Salary Management of Call Center Agents

Topics: Income, Call center industry in the Philippines, Call centre Pages: 27 (6728 words) Published: November 18, 2011
Salary Management of Call Center Agents

Call Center Agents, Salary, Expenses, Savings, Salary Management

ABSTRACT: This study’s rationale is to determine the salary management of call center agents employed in Baguio City. This study is geared toward the analysis and evaluation of how call center agents control their finances through the aid of questionnaires floated to qualified respondents. It is also inclined to uncover the relationship between the respondents’ personal profile and their behavior in managing their salaries.

Based on the data gathered during the study, the following conclusions are derived: a) Majority of the call center agents employed is single who are 18 to 25 years old and are commonly residing permanently in Baguio City. b) Call center agents receive an average income of Php10,000-Php20,000 a month and they often opt to withdraw a small amount of their salaries and plan their expenses. c) The researchers also found out that majority of the call center agents leave some of their salary for their savings and are most likely to reduce their other expenses. In line with the findings, the following are recommendations to call center agents to improve their salary management: a) Call center agents must learn the skill of budgeting wherein they put basic necessities and expenses on top of their priority list and should control their leisure spending. b) Consistent tracking of expenses gives the person a clear picture of where his/her salary goes. Being updated on which types of expenses are incurred gives the individual a chance to evaluate which of these expenses are important and beneficial. c) Call center agents must keep in mind the importance of savings and practice leaving a part of their salaries for future use. d) Savings which they segregate from their salaries must also be managed well, put it in banks or other medium of investments. A. Introduction

A company's sphere of activity has always been what could be reached easily by current means of communication and transportation. What is reachable has constantly expanded. The entire world is today's operating arena, the market place. Two trends are becoming increasingly important: the globalization of business and the increased use of information technology. The possibility of outsourcing has always been present. Outsourcing occurs when the organization contacts an outside provider to perform one or more of the organization's needed products or services. (Bateman and Snell, 2000)

Despite the economic downturn in the United States, a very well known US outsourcing giant declared recent plans for five new customers contact centers in the Philippines which will signify jobs for at least 7,000 people. The call center industry is one of the country's bright prospects in the area of business process outsourcing (BPO). It started in year 2000 and became a significant activity in the services sector. In 2004, Philippines captured 20 percent of the total world market share in contact center services and are estimated to capture 50 percent of the total English speaking world market by 2008. Some industry analysts projected that more than a million Filipinos will be employed in the call centers in year 2010 and can bring about US$12 billion revenue to the country. (Economic Issue of the Day, 2006)

A 'call center' is a generic term for help desks, information lines and customer service centers. It is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. Call centers are of two basic types; those that handle inbound calls, where customers call in for services, and outbound call centers, where agents from contact centers call customers to offer services. Call centers not only offer phone-based support, but also support through online chat, SMS and email. The clientele includes telemarketing services, banks and financial services, computer product help desk, transportation...
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