According to Abraham (2008), the call center industry is one of the most rapidly growing areas of work globally.
This is supported by Bakker, Demerouti and Schaufeli (2003) who claim that about two thirds of customer interactions takes place through call centers and Bait and Moynihan (2002), who highlight a significant tendency for companies to establish their relationships with clients through call centers. There are many reasons that the Philippines would be a natural choice to expand call center operations, including access to their highly educated and eager workforce, the ease of business transition, including numerous favorable tax breaks, and the ever-increasing growth of the industry in the country.Therefore, now is the time to move our call center operations to the Philippines so that we may take advantage of these, and many more, benefits. The number of call centers in the Philippines being more than 1,000 is actually helping the Philippines reduce the percentage rate of unemployed Filipinos.
Through these companies many Filipinos were being employed and improved their status in life. Majority of the call center agents were undergraduate but recently, they are gradually outnumbered the same as the number of those who are college graduate. These people were from different schools, colleges and even universities around Manila. There are also from province.Majority of them were nursing students. Their primary reason for applying as a call center agent is that they are waiting for the results of exam to be licensed.
They need income so that once they have passed the exam they have the money to provide their personal needs or to provide some requirements they need for applying to a hospital. Financial and economic capability of a call center agent is based on their status in life. There are people who live luxury, dressed well, into gadgets and wanted to change their lifestyle since they are earning above average salaries. Some are just simple in the way they show themselves especially those who already have family.They need to minimize expense as possible in order to budget their salaries.
Call center agents were big help in our economy. It is because even if undergraduate as long as he is good in communication and some aspects for a call center work he have the he can get a salary higher than an ordinary office worker. Another thing is that they are persuading more clients to invest in the Philippines and it creates a big cash flow into the market plus the high tax deducted into the agents.The salary of a call center agent is depends on his experience, the accounts their handling or his performance from the day he applied.
Starting salary of a first timer international agent is 12,000 to 14,000 php. But still it depends on what account of the call center company are dealing into. If big time accounts, it would range into 18,000 php plus allowance. But if basic account, just like outbound accounts, it lower compare to the latter.
It would range for 12,000 to 15,000 plus allowance. And for local account, it would be 10,000 or below.Another thing that encourages agents is that of benefits. It is the same benefits like the other office worker the difference is that they have additional benefits like night differential, holiday pay or known as the double pay. This helps a lot to their expenses especially the additional benefits. Instead of the fixed salary that would only suit exactly for your expense at home, the additional benefits could provide luxurious expense for themselves.
The advantage of engaging into call center is that they have more salary compare to ordinary office workers, additional benefits and even commissions every month that others do not have. Disadvantage is for those who are graduate and board passer, since they did not even used the experience and knowledge they engaged in college.Background of the StudyMost call center companies require their employees to finish college, however, intellectually curious employees are acknowledged better since they are able to think and analyze what exactly is going on. Intellects have the passion to go beyond what they read in books or learn during training.
They have the habit of excelling in everything that they do. Thinking outside the box for better solutions and even going the extra mile to provide the best customer experience are what they do best. Though these types may not be the ones who will lead the team, they set an example that is worth following and that what makes them the ideal employee.The attrition rates at call centers are very high.
But if you have these characteristics, you will be able to make an impact on the right people and leave a lasting and positive mark when you leave the company in good faith. It also gives you the image of a responsible and trustworthy employee who managers can depend on for the company’s continuous success. The industry currently provides employment to around 96,000 Filipinos as call center agents. Employment for this sector has more than doubled every year, starting with 1,500 seats in 2000 and finishing with around 6,000 seats in 2005.This call center industry is one of the important part of outsourcing industry . Outsourcing is an outgrowth of the success of a deregulated telecommunications industry.
Intense competition spurred massive investment in technology and manpower skill among Philippine telecommunications service providers, leading to services that were better in quality, lower in price, and more advanced in technology—in some cases, more so than other countries, making the Philippines, from a global standpoint, a relatively more attractive destination for telecoms-centric, IT-based services such as call center operations. This lead to the researchers to conduct a research about financial and economic status of call center agent Researcher came up with three major call center industries namely convergys, IBM hijuana.Statement of the ProblemThis research generally aimed to analyze the financial and economic status of the selected call center agents from different companies Specifically, it concerns the following problems: a.What is the profile of the call center agents? b.How does academic degree affect a call center employee's salary and wages? c.
What will be the costs of having a call center job with a stable payoffs but static schedules? d.Does a call center agent's salary satisfy the demands of their job? Does the risk connected with being a call center employee match the salary and other benefits given by their employers?HypothesisThere is no significant relationship between the financial and economic status of the call center employees from randomly selected companies in Ortigas, Pasig. 1.5Assumption We will run an interview for both of the two randomly selected call centre agency to explore the significant differences on the Financial and Economic status of their call centre agents. We expect that the Financial and Economic status of the call centre agents of one from the two selected call centre agency will be larger than the other call centre agents of the other call centre agency.
Objectives of the studyThis research primarily focuses on the following objectives 1.To determine the capacity of the employer in their financial stability. 2.To identify their economic status in the society 3.
To differentiate financial and economic status in determining employer’s capability.Significance of the StudyThis study is significant to the following: To the Call Center Agents, who will be the subject of the study and the one who will provide information regarding the topic and for their awareness of their status in life To the Students or future researchers who will soon conduct the same research and can use this study as a reference.Scope and DelimitationThe researches limited the study 30 call center agents in different departments of two randomly selected call canter companies around Ortigas, Pasig City. Each of the respondents will be given a questionnaire to answer. The agents selected came from different companies of different departments avoid prejudice of their perceptions.Definition of Terms Call Center.
Call centers are used by mail-order catalog organizations, telemarketing companies, computer product help desks, and any large organization that uses the telephone to sell or service products and services Call Center Agent. A call center agent is the person who handles incoming or outgoing customer calls for a business. A call center agent might handle account inquiries, customer complaints or support issues. Financial Status. It is the status of a person's or an organization's liabilities, assets and equity.
It is most used to determine borrowing qualification. Economic Status. is the status in which you or your family is in, for example, wealthy or poor.
