Lived Experiences of Call Center Agents

An Undergraduate Thesis Presented to The Faculty of the College of Nursing Wesleyan University Philippines Cabanatuan City

In Partial Fulfillment of The Requirements for the Degree

BACHELOR SCIENCE OF NURSING

By: Ken Macho De Ocampo Jazle Eve A. Dela Cruz Nikko L. Pabico Rosanna P. Santiago Alexandra L. Urfano Ana Corita C. Vallejo (Block 1 Group 6)

OCTOBER 2013

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College of Nursing and Allied Medical Science APPROVAL SHEET

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In partial fulfillment of the requirements in Nursing Reaserch II for the Bachelor of Science in Nursing, this research entitled Lived Experiences of Call Center Agents presented by BSN IV Block 1 Group 6 is hereby submitted for acceptance and approval. WILFREDO C. RAMOS, MAN, RN Research Adviser THESIS COMMITTEE NORVIN T. MIGUEL, PhD, RN Chairman MYRNA O. BALANGUE, MAN, RN Member WILFREDO C. RAMOS,MAN, RN Member

PANEL OF EXAMINERS Approved by the Committee on Oral Examination on October 2, 2013 with a grade of Reubien Q. Ignacio,MAN,RN Chairman Jan Rainer C. Balaria, PhD, RN Member A Mamaclay, PhD, RN Member

Accepted and approved in partial fulfillment of the requirement for the degree Bachelor of Science in Nursing (BSN). NORVIN T. MIGUEL, PhD, RN OIC- Dean, College of Nursing and Allied Medical Sciences

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College of Nursing and Allied Medical Science TABLE OF CONTENTS

Page TITLE PAGE..i APPROVAL SHEET..ii ACKNOWLEDGMENT..iii DEDICATION....iv TABLE OF CONTENTS.....vi LIST OF APPENDICES ...vii LIST OF TABLES...viii LIST OF FIGURESix THESIS ABSTRACT..x CHAPTER 1: THE PROBLEM AND ITS SETTING Introduction1 Statement of the Problem..................................................................................................7 Significance of the Study....................................................................................................8 Delimitation and Limitations of the Study................................................................10 Theoretical Framework...................................................................................................... Conceptual Framework....................................................................................................... Definition of Terms............................................................................................................... CHAPTER 2 : REVIEW OF RELATED LITERATURE AND STUDIES Foreign Literature...............................................................................................................11 Philippine Literature..........................................................................................................13 Foreign Studies.....................................................................................................................16 Philippine Studies................................................................................................................24

Summary of Review............................................................................................................51 College of Nursing and Allied Medical Science TABLE OF CONTENTS CHAPTER 3 : METHODS AND PROCEDURES

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Research Design...................................................................................................................54 Locale of the Study..............................................................................................................56 Respondents of the Study................................................................................................56 Sampling Procedure........................................................................................................... Data Gathering Tool............................................................................................................58 Data Gathering Procedure...............................................................................................59 Data Management and Analysis....................................................................................60 CHAPTER 4 : PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA Presentation of life Stories............................................................................................... CHAPTER 5 : SUMMARY, CONCLUSION AND RECOMMENDATIONS Summary.................................................................................................................................85 Conclusion..............................................................................................................................86 Recommendations..............................................................................................................88 BIBLIOGRAPHY.......................................................................................................................................89

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College of Nursing and Allied Medical Science LIST OF APPENDICES

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Page A. B. C. D. E. F. Letter for Pre- Testing and Post testing...........................................................90 Letter to the Cover Letter for the Call Center Agents. Questionnaire for the Call Center Agents.. Gantt Chart... Curriculum Vitae.

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College of Nursing and Allied Medical Science LIST OF TABLES

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College of Nursing and Allied Medical Science

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LIST OF FIGURES

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College of Nursing and Allied Medical Science

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LIVED EXPERIENCES OF CALL CENTER AGENTS De Ocampo, Ken Macho Dela Cruz, Jazle Eve A. Pabico, Nikko L. Urfano, Alexandra L. Vallejo, Ana Corita C. THESIS ABSTRACT This study generally

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College of Nursing and Allied Medical Science

Life Stories of Participants Participant 1. Our first parcipant is a 24 years old, female, unmarried and lives in Cabanatuan City. She is a Roman Catholic and active in church activities. She finished Bachelor of Science in Nursing at Nueva Ecija University of Science Technology (NEUST) in 2010. Her father works in a small company and her mother became sick during her college years and often hospitalized. She also has two younger siblings. Unluckily, she did not passed the December Nursing Board Exams. Her family became financially unstable just after her graduation due to her a mothers frequent hospitalization. His father wont be able to sustain their family thus resulting her to not proceed in training as a nurse. There are times that she did not take her meal and she did not do her responsibility in their Church. Her friends talk to her and give her some advised that there is always a failure in life, but God is always with her to guide and care for her together with her family. One of her fathers relatives offered her to become a caretaker of a computer caf but the salary was too small to help her family in their everyday needs. One of her friend was working in call center as an agent in Makati City and recruits her to try this job. And due to her families demand she accepted the job even if she lived far away from her family.

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College of Nursing and Allied Medical Science

Now she is successfully working as call center agent in Makati for 2 years and 3 months. She still hopes to pursue her dreams soon after providing the needs of her sick mother and support for her siblings. Participant 2 Our second participant is a 20 years old, female, unmarried and lives in Bongabon, Nueva Ecija. She is a Roman Catholic and active in church since when she was young. Her father died in heart attack when she was 8 years old. Her mother is a Nurse and working as a Clinical Instructor in Good Samaritan College of Cabanatuan City. She took her Bachelor of Science in Nursing at College of Immaculate Conception (CIC), Cabanatuan City in 2012. Her mother was her inspiration so that she choose to become a Nurse someday. Unluckily she did not passed the June 2012 Nursing Board Exam on her first take and on her second take she failed again. She felt ashamed to herself to her mother and their relatives. She kept herself busy just to forget the result of her exam. She was recruited by her friend to apply in Quezon City as a call center agent. Because of her willingness to the job she was successfully hired in their company. Now, she was successfully working in call center for 1 year and 2 months in Quezon City. She wants to earn for herself and not to depend on her family. She still hopes that she becomes a successful nurse someday.

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College of Nursing and Allied Medical Science Participant 3 Our third participant is a 22 years old male, unmarried and lives in Cabanatuan City. He is a Roman Catholic and his family are active in church. He came from simple happy family. His parents raised him in a good way so that he grows with strong faith in God. He took his Bachelor of Science in Nursing at Nueva Ecija University of Science and Technology (NEUST) in 2012. He took the June Nursing Board Exam but he failed. His father was diagnosed of Stage 4 Brain Cancer, so that he decided to find job immediately to help his family. He found a job that is related to his course. He worked as a pharmacist in Manson Drug for 7 months where he met his friend who offered him a job. He accept the opportunity in Makati City as a Call Center agent. He tried to quit on his job because of homesickness but he continued it for the sake of his family. Now he is working in call center for 3 months.

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College of Nursing and Allied Medical Science Participant 4 Our fourth participant is a 29 year old male, married with 2 children, Roman Catholic from Cabanatuan City. His father is retired teacher from Nueva Ecija High School and his mother is a plain house wife. Most of his family works in hospital as a nurse and the others are medical technologies, so that he chose to become a nurse. He took his Bachelor of Science in Nursing at Nueva Ecija University of Science and Technology (NEUST) at 2006. He did not passed the Nursing Board Exam for three (3) takes. Because of the consecutive results, he decided not to take the exam anymore. His family recommended to try his luck in Singapore. He worked as a company driver for 2 years and 6 months, after that he decided to go back here in Philippines. His friend introduced him to call center jobs. Although he didnt immediately passed as one, he pursued to find different companies until he found one that will accept him. Now, he is working for 2 years and a month in Ortigas. Mainly because of his growing family.

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College of Nursing and Allied Medical Science Participant 5 Our fifth participant is 27 years old female, married, has 1 child, and a Jesus is Lord Church Worshipper from Cabanatuan City. She came from a simple and happy family. She finished her Elementary and High school at Wesleyan University-Philippines. Her mother

recommended her to take Nursing as her profession. Her family is the center of ambition so that she did her best to achieve her dreams. He took her Bachelor of Science in Nursing at Wesleyan UniversityPhilippines (WU-P), Cabanatuan in 2008. Unfortunately, she did not passed the Nursing Board Exam. She tried her luck in SM North as a Sales lady for three (3) months and as a pharmacist here in Cabanatuan City to support her family and two siblings in College. Her neighbor advised her to enter into a Call Center job. For the sake of her family she entered the job and now successfully working for a year and 5 months in Makati City.