Job match/mismatch and motivation among customer service representatives in selected Business Process Outsourcing Companies

• Main Authors: Co, Abigail Ann T., Go, Ruth Abigail T., Wang, Karen Mae A.
• Format: text
• Language: English
• Published: Animo Repository 2011
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/10951
• Institution: De La Salle University

Using both quantitative and qualitative methods, this study determined and evaluated the motivational factors that influence the decision of job-matched and job-mismatched customer service representatives to remain in their current employment. The Work Extrinsic and Intrinsic Motivation Scale (WEIMS) by Tremblay et al. (2009) was utilized to measure motivation and to identify whether they are self-determined or nonself-determined, while interviews and observations were made in order to substantiate survey responses. Based on the data gathered from two hundred and eleven (211) respondents and seven interviewees, it was concluded that the effects initially associated with job mismatch do not seem applicable to the local business process outsourcing (BPO) industry. While customer service representatives reflect a self-determined profile regardless of their educational attainment, they are not entirely self-determined in their motivation. External rewards, such as better compensation and greater career opportunities, still play a large role in their motivation. As such, the researchers recommend that call centers take action such as by reviewing pay scales, offering training and promotion opportunities, and fostering a conducive work environment in order to further motivate their employees to perform well and to remain with their respective companies.