Effects of Coffee on the Job Performance of the Call Center Agents Situated in Teletech Bacoor Year 2012

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EFFECTS OF COFFEE ON THE JOB PERFORMANCE OF THE CALL CENTER AGENTS SITUATED IN TELETECH BACOOR YEAR 2012

A Research Paper

Presented to

Ms.

of the Languages Department

Elizabeth Seton School – South

In Partial Fulfillment

of the Requirements in

English IV

March 2012

ACKNOWLEDGEMENTS

We would like to acknowledge and extend our heartfelt gratitude to the following people who have made the completion of this research paper possible:

Our English teacher, Ms. Elvie Santos for imparting her knowledge and encouraging us to step beyond the borders of Elizabeth Seton School; we wouldn’t have done it without her vital encouragement and support.

Our parents, who did their best to take as much load off of our shoulders and providing us with everything we could possibly need. Thank you for supporting us each step of the way.

Paola Karolina Amon and Mikko Basilio for the help, support, and inspiration they extended. You were there when we needed you most.

And to God, who made all things possible. We thank Him for giving us strength, wisdom, knowledge, and courage to conduct this research.

TABLE OF CONTENTS

TITLE PAGE

ACKNOWLEDGEMENTS

TABLE OF CONTENTS

CHAPTER 1-The Problem and its Background

Introduction

Statement of the Problem

Scope and Limitations

Assumption

Significance of the Study

Definition of Terms

CHAPTER 2-Review of Related Literature

CHAPTER 3-Methodology

Research Design

Research Instrument

Respondents

Data Gathering Procedure

CHAPTER 4-Presentation, Analysis, and Interpretation of Data

Summary

Major Findings

Conclusions

Recommendations

APPENDICES

APPENDIX A-The Questionnaire

APPENDIX B-Curriculum Vitae

BIBLIOGRAPHIES

CHAPTER 1

The Problem and its Background

Introduction

No morning is complete without a cup of pick-me-up coffee. Millions of people wake up on the morning and enjoy a great cup of coffee before they jump in to each others’ business. But only a few people are aware of the actual effects of coffee on their bodies – short or long term. Sure, people know that coffee helps them be more alert and productive but do they notice how they’re extra tired at the end of the day? Do they notice that they become irritable and generally more stressed out when the effects of caffeine start to wear out? This research sought to show how coffee affects a person.

Statement of the Problem

This research is focused on the effects of coffee on the job performance of the call center agents situated in Teletech Bacoor.

Specifically, this study is aimed to answer the following questions:

1. What drives the call center agents to feel the need to consume coffee?

2. What are the effects of coffee consumption on the job performance of the call center agents?

3. What are the effects of coffee consumption on the health of the call center agents?

4. Are there any healthier coffee alternatives that will provide the call center agents with the same energy boost?

Scope and Limitations

This study is focused on the positive and negative effects of coffee intake on the job performance of the call center agents of Teletech Bacoor. The respondents were the 162 random call center agents from Teletech Bacoor. The researchers conducted a survey that includes questions regarding how much coffee the call center agents intake, how often they drink coffee, and how they feel when they do and do not drink coffee.

Assumption

The researchers of this study assume that while the call center agents may feel energized and motivated to fulfill their tasks at work, they feel over fatigued when the short term effects of caffeine wear out. The researchers also assume that call center agents who drink more than four cups of coffee a day would, in the long run, develop...
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