Factors Affecting the Performance of the BPO Employees under the New Normal Setting in BPO Company, Quezon City

Vol.3, No.1A

Abstract

One of the Philippines' fastest-growing industries is business process outsourcing (BPO).    Infocom is a founding member of the Philippine Internet Exchange, the fastest and most comprehensive network covering the entire Asia-Pacific region. COVID-19 had a negative impact due to country-wide lockdowns, especially for organisations considering long-term and permanent work. Employees work in order to contain the spread of the virus. Many employees are unable to travel to work because of the pandemic. Others are unable to work from home due to insufficient home internet connectivity. The researchers will suggest actions and an approach to present as help to those struggling to cope with drastically changing work. This study used Descriptive methods, which were scientifically employed in collaboration with purposive sampling to measure respondents' approach to variables of Factors affecting the performance of employees in the typical setting. The researchers treated the surveyed data with 100 employees and respondents in an Infocom company through quantitative research to gather specific insights using frequency percentage, weighted mean, and t-tests. The study revealed the outcome of the respondents among home environment factors considering family members with the highest weighted mean of 4.07 agreed to affect their workplace. Fast internet connection, with the highest weighted mean of 4.32, agreed that the factors affect employee productivity. In terms of Salary and benefits, with a weighted mean of 4.21 strongly agreed, it simply influences the performance of the BPO Employees. The researchers proposed an action plan that must be done to understand BPO employees' performance fully. Focusing on teaching Infocom BPO employees how to engage clients to meet better customer expectations must be attained. Developing reasonable customer satisfaction through service for every client must be practised to increase employee productivity.