Philippine E-Journals

The Work Life of Call Center Agents In Alabang, Muntinlupa City and its Impact on their Workplace Wellness

Kristine Ruth V. Florida | Danica Neil T. Tan

Discipline: Psychology

 

Abstract:

This study described the work life of call center agents in Alabang, Muntinlupa City and determined its impact on their workplace wellness. Specifically, it sought to find out the themes that describe the quality of work life of call center agents, the factors that contribute to their perceived work life, the current state of wellness as described by the validated Wellness Assessment Test (WAT), and the impact of work life on their emotional, social, intellectual, spiritual, occupational, and physical workplace dimensions.

Qualitative research method utilizing one-on-one interviews and focused group discussions to eight (8) call center agents was adopted. Data were interpreted using thematic analysis and a validated Wellness Assessment Test (WAT) was also used to support the findings from the interviews and FGDs.

It was found out that call center agents’ quality of work life cannot be defined into one distinct idea but rather can be described into different categories. It is a broad concept that encompasses many factors that are interdependent with each other. Also, results pointed out that call center agents’ work life has an impact to all six dimensions of workplace wellness. Emotional, social, and spiritual wellness have positive impacts on the respondents’ work life while intellectual, occupational, and physical wellness have both positive and negative impacts on them.