Authors : Allanoding Bunsa Liwa; Minda B. Brigoli

Volume/Issue : Volume 11 - 2026, Issue 3 - March

Google Scholar : https://tinyurl.com/34ydpaea

Scribd : https://tinyurl.com/432msakj

DOI : https://doi.org/10.38124/ijisrt/26mar313

Note : A published paper may take 4-5 working days from the publication date to appear in PlumX Metrics, Semantic Scholar, and ResearchGate.

Abstract : This research aims to explore and understand the lived experience of social well-being of Call Center Agents in Davao City, Philippines, and to investigate how the demands of Call Center Work impact their social connections/interactions and work-life balance. This study addresses a gap in the literature regarding the social consequences of Business Process Outsourcing (BPO) employment beyond the typical mental and physical health issues related to BPO employment. A qualitative hermeneutic-phenomenological research methodology was used to investigate participants’ lived experiences. Purposive sampling was utilized to recruit participants; ten night-shift call center workers participated in the research. Data collection consisted of five individual in-depth interviews and one focus-group discussion. Data analysis was conducted using Colaizzi's seven-step phenomenological method, in combination with thematic coding, to determine key themes. The results indicate that Call Center workers experience numerous social challenges, including strained social relationships, social isolation, work stress, and difficulty achieving an adequate work-life balance due to untraditional and unpredictable work hours and the emotional requirements of their job. However, despite the many challenges they experienced, all call center workers interviewed indicated personal growth, resilience, and a strong sense of belonging at their workplace, which helped mitigate some of the negative aspects of the work. Skill development, commitment to work, social support from others, and lifestyle changes were identified as the common coping strategies. The overall conclusion of this study is that call center work has both positive and negative effects on social well-being. While a job demands high levels of social and emotional energy and can create social and emotional strain, it can also promote the development of personal skills and adaptability. The results of this study have implications for developing comprehensive workplace programs, such as flexible scheduling options, wellness programs, and increased social support systems, to improve the social and emotional well-being of call center workers. The results of this study demonstrate the importance of having social workers in occupational settings to improve employees' well-being and contribute to organizational sustainability.

Keywords : Social Work, Social Well-Being, Phenomenology, Call Center Agents, Davao City, Philippines.

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