Call center project shows way from burnout to balance


“WELLNESS Ambassadors” John Louie Fernandez and Lorena Quiroz

Work in a call center is fast-paced, dynamic and complex. But along with stories of first-job thrills and fat paychecks are tales of early job burnout and swift turnovers.

Even a youthful workforce needs support activities or programs to address such sad trends, especially in an industry that has propelled the Philippines to No. 3 on the list of global business process outsourcing destinations, based on a 2013 survey.

In a 24/7 work environment, how can companies provide more health and wellness opportunities for their employees? For call center agents John Louie Fernandez and Lorena Quiroz of legacy-Stream in Alabang, Muntinlupa City, discovering these opportunities has proven to be rewarding.

Fernandez and Quiroz won the recent “Mr. & Ms Wellness Ambassador” competition at the Stronger as One: Convergys and legacy-Stream Alabang Sportsfest, one of the first joint projects of the two companies since Convergys acquired Stream in March.

The month-long event kicked off mid-May at the Muntinlupa Sports Complex, drawing over 1,000 employees and guest participants in basketball, volleyball and race relays. While Convergys had held many sportsfests in its 10-year history, this was its first engagement opportunity with Stream in Alabang. Both companies have a history of employee engagement programs that promote health and wellness.

Quiroz, a nonsmoker who also shuns alcohol, said she stays fit by taking regular walks or jogging for 30 minutes to an hour on her rest day. “I make sure I take my family out for meaningful bonding and relaxing activities.  I have regular conversations with them on what my work and home obligations entail,” she said.

Fernandez, meanwhile, is into wakeboarding, running and basketball, and appreciates the ample time given to call center  agents like him to pursue social and fitness activities.

The Convergys Wellness Ambassadors were chosen among representatives from the four company sites. They stood out among peers for their physical fitness and drive for work-life balance.

“Both legacy-Stream and Convergys provide health and wellness programs such as educational campaigns, employee discounts for gym membership, site activities like group physical workouts, healthy cooking demos, sportsfests, fitness groups, and other stuff that give us the avenues to pursue health objectives in fun ways,” Quiroz noted.

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