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Keeping the passion alive : (Record no. 10069)

MARC details
000 -LEADER
fixed length control field 02607nam a22002417a 4500
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20250109075352.0
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 250109b ph ||||| |||| 00| 0 eng d
040 ## - CATALOGING SOURCE
Transcribing agency OCT
100 ## - MAIN ENTRY--PERSONAL NAME
Personal name Guzman, Janela De
245 ## - TITLE STATEMENT
Title Keeping the passion alive :
Remainder of title Factors affecting motivation among Call Center Agents /
Statement of responsibility, etc. Janela De Guzman, Arisha Jane Espiritu, Wilson Rivera, Ma. Lourdes Sampayan, and Aphrille Ella Mae Tabuyan
300 ## - PHYSICAL DESCRIPTION
Extent Vol 1 (1) pages 8-25 :
Other physical details illustrations ;
500 ## - GENERAL NOTE
General note I. ABSTRACT<br/><br/>One of the most dynamic and fastest growing sectors in the Philippines is the call center<br/>industry. Business Process Outsourcing (BPO) companies rely entirely on their people, so it is<br/>one of the industries that really craves employee motivation. By the nature of work in this<br/>industry, stress becomes inherent to the call center agents and coping to stress of the agents<br/>became the subject of some research. April Evarbia (2019) noted that many third-party<br/>organizations struggle to find and keep the right people for the job due to their specific work<br/>culture, which is why motivating call center agents become a vital part of the business.<br/>Therefore, the study aims to determine the factors affecting motivation among call center<br/>agents and how agents cope with stress. The researchers used the sequential explanatory mixed<br/>methods design. The population group used in this study includes call center agents from<br/>different BPO companies, with a total of 114 respondents for the quantitative study and 5<br/>participants for qualitative study. In general, the majority of call center agents were female, the<br/>age range was from 21 to 30 years old, and they were all motivated. The results showed that<br/>there is no significant difference between motivational factors when grouped according to the<br/>profile of the respondents. On the other hand, work schedule is the main stressor of the call<br/>center agents. Participants have a positive and negative way of coping mechanism. The<br/>researchers were able to come up with a positive result as well as recommending possible<br/>research such as; encouraging better and more frequent communications between team leaders<br/>and agents and offering a lot of opportunities for employees to increase their skill-sets and to<br/>master their respective positions.
650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element BPO
650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element call center
650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element call center agents
650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element motivation
650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element passion
700 ## - ADDED ENTRY--PERSONAL NAME
Personal name Espiritu, Arisha Jane
700 ## - ADDED ENTRY--PERSONAL NAME
Personal name Rivera, Wilson
700 ## - ADDED ENTRY--PERSONAL NAME
Personal name Sampayan, Ma. Lourdes
700 ## - ADDED ENTRY--PERSONAL NAME
Personal name Tabuyan, Aphrille Ella Mae
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Source of classification or shelving scheme Dewey Decimal Classification
Koha item type Continuing Resources
Suppress in OPAC No
Holdings
Withdrawn status Lost status Source of classification or shelving scheme Damaged status Not for loan Home library Current library Date acquired Total Checkouts Date last seen Uniform Resource Identifier Price effective from Koha item type
    Dewey Decimal Classification     Olivarez College Tagaytay Olivarez College Tagaytay 01/09/2025   01/09/2025 https://drive.google.com/file/d/18nvRrfNM-OvKY_eyAHFsqEQLgaVlIcpB/view?usp=drive_link 01/09/2025 Continuing Resources