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The effects of work schedule to the work performance and health conditions of a call center worker or agent at SPI Global
CHAPTER 1 THE PROBLEM AND ITS BACKGROUND
INTRODUCTION Work schedule is great factor when it comes to performance in a call center industry. Health is greatly affected by work schedule since most of the call center companies have drastic changes when it comes to working schedule even within just a week and even other center have mandatory OT’s (Overtime). Being able to have sufficient rest is required in order for you to maintain a good health and in order for you to go to work the next day. It is a good practice to have a good hygene. Though centers would usually have maintenance, prevention is still better than cure. Working in a call center would usually affect the social life of an agent as well due to the drastic change of schedule, and that may arise to conflicts in work and performance as well.
BACKGROUND OF THE STUDY SPI Global, formerly known as ePLDT Ventus inc. The headquarters of the company is in Makati City operating in 30 locations. Their areas served are North America, Europe, and Asia-Pacific. Currently this year, SPi Global has been held as the “Best Employer of the Year” in the International ICT Awards. Working in a call center has always had its draw backs for the past century, when BPO (Business Process Outsourcing) was being catered by business firms from other countries. And here in the Philippines, we usually encounter business men from the west countries due to the differences in “Labor Cost” compared to their country. That is why people from SPI Global would have a sense of opportunity since they are working locally but for a company that is outside of the country. Business trips are sometimes given by clients to the managerial team of the LOB or Line of Business. In any call center company, SPI Global had some fare share of experience when it comes to labor management since the company
CHAPTER 1 THE PROBLEM AND ITS BACKGROUND
INTRODUCTION Work schedule is great factor when it comes to performance in a call center industry. Health is greatly affected by work schedule since most of the call center companies have drastic changes when it comes to working schedule even within just a week and even other center have mandatory OT’s (Overtime). Being able to have sufficient rest is required in order for you to maintain a good health and in order for you to go to work the next day. It is a good practice to have a good hygene. Though centers would usually have maintenance, prevention is still better than cure. Working in a call center would usually affect the social life of an agent as well due to the drastic change of schedule, and that may arise to conflicts in work and performance as well.
BACKGROUND OF THE STUDY SPI Global, formerly known as ePLDT Ventus inc. The headquarters of the company is in Makati City operating in 30 locations. Their areas served are North America, Europe, and Asia-Pacific. Currently this year, SPi Global has been held as the “Best Employer of the Year” in the International ICT Awards. Working in a call center has always had its draw backs for the past century, when BPO (Business Process Outsourcing) was being catered by business firms from other countries. And here in the Philippines, we usually encounter business men from the west countries due to the differences in “Labor Cost” compared to their country. That is why people from SPI Global would have a sense of opportunity since they are working locally but for a company that is outside of the country. Business trips are sometimes given by clients to the managerial team of the LOB or Line of Business. In any call center company, SPI Global had some fare share of experience when it comes to labor management since the company