has also be done to ensure that the

web application works on different browsers. Manual testing has been done which includes

adhoc testing and exploratory testing. Ad-hoc testing is done without any plan. It does not follow

any structured way of testing and can be done on any part of the web application. The aim of

Ad-hoc testing is to find problems within the system by random checking. Exploratory testing is

done by allowing the users to explore the web application freely and note down any problems

they found and/or areas to improve on [34].

The web application has undergone stress testing to find out its capability when

overloaded with users. The activities involved with stress testing include overloading the system,

checking the behavior of the system when the number of users increases suddenly, and checking

how well the system sustains itself over a period of time while there is a gradual increase in the

number of users [35]. Five major steps are to be done when putting the web application under a

stress test. The first step is to gather system data, analyze the system, and define the goals of the

stress test. The second step is to create stress testing automation scripts and generate the test data

for stress scenarios. The third step is to run the stress testing automation scripts and store the

results. The fourth step is to analyze the stress results and look for the bottlenecks. The fifth and

last step is to make changes to the system by changing its configurations and optimizing the code

so that the website meets the desired benchmark [36].

85
 The User Acceptance Testing (UAT) was performed after the system usability test. The

test consisted of altered versions of the test cases during the functionality testing where the most

important functions were shown to the respondents. The respondents then used the web

application and examined each test case wherein they checked either a "YES" or "NO" for each

case. The product is considered accepted by the user if all the test cases were given a remark of

"YES".

Maintenance

Once the testing phase is over, the focus of the maintenance phase is to work on the

problems encountered by the users during the testing phase. Improving the features and

functionality of the web application is done to provide a better experience for the users.

86
 Chapter 4

Results and Discussion

Stress Test

Through the user of loader.io, a free online tool used for load testing websites, the created

website underwent stress testing to figure out if it could handle multiple users simultaneously.

Loader.io simulates a select number of users connecting to the website per second and shows

how well the website is handling it. The website was tested with 18 clients connecting per

second which is the number of respondents stated then it was tested with the default value of 250

clients connecting per second. Figure 4.1 and figure 4.2 show that the website was able to handle

the amount of clients connecting per second. The way loader.io tests the website is through

sending the website GET requests and tracking the performance of the website to see if it is

capable of handling that many requests.

87
 Figure 4.1 18 clients over 1 minute test

Figure 4.2 250 clients over 1 minute

Hosting

The website was hosted through hostinger and, among the packages offered by the web

hosting site, the ‘Single Web Hosting’ package was chosen for the performance tracking website.

Figure 4.3 displays what the selected package offers.

88
Figure 4.3 Hostinger package selected

89
Functionality Testing

Each feature and function of the performance tracker were tested individually. The tests

and requirements were separated into “Admin” and “User” to allow for a more thorough

examination of each task. It conducts a precise evaluation of each function in addition to

providing an in-depth study of each one. The web application's testing phase with administrators

and users produced the result "PASSED," indicating that the requirements are operating as

expected in a particular circumstance.

Software Requirement Priority

The table below shows the specifications that were identified by the researchers for each

division; admin and users. The Three-Level Scale was used by the researchers since it is a widely

used method of ranking the importance of the functions. When the priority level of a function is

rated as “HIGH” it indicates that it is an important feature of the system as its implementation

affects the overall quality and functionality of the system. Furthermore, these functions fulfilled

the goal of the study. Functions having a priority of "MODERATE" are significant but not as

urgent as those with a priority of "HIGH." Functions rated as “LOW” would be features that are

not important and will mostly be implemented either as designs or additional functions for the

system.

The table below displays the list of needs along with their corresponding identifiers and

priority levels.

# Requirement Priority
R1 Admin Login HIGH

90
 R2 View Dashboard HIGH
R3 Track Employee Performance HIGH
R4 Track Employee Rankings HIGH
R5 Management of Employees HIGH
R6 Management of Rewards HIGH
R7 Management of DA HIGH
R8 Uploading of Scorecard HIGH
Table 4.1 Admin Software Priority Requirements

# Requirement Priority
R1 User Login HIGH
R2 View User Profile HIGH
R3 Access Performance Records HIGH
R4 View Accumulated DA HIGH
R5 View Employee Ranking HIGH
Table 4.2 User Software Priority Requirements

Requirements Traceability Test (RTM)

The tables summarize the mapping of the relationship and connection of each

requirement to each other.

Requirement # Type of Requirement Test Case #

R1 Functional TC1.1, TC1.2, TC1.3

R2 Functional TC2.1, TC2.2, TC2.3, TC2.4, TC2.5,

TC2.6,

R3 Functional
TC3.1, TC3.2, TC3.3, TC3.4

R4 Functional
TC4.1, TC4.2, TC4.3, TC4.4
TC5.1, TC5.2, TC5.3, TC5.4, TC5.5,
R5 Functional
TC5.6, TC5.7, TC5.8, TC5.9

R6 Functional
TC6.1, TC6.2, TC6.3, TC6.4,
TC7.1, TC7.2, TC7.3, TC7.4, TC7.5,
R7 Functional
TC7.6, TC7.7

R8 Functional
TC8.1, TC8.2, TC8.3

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 Table 4.3 Admin RTM

Requirement # Type of Requirement Test Case #

R1 Functional TC1.1, TC1.2, TC1.3
R2 Functional TC2.1, TC2.2
R3 Functional TC3.1
R4 Functional TC4.1

R5 Functional TC5.1

Table 4.4 User RTM

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Test Suites

The Test Suite shows that the requirements have been met. It gives an overview, dependencies, pre- and post-conditions,

expected outputs, and results for each test case that was run as part of the test suite. Each test suite was rated as "PASSED" based on

the information obtained from the participants. This shows that the system's features and requirements are operating effectively and in

accordance with expectations.

Admin Test Suites

Admin Test Suite 1: Verify the “Admin Login” Requirements

# TS1

Title Verify the "Admin Login" Requirements

Description To test the scenarios that may occur during the execution of an admin logging in to their account

Trial 1 Trial 2 Trial 4

Trial 3 Participant
Result Result Result
Depend Post-Conditio Result Result
# Summary Pre-Condition Execution of Steps Expected Output (PASSED (PASSE (PASSED
ency n (PASSED (PASSED/
/ D/ /
/FAILED) FAILED)
FAILED) FAILED) FAILED)

The credentials
1. Go to Login
inputted by the
Page The user will not
user was not
2. Input username be able to login,
Verify that included in the The user
in the and an alert box
the user database of the cannot
"Username" input will be displayed
TC1.1 cannot system proceed with PASSED PASSED PASSED PASSED PASSED
box with a message
login in the login
3. Do not fill up stating "Wrong
the system The user has process
the password username and
missed to input
field password"
one field in the
4. Click Login
login page

93
 There is an
incorrect or
mismatch of
credentials
inputted by the
user

1. Go to Login
Page The user will not
Verify that
2. Input wrong be able to login,
the email The user
username in the and an alert box
field The email cannot
"Username" input will be displayed
TC1.2 rejects an inputted by the proceed with PASSED PASSED PASSED PASSED PASSED
box with a message
invalid admin is invalid the login
3. Do not fill up stating "Wrong
email process
the password username and
address
field password"
4. Click Login

1. Go to Login
Verify the
The user's login Page
type of
credentials are 2. Input username The user will be able
account
encoded in the The user can in the "Username" to access the system
when the
TC1.3 database, and it is access the input box depending on the PASSED PASSED PASSED PASSED PASSED
user has
categorized admin page 3. Input password type of account
logged in (if
depending on the in the "Password" logged in
user or
type of account. Input box
admin)
4. Click Login

Table 4.5 Admin Test Suite 1

Admin Test Suite 2: Verify the “View Dashboard” Requirements

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 # TS2

Title Verify the "View Dashboard" Requirements

Description To test the scenarios that may occur during the execution of an admin logging in to their account
Trial 3
Trial 1 Trial 2 Result Trial 4 Participant
Depen Post-Conditio Result Result (PASSE Result Result
# Summary Pre-Condition Execution of Steps Expected Output
dency n (PASSED/ (PASSED/ D (PASSED/ (PASSED/
FAILED) FAILED) /FAILED FAILED) FAILED)
)
1. Go to Login
Page
2. Input admin
Verify that the username in the
The admin can The admin will be
correct Scorecard is "Username" input
view the able to view the
TC2.1 number of uploaded to the box PASSED PASSED PASSED PASSED PASSED
number of number of
employees is database 3. Input admin
employees employees
displayed password in the
"Password" Input
box
4. Click Login
1. Go to Login
Page
2. Input admin
Verify that the
The admin can username in the
correct The admin will be
Scorecard is view the "Username" input
number of able to view the
TC2.2 uploaded to the number of box PASSED PASSED PASSED PASSED PASSED
employees number of
database employees 3. Input admin
with DA is employees with DA
with DA password in the
displayed
"Password" Input
box
4. Click Login
Verify that the The admin can 1. Go to Login The admin will be
Scorecard is
correct view the Page able to view the
TC2.3 uploaded to the PASSED PASSED PASSED PASSED PASSED
number of number of 2. Input admin number of surpassed
database
surpassed surpassed username in the employees

95
 employees is employees "Username" input
displayed box
3. Input admin
password in the
"Password" Input
box
4. Click Login
1. Go to Login
Page
2. Input admin
Verify that the
The admin can username in the
correct The admin will be
Scorecard is view the "Username" input
number of able to view the
TC2.4 uploaded to the number of box PASSED PASSED PASSED PASSED PASSED
achieved number of achieved
database achieved 3. Input admin
employees is employees
employees password in the
displayed
"Password" Input
box
4. Click Login
1. Go to Login
Page
2. Input admin
Verify that the The admin can username in the
The admin will be
company Scorecard is view the "Username" input
able to view the
TC2.5 performance uploaded to the company box PASSED PASSED PASSED PASSED PASSED
company
graph is database performance 3. Input admin
performance graph
displayed graph password in the
"Password" Input
box
4. Click Login
1. Go to Login
Page
2. Input admin
Verify that the Scorecard is
The admin can username in the The admin will be
TC2.6 feed is uploaded to the PASSED PASSED PASSED PASSED PASSED
view the feed "Username" input able to view the feed
displayed database
box
3. Input admin
password in the

96
 "Password" Input
box
4. Click Login
1. Go to Login
Page
2. Input admin
The admin can
Verify that the username in the
view the The admin will be
current Scorecard is "Username" input
current able to view the
TC2.7 monthly uploaded to the box PASSED PASSED PASSED PASSED PASSED
monthly current monthly
performance database 3. Input admin
performance performance
is displayed password in the
table
"Password" Input
box
4. Click Login
Table 4.6 Admin Test Suite 2

Admin Test Suite 3: Verify the “Track Employee Performance” Requirements

# TS3

Title Verify the "Track Employee Performance" Requirements

Description To test the scenarios that may occur during the execution of an admin logging in to their account
Trial 3
Trial 2
Trial 1 Result Trial 4 Participant
Result
Depen Post-Conditio Execution of Result (PASSE Result Result
# Summary Pre-Condition Expected Output (PASSED
dency n Steps (PASSED/ D (PASSED/ (PASSED/
/
FAILED) /FAILED FAILED) FAILED)
FAILED)
)
Verify that The admin can 1. Go to Login The admin will be
the admin Scorecard is view the Page able to view the
TC3.1 can view uploaded to the recently 2. Input admin recently recorded PASSED PASSED PASSED PASSED PASSED
recently database recorded username in the employee
recorded employee "Username" input performance

97
 employee performance box
performance 3. Input admin
password in the
"Password" Input
box
4. Click Login
5. Click Employee
Performance Tab
6. Click recently
recorded viewin
option
1. Go to Login
Page
2. Input admin
username in the
"Username" input
Verify that box
the admin The admin can 3. Input admin The admin will be
Scorecard is
can view view employee password in the able to view
TC3.2 uploaded to the PASSED PASSED PASSED PASSED PASSED
employee performance "Password" Input employee
database
performance by day box performance by day
by day 4. Click Login
5. Click Employee
Performance Tab
6. Click by day
performance
option
1. Go to Login
Page
Verify that 2. Input admin
The admin will be
the admin The admin can username in the
Scorecard is able to view
can view view employee "Username" input
TC3.3 uploaded to the employee PASSED PASSED PASSED PASSED PASSED
employee performance box
database performance by
performance by month 3. Input admin
month
by month password in the
"Password" Input
box

98
 4. Click Login
5. Click Employee
Performance Tab
6. Click by month
viewing option
1. Go to Login
Page
2. Input admin
username in the
"Username" input
Verify that
box
the admin The admin can The admin will be
Scorecard is 3. Input admin
can view view employee able to view
TC3.4 uploaded to the password in the PASSED PASSED PASSED PASSED PASSED
employee performance employee
database "Password" Input
performance by year performance by year
box
by year
4. Click Login
5. Click Employee
Performance Tab
6. Click by year
viewing option
Table 4.7 Admin Test Suite 3

Admin Test Suite 4: Verify the “Track Employee Rankings” Requirements

# TS4

Title Verify the "Track Employee Rankings" Requirements

Description To test the scenarios that may occur during the execution of an admin logging in to their account
Trial 3
Trial 1 Trial 2 Result Trial 4 Participant
Depen Post-Conditio Result Result (PASSE Result Result
# Summary Pre-Condition Execution of Steps Expected Output
dency n (PASSED/ (PASSED/ D (PASSED/ (PASSED/
FAILED) FAILED) /FAILED FAILED) FAILED)
)
Verify that the Scorecard is The admin can 1. Go to Login The admin will be
TC4.1 admin can uploaded to the view the Page able to view the PASSED PASSED PASSED PASSED PASSED
current database current 2. Input admin current employee

99
 employee employee username in the rankings
rankings rankings "Username" input
box
3. Input admin
password in the
"Password" Input
box
4. Click Login
5. Click Employee
Rankings Tab
6. Click current
rank
1. Go to Login
Page
2. Input admin
username in the
"Username" input
Verify that the
box
admin can The admin can The admin will be
Scorecard is 3. Input admin
view view employee able to view
TC4.2 uploaded to the password in the PASSED PASSED PASSED PASSED PASSED
employee rankings on employee rankings
database "Password" Input
rankings on specific day on specific day
box
specific day
4. Click Login
5. Click Employee
Rankings Tab
6. Click rank on
specific day
1. Go to Login
Page
Verify that the
2. Input admin
admin can
The admin can username in the The admin will be
view Scorecard is
view employee "Username" input able to view
TC4.3 employee uploaded to the PASSED PASSED PASSED PASSED PASSED
rankings by box employee rankings
rankings on database
month 3. Input admin on specific month
specific
password in the
month
"Password" Input
box

100
 4. Click Login
5. Click Employee
Rankings Tab
6. Click rank on
specific month
1. Go to Login
Page
2. Input admin
username in the
"Username" input
Verify that the
box
admin can The admin can The admin will be
Scorecard is 3. Input admin
view view employee able to view
TC4.4 uploaded to the password in the PASSED PASSED PASSED PASSED PASSED
employee rankings on employee rankings
database "Password" Input
rankings on specific year on specific year
box
specific year
4. Click Login
5. Click Employee
Rankings Tab
6. Click ranking on
specific year
Table 4.8 Admin Test Suite 4

Admin Test Suite 5: Verify the “Management of Employees” Requirements

# TS5

Title Verify the "Management of Employees" Requirements

Description To test the scenarios that may occur during the execution of an admin logging in to their account
Trial 1 Trial 2 Trial 3 Participant
Trial 4 Result
Summar Depen Pre-Conditio Post-Condit Execution of Expected Result Result Result Result
# (PASSED/
y dency n ion Steps Output (PASSED/ (PASSED/ (PASSED (PASSED/
FAILED)
FAILED) FAILED) /FAILED) FAILED)
Verify 1. Go to Login
The admin
that the Scorecard is Page The admin will
can view the
TC5.1 admin can uploaded to 2. Input admin be able to view PASSED PASSED PASSED PASSED PASSED
employee
view the database username in the employee list
list
employee "Username"

101
 list input box
3. Input admin
password in the
"Password"
Input box
4. Click Login
5. Click
Manage
Employee Tab

1. Go to Login
Page
2. Input admin
username in the
"Username"
input box
Verify 3. Input admin
that the The admin password in the The admin will
admin can Scorecard is can view the "Password" be able to view
TC5.2 view the uploaded to profile of a Input box the profile of a PASSED PASSED PASSED PASSED PASSED
profile of the database specific 4. Click Login specific
a specific employee 5. Click employee
employee Manage
Employee Tab
6. Click the
‘eye’ icon
beside the
employee

1. Go to Login
Page
Verify
The admin 2. Input admin The admin will
that the Scorecard is
can view username in the be able to delete
TC5.3 admin can uploaded to PASSED PASSED PASSED PASSED PASSED
delete an "Username" an employee
delete an the database
employee input box from the list
employee
3. Input admin
password in the

102
 "Password"
Input box
4. Click Login
5. Click
Manage
Employee Tab
6. Click the
‘trash’ icon
beside the
employee

1. Go to Login
Page
2. Input admin
username in the
"Username"
input box
3. Input admin
Verify password in the
The admin will
that the Scorecard is The admin "Password"
be able to edit an
TC5.4 admin can uploaded to can edit an Input box PASSED PASSED PASSED PASSED PASSED
employee from
edit an the database employee 4. Click Login
the list
employee 5. Click
Manage
Employee Tab
6. Click the
‘edit’ icon
beside the
employee

1. Go to Login
Verify
Page
that the The admin
Scorecard is 2. Input admin The admin will
admin can can edit an
TC5.4 uploaded to username in the be able to edit PASSED PASSED PASSED PASSED PASSED
edit an employee
the database "Username" employee name
employee name
input box
name
3. Input admin

103
 password in the
"Password"
Input box
4. Click Login
5. Click
Manage
Employee Tab
6. Click the
‘edit’ icon
beside the
employee
7. Change
employee name

1. Go to Login
Page
2. Input admin
username in the
"Username"
input box
3. Input admin
password in the
Verify "Password"
The admin
that the Input box The admin will
Scorecard is can edit
admin can 4. Click Login be able to edit
TC5.6 uploaded to employee PASSED PASSED PASSED PASSED PASSED
edit 5. Click employee email
the database email
employee Manage address
address
address Employee Tab
6. Click the
‘edit’ icon
beside the
employee
7. Change
employee email
address

TC5.6 Verify Scorecard is The admin 1. Go to Login The admin will PASSED PASSED PASSED PASSED PASSED

104
 that the uploaded to can edit Page be able to edit
admin can the database employee 2. Input admin employee
edit contact username in the contact number
employee number "Username"
contact input box
number 3. Input admin
password in the
"Password"
Input box
4. Click Login
5. Click
Manage
Employee Tab
6. Click the
‘edit’ icon
beside the
employee
7. Change
employee
contact number

1. Go to Login
Page
2. Input admin
username in the
"Username"
input box
Verify
3. Input admin
that the The admin The admin will
Scorecard is password in the
admin can can edit be able to edit
TC5.7 uploaded to "Password" PASSED PASSED PASSED PASSED PASSED
edit employee employee
the database Input box
employee username username
4. Click Login
username
5. Click
Manage
Employee Tab
6. Click the
‘edit’ icon
beside the

105
 employee
7. Change
employee
username

1. Go to Login
Page
2. Input admin
username in the
"Username"
input box
3. Input admin
password in the
Verify
"Password"
that the The admin The admin will
Input box
admin can Scorecard is can edit be able to edit
4. Click Login
TC5.8 edit uploaded to employee employee PASSED PASSED PASSED PASSED PASSED
5. Click
employee the database account account
Manage
account password password
Employee Tab
password
6. Click the
‘edit’ icon
beside the
employee
7. Change
employee
account
password
1. Go to Login
Page
Verify
2. Input admin
that the The admin
username in the The admin will
admin can Scorecard is can edit
"Username" be able to edit
TC5.9 edit uploaded to employee PASSED PASSED PASSED PASSED PASSED
input box employee
employee the database account
3. Input admin account image
account image
password in the
image
"Password"
Input box

106
 4. Click Login
5. Click
Manage
Employee Tab
6. Click the
‘edit’ icon
beside the
employee
7. Change
employee
account image
Table 4.9 Admin Test Suite 5

Admin Test Suite 6: Verify the “Management of Rewards” Requirements

# TS6

Title Verify the "Management of Rewards" Requirements

Description To test the scenarios that may occur during the execution of an admin logging in to their account
Trial 1 Trial 2 Trial 3 Trial 4 Participan
Depend Post-Conditi Execution of Result Result Result Result t Result
# Summary Pre-Condition Expected Output
ency on Steps (PASSED/ (PASSED/ (PASSED (PASSED/ (PASSED/
FAILED) FAILED) /FAILED) FAILED) FAILED)
1. Go to Login
Page
2. Input admin
username in the
Verify that
"Username" input
the admin The admin
box The admin will be
can view Scorecard is can view the
3. Input admin able to view the
TC6.1 eligible uploaded to the eligible PASSED PASSED PASSED PASSED PASSED
password in the eligible employees
employees database employees for
"Password" Input for this month
for this this month
box
month
4. Click Login
5. Click Manage
Rewards Tab
6. Click this

107
 month
1. Go to Login
Page
2. Input admin
Verify that username in the
the admin "Username" input
The admin
can view box The admin will be
can view
eligible Scorecard is 3. Input admin able to view
eligible
TC6.2 employees uploaded to the password in the eligible employees PASSED PASSED PASSED PASSED PASSED
employees on
rankings on database "Password" Input for a specific
a specific
specific a box month
month
specific 4. Click Login
month 5. Click Manage
Rewards Tab
6. Click specific
month
1. Go to Login
Page
2. Input admin
username in the
Verify that "Username" input
The admin
the admin box The admin will be
Scorecard is can view
can view 3. Input admin able to view
TC6.3 uploaded to the eligible PASSED PASSED PASSED PASSED PASSED
eligible password in the eligible employees
database employees for
employees "Password" Input for this year
this year
for this year box
4. Click Login
5. Click Manage
Rewards Tab
6. Click this year
Verify that 1. Go to Login
The admin
the admin Page
can view The admin will be
can view Scorecard is 2. Input admin
eligible able to view
TC6.4 eligible uploaded to the username in the PASSED PASSED PASSED PASSED PASSED
employees for eligible employees
employees database "Username" input
a specific for a specific year
for a box
year
specific 3. Input admin

108
 year password in the
"Password" Input
box
4. Click Login
5. Click Manage
Rewards Tab
6. Click specific
year
Table 4.10 Admin Test Suite 6

Admin Test Suite 7: Verify the “Management of DA” Requirements

# TS7

Title Verify the "Management of DA" Requirements

Description To test the scenarios that may occur during the execution of an admin logging in to their account
Trial 3
Trial 1 Trial 2 Result Trial 4 Participant
Depend Post-Conditio Result Result (PASSE Result Result
# Summary Pre-Condition Execution of Steps Expected Output
ency n (PASSED/ (PASSED/ D (PASSED/ (PASSED/
FAILED) FAILED) /FAILED FAILED) FAILED)
)
1. Go to Login
Page
2. Input admin
username in the
Verify that "Username" input
the admin box
Scorecard is The admin can The admin will be
can view 3. Input admin
TC7.1 uploaded to the view employee able to view PASSED PASSED PASSED PASSED PASSED
eligible password in the
database list employee list
employee "Password" Input
list box
4. Click Login
5. Click Manage
DA Tab

109
 1. Go to Login
Page
2. Input admin
username in the
Verify that "Username" input
the admin box The admin will be
Scorecard is The admin can
can view 3. Input admin able to view
TC7.2 uploaded to the view employee PASSED PASSED PASSED PASSED PASSED
employee password in the employee attained
database list
attained "Password" Input scores
scores box
4. Click Login
5. Click Manage
DA Tab

1. Go to Login
Page
2. Input admin
username in the
"Username" input
box
Verify that
3. Input admin
the admin Scorecard is The admin can The admin will be
password in the
TC7.3 can view uploaded to the view employee able to view PASSED PASSED PASSED PASSED PASSED
"Password" Input
employee database goals employee goals
box
goals
4. Click Login
5. Click Manage
DA Tab
6. Click Employee
Goals Tab

1. Go to Login
Verify that Page
The admin will be
the admin Scorecard is 2. Input admin
able to view
TC7.4 can view uploaded to the username in the PASSED PASSED PASSED PASSED PASSED
employee target
employee database "Username" input
goals
target goals box
3. Input admin

110
 password in the
"Password" Input
box
4. Click Login
5. Click Manage
DA Tab
6. Click Employee
Goals Tab

1. Go to Login
Page
2. Input admin
username in the
"Username" input
box
Verify that
3. Input admin
the admin Scorecard is The admin will be
password in the
TC7.5 can rollback uploaded to the able to rollback PASSED PASSED PASSED PASSED PASSED
"Password" Input
employee database employee DA
box
DA
4. Click Login
5. Click Manage
DA Tab
6. Click Rollback
Employee

1. Go to Login
Page
2. Input admin
username in the
Verify that
"Username" input The admin will be
the admin Scorecard is
box able to select
TC7.6 can select uploaded to the PASSED PASSED PASSED PASSED PASSED
3. Input admin employee to rollback
employee to database
password in the DA
rollback DA
"Password" Input
box
4. Click Login
5. Click Manage

111
 DA Tab
6. Click Rollback
Employee
7. Select Employee

1. Go to Login
Page
2. Input admin
username in the
"Username" input
Verify that box
the admin 3. Input admin
The admin will be
can set Scorecard is password in the
able to set target
TC7.7 target goals uploaded to the "Password" Input PASSED PASSED PASSED PASSED PASSED
goals for employees
for database box
with DA
employees 4. Click Login
with DA 5. Click Manage
DA Tab
6. Click Employee
Goals Tab
7. Click Set Goals

Table 4.11 Admin Test Suite 7

112
 Admin Test Suite 8: Verify the “Uploading of Scorecard” Requirements

# TS8

Title Verify the "View Dashboard" Requirements

Description To test the scenarios that may occur during the execution of an admin logging in to their account
Trial 3
Trial 1 Trial 2 Result Trial 4 Participant
Depend Result Result (PASSE Result Result
# Summary Pre-Condition Post-Condition Execution of Steps Expected Output
ency (PASSED/ (PASSED/ D (PASSED/ (PASSED/
FAILED) FAILED) /FAILED FAILED) FAILED)
)
1. Go to Login Page
2. Input admin
username in the
"Username" input
box
Verify that
The admin can 3. Input admin
the admin A valid excel sheet The admin will be
upload a valid password in the
TC8.1 can upload a (.xlsx) scorecard is able to upload a valid PASSED PASSED PASSED PASSED PASSED
excel sheet "Password" Input
valid uploaded scorecard
scorecard box
scorecard
4. Click Login
5. Click Upload File
Tab
6. Upload a valid
excel file
1. Go to Login Page
2. Input admin
Verify that File uploaded is username in the The admin will not be
the admin not an excel file The admin "Username" input able to upload an
cannot cannot upload box invalid scorecard
TC8.2 PASSED PASSED PASSED PASSED PASSED
upload an Excel file does not an invalid excel 3. Input admin
invalid have the correct sheet scorecard password in the “Invalid File Type”
scorecard format "Password" Input error will pop up
box
4. Click Login

113
 5. Click Upload File
Tab
6. Upload an invalid
excel file
1. Go to Login Page
2. Input admin
username in the
Verify that "Username" input
File uploaded is a The admin will be
the admin box
valid excel file able to upload a valid
can upload a 3. Input admin
scorecard
valid password in the
TC8.3 Excel file has PASSED PASSED PASSED PASSED PASSED
scorecard "Password" Input
correct format but “No record for a
with box
incomplete specific employee”
incomplete 4. Click Login
information will pop up
information 5. Click Upload File
Tab
6. Upload a valid
excel file
Table 4.12 Admin Test Suite 8

User Test Suites

User Test Suite 1: Verify the “User Login” Requirements

# TS1

Title Verify the "View Dashboard" Requirements

Description To test the scenarios that may occur during the execution of an admin logging in to their account
Trial 3
Trial 2
Trial 1 Result Trial 4 Participant
Result
Depend Post-Conditio Result (PASSE Result Result
# Summary Pre-Condition Execution of Steps Expected Output (PASSED
ency n (PASSED/ D (PASSED/ (PASSED/
/
FAILED) /FAILED FAILED) FAILED)
FAILED)
)
Verify if the The users The user can 1. Go to the login The user will be
TS1.1 user can log credentials are login to their page able to login to their PASSED PASSED PASSED PASSED PASSED
into a are registered in account 2. Input registerd specific account and

114
 registered the system user credentials in view the user page
account this case
(aaron@gmail.com
and 123 for the
password)
3. Click login
Verify if the 1. Go to the login
user can not The user The user can page The user will not be
login with a credentials are not register 2. Input the able to login to their
TS1.2 PASSED PASSED PASSED PASSED PASSED
non not registered in into their unregistered user specific account and
registered the system account credentials view the user page
account 3. Click login
1. Go to the login
Verify if the
page
user can not The user
The user can 2. Input the The user will not be
login with mistypes their
not register incorrect user able to login to their
TS1.3 incorrect credentials ether PASSED PASSED PASSED PASSED PASSED
into their credentials specific account and
username their username or
account (username or view the user page
and/or password
password)
password
3. Click login
Table 4.13 User Test Suite 1

User Test Suite 2: Verify the “View User Profile” Requirements

# TS2

Title Verify the "View User Profile" Requirements

Description To test the scenarios that may occur during the execution of an admin logging in to their account
Trial 3
Trial 1 Trial 2 Trial 4 Participant
Result
Depend Post-Conditio Result Result Result Result
# Summary Pre-Condition Execution of Steps Expected Output (PASSED
ency n (PASSED/ (PASSED/ (PASSED/ (PASSED/
/FAILED
FAILED) FAILED) FAILED) FAILED)
)

115
 The user 1. The user login to
has logged The user has The user can their account The user is
TS2.1 into their TS1 logged in to their view the user 2. They are redirected to the PASSED PASSED PASSED PASSED PASSED
respective account dashboard directed to the user user profile page
account profile page
1. The user is
The user is logged in and is on
The user is
logged in to their The user will another page of the The user is
on another
TS2.2 TS1 account and be redirected to website redirected to the PASSED PASSED PASSED PASSED PASSED
page in the
currently on the user profile 2. The user clicks user profile page
website
another page on the user profile
tab
Table 4.14 User Test Suite 2

User Test Suite 3: Verify the “Access Performance Records” Requirements

# TS3

Title Verify the "Access Performance Records" Requirements

Description To test the scenarios that may occur during the execution of an admin logging in to their account
Trial 3
Trial 1 Trial 2
Result Trial 4 Participan
Result Result
Depend Post-Conditio Execution of (PASSE Result t Result
# Summary Pre-Condition Expected Output (PASSED (PASSED
ency n Steps D (PASSED/ (PASSED/
/ /
/FAILE FAILED) FAILED)
FAILED) FAILED)
D)
1. The user is
The user logged in and is
The user will
accesses currenly on the The user is
The user has be redirected
the users page redirected to the
TS3.1 TS1 logged in to to the PASSED PASSED PASSED PASSED PASSED
performanc 2. The user clicks performance record
their account performance
e records on the tab
records page
page performance
records tab
Table 4.15 User Test Suite 3

116
 User Test Suite 4: Verify the “View Accumulated DA” Requirements
# TS4

Title Verify the "View Accumulated DA" Requirements

Description To test the scenarios that may occur during the execution of an admin logging in to their account
Trial 2 Trial 3
Trial 1 Trial 4
Result Result Participa
Result Result
Depend Post-Conditi Execution of (PASSE (PASSE nt Result
# Summary Pre-Condition Expected Output (PASSE (PASSED
ency on Steps D/ D (PASSED/
D/ /
FAILED /FAILE FAILED)
FAILED) FAILED)
) D)
1. The user has
The logged logged in and is
The user will
in user currently on the The user is
The user has be redirected
accesses users page redirected to the
TS4.1 TS1 logged into to the PASSED PASSED PASSED PASSED PASSED
the 2. The user clicks Accumulated DA
their account Accumulated
accumulate on the page
DA page
d DA page Accumulated DA
tab
Table 4.16 User Test Suite 4

User Test Suite 5: Verify the “View Employee Ranking” Requirements

# TS5

Title Verify the "View Employee Ranking" Requirements

Description To test the scenarios that may occur during the execution of an admin logging in to their account
Trial 2 Trial 3
Trial 1
Result Result Trial 4 Participan
Result
Depend Post-Conditi Execution of (PASSE (PASSE Result t Result
# Summary Pre-Condition Expected Output (PASSED
ency on Steps D/ D (PASSED/ (PASSED/
/
FAILED /FAILE FAILED) FAILED)
FAILED)
) D)
The logged The user has The user will 1. The user has The user is
TS5.1 in user TS1 logged into be redirected logged in and is redirected to the PASSED PASSED PASSED PASSED PASSED
accesses their account to the currently on the Employee Ranking

117
 the Employee users page pag
Employee Ranking page 2. The user clicks
ranking on the Employee
page ranking page
Table 4.17 User Test Suite 5

118
Survey results

Upon gathering the results of the survey from the non-voice agents and manager of the

selected Healthcare IT BPO Call Center company, the mean was calculated from their answers to

measure how effective the website was from their experience.

Respondent Result Interpretation

1 50 Poor

2 50 Poor

3 90 Excellent

4 77.5 Good

5 75 Good

6 85 Excellent

7 92.5 Excellent

8 72.5 Excellent

9 87.5 Excellent

10 85 Excellent

11 100 Excellent

12 75 Good

13 100 Excellent

14 100 Excellent

15 100 Excellent

16 100 Excellent

17 100 Excellent

Table 4.18 Agent

119
 Respondent Result Interpretation

1 100 Excellent

Table 4.19 Manager

Respondent Result Interpretation

1 50 Poor

2 50 Poor

3 90 Excellent

4 77.5 Good

5 75 Good

6 85 Excellent

7 92.5 Excellent

8 72.5 Excellent

9 87.5 Excellent

10 85 Excellent

11 100 Excellent

12 75 Good

13 100 Excellent

14 100 Excellent

15 100 Excellent

16 100 Excellent

17 100 Excellent

1 (Manager) 100 Excellent

Average 85.55 Excellent

Table 4.20 Total survey results

120
 Table 4.18 and Table 4.19 displays the respondent’s individual score given to the web

application, overall score, and interpretation of such scores. There were a total of 18 respondents,

17 being the non-voice agents and 1 being their manager. The mean was gathered by adding all

the scores from the SUS forms answered by the respondents and dividing it by the total number

of respondents to get the average score of 85.55. 2 respondents had a ‘Poor’ experience with the

website, 3 respondents had a ‘Good’ experience with the website, and 13 respondents had an

‘Excellent’ experience with the website. The overall score interpretation shows that the majority

of the respondents were able to navigate and utilize the functions of the website properly.

User Acceptance Testing (UAT)

The user acceptance of the web application involved 2 end users which are the manager, and the

non-voice agent. A UAT is used to assess whether the system satisfies the needs, performance,

and requirements of the end user. Two questionnaires or forms are provided to the two end users

in order to perform a UAT. One form is used to check if system functioning is accomplished,

while the other is used to determine UI-based design and user experience.

NO. ACCEPTANCE REQUIREMENT YES NO

1 Managers can log in without signing up in the application as the ✓

accounts are already provided by the system administrator

2 Managers can view the overall monthly or yearly statistics of his/her ✓

agents through the dashboard.

3 Managers can view all their non-voice agents’ individual scores on ✓

each criteria set by the company (CPH, ATT, QA).

4 Managers can see the overall ranking of their non-voice agents ✓

121
 through the employee list and scores.

5 Managers can view non-voice agents that are eligible for rewards ✓
through the rewards page.

6 Managers can set goals to accomplish for non-voice agents with ✓

disciplinary actions.

7 Managers can rollback disciplinary actions from their non-voice ✓

agents.

8 Managers can add and disable accounts of non-voice agents. ✓

9 Managers can be notified when a non-voice agent receives a ✓

disciplinary action.

10 Managers can be notified when a non-voice agents fails to accomplish ✓

their assigned goals.

11 Managers can upload their agent’s scorecards to update their ✓

performance or manually input it through a web-equivalent form.
Table 4.21 Manager Acceptance Requirements

NO. ACCEPTANCE REQUIREMENT YES NO

1 Non-voice agents can login through the accounts given by the ✓

manager.

2 Non-voice agents can view his/her profile page. ✓

3 Non-voice agents can access his/her own performance records. ✓

4 Non-voice agents can view his/her accumulated DA. ✓

5 Non-voice agents can view his/her goals to be accomplished as well ✓

as their respective deadlines.

6 Non-voice agents can view his/her ranking compared to other ✓

non-voice agents.
Table 4.22 Non-Voice Agents Acceptance Requirements

122
 NO. ACCEPTANCE REQUIREMENT YES NO

1 System administrator can access and edit data in the database. ✓

2 System administrator can view all the list of accounts in the database. ✓

3 System administrator can create an account for the manager and the ✓
non-voice agent.
Table 4.23 System Administrator Acceptance Requirements

Manager Process Average Turnaround Time

Process Average Turnaround Time Average Turnaround Time

(using Web application)

Determining Monthly 5 minutes per agent 20 seconds for all agents

rewards eligibility of
non-voice agents

Determining Annual rewards 8 minutes per agent 24 seconds for all agents
eligibility of non-voice agents

Determining non-voice agents 4 minutes per agent 20 seconds for all agents
with disciplinary action

Calculating Monthly 4 minutes per agent 15 seconds for all agents

performance

Calculating Annual 7 minutes per agent 20 seconds for all agents

performance
Table 4.24 Manager’s turnaround time with and without the use of the system

The figure above displays the manager’s turnaround time of each process with and

without the use of the web application. When it comes to determining which non-voice agents

are eligible for monthly rewards, without the use of the system, the manager takes 5 minutes per

agent while, through the use of the system, the manager only takes 20 seconds to view all

non-voice agents eligible for the month. Determining annual rewards usually takes 8 minutes per

agent but, through the use of the web application, the time is reduced to 24 seconds for all

123
agents. Determining non-voice agents with disciplinary action turned from 4 minutes per agent to

20 seconds for all agents. Calculating for monthly performance turned from 4 minutes per agent

to 15 seconds for all agents. Lastly, calculating for annual performance turned from 7 minutes

per agent to 20 seconds for all agents.

124
 Chapter 5

Recommendation and Conclusion

Conclusion

Managing an employee's performance is an important task done by their supervisor as it

keeps track of how well the employees perform based on their assigned work and duties.

Alongside this, keeping track of their performance establishes ways for the manager and

employee to communicate about expectations in terms of their performance. This task can be

tedious to do as a manager can handle only so much which is why performance tracking

applications and websites were created. These platforms allow for managers to input the criteria

used by their company and monitor the performance of their employees.

This study chose a Healthcare IT BPO Call Center company from the Philippines to

develop a performance and rewards eligibility tracking website for. The developed website was

catered to their company’s standards and used their formulas to calculate the employee’s

performance. A stress test was conducted to ensure that the website would be working properly

despite numerous users accessing it and the results showed that it is capable of doing such. The

features and functions of the web application were implemented to be inline with the objectives

of the study. These features and functions were tested through the User Acceptance Testing phase

of the study wherein the results showed that they were all working properly and according to the

needs of the web application and users. After testing the web application’s requirements and

functionalities, the remark of the results of the test were “PASSED” and are operating properly in

the scenario they were tested under. The data gathered from the survey given to the respondents

have shown that, out of the 18 respondents, 16 were able to use it without problems. The web

application gave the selected Healthcare IT BPO Call Center company a platform to store,

125
record, and view their non-voice agent’s performance and eligibility for rewards. Alongside this,

the average turnaround time of the manager calculating the monthly and/or yearly performance

of a non-voice agent, determining who are eligible for monthly or annual rewards, tracking and

determining agent’s who have subsequent disciplinary actions were all lowered significantly.

Recommendations

The study would recommend adding more features and functionalities to the web

application to further enhance the user experience. Alongside this, the study would also

recommend making the web application mobile-friendly for other users who wish to access it

through their mobile devices.

126
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auro/2380c4d7eb1c02fbc96d4d4cbfac56c23c9ec9ee#citing-papers

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 Appendix A

First Interview

Interviewee: Sigmund Arceño

Interviewer: Aaron Marquez

Date: February 27, 2022

Attendees: AM = Aaron Marquez (Interviewer), SA = Sigmund Arceño (Interviewee)

AM: Good afternoon po, thank you po ulit sa pag-agree sa interview po, na-brief na po ba kayo
tungkol po sa topic namin?

SA: When it comes to the background, yes pero I would like to know more about the study, kung
ano yung magiging role ko for this.

AM: So basically po, as IT student po, required po kami gumawa ng at least something na IT
related, so napili po namin una is ranking system based on an employee’s performance. Pero sabi
po ng prof namin “you need to be specific” anong kinds of employees? So ang nasuggest po
samin is call center agents po, kasi po we were informed daw po na gamit daw po for measuring
performances for call center agents is key performance indicators. So, we tried contacting a lot of
them po, some of them answered, some of them didn’t tapos yung mga sumagot din po di na po
namin natawagan ulit kasi po busy po sila. So from what I was told po, non-voice po yung
handle niyo?

SA: That’s correct.

AM: So, what do non-voice agents do po? Kahit brief po.

SA: First of all, I would like to introduce myself, my name is Sigmund Arceño, you can call me
Sigmund, my work as a project manager in a healthcare IT BPO company, so I’ve been working
there for 10 years, so basically what we do as as non-voice account is we abstract or interpret
data from patients’ charts. Basically we handle patients’ charts from healthcare plans from the
US so what we do is we read that entire chart, make sure that capture and record all diagnosis
with valid support and documentation and after that we translate this diagnosis into codes. It is
being used by healthcare plans for reimbursement and payment system. So basically that’s it, we
just abstract document, patient’s diagnosis, and translate this diagnosis into specific codes for
reimbursement and payment purposes.

AM: Ah okay po, so paano pong codes? Programming language po?

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SA: Kasi sa healthcare, it’s a very complex system kasi eh yung healthcare nila eh so for them to
be able to introduce or implement accurate payments or payment accuracy they need to assign
specific codes to all diagnosis or to all identified diagnosis. For example, the provider diagnosed
the patient for hypertension so that hypertension will have specific ICD codes, so this is
International Classification of Diagnosis. For example, hypertension, kung makikita nating yung
hypertension sa chart, we would assign it with a code I10 and then that I10 will be sent to a
regulator and payers which will be used to determine kung ano yung payment or kung valid ba,
at the same time kung yung treatment ba is effective or manageable.

AM: Ah okay po, so bale po, yun nga po nagresearch din po ako ng onti, so bale backend po
yung non-voice po?

SA: Yes, back office or backend.

AM: Okay po, so let’s start off po siguro with, do you use key performance indicators po to
measure the performance of the agents?

SA: Yes, we use it annually, and we also have monthly evaluation assessment.

AM: Okay annually and monthly assessment, what key performance indicators do you use po for
assessing your employees po?

SA: Actually, when we determine if the employee successfully met his or her goals, we use three
criterias so number one is attendance, I mean the first part is attendance, second part would be
the performance, so mas malaki yung weight nya, 10% for attendance and 90% for the
performance. So yung performance namin it is divided into two that’s the accuracy goal or the
accuracy scoring and the second would be the productivity. So, to breakdown for the quality or
accuracy goal we have a minimum of 95% so they must meet that standard for them to be able to
pass the evaluation and then for the productivity side since we are handling charts or patient
charts they need to abstract or to process a minimum of 5 charts per hour. So, let’s say you have
9 hours shift, so that would be one hour non-paid for the lunch, so then the remaining 8 hours
would be allotted for the production, so for the production we measure the productivity of the
individual 80% of the entire shift so let’s say we have 8 hours shift for a day so the employee
must be productive for at least 7.5 hours or approximately 7.5 hours if meron tayong 8 hours sa
isang shift and then yes, so if 5 CPH per hour so multiply mo lang siya sa 7.5 that would be
roughly 28 to 32 charts if I’m not mistaken. So in summary, for the quality we have 95% as our
standards so that’s the accuracy goal and then for the productivity we have 5 charts per hour.

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AM: Okay po, let me just clarify lang po, so basically po for criteria po it’s attendance which is
10% po, performance is 90% so under po sa performance accuracy, scoring and productivity. For
accuracy, minimum po of 95% and productivity it’s minimum of 5 charts per hour po. So bale po
accuracy comes from ano rin po sa pagcalculate like how many hours they have.

SA: So yung accuracy natin it’s basically dependent dun sa accuracy na ginagawa nila, so let’s
say they have already data entered the chart so this would be audited by our subject matter
experts and quality assurance specialists so yung scoring natin is nakabased dun sa total correct
codes na naidentify ni QA, ibabangga dun sa incorrect codes na kinuha ni coder. So parang ano
siya, lumalabas siya na parang raw score divided by perfect score. Yun yung pinakasimplest
niyang explanation if you score the accuracy. So with that, they must meet 95% para mapasa nila
yung audit. So yun.

AM: Okay po, so that’s for accuracy po and for productivity po, basta pa if they have an 8 hours
shift nga po for the day, they have to at least produce roughly 28 - 32 charts per day po.

SA: Or specifically 5 charts per hour, kasi ano rin eh yung shift kasi yan it is affected by a lot of
factors, so pwedeng merong mga meetings, pwedeng merong extracurricular activities, this will
be affected, it is not exactly na 7.5, pero basically parang yun yung paid hours nila or yung goal,
maka-80% sila na productive ng paid time or paid hours sa isang shift. So kung 80% that’s
roughly 7 point something to 7 point 5 hours na productive sila. Pero yung pinaka-bottomline is
dapat 5 charts per hour so kinukuha namin sa system, especially sa mga clicks nila when they
login, may mga punches kami eh so we have login for production, login or a click for coffee
break or lunch break pero yun nga basta naka-click sila as prod dapat nakabangga yan as 5 charts
per hour yung magagawa nila. So pag tinotal mo yung buong shift nila, it needs to be 6.5 or 7
hours na yung production nila, dapat pag dinivide yun naka 5CPH sila or 5 charts per hour.

AM: Okay po, so yung clicks po parang system nalang po yun?

SA: Yes system yun, we have a system for that na everytime na naka-break sila, they should
click on it para di bawas yung utilization nila because that’s how we compute their utilization,
nakabangga sa number sa buong araw na naproduce nilang charts, and then dun sa click nila sa
system namin.

AM: Ah okay po, for the next naman po, nasagot niyo na po kung gaano kafrequent yung
assessment for the agents which is annually and monthly po. Are there ano po, when you assess
your agents po alam din po ba nila yung mga nakukuha nilang assessment like ano po yung mga
scores.

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SA: Yes, kasi ano naman kase when it comes to transparency naman we make sure na they are
aware of the performance status. So everyday we send them their quality scores so their quality
scores included diyan yung kung ano yung score nila for a day, let’s say for yesterday’s audit and
then they will be given a chance to rebut or to file a discrepancy should they find na meron
silang disagreement dun sa ginawa ng quality specialist. So if that’s the case they can send their
discrepancy to us managers, and then what we do is we escalate this to the quality people and
then if the quality will agree, then icchange nila yung ano yung, iccorrect nila yung quality audit
nila, para mag improve yung quality score ni employee. Okay, so and then aside from that from
the productivity, we have an hourly post dun sa central chatroom namin or dun sa shared file
namin, we have an hourly update regards sakanilang productivity, it is important na aware sila
kasi diba 5 charts per hour sila eh so it is important na they are aware if marami na silang nagawa
or nakaka-five charts na sila per hour, kasi let’s say kung nagl-log sila they have the chance na
mas mapabilis yung pagprocess nila ng charts and you know makagawa sila ng way on how to
be more efficient para for a day mameet nila yung quota.

AM: Okay po, so how are they able to see this po, is this ano po through emails po sinesend
yung mga quality scores nila?

SA: So for the daily quality feedback, we send them via email, so the quality managers send us
their daily output so every end of the shift yun sinesend namin sakanila, so kapag nareceive nila
sa umaga or pag naglogin sila then they can review their quality feedback and then they can send
their QA discrepancy. For the ano naman the production naman we usually send it every two
hours, so yung output nila sinsend namin yan sa teams, since we have a team group chat, so lahat
ng employees dun andun so ano sila meron silang kumbagang awareness or they know kung kasi
nakapost eh alam mo yun, nakapost yung buong production ng buong floor so alam nila kung
ano yung mga daily outputs nila or yung hourly output nila when it comes to production. Let me
add na rin, aside from sa daily when it comes to quality and production we also send a monthly
scorecard so on this scorecard nandun nakaindicate yung overall scores nila for the QA and for
the production. They are also ranked, so they would also know kung sa scorecard na yun they
failed or they passed the monthly performance assessment, so bale yung ano namin pagsend
namin ng output sakanila is on a daily basis, kasi diba when you are in a BPO company or when
you are in an organization you have to set expectations sa mga tao, you have to make sure na
they know kung ano yung standing nila so at the end of the month wala masyadong tanong or
walang confusion sa status nila especially sa performance nila, that’s part of the transparency.

AM: So for the assessment po you have daily po? So daily is yun nga po, pagkakukunin po nila
yung scores po for the previous day tas isesend po sakanila the following day tapos if they do
like a “may mali dito” you can send a discrepancy.

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SA: Yes, you can send a discrepancy, and then yung purpose nun is for coaching purposes din
kaya nagddaily tayo ng send ng quality scores and production status for the purpose of coaching.
So when we say that a certain employee failed the production and the quality scorecard then we
would immediately call their attention then we would schedule a 1 on 1 coaching session. Then
you would assess their performance, you make a goal and set expectation, so that alam mo na
may target goal kumbaga so we make a target goal for these employees so these are the things
that they need to meet at the end of the month so that they would pass the performance
evaluation and assessment. So for the monthly naman yung pinakafinal namin, we usually use
this for disciplinary purposes and at the same time for given incentives. Ang incentives kasi
namin ay monthly eh, ang disciplinary namin when we give these actions especially for people
na who wouldn’t meet the standards, we usually do it monthly or by the end of the month. So
dalawa yung purpose non, for incentive purposes and for disciplinary action.

AM: Okay po, yung incentives po is this part of the parang reward system po na meron kayo?

SA: Yes correct, we always have incentives for people who exceed expectations both for
production and quality.

AM: Ah okay po, so ano pong klaseng rewards yung natatanggap po ng nakakaexceed ng
expectations. Is this dagdag po sa pay or something else po ba?

SA: So we have a lot of ways to incentives or to reward our employees; so we have

non-monetary and monetary. For the non-monetary we have parang ano siya facebook siya
kumbaga or social media ng company mismo so there we post our acknowledgement,
recognition so it could be daily weekly and monthly, so dun sa platform na yun we can also give
our employees points, these points can be used para mag redeem ng mga items or mag redeem ng
mga gift checks or gift cards or shopping items kasi sa company kasi namin meron kaming
parang marketplace kumbaga so when we give points to our employees they would be able to
redeem it or use it to redeem let’s say vouchers, it’s for their hardwork and recognition sakanila.
Pero for the monetary naman meron tayong incentive so this is given monthly so during payout
din so if they passed or if they exceed the expectation let’s say for the quality the minimum goal
is 95% if they would be able to exceed that let’s say they could achieve 97% or 98% then there
would be a corresponding incentive cash for that same sa production so let’s say we have a
minimum of 5 CPH if they exceed that 5 CPH let’s say maka-6 sila then there’s also a
corresponding incentive cash for that, they could get as much as 30,000 bonus then they would
be able to receive it pag payout or sweldo na. So may mga tearing tayo sa mga incentive depende
sa criteria, pero same lang naman yung standard, it’s 95% or 5CPH nagvavary din kumbaga, may
mga gates tayo, term namin na tinatawag, may mga gates tayo so if they would be able to
achieve that or pass that then mas lumalaki or mas tumataas yung incentive nila kumbaga.

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AM: Gets po, so bale po, pano po yun like for the rewards system po let’s say yun nga po you
have this agent na nagexceed ng expectation sa quality naka 97%, for the productivity 6 CPH, by
the end of the month. Siya po ba yung pipili kung non-monetary or monetary yung marereceive
niyang incentive?

SA: No, kasi parang same lang naman to for all BPO companies eh, at the start of the month,
part of the expectation if you want to drive productivity or excellent work sa employees mo you
have to set expectations. Part of setting expectations is to present incentives or potential
incentives nila if they excel in their performance, so at the start of the month palang kasi monthly
nagrereset. So at the start of the month palang, let’s say March 1 palang, sesend na namin
sakanila yung mga incentive plan namin, so at the first day of the month palang alam na nila
kung ano mga targets nila kumbaga para malaman nila kung let’s say if they aspire for an amount
like this, kung gusto nila yung amount na makuha nila ganyan, they really have to work hard, so
for example may tearing tayo diyan eh let’s say maexceed nila, let’s say 96% quality, 3000 pesos,
if maka 97% ka, 4000 pesos if maka 100% ka sa QA mo 10,000 pesos, same sa quality may
tearing din, let’s say 6 CPH, let’s say 3,000 and 7 CPH 5,000 and then 8 CPH 10,000 if ma-hit
nila yung target na yun may guarantee na sila kumbaga ng maximum amount na makukuha nila
based dun sa incentive plan na sinsend sakanila at the start of the month.

AM: Ah okay po, so parang naka-layout na po sakanila.

SA: Yes, naka-plan na po talaga siya, kasi you want to drive productivity and then quality
excellence.

AM: Yes po, so bale po sino po nagdedecide. I’m assuming hindi po siya pwedeng
non-monetary and monetary na magkasabay po, is it alternate po ba per month?

SA: Pwede siya, kasi non-monetary we can give it anytime eh, we give it through recognition
diba, through email, and then what i’ve said earlier we have a central platform like facebook,
then you can give your shoutout or acknowledgement for that person, and aside from that we
also have a marketplace wherein we can give certain points to our employees so yung points na
to pag naaccummulate nila they can use it to redeem shopping vouchers, gift checks or
appliances or gadgets. Ayun yung mga non-monetary natin kasi points to, hindi nila to pwedeng
i-convert into cash, pwede lang maredeem sa marketplace namin.

AM: Okay po, for my next question naman po, I’m assuming po it’s per percentage po, diba ang
standard po is 95% kung 96% po may set amount, 97 set amount, 98 set amount, ganon po siya,
let’s say po nabanggit niyo po yung coaching, since you do daily assessments po parang kapag
nakita niyo na po ba na “hindi siya nakaabot sa 5 CPH” like mababa or three calls or quality nag
drop sa 80, ano pong action, like diretso coaching po agad siya or warning pa?

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SA: Coaching lang naman yan, i mean you just ano call the attention of the employee you know,
mag set ka ng goals niyo, you review his previous performances ibabangga mo yung goals niya,
magsset kayo ng individual goals. It’s not necessarily discipline siya eh, coaching is different
from disciplinary actions. In disciplinary action natin magttake place lang yan at the end of the
month, kasi you would evaluate the employee kung na-meet niya yung standard, or kung nameet
niya yung target niya. Yung coaching natin is for a daily basis kasi we have to guide the
employee kasi we have to encourage or motivate the employee to step up or to improve his or her
performance kasi if not we have our disciplinary process or action na pwedeng consequence for
not meeting these standards.

AM: Ah okay po, so yung difference, coaching is within the month tapos yung disciplinary once
may monthly assessment na po?

SA: Yes, at the end of the month, pagkatapos na masend ng mga final scorecards or yun pag
natapos na yung timeframe kumbaga kasi diba monthly so it usually runs from march 1 to march
31. So pagka-april 1 nandun yung evaluation, let’s say april two, that’s the deciding,
magdedecide na yung management or leadership kung sino yung mabibigyan ng disciplinary
action, and then, that’s basically kung paano tumatakbo yung cycle kumbaga.

AM: Ah okay po so nadiscuss na po natin yung KPIs. Attendance po, quick lang din po dito,
yung attendance po how many days po pumapasok ang isang employee in a month po?

SA: So nakadepende rin yun sa working days, kasi diba just like sa school, kung ano yung mga
hindi holidays counted yun as working holidays, yung criteria naman natin diyan is the employee
should just avoid infractions, this includes tardiness, unplanned absences, ano pa ba ganon, so we
also have, paano nila ma-avoid yun, so kung di naman sila may sakit or wala naman silang health
issues, and if they wanted to let’s say go on a vacation, so all employees naman sa BPO they are
given paid time offs, so sa case naman namin we have 25 paid time offs for our employees, so
this can be used anytime so depende sa kanila all they need to do is to file or email a request for
their planned time offs, so yun they have to plan it and then this must be approved by us
managers so para makapag-leave sila, kasi pag unplanned let’s say out of the blue lang, then may
infraction siya, naiipon siya kumbaga so for a month, they should not have unplanned absences
for a maximum of three days, kasi kapag lumampas dun, they will have an infractions. So
disciplinary process natin magsstart yan sa coaching, then next verbal warning, third written
warning, then final written warning, di pa pala, pagkatapos ng final written warning, then due
process then possible termination after deliberation.

AM: Ah okay po, so that applies din po sa performance po no, after monthly?

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SA: Yes, yung mga sanctions nila yun nga sabi ko kanina nagsstart talaga yan sa coaching, so
mageescalate siya so we have a progressive disciplinary process, magsstart siya ng coaching and
the next verbal warning, written warning, final written warning, and then due process.

AM: Okay po, so when it comes to mga infractions po let’s say nakaabot po siya sa written
warning, hindi po siya magrereset back to coaching?

SA: Magrereset sya, may mga rolling period tayo kumbaga especially for attendance, let’s say
the employee would receive infraction or disciplinary actions or written warning, may mga
specific criterias tayong isset, for example he or she must not have unplanned absences for the
next couple of weeks, let’s say 5 weeks and then after that magrereset yung written warning nya,
mawawala yun sa record nya kumbaga, then start ulit sa umpisa coaching ulit, verbal, written
warning and then if yun ma-meet ulit yung mga expectations na sinet sakanya then magrereset
ulit yung ano disciplinary warnings niya kumbaga.

AM: Okay po, good to know po, when it comes to the annual naman po na assessments po, what
happens po sa annual assessments and kung may connection po siya sa reward systems po?

SA: Yung annual kasi it is important if we conduct or we have an increase in the salary,
tinatawag din yan as annualization, performance calibration ang tinatawag namin. So here,
annual performance sila, it is an indication if makakatanggap sila ng increase or not, we have
also tearing for that so we have exceeds expectation and then meets expectation and yung
pinakababa is yung not meeting. So sa part naman namin, yung mga meeting and mga exceeds
performance yun yung mga taong makakareceive ng increase if we have for our annualization,
pero yung mga not meeting naman sila yung hindi magkakaincrease kumbaga. Kasi hindi naman
tayo basta basta makakapagterminate eh depende rin yun sa number of infractions niya or sa
gravity nung infractions niya, so yung annualization naman natin kasi I think lahat naman ng
company may performance calibration every year, so we use it as an assessment, at the same
time for us to determine yung mga strategies na pwede namin i-implement so for the next year
mas effective or magiimprove performance ng mga tao.

AM: Ah okay po, so for the annual assessments po bale kukunin niya po lahat?

SA: It’s cumulative yes, kasi monthly diba, it’s cumulative from January to December,
cumulative scores yan i-bbase parin namin yan sa standard namin which is 95 and kung ano yung
minimum na CPH or charts per hour.

AM: Tapos dun po malalaman kung not meeting po ba sila, meeting or exceeding?

SA: Yes correct.

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AM: So bale po kasi, we want to create one where yung , I’m assuming po na parang may other
employee po ata, na naghhandle po ng pagccalculate po nito?

SA: Yes meron.

AM: Ang sinesend nalang po nila is for the manager po, yung scorecard nalang po?

SA: Yes.

AM: So bale po gusto po naming gawin is gagawa po kami ng website kung saan po pwedeng
ipasok ng manager yung scorecards ng kanyang mga employees, basically parang record keeping
po.

SA: Record manager, meron kami niyan, report manager so from there pinupull namin yung
productivity report, quality scores, and then we consolidate. Yun din yung gusto niyong gawin
kumabaga.

AM: Meron po palang employee responsible for this po?

SA: Yes meron.

AM: We are trying to do po kasi what they are doing, but in a website form po na pwede rin po
i-access ng manager para makita po nila, parang dashboard po pero with more features din po
para di na po kailangan puntahan masyado ng manager si reports analyst like “ano na status ng
mga agents ko” they can check it themselves nalang din po, and if gusto din talaga nilang mas
sigurado, they can check it from the reports analyst din po. So yun po yung gustong gawin ng
system po namin, so that’s why po, the reason why we asked for an interview po is syempre
hindi naman po kami kumuha-kuha lang po ng KPI kung saan-saan kasi based from the
interviews po kasi, yun nga po iba-iba po talaga yung mga criterias and standards po so sabi rin
po ng thesis adviser po na we need a reference.

SA: Actually tama ka diyan, magbbase kasi yan most especially sa client kasi diba yung mga
BPO companies, client driven naman yan eh, we have what we call service level agreement, naka
depende talaga sa inestablish nila na standards sa kung anong pinagagreehan nila ng client kasi at
the end of the day yung kailangan mong mameet, yung goal mo or yung goal ng organization is
kailangan mameet yung expectation ng client kaya tayo may tinatawag na service level
agreement, yun yung pinagusapan niyo ng client tsaka ng company and yun yung ieensure ng
each employee na ma-meet niya or ng buong organization para at least we have client
satisfaction, mas malalaki kumbaga yung company kung maganda yung performance.

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AM: Yes po, okay lang po ba na you could be a respondent po for our thesis po? One thing I
would like to ask lang po is since we do need to have some test data po to test nga po kung
gumagana yung website, okay lang po ba humingi ng data po from you po, like sample scorecard
lang po?

SA: I’ll check on that ah, kasi ano strict kasi yung company namin eh, pwede naman akong
magbigay ng opinion kumbaga, pero kung mga exact materials or scorecard, that would be hard
kasi nga ano kami eh, sobrang strict ng company namin eh, it’s propriety kasi eh i dont know if
correct yung term ko, so pag mga company owned hindi mo talaga marrelease yan, pero
guidance naman or opinion pwedeng pwede, pero if you would ask me for exact materials, yun
siguro ay di ko mabibigay talaga.

AM: If ever po, would we need po like a written letter po, like requesting po or baka nga din po
di po payagan.

SA: I think hindi rin, kasi ano kasi kami wala kasi kaming tinawag na “hipaa” i dont know if you
researched that, so sensitive informations we do not do that, at tsaka kasi we are healthcare
company, so pag healthcare companies strict talaga yan when it comes to sharing data. So with
that hindi talaga ako makakapromise kasi sa 10 years ko diyan sa company, wala pang request
dyan outside magconduct ng research, wala pang pinayagan, so honestly speaking wala talagang
pinayagan kasi sobrang strict ng company namin eh especially it’s a healthcare company and
outsourced lang naman kami dito kumbaga.

AM: Opo, pero okay lang naman po to offer guidance nalang po if we try to make our own
nalang po.

SA: Oo, let’s say nakagawa kayo ng system or dashboard, I can definitely give my advice naman
or opinion, mabigyan ng input kumbaga kung ano pang mas maganda, as much as I can. Pero
yun nga when it comes to, yun lang di ko talaga mabibigay is yung materials or sample materials
from our company kasi nga it’s restricted talaga or prohibited.

AM: It’s understandable naman po.

SA: At the same time, sorry hindi ko rin mabibigay yung name ng company kasi kasama yun sa
contract namin eh, we cannot divulge or share you the details of our company.

AM: Okay lang po, hindi rin naman po hihingin ng mga panelist yun, kahit po barangay hindi po
pwedeng hingin eh.

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SA: Yes oo.

AM: So, I think that’s it for now naman po, and if ever we do have additional questions po, we’ll
reach you nalang po through Joed naman po. Thank you po for your time po.

SA: Sige sige, thank you so much.

Second Interview
Interviewee: Sigmund Arceño
Interviewer: Aaron Marquez

Date: March 06, 2022

Attendees: AM = Aaron Marquez (Interviewer), SA = Sigmund Arceño (Interviewee)

AM: Thank you po again for agreeing for the follow-up interview lang po, after our first
interview we worked on our thesis na po after that we’ve sent that to our professor, upon
checking daw, would it be possible daw po ba for the how you get your information po, kahit
template lang daw po.

SA: Okay lang naman kung template, pero not the actual scorecard, template lang.

AM: If we could have something like that lang po, yun po kasi yung tatanungin po samin like
“where will you get the data” and if ma-prove po namin through the interview you’ve agreed po
on a template po, kahit on a template. Kasi alam din po ng professors na “ay bawal yun kasi data
talaga ng company yan” and since you’ve stated din po talaga na confidential, you can’t even tell
use what the company is kasi confidential nga po, understood na po yun, hopefully kahit the
template would suffice lang po, would that be okay lang po?

SA: Oo.

AM: Ah okay po.

SA: Sige ano ah, pwede ko namang ano i-dictate yun or if you give me time kasi bukas work na
rin naman namin, kung template lang naman yun, I can send it over siguro kay Joed nalang.

AM: Ah sige po, okay lang naman po kahit i-send niyo nalang po kay Joed po, para at least mas
maayos po. When we ask po for the key performance indicators po, you said that attendance was
10% and performance was 90%, how does that work po when it comes to the scorecard po?

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SA: So 10% ng attendance, at least naman yun eh, so whole year round yun, pero when it comes
to the performance nahahati siya sa dalawa so that’s 70% quality and 30% charts per hour
productivity so sa passing nun let’s say kukunin mo lang yung 70% ng quality niya and the 30%
of the attainment ng CPH or charts per hour yun na yung magiging 90% mo, but for the 10%
naman ng attendance, kasi monthly yun eh so cumulative is yearly naman, so for attendance
naman kung monthly yung paguusapan it should be 90% of the working days. So for example,
we have 22 working days kunin mo lang yung 90% nun so estimated roughly siguro ano dapat
yung employee maka-20 days out of 22 if im not mistaken. So yun 90% of the attendance
monthly. So ayun nga if you have 22 days dapat yung employee maka 20 days out of 22. So
cumulative yun so if we have 12 months in a year so dapat ano yun para madetermine yun is
dapat for a month majority nun 90% of 12, I don’t know kung ilang months yun dapat mapasa
niya, so kung 90% of 12 months dapat pasado niya. May nagegets ka? So kung monthly it’s
either pass or fail so dapat maka 90% siya ng attendance, so kung cumulative yun, yun nga 90%
din ng 12 months so yun yung magiging ano nya, yung magiging gateway niya kumbaga to pass
yung 10% or yung attendance and for the performance din that’s 90% of 90% din sa 90% na yun
consisting of 70% quality and 30% productivity. Kaya yung scoring namin ay, I’ll just check
tomorrow, kasi yung ranking namin yearly, it’s a 1,2,3, 1 yung not meeting, 2 yung meeting, and
3 yung exceeding expectations. So kung 1 ka, yun yung fail and then 2 and 3 yun yung pass 3
which is yung exceeding expectations and 2 yung meeting expectations. So sa 2 na yun, yun
yung may increase kumbaga kung merong annualization and yung 1 yung wala kasi fail nga.

AM: Yung 1,2,3 po yun po, that’s for the scorecards po na mac-calculate po, so kahit daily,
monthly tsaka yearly po may 1,2,3 po siya?

SA: May 1,2,3 yun, kasi for example let’s say 95 to 100 that’s 3, and 90 to 94 that’s 2 and 90
below that’s 1.

AM: Okay po, I think that’s it for now lang naman po, thank you po again for agreeing for the
follow-up interview. Just chat Joed nalang po for the template po.

SA: Okay sige.

AM: Thank you po, thank you again.

SA: Thank you.

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Third Interview

Interviewee: Sigmund Arceño

Interviewer: Aaron Marquez

Date: April 07, 2022

Attendees: AM = Aaron Marquez (Interviewer), SA = Sigmund Arceño (Interviewee)

AM: Hello po.

SA: Hello.

AM: Okay lang po na recorded for the interview po?

SA: Sige lang.

AM: Thank you again po for agreeing to another interview po, this is after the defense na po, this
is just a follow up interview po for the revisions lang po.

SA: Okay.

AM: First and foremost po, I’d like to ask po if, since di po pwedeng ireveal yung company po,
kahit yung nature nalang po ng business?

SA: This is an IT-Healthcare business.

AM: What services to they offer po?

SA: Payment integrity, clinical abstraction, payment accuracy. Yeah, something like that.

AM: So what are the problems po na tinatatackle ng business po through the services po na
inooffer ninyo?

SA: Popularly yung ano, yung waste abuse when it comes to healthcare especially when it comes
to payment kasi diba US is a large healthcare business, healthcare is business dun eh. In order to
make sure na accurate yung cycle when it comes to payment, factoring in yung risk adjustment,
healthcare business model, they have to make sure that waste and abuse is nallessen or
napprevent. So with that we have different products or line of businesses that tackle this one, so
we have clinical abstraction, risk adjustment, payment integrity and accuracy system. So

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basically, kasi marami kaming LOB eh, yung sa LOB namin which is risk adjustment coding,
we make sure that, the physician’s treatment is monitored accurately especially the effectiveness
of a treatment. So we use that by auditing their diagnosis so that payment integrity will be
established. Napprevent natin yung waste abuse when it comes to reimbursement ng payment.

AM: Ah okay po, so for the non-voice agents po, ano po yung activities po na ginagawa nila, like
the roles and responsibilities po, like yung ginagawa po nila sa job po nila.

SA: So sa line of business namin, since we are risk adjustment basically we do coding of charts,
so we read the entire charts identify the treatment, assessment, dedication, planning, evaluation
and referral of the patients. We use this as support in determining the correct diagnosis code for
the patient, so binabasa namin yung ano buong charts, kinukuha namin yung buong diagnosis ng
pasyente and then after identifying this diagnosis, we convert this diagnosis into ICT codes. For
example we have hypertension, there is a corresponding diagnosis code for that which is
assigned by ICD-10 so that is International Classification of Diagnosis mandated by the CMS
which is a US agency. So meron kaming reference book or system na kinukuhanan namin ng
code, so yung mga diagnosis natin meron silang mga specific assignment or code that we use, we
data enter that to the system and then basically pag tapos na kami as pagc-code this will be
submitted to the client and this codes will be used to evaluate the effectiveness of the treatment
of the physicians or healthcare providers.

AM: So bale po bibigyan po kayo ng chart about a specific patient tapos yun nga po iddiagnose
niyo po siya, tapos yung client niyo po yung physician–

SA: Hindi kami yung nagddiagnose, so just to clarify yung chart it is a patient’s chart, hospital
chart. So ang gagawin sa backend, merong kukuha ng mga charts sa facility or sa hospital so we
call that as chart retrieval specialist so sila kumukuha ng chart then after that nirereview nila,
sinesetup nila yung chart for the system, scan the chart, then after that mapupunta samin so yung
chart ng pasyente galing yun sa healthcare plans or health plans, yun yung client namin yung
health plans. So yung mga health plan na to sila yung may healthcare providers, yung mga
healthcare providers sila yung mga nagccheckup or kumikita sa mga pasyente. So pag natanggap
na namin yung chart ng pasyente, iccode namin yan, meaning babasahin namin yung buong
chart, taking into consideration the treatment, the assessment and the medication. Para kita namin
yung any diagnosis, we will verify that, and if we verify that it is valid or has a support like a
medication or assessment then we can assign a code for that. Gaya ng sinabi ko kanina for
example, nakita namin yung hypertension, pag may nakita kaming hypertension and naestablish
naming valid siya. We have a reference, there is a specific code diagnosis for each health
problem. For example, hypertension I-10 yan, we assign I-10 as a code assignment ika nga. So
basically ganyan, and after namin macode yan, issend namin yan pabalik, hindi pa pala, after
namin masubmit pala meron tayong mga Quality Specialist, sila nagaaudit if tama ba yung gawa

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namin, and kung may mali they will flag that down and then send as a feedback then correct the
mistake. After ma-qa nyan yung mga QA’d charts namin so yung quality scores namin at tsaka
together with the charts sinesend yan sa client (health plans).

AM: Okay po understood naman po, last time din po napag-usapan din po natin yung sa reward
systems po, bale po yung the way it works po based from my understanding po last time is yun
nga po, nattrack po yung performance ng non-voice agents po dun po sa CPH na nagagawa po
nila sa quality assessment din po nila and sa attendance po and that’s reflected po on the score
cards po noh?

SA: Sorry ano yun.

AM: Sa performance assessment po and how it is connected to the reward system, based on the
previous interview po just to clarify lang din po, the way it work po was the non-voice agents
were assessed based on the quality po sa work nila which they had to attain a specific percentage
to meet the standards of the company, same din po sa charts per hour po nila and as well as the
attendance po and these scores po ay nasa scorecard po nila and nakabase din po sa scorecard
nila kung naka-obtain po sila ng rewards by the end of the month and by the end of the year po?

SA: Correct.

AM: Okay po, the process po there is ano diba po, the one who handles the creation of the
scorecards will send it to you po, the manager po, then kayo po magddisseminate po sa mga
agents.

SA: Okay po.

AM: That is clarification lang po, dahil po sa thesis namin we are creating ano po like an easy
way to retrieve those records po, parang nasa isang portal nalang po not only the manager but
also the non-voice agents po, kasi you said transparency naman po para makita din po nila.

SA: Yup.

AM: Okay po, I think that would be all nalang po, to clarify din po the rewards aren’t always the
same po no, there is non-monetary and monetary po, and sinasabi po kung for this month po
monetary po yung marereceive po nila or non-monetary, like may plan po siya.

SA: Yup.

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AM: Okay po, I think that would be all lang naman po, thank you po again for the interview po
thank you po.

SA: Thank you

Table A1: System Usability Scale Standard Version [42]

System Usability Scale Questionnaire Strongly Strongly

Disagree Agree

Questions 1 2 3 4 5

1 I think that I would use this web o o o o o

application frequently to monitor the
non-voice agent's performance.

2 I found that the web application was o o o o o

difficult to navigate through.

3 I thought that the feature of determining o o o o o

the performance of the non-voice agents
was easy to use.

4 I think that I would need the support of a o o o o o

technical person to be able to use the
different features of the web application.

5 I found the various functions in this web o o o o o

application were well integrated.

6 I thought there was too much o o o o o

inconsistency in this system.

7 I think that most people would learn to o o o o o

use this web application very quickly.

8 I found the web application very o o o o o

cumbersome to use.

9 I felt very confident using the web o o o o o

application.

10 I needed to learn a lot of things before I o o o o o

could get going with this web
application.

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 Table A2: Scorecard Template

Employee Cumulative Cumulative Cumulative average Cumulative Attendance Performance Comment

QA Jan- Dec CPH Jan- Dec monthly CPH QA Score

Employee 1 99.12 3.60 1 4 3 2.52 Achieved

Employee 2 98.30 8.32 4 4 4 3.98 Surpassed

Employee 3 98.20 5.41 2 4 4 3.10 Achieved

Employee 4 97.92 5.41 2 4 4 3.08 Achieved

Employee 5 98.33 6.02 3 4 4 3.55 Surpassed

Employee 6 97.99 4.09 2 4 3 3.03 Achieved

Employee 7 96.96 4.13 2 3 4 2.60 Achieved

Employee 8 97.06 4.96 2 4 4 3.10 Achieved

Employee 9 96.99 5.07 2 4 3 2.97 Achieved

Employee 10 96.41 6.02 3 3 4 3.05 Achieved

Employee 11 96.59 5.64 2 3 4 2.65 Achieved

Employee 12 96.15 5.36 2 3 3 2.58 Achieved

Employee 13 95.33 4.31 2 3 4 2.60 Achieved

Employee 14 94.85 3.87 1 2 3 1.66 Underachieved

Employee 15 92.75 4.95 2 2 3 2.07 Achieved

Appendix B

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SUS forms Agent

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SUS forms Manager

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 Appendix C. User Acceptance Testing (UAT)

Untitled form User Acceptance Testing (UAT) - System Administrator

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User Acceptance Testing (UAT) - Manager

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User Acceptance Testing (UAT) - Agent

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