Home⇛College of Business Administration and Management Research Journal⇛vol. 10 no. 1 (2025)

Employee Resilience in a BPO Company

Faridah D. Pagcaliwangan | Marian Jane B. Tabangcura | Raezza Leigh A. Ramirez | Chester B. Delos Reyes | Niño Philip L. Perculeza

Discipline: business studies

 

Abstract:

BPO has been one of the fastest growing industries in the Philippines and worldwide. Many companies outsource people from other countries with reasons to lower cost, expand to the receiving company, and others. This study measured the resilience of employees based on their commitment to growth, their perseverance, and their positive emotion. The study is descriptive in nature and was participated in by 327 employees in a BPO Company. It made use of an adopted questionnaire as its primary data gathering instrument which has two parts with three dimensions as its sub-parts. The needed data were encoded, tallied and interpreted using different statistical tools such as frequency and percentage distribution, weighted mean, ranking, Shapiro-Wilk Test, t-test, and ANOVA; all analysis were performed using SPSS version 26. From the results, it was concluded that the respondents view challenges as learning opportunities in adverse situations, they successfully overcome obstacles to complete difficult challenges, and they enjoy the things they are already used to. A set of recommendations were also provided together with a proposed plan of action that could help enhance the employees’ resilience at work, have a strong commitment to growth, to have more perseverance, to have positive emotion, and encourage them to stay in the company.



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