Working and Earning Never Stops Amidst of Uprising COVID-19 Pandemic - BPO Is the Key

Loja, Nelma Mae; Tadle, Julie Anne; Regalado, Chloe Mhae; Jadraque, Glendell

doi:10.2139/ssrn.3648943

Cited by 1 publication

(1 citation statement)

References 3 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…BPO industry offers a myriad of job opportunities available to all that even undergraduates can take advantage of especially in the Philippines where the rate of unemployment bloated tremendously. Regardless of whatever issues the Philippines is suffering, the industry is still contributing to the government through taxes because its employees are still working (Loja et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

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

Cabello

2022

ijhs

View full text Add to dashboard Cite

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.

show abstract

Section: Introductionmentioning

confidence: 99%

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

Cabello

2022

ijhs

View full text Add to dashboard Cite

show abstract

Working and Earning Never Stops Amidst of Uprising COVID-19 Pandemic - BPO Is the Key

Cited by 1 publication

References 3 publications

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

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

Contact Info

Product

Resources

About