REWARD AND RECOGNITION AS DETERMINANTS OF JOB SATISFACTION AND JOB PERFORMANCE IN CALL CENTER EMPLOYEES IN CAVITE CITY
There are many Call Center Companies in Cavite City because it is basically one of the most strategic locations that may interest many companies and it is just a few minutes travel time in Manila, Philippines. Companies like Sutherland in Carmona, Teletech in Bacoor and American Power Conversion Corporation in Rosario are just among the few Call Centers in Cavite City. Most of these companies offer a guaranteed basic salary and bonuses that offers above industry salaries and wages some may also offer at least P10, 000 pesos to 20,000 pesos signing bonus and these are usually given amount for the newly hired employees.
Teletech and other Business Process Outsourcing Company (BPO) may also give away Ipod and notebook plus the amount of P10,000 pesos while Sutherland can gives as much as P15,000 to 20,000 pesos upon hiring employees. It is quite obvious that call center agents in the Philippines are enjoying good benefits and in spite of difficulty in their job that are usually done during night time the employees turnover in BPO companies in this country is low while job satisfaction are usually high. It is equally beneficial for both companies that they can get the best BPO’s in the Philippines and the call center agents themselves receive the best benefits that they deserved.
Job satisfaction and good performance is highly critical in most companies but the BPO companies also realized that their call center agents usually suffer from stress related issues from their position when they experience tough customers or low sales and in order to remove their stress the BPOs’ may also give relaxation time such as free use of internet, massage service, a place to rest, billiard and shopping hour. They also give regular outdoor exhibits such as field trip and sports, travel and car plan. Most of their call center agents are given all these opportunities especially those who really perform well in their job a good recognition and promotion as early as one year of their services to top supervisory position if they are really qualified.
All these are the benefits they are going to receive in joining such very prestigious BPO companies and at the same these reasons definitely satisfy more of their call center agents more than they are expecting in a company that most applicants would gladly aspire to become one of their employees but call center job is not for everyone, they required certain level of qualification in order to be hired. Upon interviewing thousands of different call center agents from different companies by the media in most parts of Manila, Rizal, Cavite and Quezon City most of them if not all of them are usually satisfied with their position, company benefits, workflow, convenience and the career advancement opportunities that the BPO company can give.
Some call center agent may say that they may find difficulty in too much pressure studies during pre employment and training period. Another difficulty that they may encounter is the night shift and the toughest customers that burn out and exhausted them but most call center companies do prepare their call center agents about these issues beforehand. Somehow the quality of training and development even add up to job satisfaction of their employees because most of their call center agents are highly skilled in communication and they are becoming an improved individual as it may seems that they are able to handle even the toughest customers after the training. Customers are mostly satisfied in their services.
In an economic comparison the real advantage of their job satisfaction consideration is usually the job importance that they receive in the company they represent in addition to the hefty salary. Most call center agents find it fulfilling to work with pride and security that’s why BPO companies recognize their effort in order to maintain a healthy working environment as much as possible. The rewards and recognition that they have received impacted a great deal that call center agents usually value their work and it shows in their efficiency and performance, most companies have received a good expectation coming from their employees in return to their good service.
The productive effect of this satisfied employees shows in the success of most BPO companies, Philippines have been a good destinations for most call center agents that BPO’s have employed more than 350,000 call center agents from various locations and they continue to expand and hire people from major key cities of the Philippines like in Cavite City. The overall impression performance of these companies has really help the country in developing and serving the world through globalize economy as much as creating good employment opportunity and enrichment of the people through information and communication technology. Call Center agents are mostly proud and privileged that they represent the country around the world using their talents.
Credit:ivythesis.typepad.com
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