Tenureship Benefits and Level of Satisfaction of Call Center Agents

This study was designed to determine the level of satisfaction based on tenureship benefits of call center agents in Synnex-Concentrix Corporation Company in Cagayan de Oro City. Specifically, it sought to determine the profile of the respondents in terms of age, gender, civil status, length of service, tenureship benefits, the level of satisfaction of tenured call center agents in relation to physiological needs, safety and security needs, belongingness or social needs, self-esteem, and self-actualization, and the significant difference in the level of satisfaction when the respondents are grouped according to profile. Using the quantitative method of research, a total of 50 tenured call center agents of Synnex-Concentrix, CDOC were taken as respondents. The study found out that majority of the respondents belonged to the age bracket of 25-27 years old. Most of them were female, single who work in the company for 31-36 months. Moreover, all the respondents were highly satisfied in terms of meeting all their needs. Lastly, there is no significant difference in the level of satisfaction of tenured call center agents when grouped according to age, gender, and civil status.

Keywords: Level of satisfaction, Maslow’s hierarchy of needs, Call center agents