Gagasa, Jamer John A. and Martinez, Jhon Conrad G. (2011) Sleep patterns of call center agents in relation to their job performance. Undergraduate thesis, De La Salle University-Dasmarinas.

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Abstract

STATEMENT OF THE PROBLEM 1. What is the demographic profile of the call center agents according to the following variables: a. civil status b. length of service c. educational attainment d. gender e. age f. monthly salary 2. What are the sleep patterns of the call center agents?                3. What is the level of their job performance according to the following categories: a. job knowledge b. interpersonal skills c. quality d. teamwork e. schedule adherence f. productivity g. problem solving capability h. dependability i. integrity j. customer service excellence 4. Is there a relationship between job performance and their sleep patterns? HYPOTHESIS The null hypothesis stated by the researchers was tested. The researchers hypothesized that there is no significant relationship between the job performance and sleep patterns of the participants which was tested at .05 level of significance. METHODOLOGY In this research, the Descriptive-Correlational Research Design was used to gather the necessary information. The descriptive method is designed to gather information about the present existing condition, phenomena, or situation. The                correlation method is the way of organizing, summarizing, presenting, measuring and describing a relationship between two variables. This study describes the relationship between the sleep patterns of call center agents and their job performance. It explored the demographic factors of the call center agents such as civil status, length of service, educational attainment, and age. The participants of this study are a total of thirty (30) call center agents selected through a random sampling technique from one call center company. There were three (3) instruments used to gather information about the respondents. These are (a) demographic profile, (b) sleep logs, and (c) job performance survey or performance appraisal form. The data gathered were used to address the problems of the hypothesis of this research. The Demographic Profile Form was used to gather necessary and basic information regarding the respondents such as age, status, gender, educational attainment, and length of service in the company. In order to determine the sleeping patterns of the respondents, the researchers utilized a self made sleep logs in order to gather the data needed. In order to determine the job performance of the respondents, the Performance Appraisal Form based on Anna Dianne Ochoa and Ma. Wenilene Pacumio’s (2005) research was used to evaluate the job performance of the call center agents. The researchers utilized a self-made test that was improved for the benefit of the present researchers to gather valid information in Performance Appraisal Form which was validated by the researchers’ adviser.                FINDINGS 1. Demographic Profile of the respondents The respondents who are single outnumbered the married respondents in this study with a frequency of 22 or 73.33 percent compared to 8 or 26.67 percent married respondents. This is so because most of the participants are from ages 19-25, which is the early adulthood stage or what is commonly termed as young professionals while the married ones are from ages 26-38. Most of the participants are college graduates with a frequency of 27 or 90 percent while the remaining 3 or 10 percent of the group are college undergraduates. Based on their responses, most of their courses are Computer Science, Nursing, Business Administration, and Communication Arts. It shows that having a degree or even studying in college is a main requirement prior to the entry to call center companies. Majority of the respondents belong to the income bracket of P14,000 and up having a frequency of 29 percent or 96.67 percent. It is closely followed by the income bracket of P11,000-P13,999 having a frequency of 1 or 3.33 percent. It shows that majority of the respondents get a high salary from their company. Lastly, half of the participants answered that they have been working in their company for two years and up with a frequency of 15 or 50 percent. It is followed by new regular employees working at the company for 6 months – 1                year with a frequency of 9 or 30 percent. The next bracket that follows is from 1 year – 1 year and 6 months with a frequency of 5 or 16.67 percent. The last is 1 year and 6 months – 2 years with a frequency of 1 or 3.33 percent. 2. Sleeping patterns of the call center agents That the commonly used pattern of sleep has a mean of 8.71 hours, being the highest, based on the results. The second commonly used pattern of sleep has a mean of 8.64. And the third most commonly used sleep pattern showed a mean of 8.46. The lowest sleep pattern the call center agents answered showed a mean of 4.54 hours of sleep. The result showed an overall mean of 7.09 hours of sleep and implies that the participants need this amount of sleep to rejuvenate their bodies and minds to be able to perform well the next day. The participants are all night shift workers and sleep in the morning. 3. Level of Job Performance of the respondents The level of job performance of the respondents is Above Average with a mean of 4.20. It shows that the participants are having enough sleep time to recharge their body and minds for the work the next day. This may be so because they have already adjusted to the schedule and to the different types of pressure they are facing in the company considering that they have been working in the call center for a considerable number of years.                The job performance surveys gathered from the participants showed that half of the participants are Excellent in the categories namely: Job Knowledge, Interpersonal skills, Dependability, Integrity, and Customer Service Excellence. Half of them showed an Above Average result in the categories namely: Quality, Teamwork, Schedule Adherence, Productivity, and Problem solving. These results showed a mean of 4.20 which is an Above Average rating. 4. Correlation between Sleep Patterns and Job Performance of the respondents There is a high positive correlation between the sleep patterns and the job performance of the call center agents. This means that the sleeping patterns of the participants are sufficient to achieve a good job performance because it shows that the participants’ performance is at the Above Average level. It also means that when a person’s sleep goes up, his/her job performance goes up too. CONCLUSIONS: Majority of the respondents are college graduates. They have been working at the company for two years and more and they receive a monthly income of Php14,000 and higher. The sleep logs of the participants showed sleep patterns adequate for a person to rejuvenate and recover during their sleep. The literatures support this study and its results. The job performance of the participants showed an                Above Average rating. It means that the majority of the participants have enough sleep to perform well during working hours. This finding complements with what the related literatures and supporting studies imply that sleep can affect an individual’s job performance. There is a high positive correlation between the sleep patterns and the job performance of the call center agents.

Item Type:	Thesis (Undergraduate)
Additional Information:	PSY 994 2011
Keywords:	Subjects: Sleep; Call center agents; Job performance.
Subjects:	B Philosophy. Psychology. Religion > BF Psychology
Depositing User:	Users 4 not found.
Date Deposited:	12 Aug 2015 03:43
Last Modified:	08 Jun 2021 01:51
URI:	https://thesis.dlsud.edu.ph/id/eprint/1301

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