Work satisfaction and life satisfaction as predictors of turnover intentions of call center agents in Metro Manila

• Main Authors: Arellano, Jaclyn, Buenaventura, Mara, Policarpio, Shannel
• Format: text
• Language: English
• Published: Animo Repository 2010
• Subjects: Call centers > Philippines > Manila Metropolitan Area > Employees; Call centers > Employees > Salaries, etc > Philippines > Manila Metropolitan Area; Call centers > Philippines > Manila Metropolitan Area > Management; Job satisfaction; Personnel management; Psychology
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/5700
• Institution: De La Salle University

The call center industry is known for one of the highest turnovers in business. This study will focus on specific factors that can predict turnover intentions of call center agents in Metro Manila alone. The purpose of this study is to describe work satisfaction factors on namely, job control and salary & benefits and life satisfaction factors namely, leisure activities and social support as predictors of turnover intentions of call center agents. A descriptive, purposive, non-probability sampling, using quantitative method was employed. There were five scales administered to one 150 call center agents employed in different call center companies around Metro Manila. Data was analyzed using simple correlation to test the relationship of each factor with turnover intentions. Multiple regression was also used to measure which variables predict turnover intentions. The results revealed that only salary & benefits and social support were significant predictors of turnover intentions. Call center agents were more likely to leave the company if they are dissatisfied with their salary and social support they get.