Gender Based Differentiation Among Call Center Agents at IQOR (Philippines) Inc.

Authors: Marielle O. Angeles, Regenica B. Bobadilla, and Willie C. Buclatin

Abstract: The study descriptively determined the gender based differentiation among call center agents at iQor (Philippines) Inc. Using a choice-based type survey for the 100 employees, it is identified that the roles of female in reproductive activities are aligned with the health issues in the family. On the other hand, the rapports with male roles includes fetching of water, collecting woods, buying of gas, and house repair. Moreover, male roles in productive activities were answering of calls, responding to e-mails, handling customer inquiries, and managing customer complaints while female roles were researching of required information using available resources, resolving customer complaints, processing orders, and routing calls to appropriate resource. Additionally, female has the control over the resources and benefits, and the decision-maker at home. From the evaluated data, results indicate that there is gender differentiation among call center agents at iQor (Philippines) Inc.

Keywords: Gender, Gender Based Differentiation, Call Center Agents, iQor