The subjective well-being, counterproductive work behavior and work performance of BPO professionals in Manila

• Main Authors: Balbedina, Imari Joyce C., Carbonel, Cyril D., Cuello, Katrin Angela G., Cunanan, Jan Carlo M.
• Format: text
• Language: English
• Published: Animo Repository 2018
• Subjects: Call center agents > Philippines > Manila; Well-being; Work environment; Psychology
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/5695
• Institution: De La Salle University

In this study, researchers aimed to come up with a proposal for human resource intervention with regards to the subjective well-being, counterproductive work behavior, and work performance of Business Process Outsourcing (BPO) employees. The study involved six semi-structured interviews, three of these were answered by call center agents and the other three by supervisors. The interviews were designed to assess the subjective well-being, counterproductive work behavior, and work performance from the perspective of the call center agents and their respective supervisors and was analyzed through the use of thematic analysis. For call centers agents, the themes are work attitude, total compensation package, and responsibilities. For supervisors, the themes are personal factors, work-related factors, and statistics and numbers. The proposed interventions for HR were giving incentives for those employees who have good attendance and better work performance, improving work environment and having counseling sessions.