July 12, 2008

Financial Relevance of Call Centers to Graduate/Undergraduate Students in the Philippines

Financial Relevance of Call Centers to Graduate/Undergraduate Students in the Philippines


1.0  Background of the Study

As one of the fastest growing industries worldwide, the BPO, or business process outsourcing, industry is no longer at its infancy. The Philippines is considered to be the location of choice mainly due to less expensive operational and labor costs, not to mention the spoken English literacy and IT skills competency. The BPO boom in the Philippines is currently led by the demand for offshore call centers making possible the establishment of the call center community because of the high demand in the call center-related jobs. There are several reasons to account for. First, the American English proficiency was perceived to be the biggest advantage. Second is the availability of highly-skilled IT graduates. The third is realized on having a strong work ethic.     

Since 2000, the call center industry has seen a rapid growth in terms of revenue and employment. A significant number of working Filipinos found a new career in the call center industry. In fact, the industry has been, and is continuously, the fastest growing provider for Filipino college graduates and undergraduates. Most Filipinos viewed working in a call center as a long-term profession as it provides opportunities in career advancement. Another thing, the industry offers attractive compensation. A fact is that the average monthly salary of a call center representative in the Philippines is US$300. Such amount is twice the amount of that of an individual in minimum-paying jobs.

This research intends to investigate the extent of financial benefits the call center industry can provide its Filipino employees whom the majorities are part-time college students and fresh graduates. How the financial aspect of working in a call center can be considered plausible will be addressed. Working in a call center to many is a mutually beneficial endeavor – for the agents and the call center. Nonetheless, there are specific occupational risks factors including work conditions, health and safety. How the pecuniary features contribute to or compensate with the risks and challenges of working in this industry will be explored.


2.0  Objectives of the Study

The main aim of the study is to conduct an in-dept analysis on the financial importance of working in this sunshine industry in light of all the tradeoffs for the students. The research purports on answering the key question: How the call center industry impacts the graduate and undergraduate students financially? To answer this, the study will seek to answer the following specific questions:

1)                          How do students perceive the call center industry? How do they perceive working within this industry?

2)                          What are the financial benefits students could acquire from working in the call centers? Do students perceive their financial earnings to be enough?

3)                          How the financial benefits of working in a call center affect their working attitude towards the work itself and their co-agents?

4)                          Do the financial benefits of working in a call center alter their lifestyle?

5)                          Are the quality of work life and the work-life balance achieved? How the financial benefits contribute to such?  


3.0  Research Methods

The research will be descriptive in nature as it intends to to present facts concerning the nature and status of a situation, as it exists at the time of the study and to describe present conditions, events or systems based on the impressions or reactions of the respondents of the research (Creswell, 1994). Being descriptive, the study also concerned the relationships and practices that exist, the beliefs and processes that are ongoing, the effects that are being felt, or the trends that are developing (Best, 1970).

Since the research is a study of a particular phenomenon at a particular time, the design will be cross-sectional. Cross-sectional studies often employ the survey strategy, and they may be seeking to describe the incidence of a phenomenon or to compare factors in different organizations.

This study will also employ qualitative research method because it will try to find and build theories that will explain the relationship of one variable with another variable through qualitative elements in research. Through this method, qualitative elements that do not have standard measures such as behavior, attitudes, opinions, and beliefs within the organizational domain will be analyzed. 

Primary and secondary research will be both incorporated to be able to provide adequate discussion for the readers that will help them understand more about the issue and the different variables that involve with it. The primary data for the study will be represented by the survey results that will be acquired from the respondents. On the other hand, the literature reviews to be presented in the second chapter of the study will represent the secondary data of the study. The secondary sources of data will come from published articles from journals, newspapers and magazines in addition to books, theses and related studies and the Internet.



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