Home⇛UPH-DJGTMU Student Research Journal⇛vol. 1 no. 1 (2022)

Factors Affecting the Work Performance of Work-from-home Call Center Agent

Kyle Cyril T. Cordero | Sophia Nicole M. Altamirano

 

Abstract:

The onset of the coronavirus pandemic resulted to lockdowns and distancing measures to minimize physical contact. Since then, working from home has become a global trend in order to continue businesses. This study was done to determine the most common extrinsic and intrinsic factors affecting the work performance of work from home call center agents. An online questionnaire was answered by 102 work-from-home call center agents with at least 3 months of work-from-home experience. Each item on the questionnaire was answered using a 5-point Likert scale. Responses were analyzed by ranking the weighted mean of each factor to determine the most common factor(s) for the general population and for each selected demographic category. Results show that the respondents are generally affected by internet connection and personal achievements, extrinsically and intrinsically. Salary and personal motivation are the extrinsic and intrinsic factors, respectively, that affect work performance of male call center agents. Internet connection is the extrinsic factor, and personal achievements is the intrinsic factor that affects female call center agents mostly. Extrinsically, 19–24-year-old respondents are affected by employee-management relationship and internet connection quality, and intrinsically, by personal motivation. Among the 25–30- year-old respondents, the extrinsic factors that commonly affect the mare internet connection and availability of work software and tools, intrinsically, personal achievements mostly affect the same age group. Respondents aged 31 years and above are affected by employee-management relationship extrinsically, and by stress tolerance intrinsically. Internet connection, and knowledge and skills required, and personal achievements are the extrinsic and intrinsic factors, respectively affecting respondents without dependents. Those with 1-3 dependents are affected by employee-management relationship extrinsically, and by personal achievements intrinsically, the same factors affect respondents with 4 or more dependents. These findings can be utilized to improve the work performance of work- from-home employees, and occupational therapy practitioners can apply this data in identifying the volitions of their clients to be gauged in the process of optimizing their occupational performance.



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