participants life stories

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Lived Experiences of Call Center Agents

An Undergraduate Thesis

Presented to

The Faculty of the College of Nursing

Wesleyan – University – Philippines

Cabanatuan City

In Partial Fulfillment of

The Requirements for the Degree

BACHELOR SCIENCE OF NURSING

By:

Ken Macho De Ocampo

Jazle Eve A. Dela Cruz

Nikko L. Pabico

Rosanna P. Santiago

Alexandra L. Urfano

Ana Corita C. Vallejo

(Block 1 Group 6)

OCTOBER 2013



WESLEYAN UNIVERSITY – PHILIPPINESCollege of Nursing and Allied Medical Science

APPROVAL SHEET

In partial fulfillment of the requirements in Nursing Reaserch II for the Bachelor

of Science in Nursing, this research entitled “ Lived Experiences of Call Center

Agents” presented by BSN IV Block 1 Group 6 is hereby submitted for acceptance and

approval.

WILFREDO C. RAMOS, MAN, RN

Research Adviser

THESIS COMMITTEE

NORVIN T. MIGUEL, PhD, RN

Chairman

MYRNA O. BALANGUE, MAN, RN WILFREDO C. RAMOS,MAN, RNMember Member

PANEL OF EXAMINERS

Approved by the Committee on Oral Examination on October 2, 2013 with

a grade of

Reubien Q. Ignacio,MAN,RNChairman

Jan Rainer C. Balaria, PhD, RN A Mamaclay, PhD, RNMember Member

Accepted and approved in partial fulfillment of the requirement for the degree

Bachelor of Science in Nursing (BSN).

NORVIN T. MIGUEL, PhD, RN

OIC- Dean, College of Nursing and Allied Medical Sciences

ii




TABLE OF CONTENTS

PageTITLE PAGE…………………………………………………………………………………………………………..i

APPROVAL SHEET………………………………………………………………………………………………..ii

ACKNOWLEDGMENT…………………………………………………………………………………………..iii

DEDICATION…………………………………………………………………………………………………… ....iv

TABLE OF CONTENTS…………………………………………………………………………………… ...…..vi

LIST OF APPENDICES ……………………………………………………………………………………...…vii

LIST OF TABLES……………………………………………………………………………………………...…viii

LIST OF FIGURES…………………………………………………………………………………………………ix

THESIS ABSTRACT………………………………………………………………………………………………..x

CHAPTER 1: THE PROBLEM AND ITS SETTING

Introduction…………………………………………………………………

1

Statement of the Problem..................................................................................................7

Significance of the Study....................................................................................................8

Delimitation and Limitations of the Study................................................................10

Theoretical Framework......................................................................................................

Conceptual Framework.......................................................................................................

Definition of Terms...............................................................................................................

CHAPTER 2 : REVIEW OF RELATED LITERATURE AND STUDIES

Foreign Literature...............................................................................................................11

Philippine Literature..........................................................................................................13

Foreign Studies.....................................................................................................................16

Philippine Studies................................................................................................................24

v



Summary of

Review............................................................................................................51


TABLE OF CONTENTS

CHAPTER 3 : METHODS AND PROCEDURES Page

Research Design...................................................................................................................54

Locale of the Study..............................................................................................................56

Respondents of the Study................................................................................................56

Sampling Procedure...........................................................................................................

Data Gathering Tool............................................................................................................58

Data Gathering Procedure...............................................................................................59

Data Management and Analysis....................................................................................60

CHAPTER 4 : PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

Presentation of life Stories...............................................................................................

CHAPTER 5 : SUMMARY, CONCLUSION AND RECOMMENDATIONS

Summary.................................................................................................................................85

Conclusion..............................................................................................................................86

Recommendations..............................................................................................................88

BIBLIOGRAPHY .......................................................................................................................................89

v




LIST OF APPENDICES

Page

A. Letter for Pre- Testing and Post testing...........................................................90

B. Letter to the…………………………………………………………………………………

C. Cover Letter for the Call Center Agents………………………………………….

D. Questionnaire for the Call Center Agents………………………………………..

E. Gantt Chart …………………………………………………………………………………...

F. Curriculum Vitae………………………………………………………………………….

vii




LIST OF TABLES

WESLEYAN UNIVERSITY – PHILIPPINES

College of Nursing and Allied Medical Science

viii

ix



LIST OF FIGURES


x




xi



LIVED EXPERIENCES OF CALL CENTER AGENTS

De Ocampo, Ken Macho

Dela Cruz, Jazle Eve A.

Pabico, Nikko L.

Urfano, Alexandra L.

Vallejo, Ana Corita C.

THESIS ABSTRACT

This study generally

WESLEYAN UNIVERSITY –

PHILIPPINESCollege of Nursing and Allied Medical Science



Life Stories of Participants

Participant 1.

Our first parcipant is a 24 years old, female, unmarried and lives

in Cabanatuan City. She is a Roman Catholic and active in church

activities. She finished Bachelor of Science in Nursing at Nueva Ecija

University of Science Technology (NEUST) in 2010. Her father works in a

small company and her mother became sick during her college years and

often hospitalized. She also has two younger siblings.

Unluckily, she did not passed the December Nursing Board

Exams. Her family became financially unstable just after her graduation

due to her a mother’s frequent hospitalization. His father won’t be able to

sustain their family thus resulting her to not proceed in training as a

nurse.

There are times that she did not take her meal and she did not do

her responsibility in their Church. Her friends talk to her and give her

some advised that there is always a failure in life, but God is always with

her to guide and care for her together with her family. One of her father’s

relatives offered her to become a caretaker of a computer café but the

salary was too small to help her family in their everyday needs. One of

her friend was working in call center as an agent in Makati City and

recruits her to try this job. And due to her families demand she accepted

the job even if she lived far away from her family.




Now she is successfully working as call center agent in Makati for 2

years and 3 months. She still hopes to pursue her dreams soon after

providing the needs of her sick mother and support for her siblings.

Participant 2

Our second participant is a 20 years old, female, unmarried and

lives in Bongabon, Nueva Ecija. She is a Roman Catholic and active in

church since when she was young. Her father died in heart attack when

she was 8 years old. Her mother is a Nurse and working as a Clinical

Instructor in Good Samaritan College of Cabanatuan City. She took her

Bachelor of Science in Nursing at College of Immaculate Conception

(CIC), Cabanatuan City in 2012. Her mother was her inspiration so that

she choose to become a Nurse someday.

Unluckily she did not passed the June 2012 Nursing Board Exam

on her first take and on her second take she failed again. She felt

ashamed to herself to her mother and their relatives. She kept herself

busy just to forget the result of her exam.

She was recruited by her friend to apply in Quezon City as a call

center agent. Because of her willingness to the job she was successfully

hired in their company. Now, she was successfully working in call center

for 1 year and 2 months in Quezon City.

She wants to earn for herself and not to depend on her family. She

still hopes that she becomes a successful nurse someday.




Participant 3

Our third participant is a 22 years old male, unmarried and lives in

Cabanatuan City. He is a Roman Catholic and his family are active in

church. He came from simple happy family. His parents raised him in a

good way so that he grows with strong faith in God. He took his Bachelor

of Science in Nursing at Nueva Ecija University of Science and

Technology (NEUST) in 2012.

He took the June Nursing Board Exam but he failed. His father

was diagnosed of Stage 4 Brain Cancer, so that he decided to find job

immediately to help his family. He found a job that is related to his

course. He worked as a pharmacist in Manson Drug for 7 months where

he met his friend who offered him a job. He accept the opportunity in

Makati City as a Call Center agent. He tried to quit on his job because of

homesickness but he continued it for the sake of his family. Now he is

working in call center for 3 months.

WESLEYAN UNIVERSITY – PHILIPPINES



College of Nursing and Allied Medical Science

Participant 4

Our fourth participant is a 29 year old male, married with 2

children, Roman Catholic from Cabanatuan City. His father is retired

teacher from Nueva Ecija High School and his mother is a plain house

wife. Most of his family works in hospital as a nurse and the others are

medical technologies, so that he chose to become a nurse. He took his

Bachelor of Science in Nursing at Nueva Ecija University of Science and

Technology (NEUST) at 2006. He did not passed the Nursing Board Exam

for three (3) takes. Because of the consecutive results, he decided not to

take the exam anymore.

His family recommended to try his luck in Singapore. He worked as

a company driver for 2 years and 6 months, after that he decided to go

back here in Philippines. His friend introduced him to call center jobs.

Although he didn’t immediately passed as one, he pursued to find

different companies until he found one that will accept him. Now, he is

working for 2 years and a month in Ortigas. Mainly because of his

growing family.




Participant 5

Our fifth participant is 27 years old female, married, has 1 child,

and a Jesus is Lord Church Worshipper from Cabanatuan City. She

came from a simple and happy family. She finished her Elementary and

High school at Wesleyan University-Philippines. Her mother

recommended her to take Nursing as her profession. Her family is the

center of ambition so that she did her best to achieve her dreams. He

took her Bachelor of Science in Nursing at Wesleyan University-

Philippines (WU-P), Cabanatuan in 2008.

Unfortunately, she did not passed the Nursing Board Exam. She

tried her luck in SM North as a Sales lady for three (3) months and as a

pharmacist here in Cabanatuan City to support her family and two

siblings in College. Her neighbor advised her to enter into a Call Center

job. For the sake of her family she entered the job and now successfully

working for a year and 5 months in Makati City.

participants life stories

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