Ma. Regina M. Hechanova
This book documents the yearlong research that involved doing interviews, desktop research, observations and surveys with call center workers in the Philippines. It describes the nature of call center work –both its benefits as well as the issues raised against it. It looks at the emotional labor requirements of call center work and night work and their impact on the wellbeing of workers. It tackles the practice of culture masquerading and its impact on worker’s identity and organization commitment. The book examines the factors that influence burnout and turnover among agents. It also suggests strategies to buffer the negative effects of call center work and means to retain and engage call center workers.