sample interpretation and analysis of data

argallon, milan
Chapter V
PRESENTATION, INTERPRETATION, AND ANALYSIS OF DATA
Respondent’s Profile
The respondents of this research were composed of twenty (20) call center agents here in Metro Cebu. There were roughly about twelve (12) female respondents and eight (8) male respondents who participated in the survey. The respondents vary from young people in their early twenties to people in their mid and late twenties. We did not really mind the gender and the age of the respondents since those were not included in the variables to be considered in the research.
The respondents were chosen by random. The 20 call center agent respondents were from different call center industries that are located in the I.T. Park in Brgy. Lahug, Cebu. These companies include Convergys, Aegis People Support, Stream, Qualfon, and JP Morgan Chase. We also had a respondent from Epeformax, also a call center company located inside JY Square Mall also in Brgy. Lahug.
The following tables in the succeeding pages present the data gathered from the results of the survey conducted by researchers on the 20 call center agent respondents. The tables also show the level of approval of the respondents on the different statements that are put to them regarding the conditions in their workplace, and their lifestyle.


A.
Sleep has been an important part of the human life (awkward expression). People sleep when they get tired, when they feel exhausted, and when they sleep at night. Sleep, is defined as the state where a person’s movement decreases and awareness of the surrounding also decreases (Siegel, 2007). It is deemed to be necessary in humans so that it (wrong reference; sleep can gain the energy lost?)can gain the energy lost during the day.
Table 1
Number of Hours spent by Call Center Agents for Sleeping/Taking a Rest
N = 20
No. of Hours Frequency Percentage
2-4 hours 1 5%
4-5 hours 3 15%
5-7 hours 12 60%
Exactly 8 hours 1 5%
More than 8 hours 3 15%
TOTAL 20 100%

The data presented above shows the number of hours a call center agent takes in sleeping and in taking some rest every after work. Based on the results gathered from the survey, most of the respondents (call center agents) work at night or in graveyard shift schedule. This means that most call center agents have to adjust to the time of their work from the usual time of sleep. As seen in the table above, (60%) of the respondents, or majority of the respondents answered that they sleep for just five to seven (5-7) hours only. This goes to show that despite the work schedule, they can still manage to have enough time for sleeping.
Sleep is one of the important things that a human must fulfill on a daily basis. According to the article by Siegel (2007) the ideal sleeping hour of humans is eight (8) hours. This sleeping hour basically decreases as he/she gets older. If this number is not achieved, what commonly happens is that we (humans) get dizzy and often take a slumber during the day which causes less productivity rate for working people. (good)
B.
Call center companies are foreign based companies that settle in areas where cost is low (Soriano, 1985). Call centers operate 24 hours a day, 7 days a week, catering to client companies by dealing with customer inquiries and complaints and they also follow the time zone of the country from where they receive the calls which makes the call center agent’s biological clock a little opposite to the normal body clock of non-call center agents (Alava, 2009).

Table No. 2.1
Difficulty in the graveyard shift


Attributes Frequency (F) Weight (x) Percentage (Fx)
Strongly Agree 1 5 5%
Agree 6 4 24%
Undecided 4 3 12%
Disagree 5 2 10%
Strongly Disagree 4 1 4%
Total 20 Fx = 55% / 20
=
2.75
(Undecided)
N = 20

This table shows that most of the respondents are undecided whether they find it difficult to adjust on their night shifts taking into account that most of them work on the graveyard shift. Although (24%) of the respondents agree that it is really difficult to adjust to the work schedule especially if you are just recently hired or new agent (fragment). But definitely, the longer an agent is in the industry, the more he/she can adjust yourself to the work schedule. The table implies that there are call center agents that who had great ease in adjusting to their graveyard shifts as well as call center agents who find difficulty in adjusting to such schedule.
This implies that a call center agent’s job is no joke since they (who? No antecedent) have to adjust to foreign time in order to do their job well. Most of the agents tend to adjust first in the time schedule for their work before really enjoying the benefits they get from their job.
C.
A call center agent’s job is something that an ordinary person can easily handle. They receive calls ranging from people asking questions about their computers and how to fix their Internet connection, people having problems with their credit or debit cards, people inquiring or even paying their telephone bills, and even booking their flights. This somehow makes (you are referring to three items) their job tough.
Table No. 2.2
Demanding job
Attributes Frequency (F) Weight (x) Percentage (Fx)
Strongly Agree 1 5 5%
Agree 9 4 36%
Undecided 1 3 3%
Disagree 8 2 16%
Strongly Disagree 1 1 1%
Total 20 Fx = 61%/ 20
=
3.05
(Undecided)
N = 20

The table above shows that most of the respondents are undecided whether their job demands a lot of their energy and capabilities. This tends to show (This shows) that some of the respondents agree that their job is demanding while others disagree. This varies mainly because of the different companies or firms wherein they work making their job either demanding or not. This can be considered true since call center industries operate in a 24/7 basis which means that companies really demand time to (from) their agents especially if it is a peak season such as holidays (Alava, 2009, p. 5).
D.
A call center agent’s job is to answer telephone calls from other countries where their company is really based. Some of these countries belong to the Western part of the world such as the United States of America and Canada (Sibal, 2006). Since most of the areas where they receive calls are from the western side of the world, it cannot be denied that some of their callers are people who demand much from the agent taking their call.
Table No. 2.3
Demanding Callers
N = 20
Attributes Frequency (F) Weight (x) Percentage (Fx)
Strongly Agree 2 5 10%
Agree 4 4 16%
Undecided 6 3 18%
Disagree 6 2 12%
Strongly Disagree 2 1 2%
Total 20 Fx = 58%/ 20
=
2.9
(Undecided)

The data presented above shows whether the respondents find their callers demanding or not which is maybe the reason why their work produces a great amount of stress to them. Based on the table, it (wrong referencing) shows that respondents are undecided whether their callers demand a lot to (from) them. This is also true because call center industries have their own home countries. Some industries are receiving calls from the United States, United Kingdom, Japan, and Canada (Alava, 2009, p.6). The level of demands that they get from their callers differ from each country which they are based.
According to an agent we interviewed, “It is commonly the Americans who are demanding because they somehow seem to be always in a hurry everytime we receive call coming from them.” This implies that the demand level of callers vary from the place where the call originates. This is the reason why the result was undecided since the different call center agents surveyed are also based from different countries where they receive their calls from.
E.
With our world becoming more and more liberated, people have started to become loose with the way they speak words. We often hear slang words or words that are informal and are not really part of the English language. This is usually used by the Americans and somehow, these words become offensive when they are used.
Table No. 2.4
Offensive Words from Callers
Attributes Frequency (F) Weight (x) Percentage (Fx)
Strongly Agree 1 5 5%
Agree 10 4 40%
Undecided 1 3 3%
Disagree 5 2 10%
Strongly Disagree 2 1 2%
Total 20 Fx = 60%/20
=
3
(Undecided)
N = 20

The table above shows that (40%) of the respondents agreed (you used present tense earlier) that they sometimes hear offensive words from their callers. According an agent we interviewed regarding this, she said, “We can do nothing about that. We cannot just talk back. Well, that’s part of our job.” She also said that this usually happens when they receive calls from Americans who complain about their internet connection. She even said that hearing offensive words from your callers vary on what country your company is based.
These words often hit the call center agents. One agent said that she was really pissed (off) (angry) when she was called “stupid” by her caller. With that, her whole day got ruined. This statement form one call center agent implies that the words said to them by their callers, although not personally said, somehow causes an agent to become depressed and can change the mood of an agent from heaven to hell.
F.
Call center agents work for at most nine (9) hours in front of the computer screen and attending to calls from other countries. This somehow causes unnecessary pains on the part of the call center agents especially back pains due to hours of sitting.
Table No. 2.5
Backaches due to prolonged sitting
N = 20
Attributes Frequency (F) Weight (x) Percentage (Fx)
Strongly Agree 2 5 10%
Agree 7 4 28%
Undecided 7 3 21%
Disagree 3 2 6%
Strongly Disagree 1 1 1%
Total 20 Fx = 66%/ 20
=
3.3
(Undecided)

The table above shows how call center agents find the nature of their work wherein they sit the whole day that can be a reason for backaches. The results show that a number of call center agents (28%) agree that sitting for long hours really is a pain. The table also presents that call center agents are undecided whether their prolonged sitting causes them backaches or not. A call center agent also said, “Depende ra na sa imo kung unsaon nimo paglingkod.” (It also depends on how you sit.).
This somehow implies that the back pains experienced by call center agents at work are dependent on the type of environment and the working conditions in the company. It might be that different call center companies have different types of chairs and positions. So this somehow tells us that it is again a company matter to be taken care of.
G.
Many call centers operate through teams, each dealing with a particular client company, to take advantage of the benefits that the team can provide to the organizations (Grozman, 2005). These teams are headed by a leader, commonly called a team leader or team manager. And it is most of the time the team leader who gives rules and policies to his/her team.
Table No. 2.6
Strict Boss
N = 20
Attributes Frequency (F) Weight (x) Percentage (Fx)
Strongly Agree 1 5 5%
Agree 1 4 4%
Undecided 6 3 18%
Disagree 10 2 20%
Strongly Disagree 2 1 2%
Total 20 Fx = 49%/20
=
2.45
(Disagree)


The table above shows that most of the respondents (20%) disagreed that their bosses are strict. This tends to imply that even if the respondents are from different companies, they have the same stand with regards to the strictness of their boss. Moreover, they do not find the strictness of their boss a factor that may affect or may add up to their stressful life.


H.
Most of the call center companies here in the country are foreign based. Some of these industries are receiving calls from the United States, United Kingdom, Japan, and Canada (Alava, 2009, p.6). The heads of these companies are (the) ones making the company rules. They implore stricter rules especially in companies where they entertain matters that are of importance such as handling bank accounts and stuff like that.
Table No. 2.7
Inflexible Company Rules
N = 20
Attributes Frequency (F) Weight (x) Percentage (Fx)
Strongly Agree 1 5 5%
Agree 1 4 4%
Undecided 2 3 6%
Disagree 15 2 30%
Strongly Disagree 1 1 1%
Total 20 Fx = 55%/20
=
2.3
(Disagree)


The data presented above shows whether the company they are employed in have rules that are inflexible that could trigger stress to their work. Based on the table, it shows (wrong referencing) that most of the respondents (30%) disagree on the issue that their company’s rules are inflexible. This entails that their company’s rules are easy to adjust and that they do not have strict regulations with regards to the policies in the workplace. This is also a good sign that call center agents do not find their companies as strict, which means that they enjoy working in their companies.
I.
It is a common thing that companies in the country demand overtime from their employees. This usually happens during holiday season and summer season. Due to the overtime being requested by certain companies, the employees also gain extra income for the overtime pay.
Table No. 2.8
Overtime
N = 20
Attributes Frequency (F) Weight (x) Percentage (Fx)
Strongly Agree 1 5 5%
Agree 0 4 0%
Undecided 4 3 12%
Disagree 11 2 22%
Strongly Disagree 4 1 4%
Total 20 Fx = 43%/20
=
2.15
(Disagree)

This table shows that most of the respondents disagree that their company demands overtime from them. This means that they can still have activities that can relieve their stress. Moreover they still have enough time to have proper rest and cope up with (cope with) the activities that need to be done. According also to a call center agent that we interviewed, their company only demands overtime from them only during holidays like Christmas and New Year and other important days in the country where they are based.
J.
Call center companies settled here in the Philippines are mostly from the United States of America or from Canada. These countries are known for being the first world countries where life seems to be fast paced. And with the call center companies in the country, call center agents also experience the fast paced life in their workplace.
Table No. 2.9
Unfriendly Environment
N = 20
Attributes Frequency (F) Weight (x) Percentage (Fx)
Strongly Agree 1 5 5%
Agree 4 4 16%
Undecided 1 3 3%
Disagree 7 2 14%
Strongly Disagree 7 1 7
Total 20 Fx = 45%/20
=
2.25
(Disagree)

The data presented above shows whether the respondents find their environment unfriendly. As showed (shown) in the table, it (wrong referencing) entails that most of the respondents disagree that the environment where they are working in is unfriendly. This means that the companies where they work develop a friendly environment where their employees can grow and develop with them.
The fast paced life enjoyed by the Americans and Canadians are somehow relayed to the call center agents who receive their calls. This is one of the reasons why the environment in the call centers becomes stressful and unfriendly. Their callers somehow affect also the aura in their workplace.
K.
A call center agent’ job includes multitasking. They (who?) have to attend to this call while checking on the data and profile of the caller (Alava, 2009). This is one of the things that make a call center agent haggard at the end of the shift schedule.

Table No. 2.10
Tiresome Job
Attributes Frequency (F) Weight (x) Percentage (Fx)
Strongly Agree 0 5 0%
Agree 3 4 12%
Undecided 7 3 21%
Disagree 7 2 14%
Strongly Disagree 2 1 2%
Total 20 Fx = 49%/20
=
2.45
(Disagree)
N = 20

According to the data presented in the table above, majority of the respondents answered (you always use present tense) undecided (21%), which means that most of them cannot really say that being a call center agent is a tiresome job, while others enjoy being a call center agent. The respondents have different opinions with regards to their job being tiresome. The overall opinion of the respondents says that they disagree that their job is tiresome.
The results imply that there are some agents that enjoy in what they do because some companies provide good company while others feel that their job is so demanding and it makes them feel really more of a robot than a person.

Table No. 2.11
Summary of Results - Nature of Work
N = 20
Frequency Weight Fx
Difficulty in the graveyard shift 1 3 3
Demanding job 1 3 3
Demanding callers 1 3 3
Backaches due to prolonged sitting 1 3 3
Strict boss 1 2 2
Inflexible company rules 1 2 2
overtime 1 2 2
Unfriendly environment 1 2 2
Offensive words from callers 1 3 3
Tiresome job 1 2 2
Total 10 Fx = 25/10
=
2.5
(Undecided)

The summary of the results presents the overall assessment of the results gained from the survey. As shown in the table above, the call center agents are left undecided whether there is really a significant effect of their nature of work in their life. Majority of the results imply that there is really no big deal on their working environment because as far as they are concerned, it is just a matter of familiarizing yourself with the way things happen in their industry. The longer you stay, the easier it gets to adjust with the way of life there.
The following tables on the succeeding pages contain the data regarding the activities that call center agents usually do during their break time or every after working schedule.












Activities Done by Call Center Agents during Break time or after Work
Call center agents work for about eight (8) hours per shift. In between, they have a two (2) fifteen minute break and an hour of lunch – a lunch that happens during the wee hours of the night. During these break, call center agents tend to do lots of stuff in order to relax themselves.
A.
One of the things that most people do nowadays is to smoke. Teenagers, even at the age of sixteen smoke already. According to the study conducted by YAFS (Young Adult Fertility and Sexuality), two out of every five teens smoke. No wonder, many teens and even adults are into smoking even at an early age.
Table No. 3.1
Smoking
Attributes Frequency (F) Weight (x) Percentage (Fx)
Always 9 4 36%
Often 2 3 6%
Sometimes 0 2 0%
Never 9 1 9%
Total 20 Fx = 51%/20
=
2.55
(Often)
N = 20
The table above shows the number of the respondents who smoke during break time or after work. Evidently, (36%) of the respondents answered that they always smoke during break time or after shift. But, there are also a number of call center agents who never smokes even if most of their colleagues do smoke. The overall result showed that call center agents oftentimes smoke during break time or after work.
This implies that smoking is done by many people to distress themselves from the tough work or activity. But despite being a stress reliever, smoking also has detrimental health effects such as lung cancer, emphysema, and bronchitis.
B.
Distressing is a form of activity wherein a human engages into activities in order to relieve the stress he/she is experiencing. It is important to distress in order to avoid depression and possible suicidal moves.
Table No. 3.2
Going out with friends
N = 20
Attributes Frequency (F) Weight (x) Percentage (Fx)
Always 2 4 8%
Often 6 3 18%
Sometimes 10 2 20%
Never 2 1 2%
Total 20 Fx = 48%/20
=
2.4
(Sometimes)

In this table, the answers of the respondents are divided. Considering the time of duty or working time of call center agents which is at night, they can still have time in the morning to go out with their friends. So, a number of the respondents answered that they sometimes (20%) go out with their friends. But there is also quite a small number of the respondent who answered never (2%). We managed to ask one of them and she answered, “They have work in the morning, so we can’t manage to meet up.”
This implies that because of the working schedule of the call center agents, they sometimes miss going out with their friends. They only get to be with their friends once in a while on their day-off. Those who answered that they never go out with their friends are primarily because of the exhaustion that their work gives them.
C.
Drinking has been a common method which most people do in celebration of something special. Today, many of the young people tend to engage in drinking even if they are still in their minor age. Drinking has had a bad connotation due to the bad effects of drinking in the human body. Aside from being intoxicated, people often get in trouble due to the effects of drinking alcoholic beverages.

Table No. 3.3
Drinking alcoholic Beverages
Attributes Frequency (F) Weight (x) Percentage (Fx)
Always 2 4 8%
Often 1 3 3%
Sometimes 11 2 22%
Never 6 1 6%
Total 20 Fx = 39%/20
=
1.95
(Sometimes)
N = 20

The results of this table show that of the 20 respondents, 11 of them sometimes go out and drink alcoholic beverages with their friends. The rest of the respondents answered that they always (8%) drink beer after work. This can be true considering that there are a lot of beerhouses outside and even inside the vicinity of the I.T. Park. The existence also of these places can trigger call center agents to try one.
Drinking is now a common thing for people even to those at an early age. Try taking a stroll in the I.T. Park. Even at an early hour, many call center agents drink in the bars and stores near the area. This act of drinking for some call center agents is bad since it can affect their productivity in their work. Aside from that, they can also become victims of diseases such as liver cancer and cirrhosis.
D.
Breakfast is one of the most important meals of the day. Filipinos for that matter are fond of eating breakfast. One of the best breakfast meals is the pandesal and coffee. Most people cannot live through without drinking coffee. But now, coffee is not just a breakfast partner. With the emergence of coffee shops such as Starbucks, coffee drinking has been a fad for most people.
Table No. 3.4
Drinking Coffee
Attributes Frequency (F) Weight (x) Percentage (Fx)
Always 6 4 24%
Often 4 3 12%
Sometimes 5 2 10%
Never 4 1 4%
Total 20 Fx = 50%/20
=
2.5
(Often)
N = 20

The data presented in the table above shows the frequency of call center agents in drinking coffee every after work or during break time. Which is why their break time of sometimes called their coffee break since most call center agents drink coffee in order to keep themselves awake. That is why, there is quite a big percentage of call center agents who say that they are into drinking coffee most of the time.
This implies that coffee is not just a drink for breakfast or for the older people. Coffee is now a part of the lives of many people. But there must be a moderation done in drinking coffee since a cup of coffee contains caffeine and according to the study by Gayares and Romero (2010), call center agents drink more coffee per day than non-call center workers (2.3 cups vs. 1.7 cups).
E.
Casual sex is very common nowadays in which people who have just met each other engage to (in) sexual intercourse. In connection with this, call center agents are subject to this for the reason that they are prone to this activity due to the environment that surrounds them and the schedule of work they are into. (weak phrasing; revise)
Table No. 3.5
Having Casual Sex
N =20
Attributes Frequency (F) Weight (x) Percentage (Fx)
Always 0 4 0%
Often 0 3 0%
Sometimes 2 2 4%
Never 18 1 18%
Total 20 Fx = 22%/20
=
1.1
(Never)

The data above shows that more than half of the respondents say that never in their life did they engage into casual sex. The data does not really generalize all the call center agents in the country. However, eighteen percent of the opinions of the respondents say that they do not engage in casual sex in and out of the workplace. The result gathered from this table invalidate the article of Dela Cruz Tan(undated) that call center agents engage in casual sex which is why they are more prone to HIV/AIDS or maybe the respondents that we have were conservative or maybe some were ashamed to admit it. This implies that call center agents does not have enough time to engage in casual sex due to the work schedule they are into.
F.
Shopping is (a) form of recreational activity that could be an effective tool to ease stress. Shopping malls offer nice ambiance to costumers making them comfortable to enjoy the area and be relieved from a stressful day.
Table No. 3.6
Shopping
N = 20
Attributes Frequency (F) Weight (x) Percentage (Fx)
Always 1 4 4%
Often 7 3 21%
Sometimes 7 2 14%
Never 4 1 4%
Total 20 Fx = 43%/20
=
2.15
(Sometimes)

The table above presents how often call center agents go to malls in order to shop as a nature of relieving stress. Twenty-one percent (21%) of the respondents say that they often go to shopping malls. However, fourteen percent (14%) of the total respondents also show that they sometime go to shopping malls. In average, the respondents reveal that they do not very often go to malls due to lack of energy.
G.
Going to the doctor if possible monthly for check-up is very important to ensure one’s health and avoid certain diseases that may hinder our day to day activities.
Table No. 3.7
Going to the Doctor
N = 20
Attributes Frequency (F) Weight (x) Percentage (Fx)
Always 5 4 20%
Often 1 3 3%
Sometimes 10 2 20%
Never 4 1 4%
Total 20 Fx = 47%/20
=
2.35
(Sometimes)

The table shown above reveals the frequency of call center agents’ visitation to the doctor for check-up. The table entails that 20% of the respondents said that they always go to the doctor for check-up, while also 20% of them said that they visit the doctor sometime. On the other hand, the average percentage of the respondents implies that they just sometimes visit the doctor. This is maybe because of the call center agents’ lack of free time which is why there are agents who do not often visit the doctor.
H.
Going to clubs is another form of recreational activity that can relieve stress and can be a form of engagement in a social life. However, this activity poses a great danger to people in one way or another.
Table No. 3.8
Going to Clubs
N = 20
Attributes Frequency (F) Weight (x) Percentage (Fx)
Always 3 4 12%
Often 3 3 9%
Sometimes 10 2 20%
Never 4 1 4%
Total 20 Fx = 45%/20
=
2.25
(Sometimes)


So as an assessment, a table is presented above that shows how often the respondents go to club as a form of recreational and stress relieving activities. As shown in the table, twenty percent of the respondents say that they sometime go to clubs. In average, the answers bring about that most of the respondents do not often go to clubs as a form of their stress-relieving activities. This implies that most of the call center agents do not anymore have enough time and energy to go to clubs and enjoy.
I.
Eating is very essential to us human beings most especially that we perform a lot of activities every day. We need food in order to keep going and have the energy to do our tasks. As a call center agent, food is more essential because they work in an unusual schedule and they are prone to stress.
Table No. 3.9
Eating on Restaurants
Attributes Frequency (F) Weight (x) Percentage (Fx)
Always 2 4 8%
Often 6 3 18%
Sometimes 9 2 18%
Never 2 1 2%
Total 20 Fx = 46%/20
=
2.3
(Sometimes)
N = 20

The data shown entails the frequency of call center agents to eat on restaurants to cope with their skipped meals and their unusual lifestyle. It can be noticed that eighteen percent (18%) of the respondents say that they often eat on restaurants to cope with their skipped meals while 18% also revealed that they sometimes eat on restaurants in order to muddle through their skipped meals. However, the average percentage of the respondents entails that they only sometimes go to restaurants to cover their skipped meals. This implies that call center agents d not spend much time to go to restaurants after their work.



J.
Sleeping is plays an important role in our everyday lives because it serves as a charger of our body from the tiring and stressful day of work. This is very important to call center agents most especially that they are engaged to (in) unusual schedule of work.
Table No. 3.10
Sleeping
N = 20
Attributes Frequency (F) Weight (x) Percentage (Fx)
Always 12 4 48%
Often 5 3 15%
Sometimes 2 2 4%
Never 1 1 1%
Total 20 Fx = 68%/20
=
3.4
(Always)


The table presents how often the respondents go home and sleep or take a rest after their work. The results show that 48% of the respondents always go home directly after work and take a rest. Moreover, 15% of the respondents also say that they often go home directly after work to sleep and take a rest. In average, the respondents declare that they go home directly after work to cope up with their sleeping hours.
Table No. 3.11
Summary of Results
N = 20
Frequency Weight Fx
Smoking 1 3 3
Going out with friends 1 2 2
Drinking alcoholic Beverages 1 2 2
Drinking Coffee 1 3 3
Having Casual Sex 1 1 1
Shopping 1 2 2
Going to the Doctor 1 2 2
Going to Clubs 1 2 2
Eating on Restaurants 1 2 2
Sleeping 1 3 3
Total 10 Fx = 22/10
=
2.2
(Sometimes)

The table above shows the summary of the results gathered from the survey on the second part of the research questionnaire. Results show that there is really quite a number of call center agents who smoke and drink during break and every after work. There are also some of the respondents who would prefer to enjoy, go out with friends, go to the mall, shop and eat in order to have fun. While there is also a very small number of the call center agents who have time for party, go to clubs, and even engage in casual sex. On the other hand, many of the call center agents would prefer to go home and sleep. There are also some who are health conscious who spare time to go to the doctor and have themselves checked for disease in order to ensure their health and wellness. All in all, the average opinion of the respondents says that they do activities, both positive and negative.
The succeeding tables that will be presented in the following pages of this research paper will show the results of the survey done regarding the effects of their lifestyle in their health and vulnerability to acquiring diseases. The statements in this part are statements (are those that; delete statements) that incorporate both the nature of work of call center agents and their lifestyle.









Work and Lifestyle
A.
Drinking alcoholic beverages nowadays serves as a form of stress relieving activities among the youth. This activity exposes people to danger that may sometime lead to acquisition of various diseases.
Table No. 4.1
Drinking alcoholic beverages in order to forget the bad words the caller said
Attributes Frequency (F) Weight (x) Percentage (Fx)
Strongly Agree 0 5 0%
Agree 3 4 12%
Undecided 2 3 6%
Disagree 3 2 6%
Strongly Disagree 12 1 12%
Total 20 Fx = 36%/20
=
1.8
(Disagree)
N = 20

The results above show that twelve (12) out of twenty (20) respondents in the survey strongly disagree with the idea of that they (call center agents) drink in order to forget the bad and offensive words that their callers said to them. There are also some of the call center agents who agreed with the statement t while the two other respondents are left undecided whether or not they drink in order to forget the bad words their callers said or they just drink just to have fun. But in general, the opinions of the call center agents resulted to (in) a disagreement in the statement. This means that drinking is not a common stress relieving activity among call center agents though some of them engage with it.
B.
Smoking gives many dangerous effects to the human body. However, people still continue to practice such habit for certain purposes such as stress-reliever or others. Because of the danger that it brings it can give people ill effects and is somehow very common among working people such as the call center agents.

Table No. 4.2
Smoking to relieve Stress
N = 20
Attributes Frequency (F) Weight (x) Percentage (Fx)
Strongly Agree 3 5 15%
Agree 3 4 12%
Undecided 1 3 3%
Disagree 5 2 10%
Strongly Disagree 9 1 9%
Total 20 Fx = 49%/20
=
2.45
(Disagree)

The data above shows that nine(9) out of twenty (20) respondents of the survey presented strong disagreement on the statement that call center agents smoke in order to relieve stress from work. There are also a quite number of respondents who agreed with the idea of smoking as a stress reliever. One call center agent that some of those agents who smoke are really smokers even before entering the industry. But since majority of the respondents answered the statement with a tone of disagreement, the general answer of the statement is disagreeing. This entails that even many call center agents smoke, their purpose is not for stress relieving but maybe for some other things.
C.
Casual sex exposes an individual to many risks most especially with regards to one’s health. Moreover it makes a person vulnerable to some sexually related disease therefore casual sex is not a good form of stress relieving activity because it puts an individual to health risks that can affect his or her normal way of living.
Table No. 4.3
Having casual sex as form of Stress Reliever
Attributes Frequency (F) Weight (x) Percentage (Fx)
Strongly Agree 0 5 0%
Agree 0 4 0%
Undecided 1 3 3%
Disagree 5 2 10%
Strongly Disagree 14 1 14%
Total 20 Fx = 27%/20
=
1.35
(Strongly Disagree)
N = 20

The data presented in the above table shows that majority of the respondents answered that they disagree (some even total disagreement) to the idea of casual sex as a form of stress reliever. Twenty four percent of the total (27%) of the respondents answered the statement with a disagreeing answer. The results of this table disproves the idea in the posted article of Dela Cruz Tan (undated) regarding sex, be it men-to-men sex or just casual sex since most of the respondents in the survey answered that only a small number of agents do it and some even say that they never did engage into sex. This proves that having casual sex is not considered by call center agents as a way to get rid of their stress. Though some may engage to (in) it as a whole, call center agents do not find casual sex as a good way to induce stress.


D.
Sleeping is an essential activity to which an individual performs. It can be considered as essential as food, water and air therefore an individual need sleep according to one’s body needs. If one fails to complete his sleep an individual cannot perform well his tasks.
Table No. 4.4
Sleeping to catch up with the sleeping hours
Attributes Frequency (F) Weight (x) Percentage (Fx)
Strongly Agree 10 5 50%
Agree 7 4 28%
Undecided 2 3 6%
Disagree 1 2 2%
Strongly Disagree 1 1 1%
Total 20 Fx = 87%/20
=
4.35
(Agree)
N = 20

The results in the table presented shows that majority (50%) of the respondents in the survey strongly agree to the statement that call center agents go home and sleep in order to catch with the sleeping hours that they have missed. Only a small number of the respondents disagree with the statement. This result proved the idea of Gayares and Romero (2010) regarding the call center agents having insufficient amount of sleep because although they strive to make time for sleep, the time they have is limited for about just 5-7 hours only which is still not the adequate time that should be allotted for sleep.
E.
Regular check-up among workers is crucial in order for them to know whether or not they are still capable of working. Health is really an important issue when it comes to workers most especially that these workers are very much depend on themselves alone.
Table No. 4.5
Going to the Doctor for Check-up
Attributes Frequency (F) Weight (x) Percentage (Fx)
Strongly Agree 2 5 10%
Agree 9 4 36%
Undecided 7 3 21%
Disagree 1 2 2%
Strongly Disagree 1 1 1%
Total 20 Fx = 70%/20
=
3.5
(Agree)
N = 20

The table above presents the result of the survey which implies that there are roughly forty-six percent (46%) of the total respondents who make time to consider their health condition and go to the doctor for physical check-up. This goes to show that there are really call center agents who manage to take charge of their health despite the unhealthy lifestyle that all the people around them practices. Although check-up might not be a regular check-up, it is at least they have thought of having their health checked.
F.
Due to call center agents work schedule they somehow find difficulty not only with their working schedule but with their sleeping schedule is as well. This is the so called insomniac.
Table No. 4.6
Becoming Insomniac because of the work schedule
N = 20
Attributes Frequency (F) Weight (x) Percentage (Fx)
Strongly Agree 2 5 10%
Agree 7 4 28%
Undecided 3 3 9%
Disagree 4 2 8%
Strongly Disagree 4 1 4%
Total 20 Fx = 59%/20
=
2.95
(Undecided)

The data being presented above are the results of the survey which asked the respondents if their nature of work being “night workers” or working at the graveyard shift schedule affected or made them insomniac or those people who have difficulty in sleeping or really cannot sleep at all. Twenty eight percent of the respondents answered in agreement that the nature of work in the call center industry somehow made them insomniac since they have to wake up at the night and work which is somewhat opposite to the usual sleeping habit of the person. There are also others who disagreed (you used present tense earlier) (12%) with the statement saying that they can still sleep well and that their work has not affected their sleeping habit. This tends to show that the work schedule of the call center agents greatly triggers them to become insomniac and because majority of the call centers agreed with it, it shows that most of them are affected with it.
G.
Having fun after a very stressful day is indeed a very good thing to do in order for us to gain back the normal person among us. However, this also poses danger to the individual in many ways in one way or another.


Table No. 4.7
Going to clubs to have fun after work
Attributes Frequency (F) Weight (x) Percentage (Fx)
Strongly Agree 1 5 5%
Agree 4 4 16%
Undecided 6 3 18%
Disagree 5 2 10%
Strongly Disagree 5 1 5%
Total 20 Fx = 54%/20
=
2.7
(Undecided)
N = 20

The table above shows the stands of the call center agents on the issue of going to clubs in order to have fun after work. The table reveals that 18% of the respondents are undecided whether they go to clubs after work while 16% agrees that they go to clubs to have fun after work. This is so because of the respondents have graveyard shifts making their work end up during day time so they do not have enough time to go to clubs to have fun. But based on the survey, the average percentage shows that respondents are undecided on the issue whether or not they go to clubs to have fun after work. It tends to show that not all agents go to clubs after work to have fun.

H.
Due to the stressful and depressing work of call center agents, they tend to use anti-depressants in order to reduce the stress and depression that they feel. However, anti- depressants also offer health risks when it comes to becoming dependent on it.
Table No. 4.8
Becoming dependent in Anti-Depressants
Attributes Frequency (F) Weight (x) Percentage (Fx)
Strongly Agree 0 5 0%
Agree 1 4 4%
Undecided 3 3 9%
Disagree 4 2 8%
Strongly Disagree 12 1 12%
Total 20 Fx = 33%/20
=
1.65
(Disagree)
N = 20

The data presented above reveals the result from the survey whether or not the respondents are becoming dependent on anti-depressants. The table goes to show that 12% of the respondents strongly agree with the issue of becoming dependent on ant-depressants. However, 9% of them are undecided whether or not they are becoming dependent on anti- depressants. But as the result of the table show, it implies that majority of the respondents disagreed on becoming dependent on anti-depressants. It means that call center agents do not greatly depend on anti-depressants just to surpass their stress.
I.
Drinking is a form of stress relieving activity to which most workers engage in most especially that they are prone to stressors and other forms of pressures. Call center agents are also prone to this stress- relieving activity most especially that they are more exposed to pressures and depression.
Table No. 4.9
Drinking beer to forget the Stress
Attributes Frequency (F) Weight (x) Percentage (Fx)
Strongly Agree 2 5 10%
Agree 3 4 12%
Undecided 1 3 3%
Disagree 5 2 10%
Strongly Disagree 9 1 9%
Total 20 Fx = 44%/20
=
2.2
(Disagree)
N = 20

The table above presents the results of the survey which implies that there are twelve percent (12%) of the total respondents who agreed that they drink beer in order to forget the stress which they got from the environment around them. But nine (9) out of the twenty (20) respondents say that they strongly disagree with to this statement basically because they do not resort to drinking beer in order to forget stress because according to an agent, it is just shallow reason for a person to drink. In general, the average answer results to disagreement in the statement.
J.
Going to malls causes great relaxation to most people. Moreover, the relaxing aura of the malls reduces the tension of the workers from a stressful day of work. That is the reason why most call center agents resort to this form of relaxation.
Table No. 4.10
Going to malls for Relaxation
N = 20
Attributes Frequency (F) Weight (x) Percentage (Fx)
Strongly Agree 2 5 10%
Agree 10 4 40%
Undecided 3 3 9%
Disagree 3 2 6%
Strongly Disagree 2 1 2%
Total 20 Fx = 67%/20
=
3.35
(Agree)

The table above present s the data gathered from the survey results. Ten (10) out of the twenty (20) respondents answered that they often go to malls for relaxation. The researchers reviewed the profile of those agents and who agreed with the statement and we found out that the agents who agreed to this statement are women. This is because women seek to find relaxation on the things that give them pleasure such as shopping and going to malls to splurge a bit. While some of those who disagreed with the statement are mostly men, there are also some of the respondents, three out of the 20 respondents who were left undecided on the matter. (tense consistency)








Table No. 4.11
Summary of Results
N = 20
Frequency Weight Fx
Drinking alcoholic beverages in order to forget the bad words the caller said 1 2 2
Smoking to relieve Stress 1 2 2
Having casual sex as form of Stress Reliever 1 1 1
Sleeping to catch up with the sleeping hours 1 4 4
Going to the Doctor for Check-up 1 4 4
Becoming Insomniac because of the work schedule 1 3 3
Going to clubs to have fun after work 1 3 3
Becoming dependent in Anti-Depressants 1 2 2
Drinking beer to forget the Stress 1 2 2
Going to malls for Relaxation 1 4 4
Total 10 Fx = 27/10
=
2.7
(Undecided)

This table shows the summary of the results in the third part of the survey questionnaire that talked about the relationship between the nature of the work of call center agents and how it affected their lifestyle. The results show that most of the response (s) of the respondents is in a tone of agreement when it talks about doing activities that would benefit them. These activities include sleeping, going to the doctor for check-up, and going to the malls to relax. However, there are also those who answered that having vices such as drinking and smoking are somehow because of the stress that they get from the environment around them. The average answer of the respondents says that in one way or another, the nature of their work somehow has an effect on their lifestyle since they must also adapt the things they do to the environment around them.