Improving absenteeism rate in call center operations

• Main Author: Mendoza, Benegildo Angelo P.
• Format: text
• Language: English
• Published: Animo Repository 2017
• Subjects: Absenteeism (Labor); Call center agents; Personnel management
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/5649
• Institution: De La Salle University

My action research addressed the issue I identified collaboratively with my core searchers which is improving absenteeism. The objective, therefore, was to improve absenteeism by employing Kurt Lewins Change 3-step Change Management Model. As an insider action researcher, I applied during data generation by employing different methods both in formal and informal settings, such as observation, informal discussions, formal meetings and one-on-one talks. We were able to cover two full cycles of Action Research. Different tools and methods such as Scheins three types of inquiry process and focus group discussions were used to discuss the issues and identify the focal issue. The use of tools such as ORJI, journaling and ladder of inference were also useful in doing this Action Research. All throughout the action research project, collaboration with the Team was done to come up with the best possible solution to resolve the identified issue. As a result of the evaluation of our first intervention, we concurred to go with the easier ones first. An unexpected event occurred during the constructing phase of the second cycle which gave us the best course of action. Through the implementations of the two interventions, we are able to attain the set objectives of this Action Research and at the same time achieve other positive outcomes as discussed in the latter parts of this paper.