Chapter III

Methodology

This chapter includes and discusses the method of management strategies employed by

managers of a call center in megaworld Iloilo city. It explains the research design, data

collection and instruments.

Research design

This study will be using descriptive research design. Descriptive research methods are

pretty much as they sound - they describe the situation. They do not make accurate prediction,

and they do not determine the cause and effect (Hale,2018). Descriptive research is a study

designed to depict the participants in an accurate way. More simply put, descriptive research is

all about describing people who take part in the study (Kowalczyk,2018).

In this study, we will attempt to determine the Management strategies employed by the

mangers of call center in Megaworld, Iloilo City.

Respondents of the study

Jankowicz (2005) defines “sampling as, the deliberate choice of people, the sample, who

are going to provide the research with necessary data from which conclusions are to be drawn,

those conclusions will be valid for a larger group of people, the population, which is represented

by the sample”

The samples of this research paper will be the call center managers working in call ceter

found in megaworld Iloilo City. The reason for choosing them is because they are the people

responsible for scheduling call agents and quality improvement department, but they were not
chosen randomly. Also, to address validity and reliability in responses these people were

chosen as respondents and in way there is high probability to achieve appropriate information

about their standards and their organization as well.

Data Gathering Procedure

After testing and modifications, the questionnaire will be given to chosen sample for the

study. First the researcher will create a letter for permission to conduct a survey and submit to

chosen call center companies at Megaworld, Iloilo City. Secondly, the researcher will go to the

selected call center companies at Megaworld, Iloilo City. Third, the researcher will ask for

permission to stay for an hour or 2 and ask call center agents or employee if they can answer

the questionnaire. Fourth the researcher will go to the next call center company. Fifth, the

researcher will repeat the first to fourth steps. Lastly, the researchers will collect the data. One

hundred copies of the questionnaire will be given to the respondents. Questionnaire will be

retrieved by the researchers after the chosen sample completed.

Data Instrument Procedure

In this study, the researcher will conducted using a researcher-made questionnaire.

The questionnaires will be given to the respondents to gather the data needed for the

study. The questionnaires are divided into two parts. The first part determines the profile of

the respondents in terms of age, sex, educational attainment, civil status and employment

career. The second part of the questionnaire is the respondent’s responses as to the

management strategies employed by managers in terms of leading, organizing, planning

and controlling. Each item in the instrument is answerable by any of the following

responses: “Highly Satisfactory, Satisfactory, Neutral, Unsatisfactory, and Highly

Unsatisfactory.”
Content Validity of the instrument

Content validity refers to the extent to which the items on a test are fairly representative

of the entire domain the test seeks to measure. This entry discusses origins and definitions of

content validation, methods of content validation, the role of content validity evidence in validity

arguments, and unresolved issues in content validation accorting to Neil J. Salkind (2010).

The adviser will first check the questionnaire for corrections . The approved questionnaire

will then be given to 3 experts in the field of research for the content to be validated. The

comments and suggestions will be incorporated on to the final copy of the instrument.

Reliability of the instrument

The questionnaire will provide dependable and reliable data. Since the questionnaire

tests the consistency of the information that is gathered. Respondents must be questioned

similar information from all employee or interviewee. Thus the test that we will be using is the

Anova means is a statistical method used to test differences between two or more means.

Statistical Data Analysis