INTRODUCTION

Background of the Study

Call Centers rapidly expand its industry over the years that helped propel the
Philippines’ economy. It is one of the fastest-growing industry in the country that provide
thousands of jobs and opportunities to Filipino people. The Philippines is home to the
largest call center industry in the world and may Filipinos adjust their lives to a global
schedule. Although our country became a hub of call centers company in Asia. Call
center company struggles in developing their management strategies employed by
managers in terms of planning, organizing, leading and controlling their business in the
country.
In terms of planning, call enter managers lack of exertion when it comes with
their goals, strategies and actions that they envision for their business’s survival,
prosperity and growth. There are call centers company that encounter bankruptcy, and
indefinite management scheme. They have also lapses in leading their employees
because of gaps between upper management and lower management. Some factors
that affect the company are lack of motivation from managers and absence of
influencing the lower management for efficient job performance.
Moreover, call center company failure to organize its system and status quo of
employment. Communication must be set up between the management and the
employee. The worker is the first and often only point of contact between the firm and
the customer, therefore the relationship must be kept at the higher standard and quality.
In order to achieve this, employee will have to be appreciated by the managers.
However, they are throwing pressure and demand of outputs that lead to disarray in the
organization. Controlling plays an important role in call center company nonetheless
many company are inefficient in executing to evaluate and deprivation of reward system
in lower management. Managers are working on ideas how to cope with demand in the
society, though they seem may be overdoing it. At the expense of employees, managers
implement more changes and ideas into the centers but not always it is. Although the
changes have happened in the outside world, business struggle to catch up, they forget
to update their processes inside and putting strain on employees. Performance
measurement may be an inseparable part of a call center, it is how they measure the
organization and target efficient performance.
(Hence) if call center company fail to execute the management strategies which
are planning for vision-oriented company, leading its top and lower management,
organizing and controlling the system to evaluate and upgrade the reward methods in
the company. This in turn leads to many negative outcomes.
The purpose of this study is to explore the work environment of call center with
respect to performance management strategies. Hightlighting the challenges, they are
constantly face with, when executing their duties.
Theoretical Framework

The call centers industry in Megaworld, Iloilo is advancing at an exponential rate

during the past few years and will continue to do so in the coming future as well. Our
research study features brief background of three (3) call centers company in
Megaworld, Iloilo as to wit:
iQor is a business process outsourcing company which provides customer
service, third-party collections and accounts receivable management. Although its
headquarters are located in St. Petersburg, Florida, the company operates about 40 call
centers in North America, Europe, and Asia. Since 2014, iQor has shifted to an end-to-
end customer support organization, when iQor acquired the aftermarket services division
of Jabil Circuit (rebranded as iQor's Product Support division). Services provided vary
from consumer electronics, to medical devices. (www.iQor.com)
In January 2004, Vikas Kapoor became the CEO and President of iQor. Kapoor built the
company's computing platforms, developer tools, and cloud computing services. iQor’s
employee base grew from 4,000 to 14,000. This success led InformationWeek magazine
to rank iQor No. 27 among the top technology innovators in the US.
Transcom WorldWide AB is a "global customer experience specialist", i.e. a
debt collection agency, providing customer care, sales, technical support and collections
services through an extensive network of contact centers and work-at-home agents.
The company operates in Europe, North and South America, Asia and North Africa.
Transcom employs 30,000 customer experience specialists at 52 contact centers across
21 countries, delivering services in 33 languages to international brands in various
industry verticals. Johan Eriksson was appointed President & CEO in November 2011.
Transcom Worldwide was redomiciled from Luxembourg to Sweden at the end of 2014.
In March 2015, Kinnevik sold its remaining shares in Transcom to Altor.
(www.transcom.com)
STARTEK Philippines is a global provider of business process outsourcing
(BPO) services with over 13,000 employees and has been committed for over 25 years
to making a positive impact on our clients’ business results. The company mission is to
enable and empower our Brand Warriors to fight for our clients’ brands every day to
return value to our stakeholders. We answer the demands of global businesses in
fiercely competitive markets, partnering with our clients to reach the goal congruency
necessary to deliver superior customer results, beginning with our Brand Warriors.
The focus is on creating high-value customized support solutions for our clients and
delivering increased customer satisfaction and Net Promoter Scores. As a trusted
sourcing partner, our clients’ business objectives become our business objectives.
(www.startek.com)
Call centers is a recent trend for many multi-national companies, in this industry the
driven by communication between the customer service representative (CSR) and the
client/customer. Although communication is the heart of this industry. The purpose of this
research is to investigate the management strategies that contribute failures in the call
center company in Megaworld, Iloilo.
Conceptual framework

The two variables in the study were the independent variables including Age,
Sex, Educational Attainment, Civil status and Employment career. Dependent variables
including Planning, Organzing, Leading, and Controlling.

Independent Variables Dependent Variables

Age Management Strategies

Sex Planning

Educational Attainment Organizing

Civil Status Leading

Employment Controlling
Definition of Terms

Age -The length of time that a person has lived or a thing has existed.
Gender - the state of being male or female (typically used with reference to social and
cultural differences rather than biological ones).
Educational attainment is a term commonly used by statisticians to refer to the highest
degree of education an individual has completed as defined by the US Census Bureau
Glossary.
Civil status - is any of several distinct options that describe a person's relationship with
a significant other. Married, single, divorced, and widowed are examples of civil status.
Planning - is the function of management that involves setting objectives and
determining a course of action for achieving those objectives.
Organizing- is the function of management that involves developing an organizational
structure and allocating human resources to ensure the accomplishment of objectives.
Leading- involves the social and informal sources of influence that you use to inspire
action taken by others.
Controlling - involves ensuring that performance does not deviate from standards.
Call Center – A call center is a centralized department to which phone calls from current
and potential customers are directed.
Management Strategies - Strategic management involves the formulation and
implementation of the major goals and initiatives taken by a company's top management
on behalf of owners, based on consideration of resources and an assessment of the
internal and external environments in which the organization competes
Manager - is a person who manages or is in charge of something. Managers can control
departments in companies, or guide the people who work for them. Managers must often
make decisions about things.
Megaworld Corporation - is a real-estate company in the Philippines. It is listed on
the Philippine Stock Exchange Composite Index. The company develops large-scale,
mixed-use, planned communities incorporating residential, commercial, educational, and
leisure components. In addition it provides other services such as project design,
construction oversight, and property management.
Significance of the Study

The current situation suggests that there is a quagmire in the call center industry,
the pressure seems to be placed on planning, organizing, leading and controlling the
cost saving by excessive performance measurement and higher expectations from
employees. This research shows that impact should be placed on management
strategies, as this leads to strain and low job satisfaction therefore lower customer
service level. Call centers should concentrate on strategic factors to enhance and
develop the operations to stabilize its function in the communication industry.

Scope of Limitations
The study was conducted at Megaworld Iloilo City for one-week duration. The
purpose of this research was to know the management strategies employed by
managers in call centers company at Megaworld. In this study the researchers also
aimed to help the business in drawing an effective management strategy to develop the
planning, organizing, leading and controlling system in call centers company.
Objectives of the study

This study Aimes to determine the management strategies employed by

managers among call center at Mega world, Iloilo City. Specifically, this study aimed to:

1. Determine the profile of respondents in terms of age, sex, civil status,

Educational attainment and Employment career.

2. Determine the management strategies employed by the managers in terms of

planning, organizing, leading and controlling when respondents are taken as a whole
classified according to age, sex, civil status, and educational attainment by the
managers among call center at Mega world, Iloilo City.

3.Determine if there are significant differences in the management strategies

among managers in terms of Age, Sex ,Civil Status, Educational Attainment and
Employment career.

Hypothesis

Based on the foregoing objectives, the following hypothesis is advanced:

1.There is no significant differences in the management strategies employed by

managers among call center agent at Megaworld Iloilo City when respondents are
grouped according to age, sex, civil status, and educational attainment.