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

• Main Authors: Gan, Raymond T., Reyes, Clarence Stephen I., Ruivivar, Patricia G.
• Format: text
• Language: English
• Published: Animo Repository 2012
• Subjects: Business Administration, Management, and Operations
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/17850
• Institution: De La Salle University

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.