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Submitted: 06 August 2018 Modified: 07 August 2018
HERDIN Record #: R04A-UPHBL-18080613275784

CARING AGENT FOR THE CALL: LIVED EXPERIENCE OF NURSES AS CALL CENTER AGENT.

Bianca Louise C. Casis,
Diana O. Castillo,
Tricia Adrienne C. Cruz,
Jennalyn A. Dela Cruz,
Gileen Joyce D. Doria,
Cathlaine Raye Gwyneth A. Gensaya,
Raven Jeffsey B. Itable,
Dejie M. Rusiana

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     There is an increase in number of registered nurses who are working as call center agents. Due to these, there is a decrease in nurses who are rendering their care for the clients in the health care industry. The purpose of this phenomenological study is to provide collective description to understand the significance of the live experience of the nurses working at the call center and answer the main problem of the study on the participant's lived experience and how do they participants feel when they decided to work as a call center agent, considering that they are nurses by profession. Five out of ten themes emerged after analyzing all the verbatim scripts for several times, and highlighting the thirty-eight significant statements with their meanings which represented the lived experience of the participants as call center agents. The five out of ten themes on the hand, corresponded on how do they feel on working as a call center agent despite of their profession. The participants viewed Nurses working as call center agents as contented individuals who engage to a different career path to provide for their family's needs. The similarities of the call center industry to the nursing profession, and the  skills earned in their schooling years are great advantages for their growth in their  chosen job. Recommendations for the discussion of the positive and negative side of the different opportunities for future nurses are presented.

Publication Type
Thesis/Dissertations
Thesis Degree
BS
Specialization
Nursing
Publication Date
November 2017
LocationLocation CodeAvailable FormatAvailability
UPH-Dr. Jose G. Tamayo Medical University/Medical Center N1123 Abstract Print Format