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ABSTRACT

This study entitled THE EMPLOYEE ENGAGEMENT AND AREAS OF

WORKLIFE OF CALL CENTER AGENTS IN ORTIGAS-PASIG DISTRICT:

BASIS FOR A CALL CENTER COMPREHENSIVE BALANCE WORKLIFE

PROGRAM was designed to determine the level of Employee Engagement and

match or mismatch in the Areas of Worklife and the relationship that exists

between the two. Moreover, the study sought to examine if there is a significant

difference between the respondents' level of Employee Engagement and Areas

of Worklife when grouped according to their profile.

The descriptive method was used in this study. The 294 respondents from

Ortigas-Pasig District were administered with the Utrecht Work Engagement

Survey that measure employee engagement with vigor, dedication and

absorption as its dimension and the Areas of Worklife with workload, community,

control, reward, fairness and value as its dimensions.

The data gathered were tallied and treated statistically using weighted mean,

gamma correlation and Moods median test.

This study found out that the agents level of Vigor or energy level is at the

average with a mean score of 4.02-4.88. Those who belong to the age group of

31-35 years old, those who worked in the company for 0-6 months, 7-11 months,

those who graduated with a course on Commerce, HRM and Associate course

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had a high level of Dedication. Commerce graduates had a high level of

Absorption among the group.

The majority of the agents are in the direction of a match in the Areas of

Worklife. The age group 26-30 years old (mean 4.00), those who graduated with

a degree in HRM, Education, Engineering and Associate course had a match in

Community or a sense of social support and friendship in the workplace.

Male agents and those who had worked for 0-6 months and 7-11 months tend

to score significantly higher in all the dimensions of engagement. Commerce

graduates in this sample scored significantly high in the dimension of Dedication.

Those employees who belong to the 31-35 age groups perceived Control

significantly higher compared to the other age group. Male agents, those who

belong to the 26-30 years old age group, engineering graduates and those with

longer job tenure perceived Fairness significantly higher compared to other

groups. Male tend to report a balance in Workload significantly than females. All

center agents in this sample regardless of profile had no significant difference in

their perception of reward, community and values generally.

A very weak or no correlation was found between the dimensions of

employee engagement and the dimensions of the Areas of Worklife.

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This implies that working in a call center even in the night shift can be

engaging and rewarding especially for male agents who had worked in their

current company for less than a year and a graduate of Commerce or

Engineering course. Based on the results of the study, a proposed program is

designed that consists of employee activities that aim to maintain if not enhance

the employee engagement and promote a match in the areas of worklife of call

center agents.