Philippine E-Journals

Workplace Challenges of Employees in XYZ Teleservices

Patricia Mae Caton | Kate Lyn Ann Gonzales | Mark Rommel Zamora

 

Abstract:

This qualitative study determined the workplace challenges of employees in a call center and gave recommendations that might help them to overcome the day-to-day dilemmas. Using the researchers’ formulated set of unstructured guide questions, the researchers interviewed eight key informants to provide their insights on the research topic. This helped to provide depth and detailed information regarding the work challenges of call center agents. Thematic analysis was applied on the data gathered from conversations on audiotape that were transcribed. The real names of the participants were not cited to protect their identity. The results of the study revealed that there were factors that affected the performance and productivity of call center agents and based on them, the researchers recommended actions for the employees and employers to help them resolve their problems.