Thesis About Call Center Agents

Topics: Shift work, Outsourcing, Employment Pages: 39 (14111 words) Published: August 28, 2013
Chapter I
Background of the Study
If you are a nurse who recently took the board exam, then you must be one of the many new graduates who are considered to be unemployed. After the long weekend parties, holidays, and vacation trips a month ago, you should have recently wondered 'hey what's next for me now?' Well you are not alone. In fact, many of my review mates in a local review center headed to many local BPO companies here in our city. BPO or business process outsourcing involves the contracting of the operations and responsibilities of specific business functions (or processes) to a third-party service provider.

Employees who work under these companies are referred as call center agents or customer service representatives. Any graduates here in the Philippines has once in a while heard things related to call center companies, etc. Undergraduates, unemployed graduates of nursing almost exclusively resort working for these companies. Armed with your English language literacy, this work will not need so much of your math skills nor theoretically inclined whatsoever which are related to your degree. If you have been very comfortable using the language then you should be fine with it.

Nurses who have been very dedicated to their fields is left with no choice but to work for companies that give them a good offer. Nurses too are very capable of working in these BPO companies as well. Nurses are trained to work under pressure. They accomplish the job completely and right on time.

Almost every graduate nurse who finished the degree is equipped with good language skills. We have refined interpersonal relations to different people. People-friendly that is disciplined with strong working ethics. Nurses are also expected to stay awake all night due to our ever dynamic shifts. Nurses are prepared to take any job that apprehends any time-changing working hours. Thus only indicates why nurses are good fit for such job. And that is why also many call center companies welcome theses manpower with open arms.

Another point to raise would be: Nurses studied for a BSN degree for 4 excruciating years—why then work for BPO companies? Any nursing student's parents and kind relatives exhausted around Php 500,000,00 – 700,000,00 to finish their course, work as a nurse, and go abroad . They did not spend amount of money just to end up sitting on a swivel chair in a front of computer with the headset on.

Indeed, to work as nurse, one should need to finish the degree. Versus to work as a call center agent, it only need 4 semesters of any course in college which able you to get the work. But still, it is considered to be underemployed since being a Call Center agent is not in line with the degree you earned. Perhaps you will still be included in the DOLE statistics Meager Wage of hospitals (6-10K) VS the enticing 10-18k old BPO companies. Non contractual (for staff nurses) VS Contractual BPO companies. And to sum this up, you question yourself 'Isn't it such an opportunity to waste?'.

This issue is truly a reflection of our economy’s poor condition. The surplus of manpower in our country has lead to the emergence of temporary contractual employment wherein workers are very vulnerable to any possible exploitation. Still, graduate nurses who decides to work off the track for these companies are not be blamed. A decision as to be made and it’s for the benefit of their families and for personal growth as well. Researcher's Background

Our group is composed of 6 nursing students- four females and two males -all in their Fourth Year Level in Wesleyan University- Philippines, each having unique characteristics in pursuing this research study.

Biases
We have varied perceptions regarding, Call Center Agents. Three of our members believed it is the first job they can give a go after graduating if they won't be able find a nursing job. Two of us ascertained that the they have known graduate nurses who become Call Center Agents...
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