Biostat

Number of Sleeping Hours in a Certain Call Center

A

Research Paper Submitted to
The

CAS Department of

Riverside College- Bacolod

In Partial Fulfillment
Of the Requirements for the Course Biological Statistics
First Semester
S.Y. 2014-2015

Submitted by:
Cabral, Meg Alexxe R.
Gardose, Jeska Mae D.
Geollegue, Donnalene S.
Gimado, Grace Ann F.
Go, Diane Marie G.
Robles, Maria Teresa B.
Torrejon, Shanna D.

BSPTII-C

TABLE OF CONTENTS
List of Tables .

.

.

.

.

.

.

iii

List of Figures

.

.

.

.

.

.

.

v

Acknowledgement

.

.

.

.

.

.

.

vi

.

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.

.

.

.

.

vii

.

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.

.

.

1

Chapter 2 REVIEW OF RELATED LITERATURE

.

.

.

7

Chapter 3 METHODOLOGY

.

.

.

16

.

.

.

20

Chapter 5 SUMMARY, CONCLUSION & RECOMMENDATION

.

31

Chapter 6 BIBLIOGRAPHY

.

.

.

.

.

.

36

Chapter 7 APPENDICES

.

.

.

.

.

.

37

Abstract

.

.

Chapter 1 INTRODUCTION

.

.

.

Chapter 4 DATA PRESENTATION & ANALYSIS

iii

List of Tables

Table 4.1
Profile of Respondents According to Shift Plan

.

20

Table 4.2
Profile of Respondents According to Gender

.

21

.

22

Table 4.4.
Average Number of Sleeping Hours According to Age in Day Shift
.
.
.
.
.
.
.
.

23

Table 4.5
Average Number of Sleeping Hours According to
Gender in Day Shift .
.
.
.
.
.

.

24

Table 4.6
Average Number of Sleeping Hours According to
Shift Plan in Day Shift .
.
.
.
.

.

24

Table 4.7
Average Number of Sleeping Hours According to Age in Night Shift .
.
.
.
.
.
.
.

25

Table 4.8
Average Number of Sleeping Hours According to Gender in Night Shift .
.
.
.
.
.
.
.

25

Table 4.9
Average Number of Sleeping Hours According to Gender in Night Shift .
.
.
.
.
.
.
.

26

Table 5
Average Number of Sleeping Hours According to Age in Day and Night Shift
.
.
.
.
.
.

27

Table 5.1
Average Number of Sleeping Hours According to Gender in Day and Night Shift
.
.
.
.
.
.

28

Table 4.3
Profile of Respondents According to Age .

.

iv

Table 5.2
Average Number of Sleeping Hours According to
Shift Plan in Day and Night Shift .
.
.

.

28

Table 5.3
ANOVA
.

.

.

.

.

.

.

.

.

29

Table 5.4
Qualitative Data

.

.

.

.

.

.

.

30

v

List of Figures
Figure 1
Conceptual Framework

.

.

.

.

.

.

3

vi

ACKNOWLEDGEMENT
We would like to acknowledge and extend our heartfelt gratitude to

the

following

persons

who

have

made

the

completion of this study possible:
To Sir Gabriel Zaragoza, our Biostatistics teacher, for he patiently instructed us how to conduct the survey and how to analyze the data that we gathered.
To Ms. Nancy Go, our librarian, for helping in the completion of our reference list.
To Mr. Cesar Tiano, H.R. of Focus Direct Call Center, for allowing us to conduct a survey in its company.
To our respondents, thank you for cooperating with us when we conducted our survey.
And
possible.

most

especially

to

God,

who

made

all

things

vii

ABSTRACT
The purpose of this study is to determine the number of sleeping hours a call center agent gets. Since sleep plays a vital role in a person’s

daily performance, this

study

the

was

conducted

to

determine

health

effects

of

these on call center agents . This study was completed through the participation of the 30 respondents from the call center agents of Focus Direct Inc. The method used in gathering data was random sampling. The finding of this study is

that

call

center

agents

do

complications due to lack of time for sleep.

get

health

1

CHAPTER I
INTRODUCTION
Health is perhaps the most significant blessing that has been given to a person’s life. Yet it is often taken for granted.

provides

the

It

shouldn’t

ability

to

be

be

seen

that

independent

way and since

it

permits

to

achieve one’s daily goal.
Sleep, however, plays a vital role in good health and well-being. It

supports

healthy

growth

and

development.

Additionally, most people do not get enough sleep and many suffer from lack of sleep. There are numerous effects it can bring. This is why it should be given importance.
Ultimately, since sleep is so essential to the human body, sleep

scientists a thinking.

recommend

night
On

to

the

approximately

promote other efficient

hand,

within

eight

hours

performance this fast

of and paced

society, few people receive the sleep that the body needs, and ultimately

sleep

deprivation

affects

a

significant

portion of the population.
Ranging

from

shift

workers,

military

personnel,

or

college students, short periods of sleep deprivation often occur in meeting deadlines or performing exercises. Lack of

2

adequate sleep not only reduces productivity at work, but personal well-being and safety. It is important in this respect to understand the effects of sleep deprivation on the body.
It may seem obvious that sleep is beneficial. Even without fully grasping what sleep does for us, we know that going without sleep for too long makes us feel terrible, and that getting a good night's sleep can make us feel ready to take on the world.
The team conducted this study to acquire data about the sleeping habits of a person. Specifically, the amount of sleep they usually get on a daily basis. Lastly, the group would want to emphasize the significance of healthy living and wellness.

3

Specific Objectives
1.)

What is the profile of the respondents according

to:
a. Age
b. Sex
c. Shift plan
2.)

What is the average number of sleeping hours of

the call center agent ? As a whole or specifically cite: a. Day Shift
b. Graveyard Shift
Conceptual Framework

INDEPENDENT
a.) age
b.) sex
c.) shift plan

DEPENDENT
a.)

number of sleeping hours

4

Theoretical Framework
Sleep is indeed a need of a person. With such hectic and imbalance schedule a call center gets, there is no way he or she gets to have a healthy lifestyle. There are cases where in the lack of sleep they get may result to health complications. Also, since they involve themselves with an imbalanced lifestyle, they may encounter their body getting weak and eventually giving up. There is too much to handle in adjusting

themselves

with

such

itinerary.

(Sanchez’s

Study)

Scope and Limitation
This study is focused on distinguishing the amount of sleep a call center agent gets in a day of Focus Direct
Inc.

There

were

30

respondents

who

answered

the

survey

questionnaire. The time period will end in SY 2014-2015.
The study was delimited to lack of time, the sincerity of the respondents, and lack of availability or reliability of data on prior research studies on topic.

5

Significance of the study

The findings and data gathered from this study will be beneficial to:

Call Center Agents.

The findings of this study will

give them a better idea why they should consider their health in looking for a livelihood. An idea of why they should maintain and keep their mental and physical wellbeing.

It

will

also

allow

them

to

have

a

better

and

functioning body to do the tasks at hand.
Human Resource Department.

Through this study, they

will be able to assist the physical and mental needs of their people. It will also give them the idea of how to manage their health and security.
Jobless.

The insights that they will gain from this

study will help them to understand about the work they are about to jump into. It can also help them to adjust on such scheme and help balance their expectations for the kind of job they are applying into.

6

Definition of Terms
1.) Hours
-a period of time equal to a twenty-fourth part of a day and night and divided into 60 minutes.
2.) Sleep
-a

condition

of

body

and

mind

such

as

that

which

typically recurs for several hours every night, in which the nervous system is relatively inactive, the eyes closed, the postural muscles relaxed, and consciousness practically suspended. 3.) Call Center
-an

office

set

up

to

handle

a

large

volume

of

telephone calls, especially for taking orders and providing customer service.
4.) Call Center Agent
-

is

the

person

who

handles

customer calls for a business.

incoming

or

outgoing

7

CHAPTER II

REVIEW OF RELATED LITERATURE

Presented in chapter 2 is a synthesis that will serve as a contribution to the researchers to conduct the study.
Included

in

this

chapter

are

past

studies

related

to

sleeping habits, researchers, where was the study conducted and their individual findings.

Related Concepts
(Nasscom, 2011).
The

emergence

of

global

call

centers

portends

an

important turn in practices of globalization. For the first time in history, the ordinary everyday customer interaction can occur

distance

across

cultural

continents encounter in

real

raises

a

time.

This

question:

long-

how

can

cultures talk? This study begins with a simple premise: in order for

global

processes

to

integrate

culturally

and

geographically remote locations, there must be a certain neutralization of differences. To bring different cultural

identities,

together, there must emerge

accents,

and

time

zones

8

certain processes of integration that push persons involved to adapt to global demands. How are such demands coped and dealt with by call center workers? I discuss two specific kinds of

adjustments

resulting

from

this

leveling.

The

first relates to cultural adjustments, seeking to reduce cultural specificity

integration

to

take

enough place. for

global

The

second

communicative highlights the

requirement of somatic adjustments to night work in order for the workers to serve their global clientele located in remote time zones. In popular discourse and some theories of the media (McLuhan, 1994; Negroponte, 1995), it is often assumed that

once

data-communication

links

have

been

established, global integration (e.g., the global village) will of

social

necessity psychology follow. of Such

assumptions

integration,

which

is

ignore a the

cultural

achievement based on long periods of place-based, face-toface

socialization

culture

in

which

creating actions, the

possibility

gestures,

or

of

symbols

common come to

acquire similar meanings for participants. The development of personality is deeply dependent on such processes of socialization. Thus, communication with another person is not a simple response to an external stimulus. In every act of speech, George Herbert Mead (1922, p. 160) points out,
“the individual assumes the attitude or uses the gesture

9

which

another

himself,

or

individual tends communication

so

has

would to use

and

respond.”

constitutive

responds
Thus,

to

it

linguistic

significance

for

psychological as well as sociocultural dimensions of life:
“In

man

[sic]

the

language

gives

an

functional entirely differentiation different through

principle

of

organization which produces not only a different type of individual but

also

a

different

society”

(Mead,

1922).

Between India’s call centers and their overseas clients, however, there

is

no

preexisting

common

life

world

of

mutually comprehensible values, norms and expectations or even immediate visual cues and body language. In view of few mediating mechanisms to facilitate conversations, this article focuses

on

the

work—social,

psychological,

physical—that goes into projects of globalization.

and

10

(Gelman, 2012)

Partial

chronic

sleep

deprivation

is

an

increasingly

prevalent behavior in modern society that may increase the risk of weight gain and play a role in the current epidemic of obesity. Sleep deprivation has been shown to contribute to the obesity epidemic by alteringneuroendocrine hormones, including leptin and ghrelin levels (Taheri et al., 2004;
Spiegel

et

specifically energy al.,

2004),

and

intake

(Nedeltcheva

food

expenditure

(Schmid

affecting

et

al.,

waking

et

al.,

2009).

behavior,
2009)

Because

and

sleep

duration is a potentially modifiable risk, increasing sleep may have important clinical implications for the prevention and treatment of obesity. The results from the proposed study will demonstrate whether increased sleep duration is associated Furthermore,

with

a

decreased

additional

studies

BMI

and

obesity

conducted

in

risk.

real-life

conditions over long periods of follow-up with an accurate monitoring of sleep duration and energy balance will be necessary to better understand the effect of adequate sleep in fighting against obesity. Ensuring adequate sleep may have other

efforts

to

added

health

educate

the

and

educational

public

regarding

benefits. the Thus,

deleterious

11

effects of partial sleep deprivation on long-term health and well-being should start in early life.

12

Synthesis

In this chapter, it was stated that sleeping habits vary and have been influenced by a lot of factors. Past researchers have proven that people who have been suffering from lack of sleep or people who do not get enough sleep may result to health complications. Others were affected by the type of job they have. For example, call center agents; since the job they have involves shifting such as day shift or night shift, there is a great assumption that there is an imbalance in their sleeping schedule. The studies of these past

completion conducting. researchers of the

had

study

contributed the a

researchers

lot

in

have

the been It had also given the researchers ideas on how

sleeping habits are a big part in a person in achieving a healthy mind and body as well as the relationship between them and the society.

13

Research Literature
Foreign Studies.

Czeiler's Study

A 2004 study led by Dr. Charles Czeisler of the Division of Sleep

Medicine

at

Harvard

Medical

School

found

that

hospitals could reduce the number of medical errors by as much as 36 percent by limiting an individual doctor’s work shifts to 16 hours and reducing the total work schedule to no more

than

80

hours

per

week.

Long

shifts

and

other

factors that result in sleep loss have safety consequences for our highways as well.

Hunt's Study

Carl Hunt, MD, director of the National Center on Sleep
Disorders Research at the National Institutes of Health in the year 2004 conducted a study with 290 respondents.
There are about 20% of Americans reports that they get less than 6

hours

of

sleep

on

average,

and

the

number

of

Americans that report that they get 8 hours of more has decrease. 14

Mahowald's Study

A

neurologist

and

director

of

the

Minnesota

Regional

Sleep Disorders Center in Rochester in the name of Mark W.
Mahowald,

MD

says

there

sleep/wake

disorders

due

unhealthy

lifestyle.

are to There

nearly

stress were 100

and

197

identified

living

in

respondents

an who participated in this study in year 2007.

Local Studies.

Sanchez’s Study
Many

call

center

employees

are

experiencing

fatigue

and

insomnia, a study by Carlo Sanchez in the year 2010 with
150 respondents. Almost half of call center employees work on the graveyard shift, and a survey showed that 47.7% of them suffer from insomnia, while 54% experience fatigue.
According

to

him,

it

is

also

stressful

hearing

negative feedback from customers who would call

such

15

Uygioco’s Study

A study in the name of Edgar Uygioco in the year 2010 conducted in Cebu with 89 respondents showed agents get 6.2 hours of sleep each day on the average as compared to the 6.5 hours of sleep non-call center employees get on the average daily. Due to fatigue and lack of sleep, many call center

agents

turn

to

vices

such

as

smoking

and

drinking to cope with their jobs. Some 43% of call center employees smoke,

employees

pick

up

while

only

the

habit.

21%

of

Majority

non-call

center

of

center

call

employees surveyed (85%) drink alcohol after work to unwind and get sleepy. Call center employees also don't get to eat on time. Some 86% of call center workers surveyed got sick due to

work,

employees.

The

as

compared

Business

to

60%

Processing

of

non-call

Association

center of the

Philippines said they have asked call center companies to strictly require employees to undergo physical and medical examinations. 16

CHAPTER III
METHODOLOGY
This research on sleeping habits is aimed at finding out the amount of sleep a person gets. The purpose why the researchers conducted

this

study

is

to

manage

healthy

lifestyle and wellness.
Research Design
To provide a plan of study the Researchers would make use of

the

descriptive

research

design.

The

researchers

believed that this is the most appropriate research design for their study since it deals with the healthy sleeping habit a person gets.
Respondents of the Study
Call center

agents/employees from Focus Direct Inc.

were chosen as the respondents. Considering it is expected of them to get fewer amounts of sleeping hours since they usually have day/night shifts and there are a sufficient number of people to respond the questionnaire. There were
30 employees who were randomly chosen as the respondents to answer the guided questionnaire. This number of respondents is believed to be enough to gather sufficient data.

17

Sample Size
Slovin’s formula will fit as the sample size of this study. n

N
1  Ne 2 n= 400
1+ 400 (0.05)

2

n = 200
Where:
(n) sample size
(N) population size
(e) margin of error
The group only gathered 30 out of 200 since there is lack of availability of data.

18

Sampling Technique
Choosing respondents for this research was obtained with the use of probability sampling in which every unit of the population had a chance to be included in the sample.
The

specific

probabilistic

sampling

used

was

stratified

random sampling.
Data Gathering
A

guided

survey

questionnaire

was

used

as

a

data

gathering instrument. This was done to gather data easily since there is a very limited time. Having an interview is another tool

of

data

researchers/interviewers

gathering. will be

Through able to

this,

the

interrogate

specific questions and clarify such broad answers.
Data Processing
The

questionnaires

were

administered

by

the

researchers themselves. The instruction was clearly stated.
Also, they were told to approach the surveyors in case they have clarifications or doubts regarding the questionnaire.
The downside of this process is that it takes time and requires the sincerity of the respondents.

19

Statistical Analysis
The statistical analysis discusses the method used in this research specifically methods of obtaining results to the objective stated. The number of sleeping hours in a certain call center relies on statistical analysis derived from the questionnaire. The Researcher will get the profile of the respondents and present it as frequencies. Mean is applied to determine the average sleeping hours of a call center agents.

The

results

that

the

provide will be collated and analyzed.

respondents

will

20

CHAPTER IV
RESULTS AND DISCUSSION

This chapter would include data presentation, analysis and interpretation. This would discuss the results gathered by researchers from their respondents with the use of their self-made questionnaire. It would also interpret the data gathered on the following tables.

PROFILE OF THE RESPONDENTS
Table 4.1
Profile of Respondents According to Shift Plan

Frequency Percent

Valid
Percent

Cumulative
Percent

Valid nightshi ft 10

33.3

33.3

33.3

dayshift

20

66.7

66.7

100.0

Total

30

100.0

100.0

Table

4.1

shows

that

there

are

10

night

shifter

constituting to 33.3% and 20 day shifter constituting 66.7% which sums up to a total of 30 respondents corresponding to a 100% total percentage.

21

Table 4.2
Profile of Respondents According to Gender

Frequency Percent
Valid

Valid

Cumulative

Percent

Percent

male

12

40.0

40.0

40.0

female

18

60.0

60.0

100.0

Total

30

100.0

100.0

Table 4.2 shows that 40.0% of our respondents are male and 60.0% of our respondents are female corresponding to a total of 100%.

22

Table 4.3
Profile of Respondents According to Age

Valid

Frequency

Percent

Valid
Percent

Cumulative
Percent

18

1

3.3

3.3

3.3

19

1

3.3

3.3

6.7

20

1

3.3

3.3

10.0

22

5

16.7

16.7

26.7

23

4

13.3

13.3

40.0

24

4

13.3

13.3

53.3

26

2

6.7

6.7

60.0

27

1

3.3

3.3

63.3

28

1

3.3

3.3

66.7

29

2

6.7

6.7

73.3

30

2

6.7

6.7

80.0

32

1

3.3

3.3

83.3

34

1

3.3

3.3

86.7

35

1

3.3

3.3

90.0

36

1

3.3

3.3

93.3

37

1

3.3

3.3

96.7

39

1

3.3

3.3

100.0

Total
30
100.0
100.0
Table 4.3 shows that most of our respondents are in the age

of

22

which

is

equivalent

to

5

respondents

constituting 16.7% and 13.3% of the respondents belong to age of 23 and 24. Followed by 6.7% of respondents from the age of 26, 29 and 30 and 3.3% of the respondents are in the age of 18, 19, 20, 27, 28, 32, 34, 35, 36, 37 and 39 with a total of 100%.

23

AVERAGE NUMBER OF SLEEPING HOURS OF A CALL CENTER
AGENT IN A DAYSHIFT

Table 4.4
Average Number of Sleeping Hours According to Age
Respondent
’s Age

Mean

N

Std. Deviation

18

8.00

1

.

19

8.00

1

.

20

7.00

1

.

22

7.00

1

.

23

8.00

3

.000

24

7.00

2

1.414

26

5.00

2

1.414

28

7.00

1

.

29

8.00

1

.

30

8.00

2

.000

32

6.00

1

.

34

5.00

1

.

35

6.00

1

.

37

8.00

1

.

39

6.00

1

.

Total
7.00
20
1.214
Table 4.4 shows that respondents in the age of 18, 19,
23, 29, 30 and 37 have enough sleep since the recommended time of sleep is 8 hours every night.

24

Table 4.5
Average Number of Sleeping Hours According to Gender

gender

Mean

N

Std. Deviation

male

6.80

5

.837

female

7.07

15

1.335

Total

7.00

20

1.214

Table 4.5 shows that there are 15 female respondents that has an average number of sleeping hours of 7.07 which is closer to the recommended hours of sleep than the 5 male respondents who only got 6.80 hours of sleep.

Table 4.6
Average Number of Sleeping Hours According to Shift Plan
Shift
Plan dayshift Total

Mean

N

Std. Deviation

7.00

20

1.214

7.00

20

1.214

Table 4.6 shows that there are 20 day shifters with an average of 7 hours which means that day shifter does not have enough sleep since the recommended hours of sleep is 8 hours a night

25

AVERAGE NUMBER OF SLEEPING HOURS OF A CALL CENTER
AGENT IN A NIGHT SHIFT
Table 4.7
Average Number of Sleeping Hours According to Age
Respon
dent’s
Age

Mean

N

Std.
Deviation

22

7.75

4

.500

23

7.00

1

.

24

6.50

2

2.121

27

7.00

1

.

29

8.00

1

.

36

4.00

1

.

Total

7.00

10

1.414

Table 4.7 shows that the respondents in the age of 29 have enough sleep.
Table 4.8
Average Number of Sleeping Hours According to Gender

gende r Mean

N

Std.
Deviation

male

7.43

7

1.134

6.00

3

1.732

7.00

10

1.414

femal e Total

Table 4.8 shows that there are 7 male respondents that has an average number of sleeping hours of 7.43 which is closer to the recommended hours of sleep than the 3 female respondents who only got 6.00 hours of sleep.

26

Table 4.9
Average Number of Sleeping Hours According to Shift Plan

shift plan Std.
Mean

N

Deviation

7.00

10

1.414

7.00

10

1.414

nights hift Total

Table 4.8 shows that there are 10 night shifters with an average of 7 hours which means that they do not have enough sleep hours a night.

since the recommended hours of sleep is 8

27

AVERAGE NUMBER OF SLEEPING HOURS IN BOTH DAY AND NIGHT
SHIFT

Table 5
Average Number of Sleeping Hours According to Age

Responden t's Age

Mean

N

Std. Deviation

18

8.00

1

.

19

8.00

1

.

20

7.00

1

.

22

7.60

5

.548

23

7.75

4

.500

24

6.75

4

1.500

26

5.00

2

1.414

27

7.00

1

.

28

7.00

1

.

29

8.00

2

.000

30

8.00

2

.000

32

6.00

1

.

34

5.00

1

.

35

6.00

1

.

36

4.00

1

.

37

8.00

1

.

39

6.00

1

.

Total
7.00
30
1.259
Table 5 shows that 7 out of 30 got enough sleep. They are from the age of 18, 19, 29, 30 and 37.

28

Table 5.1
Average Number of Sleeping Hours
According to Gender

gender

Mean

Std.
Deviation

N

male

7.17

12

1.030

female

6.89

18

1.410

Total

7.00

30

1.259

Table 5.1 shows that there are more female with 18 respondents than male with 12 respondents. Male got 7.17 hours of sleep compare to female who got 6.89 hours of sleep. Table 5.2
Average Number of Sleeping Hours According to Shift Plan

shift plan Mean

Std.
Deviation

N

nights hift 7.00

10

1.414

dayshi ft 7.00

20

1.214

Total
7.00
30
1.259
Table 5.2 show that both day and night shift does not have enough sleep since the recommended hours of sleep is
8.

29

Table 5.3
ANOVA
Hours
Sum of
Squares

Mean
Square

df

Between
Groups

35.300

16

2.206

Within
Groups

10.700

13

.823

F
2.680

Sig.
.040

Total
46.000
29
We can see in table 5.3 that the significance level is
0.040, which is below 0.050 and, therefore, there is

a

statistically significant difference in the average number of sleeping hours between the ages of the respondents.

30

Table 5.4
Qualitative Data

Shift Plan

Do you think there is a side effect of not having a regular amount of sleep which is 810 hours?



Night Shift





Day Shift



Concerns

8 out of 10 answers Yes
2 out of 10 answers No
The
effects of not having enough sleep are stress, vertigo, anemia and depression





19 out of 20 answers Yes
1 out of 20 answers No
The
effects of not having enough sleep are you look older than your age, low immune system, concentration to work is low/ unstable, and heart decease

















Health
Lack of sleep
Body Clock has shifted Hard time sleeping in the morning No time with family and friends No social life
Immune system
Lack of rest
No night out
Can’t
get to work out or exercise Can’t play dota
Health
Not having enough sleep
Uncomfortable
in waking up in the morning
Getting fit
Healthy diet

31

CHAPTER V
SUMMARY, CONCLUSIONS AND RECOMMENDATIONS

Summary

The overriding purpose of this study is to distinguish the amount of sleep a call center agent gets in a day of
Focus

Direct

necessary

to

Inc. reach To some accomplish

that

prerequisite

goal

goals

it

which

became is to

determine the profile of the respondents according to age, sex and shift plan and to determine the average number of sleeping hours of the call center agent? As a whole or specifically cite which is day shift and night shift.
One version of a survey instrument was developed and sent to the call canter agents of Focus Direct Inc. The faculty of the said corporation was the one who identify the potential respondents in this study.
All of the Respondents were asked of their profile which is age, sex and shift plan. And other question to determine the average of their sleeping hours according to their shift plan. And also they asked if there is a side effect of not having a regular amount of sleep which is 810 hours? And Finally they are asked what's their concern

32

about their health because of the imbalance lifestyle they have according to their work hours. Through the use of the survey instrument

developed

for

this

study,

data

were

collected which addressed to the research problems posed in the first chapter of this study.
The results of the profile of the respondents shows that there

are

20

day

shifters

and

10

night

shifters

constituting 66.7% and 33.3% which is composed of 12 male and 18

female

constituting

40%

and

60%.

Most

of

our

respondents are in the age of 22, 23 and 24.
Based on the findings on the average number of sleeping hours in day shift shows that the respondents in the age of 18, 19, 23, 29, 30, 37 have enough sleep since they have 8 hours of sleep. Female which is composed of 15 respondents got 7.o7 hours which is closer to the recommended hours of sleep compared to male with 5 respondents got 6.80 hours. The average number of sleeping hours in day shift is 7.
The result on the average number of sleeping hours in night shift shows that the respondents in the age of 29 have enough sleep. Based on their gender male respondents got 7.43 and female respondents with 6. The average number of sleeping hours in night shift is 7.

33

On the average number of sleeping hours in both day and night shift shows that 7 out of 30 respondents have enough sleep.

Both

day

and

night

shift

have

the

same

average of sleeping hours which is 7 which means that they do not have enough sleep.
Most of the effects of not having enough sleep are anemia, vertigo,

depression,

stress,

heart

disease,

low

immune system, and lack of concentration to work.
Most

of

the

concerns

of

the

respondents

are

their

health since they need to have a healthy lifestyle in order to perform their work.

Conclusions:

Based on the summary findings presented above the following conclusions were

formulated:

1. Most of the respondents do not have enough sleep.

2. Regardless of age, sex and shift plan, the respondents are experiencing anemia, vertigo, stress and depression.

3. Regardless of age, sex and shift plan, the health of the respondents are

greatly

affected.

34

4. Call Center Agents have a difficulty to maintain their sleeping habits

since

they

cannot

sleep

well.

5. As a whole there is no significant difference on the common problems

experienced

by

a

call

center

agents

in

terms of frequency of occurrence.

Recommendations:

Based on the conclusions stated above the researchers would like to recommend the following:
1. Call center agents should be given nourishments or vitamins to sustain their immunity against sickness due to change of sleeping hours.
2. Spend time in daylight before and after night shift
3. Avoid main sleep in the evening
4. Eat three regular meals a day including lunch and drink an amount of 8 glasses of water during work hours 5. Sleeping only 2 to 3 hours on the first morning after night shift and then get a good sleep that night and on the following nights.

35

6. Get plenty of exposure to sunlight on your days off as this will help adjust your body clock to a daytime setting but the bottom line is nothing beats eating right, drinking lots of water, controlling vices and getting enough exercise

The survey researcher

will

questionnaires

also

recommend

themselves.

Since

conducting the survey

the was administered by a personnel of the building, some of the respondents did not take the survey seriously and there were misinterpretations as well. The researchers believe that if they could have done it themselves they could have supervised the answers of the respondents. The researchers also suggest more time to conduct the research study since there are a lot of aspects surrounding the topic.

Sleep is indeed a requirement of a person. In a fast paced society we live in nowadays, it is often neglect and usually an option for some. People need to be informed of how sleep

can

greatly

affect

our

daily

should prioritize it as much as possible.

performance.

We

36

CHAPTER VI
BIBLIOGRAPHY

Books:
Harris, Don. Performance Under Stress. Burlington:Ashgate
Publishing ,2012

Olpin, Michael. Stress Management for Life. Princeton:
Cengage Publishing ,2009

Electronics:

Abella, Jerrie. ILO: Many call center agents in RP suffer from insomnia, fatigue. Retrieved from: http://www.gmanetwork.com/news/story/197534/economy/ilomany-call-center-agents-in-rp-suffer-from-insomnia-fatigue Mendoza, Eduardo. Shift work research in the Philippines: current state and future directions. Retrieved from: http://www.philsciletters.org/pdf/2012n1.4p4.pdf 37

CHAPTER VII
APPENDICES

Sample Cover Letter
Dear Mr/Ms/Mrs,
Benedicite! We are the students of BSPT2C students.
Our group would like to conduct a survey about the number of sleep of a certain call center. We are asking you to participate in our research study by completing the survey questionnaires. We assure you that all your answers will be kept confidential. Thank you very much.
Instruction: If the question requires you to choose an answer, please put a check mark on the space provided. If you have any concern or clarifications regarding the survey questionnaire, do not hesitate to approach your surveyors.
Please answer sincerely.
Sincerely Yours,
Cabral, Meg
Gardose, Jeska
Geollegue, Donnalene
Gimado, Grace
Go, Diane
Robles, Theresa
Torrejon, Shanna

38

Sample Survey Questionnaire
Questionnaire: Number of Sleeping Hours In A Certain Call
Center
Respondent No.:________
Name:
(optional)_________________________________________________
__
Age:_____
Shift

Sex:______

Plan:

1.)

◌ Day Shift

◌ Graveyard Shift

How many hours of sleep do you usually get off

duty?

2.)

◌

1

◌

5

◌

2

◌

6

◌

3

◌

7

◌

4

◌

8

Do you think there is a side effect of not having

a regular amount of sleep which is 8-10 hours?

3.)

◌

Yes:_________

◌

No

What are your concerns regarding your lifestyle?

39

Tables:
Profile of the Respondents
Statistics
respodent shift
's age plan gender
N

Valid
Missin
g

Mode

30

30

30

0

0

0

22

Case Processing Summary for Night Shift
Cases
Included
Percen
t

N
Hours

Excluded
Percen
t

N

Total
Percen
t

N

* gender

10

33.3%

20

66.7%

30 100.0%

Hours * respodent's age

10

33.3%

20

66.7%

30 100.0%

Hours plan 10

33.3%

20

66.7%

30 100.0%

* shift

Case Processing Summary Day Shift
Cases
Included
N

Percen t Hours * respodent's age

20

Hours

* gender

Hours

* shift plan Excluded

Total

N

Percen t N

Percen t 66.7%

10

33.3%

30

100.0%

20

66.7%

10

33.3%

30

100.0%

20

66.7%

10

33.3%

30

100.0%

40

Case Processing Summary for both Day and Night Shift
Cases
Included
N
Hours plan * shift

Hours

Percen t Excluded
Percen
t

N

Total
N

Percen t 30 100.0%

0

.0%

30 100.0%

* gender

30 100.0%

0

.0%

30 100.0%

Hours * respodent's age

30 100.0%

0

.0%

30 100.0%

41

Day Shift

Age

Sex

Ans.(1)

Ans.(2)

Ans.(3)

34

F

5

Yes

None

35

M

6

Yes

No night out

24

F

6

Yes: you look older than yoour age None

23

F

8

Yes

24

F

8

Yes

Nothing

23

F

8

No

Nothing live love laugh 30

F

8

Yes

Im on day shift so my life style is normal

26

M

6

Yes

Cant play dota with friends 28

M

7

Yes

None

26

F

4

Yes

None

22

M

7

Yes

Health

19

F

8 or more Yes: low immune system, concentrati on to work is low/ unstable Not having a proper amount or enough sleep can ruin your health.
It can lead to anemia and other disease once you have a weak immune system. Thats why i try my best to get

Cant get to work out or exercise most of the time

42

enough sleep and have a good, proper, and healthy diet
37

F

8

Yes

Not at all

20

F

7

Yes

None

18

F

8

Yes

Just a little uncomfortable of waking up too early in the morning

23

F

8

Yes: lower
A decreased amnt of immune sleep affects ur body system, clock, w/c in turns heart affect how you carry desease,dec yourself in ur reased everyday life. focus Changing ur body clock on a weekly basis or a monthly basis, w/cis usual in the case of most call center agents, affects the immunity of your body.
It can lead to stress from lack of rest w/c in turn leads to many complications including increased gastric acid,fatty liver, diabetes(due to sugar absorption being affected) and pneumonia in cases where the flu is not healed immediately. It ruins my health overall, but thatwas when i was still working in night

43

shift.
30

F

8

Yes

Getting fit

39

F

6

Yes

None

29

M

8

Yes

Different from normal

32

F

6

Yes

Sleeping habit

Night Shift
Age

Sex

Ans.(2)

Ans.(3)

Ans.(4)

24

M

8

Yes: stress

None

22

F

7

Yes

Health

24

M

5

Yes: Anemia

None

22

M

8

No

Fine

27

F

7

Yes

Lack of sleep
Health

23

M

7

No

Fine

22

M

8

Yes: Vertigo

None

36

F

4

Yes: Depression

Di q gets

22

M

8

Yes

Body clock has shifted Hard time sleeping in the morning 29

M

8

Yes: not able to

No longer time to spent with family and friends
No social life