FACTORS AFFECTING WELL BEING OF CALL CENTER AGENTS IN

TELEPHILIPPINES, DAVAO CITY

Jingle Marie R. Amago

 Chapter 1

INTRODUCTION

Background of the study

Health is a state of complete physical, mental and social well-being and

not merely the absence. It is a source of everyday life, not objective of living.

Health is a positive concept emphasizing social and personal resources, as well

as physical capacities (World Health Organization, 1948). This only means that

health is the key to provide a person’s function in society.

Call centers are often perceived to have a negative impact on employee

wellbeing, mainly attributed to four factors: job design, performance

monitoring, HR practices and team leader support. (Holman, 2002) a survey of

557 customer service representatives that examined the relationship of these

factors to four measures of wellbeing: anxiety, depression and intrinsic and

extrinsic job satisfaction. One distinctive feature of this article is its focus on

anxiety and depression, two major dimensions of wellbeing not addressed in

call center research to date. Results demonstrated that the factors most highly

associated with wellbeing were high control over work methods and

procedures, a low level of monitoring and a supportive team leader. Evidence

also indicates that the level of wellbeing in some call centers is similar to that

in other comparable forms of work.

Business process outsourcing (BPO) is a work environment in which

main business is conducted through telephone while simultaneously using

display screen equipment. The term call center also includes parts of

companies dedicated to this activity such as internal helpline as well as whole

companies (Batt and Moynihan, 2002).

Currently, call centers made a huge impact among various businesses,

as it becomes their most favored cost-saving plan. It helps increase

organizational flexibility and boosts their production and revenue. Countries

like India, Philippines, China and Malaysia are four of the key players in the

global trade. Many businesses rely on these nations for their data entry,

document conversions, HR management and other customer needs (Filweb

Asia, 2015).

The Philippines has become one of the major centers for outsourcing

because of its tradition of bilingual education, affinity to the American culture

and cheap labor market (Friginal,2007). More Filipinos- about 400,000 – than

Indians now spend their nights to mostly Americans consumers. The jobs have

come from United States, Europe and to some extent, India as outsources

followed by Philippines (Vikas Bajaj, 2011).

But, workers in call centers experiences high level if its related disorders,

primarily due to its contemporary work settings. Safeguarding of well-being of

youngsters employed in this new, growing economy becomes an occupational

wealth challenge to health specialists (Raja and Basim, 2014).

Davao City is now one of the country’s fast growing city that adopted call

centers as an economic investment. The increase in new jobs in the past three

years has significantly boosted Davao City’s economy through the generation of
taxes from employee salaries. With these developments, Davao City has kept its

spot in the Top 100 Global Outsourcing Destinations in a Tholons Institute

survey, a global IT advisory and research firm, for the last 2 years (2011-2012).

More importantly, Davao has claimed the top rank in 2011’s Philippine IT-BPO

Destination – an IT-BPO readiness survey of at least 42 Philippine next wave

cities index. This jump from year 2008 Rank number 4 is a clear indication of

cooperation in the pursuit of developmental efforts by ICT Davao, Inc. and its

primary partner institutions that include the Davao City Chamber of

Commerce and Industry, Inc., Philippines Australia Human Resource and

Organizational Development Facility (PAHRODF), Department of Trade and

Industry, and Davao City Local Government among other partners (ICT Davao

Annual Report, 2012).

Telephilippines, Inc. is one of the call centers who hired almost 42,000

people in the country and operates more than 26,500 workstations in 16

business sites located across Metro Manila, Antipolo, Baguio, Bacolod, Cebu

and Davao (Mindanao.mobile.mynimo.com).

From global to local events in call centers turns out to be one of the

major issues that give impact by well-being. This study is to address the well-

being issues in workplace particularly in Telephilippines, INC. Davao City.

This will help to identify the increase of attrition due to different well-

being issues. Thus, this research will give highlights in call center agents and

Telephilippines, Inc. Davao City.

Statement of the problem

The study propose to respond to the main problem: Factors affecting

well-being of call center agent in Telephilippines, Inc. Davao City.

Specifically, it sought to answer the following:

1. What is the socio demographic profile of the respondents in terms of the

following:

a. Age;

b. Gender;

c. Educational Attainment;

d. Years in company?

2. What is the most health issue of respondents affected: (What are the top

5 health issues experienced by call center agents?- you can remove the

list below.)

a. Spinal Problem;

b. Loss of voice;

c. Eyesight problems;

d. Sleeping disorder;

e. Ear problems

f. Social distress?

3. Which type of health issues significantly gives more impact in a call

center agent? What health issue significantly impact a call center agent?
 (What is your dependent variable for this? If it is attrition rate, you can

insert question number 2: What is the level of attrition caused by health

issues in the workplace?)

How about you ask the factors that are causing health issues among

call center agents?

Example: What are the factors that cause health issues among the

call center agents? (You can look for variables; below are some

examples)

a. High targets

b. Unfriendly environment

c. Work Schedule

d. Eating habits

e. Sedentary environment

You can add more questions like: Is there a significant difference in

terms of the top health issues of the call center agents when grouped

according to their demographic profile?

Objective of the Study

This study aims to identify the impact of health issues of a call center

employee particularly in Telephilippines, Inc. Davao City. It also aims to

determine which health issue is the most impacting. In addition, this study

seeks to improve outline recommendations for Telephilippines, Inc. Davao City.

Significance of the Study

This study may be useful to the following:

Business Process Outsource Industry (BPO). The results of this study may

help the companies to evaluate the health issues and prevent it for their

employees. It will help them out to identify the health issues that gives impact

in an employee.

Call Center Employees. This study may provide an overview about the causes

and effects of the health issues they are encountering right now. It may also

provide them a knowledge to cure the health issues they might be facing.

Human Resource Personnel. This study may contribute data for them to

evaluate the causes and how to prevent scenarios, for them to keep their

employees in the long run and prevent high attrition if needed.

Future Call center employees. This study may help them to assess their

personal immune system, if they can make it or not before entering in this

industry.

Add future researchers

Definition of terms

The following terms are operationally defined to provide better

understanding of the concepts used in the study.3

Biological Balance refers to dynamic equilibrium that is present between

members of any relatively stable natural community and the result of all the

effects.

Biological Balance refers to dynamic equilibrium that is present between

members of any relatively stable natural community and the result of all the

effects.

Call Center Employees refers to the people working in a Business process

outsource. These are the respondents used in the study.

Health Issues refers to physical, psychological. Emotional and Social issues,

used as independent variable in the study.

Healthy Lifestyle refers to the positive daily habits of a person and provide

wellness once a person taken care their personal lives.

Physical Capacities refers to the maximum amount of power of a person and

the ability to perform in daily living.

Socio-demographic Profile refers to the age, gender, educational attainment

and years stayed in the company.

Social Distress refers to the outcome of feelings from the problems in society

or environment.

Grade: 94