Manalansan, Maria Camille C. and Roca, Maria Lourdes G. and Ponce, Marie-Jowelyn L. (2007) Job satisfaction among call center agents and its implication on their career success [computer file]. Undergraduate thesis, De La Salle University-Dasmarinas.

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Abstract

ABSTRACT Name of Institution: De La Salle University- Dasmariñas Address: Dasmariñas, Cavite Title: Job Satisfaction among Call Center Agents and Its Implication on their Career Success Proponents: Maria Camille C. Manalansan Maria Lourdes G. Roca Marie-Jowelyn L. Ponce Funding Source: Parents Cost: Php 10, 000 Date Started: June 2006 Date Submitted: February 2007 Objectives of the Study: A. General The key idea of this study is the job satisfaction of call center agents and its implication to their career success B. Specific This study aims to answer the following question: 1. What is the level of the respondents’ job satisfaction according to the following factors? a) Pay b) Promotion c) Supervision d) Fringe Benefits e) Contingent Rewards (performance based rewards) f) Operating Procedures (required rules and procedures) g) Co-workers h) Nature of Work i) Communication 4 2. What is the level of the respondents’ career success according to the following factors? a) Potential b) Interpersonal c) Reward System d) Intrinsic Motivation e) Organizational 3. Is there a relationship between the job satisfaction level and the career success level of the respondents? Scope and Limitation The study includes a full quantity of 50 respondents composed of different call center agents, their job satisfaction and its implication to their career success. The sample respondents attained through purposive sampling technique. For the validity of the study, the respondents must be at least two years in service in the call center, with the age ranges from 19- 25, and college graduates. Methodology The study made use of descriptive correlational method in determining the job satisfaction and career success of call center agents. The researchers obtained the data through the instruments utilized namely: the Job Satisfaction Survey, and the Career Assessment Form. The statistical tools utilized were the Descriptive statistics, and Pearson Product Moment Coefficient of Correlation. 5 Conclusions The following conclusions were derived from the results of this study: 1. The job satisfaction level of call center agents is slightly high. For this reason, call center agents perceive their company as high in factors such as co-workers, supervision and nature of work. Considering the coworkers as the highest, it only proves that call center agents do enjoy social interaction with their peers. 2. The call center agents overall level of career success is in high level. Taking into account that potential is the highest factor, it presents us an idea that call center agents views their job as something that offers them sufficient growth potential that meet their goals and ideals. 3. The result revealed that there is a relationship between the job satisfaction level and the career success level of the respondents.This means that the higher the job satisfaction the higher will also be the career success or vice versa. Recommendations After obtaining the results of the study, the following suggestions are drawn: 1. To have organizational training programs that will cover technical and behavioral aspects which intend to augment the comprehension of the call center agents to the company’s operating procedures. 2. To examine carefully their management decisions and organizational interventions that has impact on their employees’ job satisfaction. 3. To create a satisfying and just reward system for the employees to improve their economic conditions. 4. To evaluate their employees’ career success in terms of learning and growing, not necessarily ascending the hierarchy. 5. To conduct parallel study but using supervisors or managers as the respondents.

Item Type:	Thesis (Undergraduate)
Additional Information:	PSY 855 2007
Subjects:	B Philosophy. Psychology. Religion > BF Psychology H Social Sciences > HC Economic History and Conditions H Social Sciences > HT Communities. Classes. Races
Depositing User:	Users 4 not found.
Date Deposited:	26 Jan 2016 09:45
Last Modified:	09 Jun 2021 03:28
URI:	https://thesis.dlsud.edu.ph/id/eprint/1223

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