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7/27/2019 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
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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
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WESLEYAN UNIVERSITY – PHILIPPINESCollege of Nursing and Allied Medical Science
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
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Summary of
Review............................................................................................................51
WESLEYAN UNIVERSITY – PHILIPPINESCollege of Nursing and Allied Medical Science
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
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WESLEYAN UNIVERSITY – PHILIPPINESCollege of Nursing and Allied Medical Science
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
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WESLEYAN UNIVERSITY – PHILIPPINESCollege of Nursing and Allied Medical Science
LIST OF TABLES
WESLEYAN UNIVERSITY – PHILIPPINES
College of Nursing and Allied Medical Science
viii
ix
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LIST OF FIGURES
WESLEYAN UNIVERSITY – PHILIPPINESCollege of Nursing and Allied Medical Science
x
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WESLEYAN UNIVERSITY – PHILIPPINESCollege of Nursing and Allied Medical Science
xi
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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
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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.
WESLEYAN UNIVERSITY – PHILIPPINESCollege of Nursing and Allied Medical Science
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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.
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WESLEYAN UNIVERSITY – PHILIPPINESCollege of Nursing and Allied Medical Science
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
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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.
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WESLEYAN UNIVERSITY – PHILIPPINESCollege of Nursing and Allied Medical Science
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.