The Workplace Environment, Employees’ Retention, and Performance: A Focus on Non-Voiced BPO Employees for an Enhance Staff Development Program

Abstract

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.

Organizational Commitment and Employee Performance during the COVID-19 Pandemic: Evidence from a BPO Company

“…The attrition rate has always been a big challenge in the BPO industry, and the situation has worsened now that the employees have returned to on-site work. The record high 50% attrition rate among its workforce is attributable to factors such as salary and benefits, workplace environment, and workload (De Jesus et al, 2023). It is of vital importance for managers to consider innovative HR strategies to inculcate organizational commitment and loyalty among BPO employees during and after the pandemic.…”