1-800-Philippines : understanding and managing the Filipino call center worker /;Ma. Regina Hechanova-Alampay.
Material type:![Text](/opac-tmpl/lib/famfamfam/BK.png)
- 9789718610596
- HE 8789.P6 .Al11 2010
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Aklatang Emilio Aguinaldo-Information Resource Center | HE 8789.P6 .Al11 2010 (Browse shelf(Opens below)) | Not for loan | 3IRC0000008088 |
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HE 6185.P62 .Al25 2000 Selyo : Philippine history in postage stamps / | HE 7263 .N420 1999 The new zip code of the Philippines. | HE 8700.9.P6 .R618 2006 Kapitan : Geny Lopez and the making of ABS-CBN / | HE 8789.P6 .Al11 2010 1-800-Philippines : understanding and managing the Filipino call center worker /;Ma. Regina Hechanova-Alampay. | HE 9460.P6 .M311 1993 Wrong number : the PLDT telephone monopoly / | HE 9715.P6 .T949 2002 Txt-ing selves : cellphones and Philippine modernity / | HE 9715.P6 .T949 2002 Txt-ing selves : cellphones and Philippine modernity / |
Includes bibliographical references.
This book documents the yearlong research that involved doing interviews, desktop research, observations and surveys with call center workers in the Philippines. It describes the nature of call center work -both its benefits as well as the issues raised against it. It looks at the emotional labor requirements of call center work and night work and their impact on the wellbeing of workers. It tackles the practice of culture masquerading and its impact on worker's identity and organization commitment. The book examines the factors that influence burnout and turnover among agents. It also suggests strategies to buffer the negative effects of call center work and means to retain and engage call center workers. (Source: http://www.admu.edu.ph)
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