Psyc 49 Industrial / Organizational Psychology

2015

2nd Sem SY 2014 -

SERVICE LEARNING ACTIVITY REPORT

(PHASE I: Initial Organizational Integration)

PART I.

ORGANIZATIONAL BACKGROUND

The PRM Data Quest Corporation started last June 2011 which was first
located at the 3rd Floor A&M Building, Tomas Saco 1st Street, Nazareth, Cagayan
de Oro City 9000. The meaning of PRM comes from the first name of the three
owners of the company. The P stands for Phillip, the R stands for Roy, and M
stands for Michael. At first they started with two accounts but unfortunately the
accounts was bankrupt. And now they have three successful accounts at present,
and already a Corporation last August 2012, because of the requirement of
having three accounts to be considered a corporation. They just transferred last
March 2013 and they are now located at the 3rd and 4th floor Knightbridge
Building, Tomas Saco 15th Street, Nazareth, to expand their business.
The PRM Data Quest is a call center industry, which composed of
outbound and inbound call center agents. They have 20 outbound call center
agents, 30 inbound call center agents, 2 supervisors, 3 managers and 3 owners.
It is also a foreign-based call center. This business only operates from 8pm until
11am.
Outbound call center agents make calls to telemarketing companies,
fundraising firms, or collection agencies, while inbound call center agents usually
provide customer service, close sales, or process orders. Credit cards, utilities,
airlines, shipping companies, insurance firms, banks, and other businesses use
call centers to support their customers. One may work directly for the company
whose products and services are involved, or work as a third party to whom the
main company has outsourced their call center.
The organizations mission is to engage in the business of providing callcenter services such as, but not limited to, the provision of customer service
assistance regarding the use of certain products or services, the sale of certain
goods and services through inbound and/or outbound calls, the taking of inbound
calls and engaging a resource to address customer problem or need, to contact
customers for the purpose of collecting money or funds owed, and/or to conduct
research for a customer.
PART II.

ORGANIZATIONAL STRUCTURE

Operational Manager serves customers by planning and implementing call

center strategies and operations; improving systems and processes; managing
staff.

Psyc 49 Industrial / Organizational Psychology

2015

2nd Sem SY 2014 -

Human Resource Manager recruiting, selecting, orienting, training, assigning,

coaching, counseling, and disciplining employees; administering scheduling
systems; communicating job expectations; planning, monitoring, appraising, and
reviewing job contributions; planning and reviewing compensation actions;
enforcing policies and procedures.
Supervisor serves customers by taking telephone, fax, and e-mail orders; and
providing information. Also Enhances organization reputation by accepting
ownership for accomplishing new and different requests; exploring opportunities
to add value to job accomplishments.
Accountant Manager The Account Manager serves as the primary business
contact for the client and is responsible for client satisfaction. The AM is
expected to consistently provide excellent customer service to accounts, as well
as represent client needs and goals within the organization to ensure quality. In
addition, the AM will should build relationships with clients to encourage new and
repeat business opportunities.
Security Officer Maintains safe and secure environment for customers and
employees by patrolling and monitoring premises and personnel.
IT Specialist The primary role of the IT Specialist is to provide tactical
management, administration and leadership throughout project teams. The IT
Specialist will be responsible for developing a project plan that is delivered within
the agreed tolerances of time/budget.

Submitted by:
Chalsey Jene Loresto

Christine Tomawis

Psyc 49 YC
February 3, 2015

Approved by:
Pinky Boyles
Human Resource Manager
February 3, 2015