Business Sustainability in a Telecollection Agency: A Sequential Exploratory Analysis

Abstract This study examines the factors contributing to the sustainability of a family-owned telecollection agency in a highly urbanized city in the Philippines. Using a Sequential Exploratory Design, the study combines qualitative narratives from the couple owners of the agency and quantitative data from 315 employees. Four key themes were identified: strategic vision, employee engagement, technological integration, and customer-centric culture. Structural Equation Modeling (SEM) was used to analyze the quantitative data, revealing significant relationships between these factors and business sustainability. The study provides insights into how family-owned businesses, particularly telecollection agencies, can sustain operations in dynamic market conditions. Keywords: Telecollection agency, Business sustainability, Employee engagement, Technological integration, Customer-centric culture, Sequential Exploratory Analysis