The Effectiveness of Working from Home on Employee’s Productivity among BPO’s Employee from Finance Shared Services in Metro Manila


  • Mary Joy Calinao


COVID-19, BPO, Financial Shared Services, Work from Home, Productivity, Business Process Outsource


Globally, the COVID-19 crisis has had a detrimental effect on nearly every sector, with broken supply chains, country-wide lockdowns, and organizations exploring the idea of long-term and even permanent remote labor. The study assesses the working from home employees' effectiveness, particularly in the BPO industry, specifically in the non-voice account. The researcher limited their respondents to 400 employees currently assigned to Finance Shared Services Account in Metro Manila and employed a descriptive research design. Results revealed that connectivity, performance, work allocation at home, and work quality significantly impact employees’ productivity who are working from home. Test of the variances shows that working from home set up is effective depending on the demographic profile of the respondents but not proven to be the most excellent option for most Filipino BPO employees. The findings show that BPO companies should consider a thoughtful approach to develop sound work-from-home policies tailored to the needs of the BPO employees from Finance Shared Services in Metro Manila.