Correlation of Health Perception and Willingness to Stay among Call Center Agents in Metro Manila

Abstract

Turnover rates in Metro Manila call center agencies are high due to competition among companies. With the tenser political and economic situations in first world investors and in the Philippines, productivity has been dropping since 2016. In addition, the health situation in call center agencies has become drastic, given the nature of call center work. The researcher aims to help solve both problems by identifying the relationship between health perceptions and willingness of call center agents to stay at their jobs, so he designed a quantitative correlational test to study both variables among call center agents in Metro Manila. He distributed a questionnaire based on scales developed by Jena and Pradhan (2018) and Khezerlou (2017). Findings suggest a significant positive correlation between health perception and willingness to stay, however the scores for both are not too high on the positive side. This information suggests that while call center agencies in general encourage a positive workplace environment, many factors can still be improved. Two possible factors that could be improved include salary and travel time. However, a general weakness to the study is it measures health perceptions of employees instead of true health in company. Nonetheless, the researcher hopes this study will be useful for companies to have an idea how to improve the wellness of their agents given employees move in and out of one call center agency to another. By doing so, this research could be a key for agencies and agents to adapt to the changing political and economic climate around the globe and locally.