The Impact of Shift Work to the Employees Productivity at Alorica Eton Centris in Quezon City Branch

Vol.4, No.1

Abstract

Alorica is an innovative customer experience management and Business Process
Outsourcing (BPO) services solution headquartered in Irvine, California. A leading provider
of customer management outsourcing solutions spanning the entire customer lifecycle. Shift
work is a method of scheduling work hours that involves using two or more shifts of
employees in order to operate the work environment for a longer period of time than typical
office hours.

Most of the Call Center Agents of Alorica Company are aged 21-30 years old. Most of them
are male, the majority are single with 1-6 months of service, and most are on a day shift
work schedule. In the assessment of the employee shift work/schedule types (day/mid/night
shift) affecting the employee’s performance at work, respondents strongly agree that their
shift work affects their productivity, safety, and responsibility work. While respondents only
agree that their shift work affects their motivation and commitment to work. Lastly, the
respondents prefer to have and think they can perform productively in work on a day shift
work schedule.

Having a different Shift work affects the productivity of the employees, especially when the
schedules are on a shifting basis; the employees need to adjust or adapt immediately and
make sure to stay productive by meeting the job parameters and expectations. While the
company provides the same benefits to all employees with regard to a safe workplace and
health benefits, it adds to employees’ productivity, making them safe and healthy most of the
time and helping them accomplish all their job responsibilities. Since changing schedules is
common in BPO companies, it is recommended to extend the period of time before switching
to new work schedules so that employees may get used to them gradually and continue to
be productive.