ESP-4301

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2026-01-13

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Vol. 11 No. 1 (2026): Publishing

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How to Cite

Nurmia L. Ticao. (2026). From Identity to Integration: Motivational Factors and the Impact of the Call Center Industry on Muslim-Filipinos in the Philippine BPO Sector. Environment and Social Psychology, 11(1), ESP-4301. https://doi.org/10.59429/esp.v11i1.4301

From Identity to Integration: Motivational Factors and the Impact of the Call Center Industry on Muslim-Filipinos in the Philippine BPO Sector

Nurmia L. Ticao

College of Asian and Islamic Studies, Western Mindanao State University, Zamboanga City 7000, Philippines Orcid: https://orcid.org/0009-0000-1738-4053


DOI: https://doi.org/10.59429/esp.v11i1.4301


Keywords: Identity; Integration; Motivational Factors; Muslim-Filipinos; Call Center Industry; Philippine BPO Sector

Abstract

This phenomenological study examines the motivational, psychological, and behavioral experiences of Muslim-Filipino employees in the Philippine Business Process Outsourcing (BPO) industry, focusing on how they navigate workplace integration within a highly structured and secular environment. Eighteen Muslim-Filipino call center agents from Metro Manila, Cebu, and Davao participated in in-depth interviews that explored their employment motivations, workplace challenges, and coping strategies. Data were analyzed thematically to capture participants’ lived experiences and meaning-making processes. Islamic ethical values emerged inductively from participants’ narratives and were used as an interpretive lens to understand how Muslim-Filipino employees assign meaning to work, motivation, and adaptation within the BPO sector. Findings indicate that entry into the industry is largely driven by the need for economic stability and accessible employment opportunities. However, sustained engagement is shaped by self-worth, professional growth, ethical livelihood, and personal discipline. Participants reported persistent challenges related to night shifts, physical fatigue, limited accommodation for religious practices, and reduced family interaction. Despite these constraints, they demonstrated resilience through adaptive time management, faith-informed coping, and peer support. Workplace integration emerged not as passive assimilation but as an ongoing process of negotiation between professional expectations, personal values, and religious identity. The study highlights the importance of faith-sensitive and inclusive workplace practices that support employee well-being, dignity, and sustainable integration within the Philippine BPO industry.

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