Motivational Factors and Job Satisfaction among Call Center Employees

Abstract

Call centers in the Business Process Outsourcing (BPO) industry are a major source of employment in the Philippines, providing competitive compensation rates and opportunities in rural areas. However, call center jobs also come with challenges such as stress, performance pressure, long working hours, and potential loss of identity, which affect job satisfaction and turnover rates. This research has identified varying motivational factors that contribute to job satisfaction among call center employees. To elaborate further on this, the theory of equity by Adams (1963) was utilized for this study. The study used standardized questionnaires to collect data from 152 call center employees in a BPO company in Bacolod City. The study found no significant differences in motivation and job satisfaction among call center employees when grouped according to sex, age, tenure, and educational attainment. The results showed a significant relationship between job motivation and satisfaction among call center employee participants. Based on the findings, the researchers recommend some relevant plans to help and guide call center employees to maintain a sense of work motivation and satisfaction and to mitigate stressors in the workplace.