BPO Industry Research Articles

Impact Of Training On Employee Productivity And Performance: A Case Study Of Indian BPO Industry

Purpose: The purpose behind the research is to comprehend the impact of training for the enhancement of productivity and performance of the employees in the Indian BPO Industry. This research paper also focuses that training has a positive impact; not only for an individual employee but it also leads to achieving organizational goals in an effective manner. Research Methodology: Both primary and secondary data have been poised for the existing study. Data from primary sources was collected through questionnaires and personal interviews with industry leaders. Random samples of 5 Indian BPO companies operating in Delhi NCR were selected and a survey was conducted targeting 20 employees from each organization. The research was also carried out on secondary sources like newspapers, business journals, periodicals, magazines, etc. Histograms and pie charts are used for empirical analysis and interpretation of data. Managerial Implications: Academicians, researchers, management students, training managers and employees etc. will be able to understand the impact of training on employee productivity and performance with special reference to the Indian BPO Industry.Findings: Findings of this research study shows the positive impact of training on employee productivity and performance in the Indian BPO Industry. That is a clear identification of the fact that training results in high level of employee productivity and performance which further leads to achieving organizational growth.Scope for Further Research: The similar kind of framework can be applied to any other industry.

Analysis of Agents’ Readiness in Taking Calls: Perspectives on Language Assessments and its Effectiveness

BPO industry is one of the most popular jobs of choice by many young people in the Philippines. Its popularity is due to the fact that the salary is competitive and it does not discriminate by giving equal chances to jobseekers regardless of their age, gender, or educational attainment. As there are numerous BPO companies in the Philippines, some find it as an opportunity to enhance their communication skills before applying for the job of their dreams. With that, this paper aims to identify the different language assessment tools and tests provided during training and measure how effective it is to prepare the agents in taking live calls. This study also presents common opportunities agents less than 90-day tenure experience and the interventions done by their supervisors to meet the operation needs.

Early Warning System of Attrition in the BPO Industry Using Machine Learning Classification Models

Employee attrition is one of the factors affecting gross margin erosion in the BPO industry, the fastest-growing industry in the Philippines, due to hiring and training costs. The cost of employee attrition depends on the employee's role and salary/wage level. This study proposed shifting the retention approach from reactive to proactive with the use of an early warning system for employee attrition. The early warning system was powered by Machine Learning Classification Models. The data used in this study are employees hired in 2021 and 2022 from one of the Telco/Communication programs in the BPO Industry. The data attributes considered in this study are composed of Employee status, Employee Performance, Employee Satisfaction, Payroll, Time Off History, Schedule, and employee Observation data. The data is trained and tested in the classification models (Decision Trees, rule-based classification, naïve Bayes, KNN, Logistic Regression, and Random Forest). Models are evaluated using the classification performance metrics (AUC, Accuracy, Precision, Recall, and F1 Score). The model with the highest predictive accuracy is selected and deployed to produce employee classification (Risk of Termination, Neutral, and Positive). This study mainly helps the company reduce turnover and costs and increase gross margin with the help of the early warning system that can predict the status of the employees using significant indicators.

Impact of SNS on TGO and DA by using Data Mining Path Model

This study aims to discover the impact of social networking sites on applicant quality, target group orientation and diversity of applicants. The study was conducted in Jaipur, Rajasthan, India and involved 387 respondents from different companies working at different levels in the recruitment department; mainly researcher has taken major responses form the BPO industry. Data were collected through an online survey and both descriptive and inferential statistics were used for data analysis. The results indicated that social networking sites had a significant impact on applicant quality, target group orientation and diversity of applicants. The study findings provide insights into the role of social networking sites in the recruitment process and have implications for HR practitioners and organizations. However, the study's conducted in a specific region of India and mainly in the BPO industry. Future research should expand the study's scope to different regions and industries to increase its generalizability..

Contribution of Business Process Outsourcing in Maintaining Balance of Payments and Effects of AI on the BPO Industry

Contribution of Business Process Outsourcing in Maintaining Balance of Payments and Effects of AI on the BPO Industry

Lived Experiences of BPO Onsite Employed Students

This study aimed to investigate the lived experiences of BPO on-site employed students at the University of Cebu- Main Campus, including the challenges they encounter, how they manage pressure and stress, and the coping mechanisms they employ to balance their academic responsibilities with their work commitments. The qualitative research method was employed to achieve this, with sixteen (16) participants selected through purposive sampling. Data collection involved conducting semi-structured interviews with open-ended questions, and the qualitative data was analyzed using Braun and Clarke's (2006) thematic analysis approach. The analysis revealed fourteen (14) emergent themes, categorized under four (4) overarching themes, which addressed the sub-problems. The overarching themes included the reasons for working while studying, categorized as "Reasons of Participants on Working While Studying" with four (4) emergent themes: Good Work Compensation, Competency, Interpersonal Skill, and Provider. The lived experiences of BPO on-site employed students fell under the theme "Lived Experiences as a BPO on-site Employed Student," with four (4) emergent themes: On Physiological Needs, Overwhelming Workload, Patience, and Night Life. The challenges faced by the participants were grouped under "Challenges Met by the Participants," with three (3) emergent themes: Time Management, Sleep Deprivation, and Irate Customers. Lastly, the coping mechanisms employed by the participants were classified under the theme "Coping Mechanisms of the Participants on the Challenges Met," with three (3) emergent themes: Me Time, Not Giving Care, and Positivity. The study's findings and recommendations addressed the challenges experienced by on-site employed students working in the BPO industry, providing valuable insights into their unique experiences.

A Tracer Study of Bachelor of Science in Hotel and Restaurant Management Graduates of AIMS Batch 2015–2020

In the recent findings of the Commission on Higher Education (CHED), “the four-year collegiate programs of Business Administration, Information Technology, Hotel and Restaurant Management and Electronics Engineering indicated a mismatch with the industry requirements (Flores, 2013). Taking this into consideration, CHED further integrated in their “Strategic Plan for 2011 – 2016” some programs, activities, and projects that would address the mismatch while the CHED Strategic Plan for 2017-2022 (2017) aims to produce higher education graduates who are competent and well-rounded global citizens who possess the intrapersonal, interpersonal, social and cognitive competencies and attributes necessary to lead, excel and compete in the 21st century. The above endeavors coincided with the study’s objective to trace the present employment status of Bachelor of Science in Hotel and Restaurant Management (BSHRM) graduates of the Asian Institute of Maritime Studies (AIMS) from school year 2015 to 2020. Descriptive-survey method was used in determining the personal and employment profiles of the HRM graduates, the rate of contribution of the AIMS-BSHRM program, and the concerns and other considerations on their current job. Sixty-two (62) graduates of Bachelor of Science in Hotel and Restaurant Management of Asian Institute of Maritime Studies who graduated from school year 2015 to 2020 have responded to the tracer questionnaire. To analyze the data, frequency count, percentage, and weighted mean were used. Results revealed that majority of the respondents were able to successfully find a job in less than a year. However, because of family concerns, lack of connection, health concerns and even lack of work experience, the HRM graduates landed in a job that is not related to their program of study. Some have decided to put up their own businesses while some decided to work in the BPO industry and have been there for a few years already. Though the respondents are satisfied on their present employment, most of them are still planning to change careers and shift a job related to their program. On the other hand, the top three (3) skills that AIMS helped develop among the graduates are: a) Human Relation Skills (82.26%); b) Communication Skills (74.19%); c) Initiative (53.23%) while the top three values acquired and developed from studying at AIMS are: a) Integrity (82.26%); b) Achievement (77.42%); and c) Respect for Others (75.81%). On the other hand, the competencies/skills they recommend AIMS to develop include: a) Strategy and Innovation (87.10%); b) Teamwork (79.03%); and c) Human Relation Skills (51.61%). Based on the results, it is recommended that the administrators and curriculum developers of the BSHM program of AIMS to revisit the current curriculum and syllabi used in major courses and make sure that there are topics and activities that will help enhance and develop the students’ creativity, strategy and innovation. It also recommended that the HM Department of AIMS continue to organize events that will give students additional knowledge and experience that will enhance their interpersonal and human relation skills.

Mobility in a Stationary Place: Labor and Ethical Conditions in the Philippine BPO Industry in Glen Diaz's The Quiet Ones

Mobility in a Stationary Place: Labor and Ethical Conditions in the Philippine BPO Industry in Glen Diaz's The Quiet Ones

DocuXperts.SaaS | dBPO network: A decentralised automation platform

This paper analyses the potential of decentralised BPO (dBPO) to revolutionise the business process outsourcing industry. The author argues that dBPO can address the shortcomings of traditional BPO models, such as high costs, low quality and lack of innovation. The paper begins by outlining the problems with traditional BPO models. These models are often centralised, which can make them inefficient and inflexible. They can also be expensive, as businesses have to pay for the overhead of managing a large workforce. Additionally, traditional BPO models often lack innovation, as businesses are reluctant to invest in new technologies. The paper then discusses how dBPO can address these shortcomings. dBPO is a decentralised network of businesses and individuals who can provide BPO services. This means that businesses can access a wider range of providers and services, which can lead to lower costs and higher quality. Additionally, dBPO is more flexible than traditional BPO models, as businesses can easily add or remove providers as needed. The paper then presents a case study of DocuXperts.SaaS, a dBPO platform that is being developed by TheoremLabs.io. DocuXperts.SaaS is designed to provide a variety of BPO services, such as document processing, data entry and customer support. The platform is built on top of Human Protocol, a decentralised protocol for crowdsourcing work. The paper concludes by discussing the potential of dBPO to revolutionise the BPO industry. The author argues that dBPO can make BPO more efficient, affordable and innovative. Additionally, dBPO can help to create a more distributed and equitable economy.

Sociodemographic profile, clinical factors and quality of life of people living with HIV: basis for policy brief development

The objective of this study was to investigate the socio-demographic profile, clinical characteristics, and quality of life of people living with HIV/AIDS (PLWHA) in Angeles City, and to identify associations, differences, and effects among these variables. The study used a convergent parallel mixed methods research design with 315 PLWHA as respondents, and data was collected using a survey questionnaire that included the patients’ demographic profile, the standardized World Health Organization Quality of Life (WHOQOL) questionnaire, and secondary data for the patients’ clinical profile. The results showed that most of the respondents were male, aged 30-34, single, college graduates, working in the BPO industry, with a monthly income of Php15,000 or less, and identifying as homosexual. Clinically, most were in WHO clinical stage 1, had no comorbidities, had undetectable viral loads, and were receiving anti-retroviral therapy for 4-6 years with a lamivudine-tenofovir and efavirenz regimen. The study also found that overall quality of life of the respondents was relatively high, with significant factors affecting quality of life including BMI, marital status, occupation, monthly income, sexual orientation, drug regimen, and comorbidities. The study suggests implementing a 7-Point Policy to improve the quality of life of PLWHA in program design and cascade services. The findings of this study can be useful for policymakers and healthcare providers in improving the care and well-being of PLWHA in Angeles City.

Job Satisfaction and Work Engagement of Millennial Employees of the BPO Industry

Job Satisfaction and Work Engagement of Millennial Employees of the BPO Industry

An empirical study on Personal Factors of Employee Engagement in BPO Industry

Purpose: The paper explores Personal Factors as one of the factors of Employee Engagement of the employees. Employee's Personal factors comprises the intrinsic motivation of employees. It implies that employees are satisfied on the job. Methodology: A survey of 350 employees was conducted across 5 NASSCOM listed BPO companies. The itemized scale used in study consisted of 5 items. To understand the relationship, chi-square analysis is performed. Findings: The results indicated that there is positive association between Personal factors and Demographic characteristics of employees. Research implications In this study, the researcher will attempt to bridge the gap between theory and practice in terms of Employee engagement. The dimensions related to the Personal factor identified will form the base for further investigation in BPO Industry. Practical implications: The study will also add to the body of knowledge on Employee engagement, allowing future researchers to investigate a more comprehensive view of Employee engagement. Social implications: The study will prove to be beneficial with a Industry plagued with retention and turnover issues. Originality/Value: The study is focused towards evaluating Personal factors in terms of Employee engagement. Therefore, act as a management fad towards fixing the issues related with employees in the Industries.

Managing Millennials: A Qualitative Study of Millennials Job-Hopping in the BPO Industry

The study sought to investigate the experiences of millennial employees that led to poor retention rates. Qualitative research was conducted to get an understanding of the variables influencing millennial employee retention rates as well as how firms respond. There has been a lot of research over the last decade that explains why an employee changes jobs. Preceding research about millennials states the reasons behind millennial job-hopping: (1) the impact of job dissatisfaction; (2) the impact of job satisfaction; and (3) the impact of effective leadership and management. According to the findings of this study, in order to retain millennial employees, companies must improve their management and conduct a monthly evaluation of their employees’ performance. It is also proven that a salary increase can help the management retain their employees, and healthy communication with the employees can help to keep not only millennial employees but other generations of employees as well.

Evaluation of training and development programme: A critical study with reference to BPO industry in India

Evaluation of training and development programme: A critical study with reference to BPO industry in India

English

BACKGROUND Stress is commonly seen in BPO employees. A number of factors contribute to stress in BPO employee like long working hours, pressure of work, work time, insufficient holidays, travel time, repetitive nature of work etc. India is one of favourable site for BPO industry because of twelve hour time difference between India and most of USA cities. The study was done to find out nature and extent of psychiatric morbidity in BPO employees in Delhi and NCR. METHODS The study was done in two phases. In phase 1 GHQ12 (General Health Questionnaire) was applied to 300 BPO employees who were selected randomly. Those BPO employees who scored 12 or more on GHQ12 were assessed with Beck Depression Inventory (BDI) and Beck Anxiety Inventory (BAI). Data was collected on Microsoft excel and chi square test was used to assess association between variables. RESULTS The data was collected and assessed using appropriate statistical methods. The study revealed out of 300 participants 219 were males and 81 were females. Most participants were of less than 30 age. Out of 300 participants 81 scored 12 or more on GHQ12 scale. In phase 2, out of 81 participants 58.2 % males and 80 % females scored 9 or more on BDI, while there was no significant difference on BAI scores. The perceived stress was more in females compared to males. CONCLUSIONS The study revealed that stress is very common in BPO employees. Those who are married, stay with joint family had lesser perceived stress compared to single or those in nuclear families. Females are more prone to develop stress compared to males. The risk of depression too was more in females (80%) compared to males. Anxiety symptoms were more in those staying in nuclear families as compared to those staying in joint families. KEYWORDS BPO, Psychiatric Morbidity, Call Centre Employees

The Need for Intervention for Psychological Well-Being (PsWB) of Gen-Y Employees in Selected Business Process Outsourcing in the Philippines

The study is descriptive correlation. Using Ryff’s scale for Psychological Well-Being, the relationship of demographics – age, tenure in the company and the years of experience in the BPO industry were statistically analysed using correlation. Relationship amongst the dimensions of PsWB were also tested. Only age has a positive significant relationship with the dimensions of PsWB to be specific – Autonomy, Environmental Mastery and Positive Relations to Others but to a weak extent only. Statistical analysis showed that there was a significant relationship between the six dimensions of PsWB with a positive high correlation.

Attrition in the Indian BPO sector: Role of compensation and opportunity to advancement on employee’s intention to quit

Human capital is the most crucial resource on which the BPO industry in India depends. However, it is plagued by this never ending problem of employee attrition. Whenever a well-trained and well-adapted employee leaves the organization, it creates a vacuity. The organization loses a skilled, trained, and essential resource. Consistent employee attrition not only leads to an increase in tangible cost but also includes an intangible or “hidden” cost associated with it. Purpose: This study intends to study the impact of tangible factor like compensation and an intangible factor like opportunity for advancement on an employee’s intention to quit. Research Design: Employee intention to quit, employees satisfaction from compensation levels and opportunity for advancement were measured using 5-point Likert scale. Statistical techniques such as, correlation analysis, Principal component analysis, descriptive analysis etc were used for understanding the data and analysis. Results: A study of the statistical output reveals that both compensation and opportunity for advancement factors play a significant role in influencing an employee’s intention to quit. Although opportunity for advancement is a major factor which plays a more significant role than compensation. Keywords: Employee attrition, Compensation, Opportunity for advancement.

An Analysis on Factors Influencing Green Purchase Intention among Young Consumers in the Philippine BPO Industry

This study determined the factors that influenced purchase intention of young consumers in the BPO industry specifically on organic local food. The participants were 18-30 years old in selected cities in the National Capital Region (NCR). The study applied the Theory of Planned Behavior (TPB) and Self-Determination Theory (SDT) as its theoretical framework wherein the researcher extended the TPB by adding (1) value for money and willingness to pay (VM-WP); and (2) consciousness and environmental knowledge (CEK). Purposive sampling method was used in the selection of 5 participants for the in-depth interview which was based on the total sample size of 725 who responded on the online survey using stratified random sampling. Quantitative data were analyzed using PLS-SEM model and Spearman correlation analysis in support of the qualitative data. The findings of the study showed that young consumers in the BPO industry considered purchase intention as an important factor towards green purchasing. The integration of the two theories identified the influence of each factors, the additional variables: VM-WP and CEK has a positive and significant influence towards purchase intention however showed a weak coefficient value. Lastly, young consumers viewed environmental concern, health, and social responsibility as key points why it is essential to practice this mode of purchasing. Keywords: BPO Industry; Green Purchasing; Organic Local Food; Purchase Intention; Self-determination Theory; Theory of Planned Behavior; Young Consumers.

BPO Industry Augments the Dying Economy

This research is about the BPO Industry and its contribution to the economy of the country. It aims at knowing the correlation of the business process outsourcing industries and the existing COVID-19 Pandemic. The great turmoil that the world faces today pushes us to do a short correlational research. This would help us and the other people to get a deeper and better understanding of how beneficial the BPO Industries are in the economy. The methodology we used is in-depth interview; which entailed one interviewee, a Customer Service Representative at Sutherland Global Services. Based on the research, the results we got are that; BPO Industries have helped the economy prior to the COVID-19 Pandemic and that it even has a great contribution to the economy today when the pandemic burst out due to its careful implementation of working guideline to its workers.

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

The COVID-19 pandemic outbreak has forced many businesses to be close automatically. This thing leads to a unique way of disturbing the sector of commerce in the most industry. Since the business process outsourcing industry contributes so much more in the country's economic growth sector, whatever the land is experiencing, either good or bad, always affects the industry. BPO industry owes to impact a massive development in the area of information and communication technology. However, as COVID-19 pandemic outbreaks arise daily, the demand for outsourcing has slowed down. This signifies that the industry this time is facing another chaos and challenges again.