Economic Life and Routinary Activities of Call Center Agent

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Chapter I
INTRODUCTION

In the Philippines, the call center industry has been tagged as the Sunshine Industry by the government because of its massive expansion over the last 10 years. It considered as one of the fastest growing sectors within the economy. Call centers began in the Philippines as a plain provider of email response and managing service. These have industrial capabilities for almost all types of customer relations, ranging from travel services, technical support, education customer care, financial services, and online business to customer support and online business to business support. Wikipedia, one of the websites in the internet puts the definition of a call center agent as an individual who represents a community that intends to purchases a product. It 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. According to European Commission, ICT (Information and Communication Technology) lies in the technology itself and its ability to create greater access to information and communication in underserved populations. Many countries around the world, including Philippines have established group or company of ICTs because it is feared that unless less technologically advanced areas have a chance to catch up, the increasing technological advances in develop nations will only serve to exacerbate the already existing economic gap between technological “have” and “have not” areas. According to the call center Directory of the Philippine Economic Zone Authority (PEZA), the Philippines now has 788 call centers over 20 key locations in the Philippines and one of these is in Cabanatuan City. However, being call center agent is difficult to deal for. It requires graduate or college levels that are extremely fluent in English. It will take long training process such as phone screening, interviews and examinations. Call center agents must also consider their routinary activities and economic life has part of their jobs. But despite on this, more and more job seekers have embraced this kind of jobs due to benefits that even professionals give up their careers just to enter this communication world.

STATEMENT OF THE PROBLEM

This study conducted to find out the economic life and routinary activities of selected call center agents in ICT Company.

Specifically, the study answered the ff. questions.

1. What are the socio-demographic characteristics of call center agents in ICT Company such as: age, sex, civil status, educational attainment, no. of years in the company and monthly income? 2. How do the socio-demographic characteristics affect economic life and routinary activities of call center agents? 3. How does the call center agent perform routinary activities?

OBJECTIVES:

Generally, the objective of the study is to determine the economic life and routinary activities of selected call center agents in ICT Company.

Specifically, it will aim to:
1. Determine the socio-demographic characteristics of the selected call center agents in ICT Company, such as: age, sex, civil status, educational attainment, no. of years in the company and monthly income. 2. Determine the routinary activities of selected call center agents in ICT Company. 3. Determine the effects of being call center agents in their economic life.

SIGNIFICANCE OF THE STUDY
Result of this study were very useful to a group of people specifically the students, parents call center aspirant, and researchers involved.

To the Students, the study will give them knowledge about call centers to prepare themselves for future possibilities if they will enter this kind of job. •To the Parents, the study will give them ideas on how call center agents perform their duties and consider as a future job for their children. •To the Call Center Aspirants, the study will help them to decide whether they will...
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