Factors Affecting Call Center as a Job Preference among Employees in Davao City

Castro, Alyssa Mae and Deluna, Roperto Jr (2013): Factors Affecting Call Center as a Job Preference among Employees in Davao City.

Abstract

This study was conducted to determine the factors that influence employees in Davao City to work in call centers. The objective of the study is to determine the socio-economic and demographic profile of employees working in the call center sector andidentify the factors that affect the job preferences among employees. Employees of the call center sector composed the population of this study and other occupations such as engineers, human resources personnel, and teachers were included for comparative purposes. Logistic regression was used to determine the factors affecting call center as a job preference using primary data.

Results revealed that majority of call center agents were single and on the average age of 24 years old. Majority were college level at 51.3% and, only around 45% were college graduate. Result of the logit analysis showed that call center as a job preference is significantly affected by civil status, educational attainment, salary, job prospect, work hours, work environment, and geographical location.

• Item Type: MPRA Paper
• Language: English
• Keywords: Job Preferences, Call Center, Logit Model
• Subjects: J - Labor and Demographic Economics > J2 - Demand and Supply of Labor; J - Labor and Demographic Economics > J2 - Demand and Supply of Labor > J21 - Labor Force and Employment, Size, and Structure; J - Labor and Demographic Economics > J2 - Demand and Supply of Labor > J22 - Time Allocation and Labor Supply; J - Labor and Demographic Economics > J2 - Demand and Supply of Labor > J24 - Human Capital ; Skills ; Occupational Choice ; Labor Productivity; J - Labor and Demographic Economics > J2 - Demand and Supply of Labor > J28 - Safety ; Job Satisfaction ; Related Public Policy; J - Labor and Demographic Economics > J4 - Particular Labor Markets; J - Labor and Demographic Economics > J4 - Particular Labor Markets > J48 - Public Policy; J - Labor and Demographic Economics > J7 - Labor Discrimination

References

Arboleda, C.R. (1998). "Writing a Thesis Proposal", Published, copyrighted 1998, and distributed by Assumption College Press San Lorenzo Village, Makati, Metro Manila. Reprinted September 2003.

Aydogu, S. and B. Asigkil. "An Empirical Study of the Relationship Among Job Satisfaction, Organizational Commitment and Turnover Intention", International Review of Management and Marketing, Vol. 1, No. 3, 2011, pp.43-53, www.econjournals.com

Brown, S., J. Roberts and K. Taylor. “Reservation Wages, Labour Market Participation and Health”, Department of Economics, University of Sheffield United Kingdom, Sheffield Economic Research Paper Series, February 2008.

Cahuc, P. and A. Zylberberg (2004). "Labor Economics". Chapter 3, Labor Economics, MIT Press, Published 2004 Choudhury, D. and S. Mishra(2010)."International Journal of Business & Management Tomorrow", Vol. 1 No.1., http://www.ijbmt.com/issue/23.pdf

Giacometti, S. (2005). "Factors Affecting Job Satisfaction and Retention", Dissertation submitted to the Faculty of the Virginia Polytechnic Institute and State University in partial fulfillment of the requirements for the degree of Doctor of Education in Educational Leadership and Policy Studies, Blacksburg, Virginia.

Gupta, Dr. S. K. Gupta and S. Verma (2012). "Business Process Outsourcing –An Analysis of Recent Developments and Implications", International Journal of Research in IT & Management, IJRIM Volume 2, Issue 7 (July 2012) (ISSN 2231-4334),www.mairec.org

Grund, C. (2009). "Revealed Job Preferences by Employee Initiated Job Change", Department of Business and Economics, University of Würzburg, August 2009. http://www.uniwuerzburg.de/fileadmin/12020700/user_upload/Publikationen/Job_Preferences1.pdf

Holganza, L. G. (2013). "ICT Davao Annual Report 2012”, ICT Davao Inc.,January 19, 2013.

Manski, C.F. and D.L. McFadden (2007).“Introduction to discrete choice modeling.”

Nolasco, F. (2010)."Academe and BPO Linkage: Matching Workforce Competencies", Chapter 3, pg.28, http://www.scribd.com/doc/59656289/2010-BPO-Monograph-USC

Mehta, D., J.K. Sharma, and N.K. Mehta (2011)."An Empirical Study on Job Prospects in BPO: Indian Perspective". UTMS Journal of Economics 2(1): 29-35.

Pedersen, J. (2007). "Outsourcing Process and Theories", POMS 18th Annual Conference Dallas, Texas, U.S.A., http://www.poms.org/conferences/poms2007/cdprogram/topics/full_length_papers_files/007-0003.pdf

Sengupta, S.(2011). "An Exploratory Study on Job and Demographic Attributes Affecting Employee Satisfaction in the Indian BPO Industry",Strategic Outsourcing: An International Journal, Vol. 4 Iss: 3, pp.248 – 273 Sun.Star Davao newspaper, Published April 20, 2012. http://www.sunstar.com.ph/davao/business/2012/04/19/investing-new-bpo-hub-217191

Train, K.E. (2003). Discrete Choice Methods with Simulation. Cambridge University Press, Published 2003.

Tullao T., R. Fernandez, C. Cabuay and D. Serrano (2012)."IT-BPO Industry Profile, Prospects, Challenges and Issues for Growth and Employment", Policy Brief: Career Guides for selected Industries, Vol. 4 No.2, pages 1-4.,http://www.dlsu.edu.ph/research/centers/aki/participant/trainings/policyBriefs/TullaoFernandezCabuaySerrano.pdf