An evaluative study of business process outsources’ work-life balance policies and programs among customer service associates
Keywords:
business process outsources, customer service associate, pandemic, provus’ discrepancy evaluation model, work-life balanceAbstract
When the country is in great turmoil because of the pandemic, the economy is trying to recuperate by means of sustaining industries that can continue without compromising human health. One of these industries is the Business Process Outsources (BPO). The Customer Service Associates (CSA) in the BPO are incessantly working in a work-from-home set-up in order to continue their employment. However, during this time of the pandemic, the work-life balance of these agents has been compromised due to limited funds, activities, and adjusted benefits. In the literature, there’s no study that evaluates the work-life balance programs of the CSAs. This study aimed to assess the Business Process Outsources’ Work-Life Balance Policies and Programs among Customer Service Associates (CSA) through the Provus’ Discrepancy Model based on the provisions of the International Labour Organization for Work-Life Balance. A validated instrument was given to 383 agents in simple random sampling in order to assess if the work-life balance programs were observed during this pandemic. Among the policies, Engagement Activities marked the highest mean (3.83) while Overtime Pay and Night differential garnered the lowest mean (1.87). The results indicated that most of the policies are evidently implemented in BPO companies.
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