The perceived effects of workload to the health status of call center agents in the City of Dasmarinas, Cavite

Date of Completion

2020

Document Type

Thesis

Degree Name

Bachelor of Science in Nursing

Keywords

Workload, Call centers, Health status.

Abstract

This study used the descriptive research design. The respondents of the study consisted of 100 call center agents from call centers based in the City of Dasmarinas, Cavite. They were selected using purposive sampling method. Self-made questionnaire was used in the study. Data was analyzed through frequency distribution, mean, ANOVA and independent t-test. Based on the findings of the study, 1) Majority of the respondents were aged 24-28 years old with the majority being female. A bulk of the respondents had 5 years and above in their length of service in the Call Center Agency. Most of the respondents were college undergraduates and they mainly worked in the graveyard shift (10PM-6AM). The majority of the respondents were receiving less than 50 calls a day, 2) The respondents perceived that their workload sometimes affected the Physiologic-physical Aspect, Self-concept Group Identity Aspect, Role Function Aspect, and Interdependence Aspect of their health, 3) There is no significant difference on the perceived effects of workload to the health status of the call center agents when they are grouped according to age, sex, educational attainment, and shifting schedule. There is a significant difference on the perceived effects of workload to the health status of the call center agents when grouped according to workload and length of service.

First Advisor

Julieta M. Damian

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