evaluative study of business process outsources’ work-life balance policies and programs among customer service associates

Abstract

When the country is in great turmoil because of the pandemic, the economy is trying to recuperate by means of sustaining industries that can continue without compromising human health. One of these industries is the Business Process Outsources (BPO). The Customer Service Associates (CSA) in the BPO are incessantly working in a work-from-home set-up in order to continue their employment. However, during this time of the pandemic, the work-life balance of these agents has been compromised due to limited funds, activities, and adjusted benefits. In the literature, there’s no study that evaluates the work-life balance programs of the CSAs. This study aimed to assess the Business Process Outsources’ Work-Life Balance Policies and Programs among Customer Service Associates (CSA) through the Provus’ Discrepancy Model based on the provisions of the International Labour Organization for Work-Life Balance. A validated instrument was given to 383 agents in simple random sampling in order to assess if the work-life balance programs were observed during this pandemic. Among the policies, Engagement Activities marked the highest mean (3.83) while Overtime Pay and Night differential garnered the lowest mean (1.87). The results indicated that most of the policies are evidently implemented in BPO companies.

Research Capability of Teaching and Non-Teaching Personnel of Universidad De Manila for Research Management Course Certificate Plan

“…The researchers gathered data through adopted and validated research instruments. The instrument was adopted and modified following processes of designing and validating an instrument by Colton & Covert (2007) cited by Cabello & Bonotan (2021). The instrument was composed of two parts; the first part was intended to elicit the demographic profile of the respondents and their exposure to research such as the name (optional), age, gender, highest educational attainment, number of years in service, number of years in conducting research, number of local and international conferences attended, number of papers.…”

Effects of conflicts and technostress on employees’ job performance and satisfaction in a work-from-home scheme

“…The BPO industry in the Philippines accounts for 10-15% of the global market, with a stable yearly growth rate of 10%. BPO are incessantly working in a WFH scheme in order to continue their employment (Cabello, 2022). The legal landscape further endorses WFH in the Philippines through Republic Act 11165, titled "Telecommuting as an Alternative Work Arrangement," encouraging remote labor.…”

Involvement of Companies in the Policy of Work-Life Balance - A Comparison of the Signatories of the Diversity Charter and Non-Signatories

“…Therefore, the challenge for companies is to develop and implement a policy in the field of work-life balance, and then to identify in the organizational structure the person / persons responsible for coordinating activities in this area (De Cieri, Holmes, Abbott, and Pettit, 2005;Cabello, 2022) and involvement in the implementation and promotion of this topic among the leaders of the organization . Effective work/life balance management (WLB) is an issue that is increasingly recognized as strategic for the organization and important for employees.…”