Comparative Analysis On The Factors Affecting Employee Turnover Between Supervisors And Frontline Employees In The BPO Industry
Volume 2 - Issue 7, July 2018 Edition
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Author(s)
Russell C. De Ocampo, Hector M. Aguiling
Keywords
Business Process Outsourcing (BPO), Frontline, Supervisor, Employee Engagement, Employee Retention, Employee Perception, Human Resource Management, Intention to Leave, Labor Turnover
Abstract
Employee turnover is one of the biggest challenges of the BPO industry in the Philippines. Though there have been lots of studies on turnover, few studies have examined turnover in the BPO sector. This study aims to compare the significant factors that affect the labor turnover in this industry between the frontline employees and supervisors. Survey questionnaires regarding the levels of influence and importance of 12 identified factors were distributed to a sample of 387 BPO employees in Quezon City – 275 frontline employees and 112 supervisors from February 1, 2018 to March 10, 2018. Results showed that the perceived levels of influence and importance for Career Development and Training were the highest, while lowest for Recruitment and Selection for both frontline employees and supervisors. Moreover, significant differences on the perceived level of influence of Career Development and Training, and perceived level of influence of Recruitment and Selection, Working Environment and Organizational Culture, and Communication were present between frontline employees and supervisors. In summary, frontline employees have a higher level of perceived influence and importance for the factors as compared with the supervisors.
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