Factors affecting employee retention in the business process outsourcing (BPO) industry particularly in inbound, night shift call center agents from call centers located in Metro Manila, Philippines
Date of Publication
2012
Document Type
Bachelor's Thesis
Degree Name
Bachelor of Science in Commerce Major in Business Management
Subject Categories
Business Administration, Management, and Operations
College
Ramon V. Del Rosario College of Business
Department/Unit
Business Management
Thesis Adviser
Aida L. Velasco
Defense Panel Chair
Honorata G. Dimapilis
Defense Panel Member
Marc Spencer L. Sy
Abstract/Summary
The purposed of this study is to discuss the Business Process Outsourcing (BPO) industry particularly in call center companies located in Metro Manila, Philippines. It is known to be the fastest growing industry in the Philippines and recognized by foreign companies who are looking to outsource their customer services.
However, the industry still experiences high turnover rates even though the latter offers high incentives and pay to its employees. The authors are deemed to identify the factors which affect employee retention namely job related factors, organizational commitment related factors, employee related factors, and analyzed by authors in order to provide solutions that may help improve employee retention or help decrease employee turnover.
The authors were able to identify significant factors which may have affected employee turnover rates in the three BPO companies that they have studied. These are work compensation, health and work schedule, and commitment to work. These factors are found to overthrow the benefits of having high pay and incentives as seen from the results of the survey gatherer by the authors.
Abstract Format
html
Language
English
Format
Accession Number
TU18028
Shelf Location
Archives, The Learning Commons, 12F, Henry Sy Sr. Hall
Physical Description
155 leaves : illustrations (some colored)
Recommended Citation
Gan, R. T., Reyes, C. I., & Ruivivar, P. G. (2012). Factors affecting employee retention in the business process outsourcing (BPO) industry particularly in inbound, night shift call center agents from call centers located in Metro Manila, Philippines. Retrieved from https://animorepository.dlsu.edu.ph/etd_bachelors/17850
