Employee Engagement and Areas of Worklife of Call Center Agents in the Philippines

Abstract

Abstract. This study described the level of work engagement and areas of worklife of 294 call center agents in Ortigas, Pasig City, Philippines. It also investigated the relationship between work engagement and areas of worklife when grouped according to gender, age, tenure at present job and course. In addition, it also explored the differences in the perception of the call center agents when grouped according to the demographic profile. Gamma correlation was carried out to check if correlation exists between the variables of work engagement and variables of areas of worklife. Mood's median test was conducted to test the differences in the level of engagement and areas of worklife when grouped according to demographic profiles. Results of work engagement showed that those who were aged 31-35 and those who stayed for less than a year in the organization had a high level of dedication. Commerce or Business graduates had a high level of absorption. Results of the areas of worklife showed that majority of the respondents when grouped according to their demographic profile had a match with the variables of fairness, control, values, workload, and community except for the age group of 36 and above who had a mismatch for the variable control. No relationship existed between work engagement and the areas of worklife. Male call center agents are perceived to be more energetic, dedicated and absorbed than female call center agents. Lastly, the areas of control and fairness were reported to differ across all demographic profile of gender, age, tenure at the present job and course.

Work Engagement and Teaching Performance of Public-school Physics Teachers in the New Normal

“…In terms of age, although both subgroups possess the same extent of work engagement, respondents under adulthood yielded a higher mean score than middle-aged respondents. These findings only confirm the findings of Montalbo and Agong [17] that those who are older or are in their middle age show a higher level of work engagement. Those younger or are in their adulthood display average work engagement in terms of the three dimensions of work engagement.…”

Organizational citizenship behavior and teachers’ engagement in Unified Schools of the Archdiocese of Lipa (USAL)

“…Employee engagement, according to McShane (2012) is typically described as an emotional involvement in, commitment to and satisfaction with the work. Agong and Montalbo (2017) gave another concept of engagement which focuses on engagement as a management practice that interest around involvement and participation. In order to enhance work engagement, organization is advised to share employees in the process of decision making, communicate information to employees, educate employees, and use suitable reward systems (Abed & Elewa, 2016).…”

The Mediating Role of Employee Engagement on the Link Between Person-Organization Fit and Turnover Intention: Evidence from Business Process Outsourcing Companies in the Philippines

“…In 2015, Oxford Business Group described the BPO sector as an economic powerhouse and one of the largest white-collar employers in the Philippines and further stated that the industry has exhibited exemplary growth throughout the past years. The industry has given HR the potential advantages of specialization as it encompasses employee engagement, relationship with the organization and employee turnover (Montalbo & Agong, 2017). The added responsibility to the HR department has provided rapport to know that workers have a strong emotional relationship and bond with their respective companies, thus, showing evident signs that they are involved and committed to their work.…”

“…The added responsibility to the HR department has provided rapport to know that workers have a strong emotional relationship and bond with their respective companies, thus, showing evident signs that they are involved and committed to their work. This is where organizations show the true definition of employee engagement (Montalbo & Agong, 2017). In organizational behaviour, employee engagement is the commitment to the organization in terms of emotion and intellect and to a psychological presence when performing a role in an organization (Lacap, 2020).…”