The business process outsourcing (BPO) Industry is known for being one of the most stressful service industries in its workforce. The main objective of this study is to identify the different factors that affect the work environment, employees’ retention, and performance of non-voice BPO employees. The authors used descriptive-causal to identify the factors and socio-demographic profile of the respondents. The 250 respondents were purposively selected from five different BPO companies in the National Capital Region (NCR). Considerably, the results revealed that most of employees are female, are 18 to 24 years old, earn between Php16,000 and Php21,000 monthly, are single, and college undergraduates. The study found out that leadership performance management system, health and safety policies, personal development, and organizational culture are factors that affect the work environment, employees’ retention, and performance of non-voice BPO employees. Considerably, it was revealed that there was no significant relationship between socio-demographic profile of the respondents and the extent factors that affects the work environment, employees’ retention, and performance of non-voice BPO employees. The researchers recommend this study to intensify monetary and non-monetary benefits as well as creation of employee centered program within the workplace. Keywords: business process outsourcing, non-voice employee, workplace environment, employee retention, performance.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.
hi@scite.ai
10624 S. Eastern Ave., Ste. A-614
Henderson, NV 89052, USA
Copyright © 2024 scite LLC. All rights reserved.
Made with 💙 for researchers
Part of the Research Solutions Family.