Assessing Work-Life Harmony Among Call Center Representatives: A Comparative Analysis of Motivation Frameworks for Day and Night Shifts in Parañaque City

Abstract

Work-life balance is the state of equilibrium a person achieves when effectively managing both professional responsibilities and personal commitments. When this balance is lost, it can negatively impact job performance, strain relationships with colleagues, and disrupt home life. This imbalance can lead to decreased productivity, increased stress levels, and a less positive work environment. On the other hand, maintaining a healthy work-life balance benefits both employees and employers by enhancing productivity, improving efficiency, and fostering a positive workplace. Employees who achieve this balance tend to be more engaged, motivated, and satisfied with their work, which ultimately contributes to the overall success of the organization.

The international BPO industry in the Philippines began in 1999 at the former US Air Force base in Clark, initiated by Cyber City. This marked a significant turning point for the Philippine economy, creating new job opportunities and laying the groundwork for economic growth in the years that followed. Since then, the industry has rapidly expanded across the country. In the past seven years, the call center sector has become the fastest-growing industry in the Philippines. Operating on a global scale, the industry is both highly fragmented and fiercely competitive. Key factors driving the Philippines' success in this field include a large pool of graduates with strong English communication skills, government support for IT investments, and a deep understanding of ICT, all of which have propelled the country's advancements in computer systems and performance.

This study aims to examine the work-life balance of call center agents working both night and day shifts. The primary goal is to determine whether there are significant differences in work-life balance between night shift and day shift employees. The research uses a Descriptive Correlation Method and focuses on key aspects of work-life balance such as Health/Exercise, Family/Friends, Leisure, and Finances, while also exploring how shift type and gender influence these factors. Before the study began, the proposed questionnaires were reviewed and validated by experts in the field. Following this, permission was obtained from various call centers in Parañaque City to conduct the research within their organizations. Once permission was granted, the questionnaires were distributed to the participants, along with an introductory letter. After collecting the responses, the completed questionnaires were analyzed. Demographic information was examined using Frequency and Percentage Distribution, while the T-Test was used to identify significant differences in work-life balance between the different shifts.

The results of the study revealed that the demographic profile of respondents shows a higher proportion of female call center agents (52.5%) compared to male agents (47.5%). The majority of respondents (77.5%) are within the age range of 31-35, indicating that most are in their mid-career stage. Additionally, 85% of respondents are single, and 75% do not have any dependents. Regarding employment status, 75% of respondents are regular employees. The study also assessed the work-life balance profile of respondents based on their shift type. The analysis indicated that there were no significant differences between night shift and day shift employees in most aspects of work-life balance, except for leisure activities. Finally, the study examined whether there is a significant difference in work-life balance based on gender, finding that female respondents scored higher in work-life balance components related to family/friends, health/exercise, and finances compared to their male counterparts.