Business Process Outsourcing Industry Research Articles

BPO Ecosystem in North East India: Reclaiming the Missed Opportunity

North Eastern Region (NER) of India is largely looked upon as a provider of cheaper and amenable workforce for the business process outsourcing (BPO) industry, with neutral accent, dedication and hospitable behaviour. All these factors make NER a potential BPO destination, further enhanced by different government (central/states) policy initiatives. However, the industry in the regions exhibited an almost flat growth curve over the years, and thus there is a need for understanding the reasons behind the failure of the undertaken policies. This study is largely based on qualitative research on the large information technology and business process management (IT-BPM) industry of India in general and (still) nascent BPO industry of NER in particular. The authors’ understanding and findings are inferred from review of policy documents, numerous data sources and discussions, focus group interviews with national BPO experts, and local BPO entrepreneurs of the region. The impact of coronavirus disease-2019 on the business process management (BPM) industry and the opportunities arising from it, particularly for this region has also been examined. The study presents a set of factors paralysing the industry in NER, and outlines some affirmative measures to rectify the failures. This analysis, though specific to the NER, highlights the issues involved in BPO operations which can be generalised and provide guidelines to other destinations.

The Demands for Accounting Graduates of BPO Industry: An Exploratory Study of the Learning Outcomes Required

The Demands for Accounting Graduates of BPO Industry: An Exploratory Study of the Learning Outcomes Required

Business Process Outsourcing 14 Cybersecurity KPIs Towards a Strategic Information Security

In today’s rapidly evolving digital landscape, the Business Process Outsourcing (BPO) industry faces an ever-increasing threat of cyber-attacks and data breaches, underscoring the critical importance of robust information security practices. To address these challenges, organizations must develop effective strategic information security, supported by reliable performance measurement tools such as Key Performance Indicators (KPIs). This research aims to investigate the information security implemented by BPO companies and their utilization of the 14 cybersecurity KPIs to track and enhance their information security measures. A mixed-methods strategy is used in the study, integrating qualitative and quantitative techniques. The qualitative component involves thematic analysis of key informant interviews, while the quantitative component entails the analysis of Likert-scale questionnaires and numerical data. The findings of this research provide valuable insights into the significance of strategic information security in achieving effective information security management within the BPO industry. The study reveals the specific elements incorporated in these plans, such as risk assessment methodologies, security controls implementation, employee training, incident response strategies, and compliance measures. The implications of this study offer valuable insights for BPO organizations to develop robust strategic information security tailored to their specific context, ensuring effective alignment with organizational objectives and risk management strategies. Moreover, the research contributes to the existing literature on information security management frameworks, emphasizing the role of cybersecurity KPIs in evaluating security performance. Keywords: cybersecurity, information security, KPI, business process outsourcing industry, information security management

Towards an Inclusion Framework for Strategic Hiring

Diversity, equity, and inclusion (DEI) have become a critical issue in today’s globalized and diverse workforce. The purpose of this study is to explore and analyze the best practices and implementation strategies of a strategic hiring approach that advances DEI in hiring, offering insights that can be applied across a range of industries and sectors, ultimately contributing to a more equitable and inclusive workforce. This study aims to provide a comprehensive review of the literature on DEI and strategic hiring practices, identify the key factors that facilitate the successful implementation of DEI practices in strategic hiring, as well as the common barriers that hinder success. The research instrument included semi-structured interviews, surveys with Likert scale ratings, and document analysis to gather qualitative and quantitative data. The sample consisted of HR managers, recruiters, and hiring managers from the Business Process Outsourcing (BPO) industry, with a sample size of 25 participants selected through purposive sampling. The study incorporated an exploratory, descriptive, and interpretive research design to explore the best practices and implement strategies of strategic hiring for DEI. The results indicate that organizations can adopt strategies that promote DEI through strategic hiring. By identifying and highlighting these best practices, this study can help organizations create more diverse, equitable, and inclusive workplaces, which can lead to numerous benefits for employees, customers, and society as a whole. Keywords: Diversity, Equity and Inclusion (DEI), Diverse Workforce, Inclusive Workplaces, Strategic Hiring, Implementation Strategies

Factors Affecting Work Productivity among Employees in the Business Process Outsourcing (BPO) Industry

Employee productivity is influenced by a variety of factors. Productivity is essential for increasing employees’ performance, which contributes to organizations’ success. This study examines how work environment, work load, and supervisor support influence workforce productivity. Although several previous studies have investigated the factors influencing productivity, this study concentrates on three particular areas: workload, supervisor support and work environment. The primary data was gathered from business process outsourcing (BPO) employees, and an adapted questionnaire was distributed. A total of 100 business process outsourcing employees in Davao City completed the survey. The findings showed that a safe working place, workload, and the support of supervisor influenced the productivity of BPO employees. A p-value of < 01 indicates an association between a safe work environment, workload, and supervisor support and employee productivity. These results conclude that work environment, workload and supervisor support are positively influential on employee productivity among the BPO employees who participated in this study.

Impact Analysis of Workforce Network Model on Engagement and Individual Performance of Employees in A Traditional, Remote, and Hybrid Workforce Network

This study focused on the impact of workforce network models (traditional, remote, and hybrid workforce networks) on the engagement and individual performance of employees of three (3) selected companies in the financial technology segment of the small business process outsourcing (BPO) industry in the Metro Manila, Philippines. Moreover, this study aims to determine the significant difference in employee engagement and individual performance among workforce network models. The sampling technique used in this study was Stratified Random Sampling to allow the three (3) companies to be proportionally represented. The researchers used stratified sampling with proportional allocation to determine the sample size per stratum to complete the one hundred (100) total sample size. The survey questionnaires were distributed through online forms to each of the respondents. This was answered three (3) times by the respondent. One for when they were in a traditional workforce network, one for when they were in a remote workforce network model, and one for when they were in a hybrid workforce network. The data collected was analyzed using Frequency Distribution, Mean, Standard Deviation, ANOVA with repeated measures, and Pairwise Comparison. The majority of the respondents were male, single, aged between 31 and 40 years old, and had worked for 5-8 years in their respective companies. This study found that employees in the hybrid workforce network have the highest level of engagement according to Kahn’s Engagement Theory in terms of (a) safety, (b) meaningfulness, and (c) availability, followed by remote than traditional workforce networks. Additionally, employees in the hybrid workforce network also have the highest level of individual performance according to Campbell’s Theory of Performance in terms of (a) job-related activities; (b) unrelated duties; (c)tasks requiring written and spoken communication; (d) evidence of effort; (e) personal discipline maintenance; (f) peer and team performance encouragement; (g) supervision and leadership and (h) management and administration of employees. Finally, this study found that there was a significant difference between the engagement and individual performance of employees in traditional, remote, and hybrid workforce network models. Keywords: human resource management, workforce network model, employee engagement, individual performance

Sustainable Ergonomic Workplace: Fostering Job Satisfaction and Productivity among Business Process Outsourcing (BPO) Workers

The business process outsourcing (BPO) sector is important in managing business especially in a developing country like the Philippines. Call centers are one of the most common type of industries within the BPO sector as they generate 75.1% of its revenues. Given the lack of studies regarding the ergonomic factors in the BPO industry, the goal of this research is to examine the relationships of different ergonomic domains on the job satisfaction and overall productivity of the BPO agents in a customer service or call center industry. The data were gathered through an online survey and the approach used for this study was a variance-based partial least squares structural equation modeling (PLS-SEM) with maximum likelihood estimation. Through analysis, it was proven that macro-ergonomics and physical ergonomics have significant effects on the overall productivity of BPO workers, while cognitive and macro-ergonomics have a significant influence on job satisfaction. In addition to this, it was also proven in the study that overall productivity and job satisfaction were significantly associated. This is one of the first studies to investigate and examine the relationship between ergonomic domains and the productivity and job satisfaction of a Filipino BPO or call center worker. The results of this study could be used as a reference for further investigations by future researchers, especially on more ergonomic factors as well as the extrinsic variables that were not covered by the researchers of this paper. In addition to this, the proposed framework might also be adapted and used as a reference for further studies to produce more accurate and updated results.

Outsourcing in Africa: How do the interactions between providers, multinationals, and the state lead to the evolution of the BPO industry?

AbstractWe explore the evolution of Africa’s business process outsourcing (BPO) industry. In so doing, we seek to derive policy and managerial implications on how African suppliers can grow and become more attractive to foreign multinational corporations (MNCs). We discuss insights from the literature on (BPO) clusters and how these evolve. Our conceptual arguments are supported by a case study of the evolution of the Kenyan BPO cluster through three broad stages: embryonic, early, and developmental. We argue that this evolution has been hampered by factors including the small and sometimes informal nature of local suppliers, the reluctance of foreign multinationals to make long-term commitments, and the intermittent devotion by the Kenyan government to supporting BPO clusters. Accordingly, we suggest direct and indirect policy initiatives to grow the industry toward a more mature stage, increase knowledge spillovers and formalization levels, and improve working conditions.

Employee Engagement Among Business Process Outsourcing Industries in a Freeport Zone Amidst the Pandemic

Employee engagement emerged as one of the most important topics for HR managers and practitioners in the industry. This study aims to analyze and assess how various organizations engaged their workers throughout the coronavirus epidemic. The Philippine Business Process Outsourcing (BPO) companies have shifted remote work set-up to ensure productivity. The researchers focused on 100 purposively selected managers and team leaders of BPO companies in a particular freeport zone in the Philippines. The proponents utilized a descriptive-correlation research design with the help of a modified survey instrument. Statistical analyses used were mean and Pearson-r moment of correlation with the help of SPSS 20. Results show that the respondents gave the study a remark of "sometimes" on their employee engagement. As for the perceived factors affecting employee engagement, career development, leadership, and work-life balance generated a response of "strongly agree" among the respondents, and only rewards and recognition got an "agree" response. Furthermore, the study also found a low to moderate positive association between employee engagement and the perceived factors affecting employee engagement. As concluded, a relationship exists between employee engagement, career development, leadership, work-life balance, and rewards and recognition within the organization. The importance of sustaining employee engagement amid the Covid-19 Pandemic is vital to attain productivity, and outcomes such as increased profit, lower absenteeism, and good health of employees are essential to achieve a win-win situation between the company and its stakeholders.

Correlation Analysis between Employee Productivity, Absenteeism and Illnesses in BPO Industry.

With the expansion of Business Process Outsourcing (BPO) in the Philippines, this study was initiated to understand the effect of illnesses on absenteeism and productivity among employees. The secondary data, from January to December 2022, from the onsite clinic of AMAZON was used in this study. The top three illnesses, aggregated illnesses, namely Upper Respiratory Tract Infection, Nervous System Illnesses and ENT Illness data collected, were statistically tested. As a result, it was noted that aggregated illnesses increased the effect on employee productivity based on absenteeism. Also, among the top three illnesses, Nervous System Illnesses increased the effect on absenteeism of employees in the company.

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

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.

A Career in IT? The Meanings of a Career at Business Process Outsourcing Centers in Poland from a Biographical Perspective

The paper reconstructs the ways of attributing meanings to IT specialists’ careers at BPO (Business Process Outsourcing) centers in Poland. The findings rely on empirical data, collected through autobiographical narrative interviews. The technique of analysis applied in the study was inspired by grounded theory methodology and allowed for the identification of a basic social process at the analytical stage, namely, “career planning.” On the one hand, the analysis also showed how IT specialists’ careers are given meanings concerning career planning; there seem to be three main ways of understanding one’s career in IT: (1) in terms of reaching economic and social stability, (2) as a transition period in a career as an IT specialist, (3) with regard to becoming an expert in IT. On the other hand, the second axis of analysis has been conceptualized, which is comprised of other subjective and objective elements that may shape career planning. These include the biographical experiences of work, the context of the Polish BPO industry, and career planning resources. Furthermore, a typology consisting of three ways of attributing meanings to IT specialists’ careers at BPO centers has been put forward and analyzed.

Temporal Flexibility in Business Process Outsourcing Industry: Organization of Work/Non-Work around Time Zone Dependent Work Schedules in a Gendered Cultural Context

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BPO INDUSTRY IN ACHIEVING SOCIO-ECONOMIC DEVELOPMENT INCLUSIVENESS AND LOCAL GOVERNANCE IN THE PHILIPPINES

Despite the threats and challenges confronting many economies, the Business Process Outsourcing (BPO) industry in the Philippines has grown 10% per year in the last decade, ensuring the country’s economic stability. Quezon City is the Philippines’ ICT capital and has the most BPO workers in the National Capital Region, comprising 135 BPO establishments and 75 tax-paying BPO firms. The city was awarded the most significant office development in 2019. This study fills a knowledge gap by evaluating the BPO industry’s contribution to the Quezon City’s local government to improve future efforts for the growth of the BPO industry in the city and its socioeconomic status. The case study method of qualitative research was used in the methodology. The essential data was gathered from the Philippine Statistics Authority (PSA), the Philippine Economic Zone Authority (PEZA), the City Government of Quezon City, and in-depth interviews with focal persons from government bodies and the BPO industry. Despite COVID-19, the Quezon City BPO industry remained resilient and flourished from 2019 to 2021. The local partnership program between the private and public sectors aided in the continuous operation of the BPO industry, job retention, and revenue generation. The Business Process Outsourcing (BPO) industry has generated significant revenue for the betterment of the local government unit of Quezon City and the country, Philippines.

Mediating Effect of Happiness at Work in the Relationship between Transformational Leadership and Job Performance: A Literature Review

This study aimed to examine scientific articles as the basis for a literature review on the possible Mediating Effect of Happiness at Work in the Relationship between Transformational Leadership and Job Performance in the Philippines' Business Process Outsourcing (BPO) industry. The study used a qualitative method using a literature review that applies the content of scientific articles from reputable databases such as Google Scholar and many other websites. The results of the study show that happiness at work doesn't exert a mediating relationship between transformational leadership and job performance. However, this concludes that happiness at work has exerted a significant and positive effect on job performance.

Domestic Shifts: Reproducing Peripheral Realism in Philippine Call-Center Fiction

This essay situates the recent rise of literature about Filipino call-center agents within the social, economic, and political shifts that are a result of the Philippine economy's waning reliance on Overseas Filipino Workers (OFWs) to support domestic social reproduction. While the Filipino business process outsourcing (BPO) industry positions itself as a domestic solution to the supposed diasporic fragmentation of home, family, and nation engendered by the Philippines' long dependence on its overseas workers, call-center fiction reveals how the disorienting temporal, affective, and spatial realities of call-center labor merely reconfigure and shift the terms of the Philippines' continued transnational subordination to global capitalist imperatives. Interrogating these domestic shifts, twenty-first-century Philippine call-center fiction reproduces a unique mode of peripheral realism made uncanny by the late-twentieth-century global dispersal of OFWs and the attendant crises of representation in both national identity and literary form that stem from this unparalleled labor exodus. Typified by experimental interruptions in both content and form, Philippine call-center fiction's uncanny reproduction of peripheral realism registers a self-reflexive awareness not only of the BPO industry's domestic-national contradictions but also of the Philippines' extraordinarily outsized and increasingly disorienting role in reproducing global capitalist modernity.

Acceptability of Differently-Abled Persons in the BPO Industry

The Philippine Magna Carta for Persons with Disability - RA 10524 is an Act that encourages private corporations with more than 100 employees to reserve at least one percent of all positions for Differently-Abled Persons (DAP). This study explored the acceptability of the Differently-Abled Persons in an easily accessible industry to all - the Business Process Outsourcing (BPO). It looked into two constructs: the possibility of getting hired, and the second is the DAPs' social acceptance in the workplace. This research made use of the Descriptive Case Study design. The researcher employed Key Informant Interviews, Focus Group Discussions, and Surveys to gain insights into the performance and social acceptability of the DAPs in the BPO Industry. Based on the study's results, BPO accepts DAPs because it believes in their capabilities and social acceptance. The researcher proposes a collaborative program among the BPO, LGU, and Academe, which will pave the way to advance the interest of DAPs.

Business Process Outsourcing through Business Process Management and Knowledge Management Evidence from Bangladesh

Organizations need diversified business process management and multi-dimensional knowledge management, critical components of organizational outcomes, to succeed in the Business Process Outsourcing (BPO) industry. The current study examines how to improve BPO to determine what drives organizations to develop the BPO industry. Data has been collected using a structured questionnaire considering the 7-point Likert scale. The Structural Equation Model (SEM) has been employed to simultaneously show the relationships among constructs. The findings reveal that business process and knowledge management positively promote business process outsourcing. Nonetheless, the growing trend of the BPO industry is a source of concern for the Bangladeshi industry in the current environment. Testing business processes and knowledge management inside BPM also provides researchers and policymakers with significant insights and diverse ramifications. Bangladesh is the 13th best-emerging economy in the world; thus, the findings generated from Bangladesh could be generalized to the other emerging economies in the world for increasing the BPO industry.

Factors that Leverage the Key Drivers of Creating a Culture of Employee Engagement in the Business Process Outsourcing Company: A Qualitative Inquiry

The business process outsourcing (BPO) industry has been an essential source of job opportunities in the Philippines. However, due to the fast-paced and stressful nature of the job, attrition and productivity among the employees have always been a challenge to the top management. This phenomenological study aimed to explore and describe the various factors that leverage the key drivers of creating a culture of employee engagement in the BPO company as experienced by managers and supervisors. Ten (10) people-managers were purposively selected as participants in the study. The data was collected through interviews and focus group discussions and was analyzed using thematic analysis. Setting clear vision and goals, igniting people participation, an engagement plan that brings out the best in employees, and the employee's language of the heart emerged as four themes on the key drivers that create a culture of employee engagement. Findings also revealed two major themes in the underlying concerns that have a negative impact on employee engagement: concerns about retaining excellent performing people-managers and Rank-in-File employees, and concerns about motivating office staff and agents to perform well. It is concluded that the employees in the BPO company adhere to and manifest the appropriate practices and policies that are needed for the sustainability of the company, and these positive work attitudes have become the drivers of employee engagement. It is also recommended to formulate an employee development plan to enhance a better work environment and attain organizational success.

The Effects of Work-from-Home Policies on the Morale of Business Process Outsourcing Employees

Due to the COVID-19, remote and hybrid working adaptation has become a phenomenon in the Philippines. It became more prevalent during the pandemic, forcing a new work system adaptation. Offering flexibility as the main solution for distance and health safety, most employees were sent to work from home. Their morale is affected by several issues, including their environment, lack of communication and engagement, and work-life balance. This further includes the struggles experienced from equipment ownership and network issues that effect the performance and productivity of employees. The BPO industry is characterized by high demand and frequent changes, it depends on the needs, current state of the community, or new company policies that may be implemented. This study attempts to determine how remote working in Business Process Outsourcing (BPO) organizations affects corporate management and employees in the long run when it comes to performance, productivity, overall health, balance, and the obstacles and elements that can impact their overall morale. This study also aims to provide a different perspective about company-related work systems, highlighting various changes in handling employees and accomplishing work in the new century