International Journal of Research and Innovation in Social Science (IJRISS) | Volume VI, Issue VII, July 2022 | ISSN 2454–6186
Jamaica Zeah Poblete1, Marc Steven Rey1, Ervyn James C. Sampang1, Guenhana Sarque1*, Sheryl Morales2
1Bachelor of Science in Business Administration, Major in Human Resource Management, Polytechnic
University of the Philippines – Quezon City Branch, Philippines
2Research Management Office, Polytechnic University of the Philippines – Quezon City, Philippines (Thesis adviser)
*Corresponding Author
Abstract: During this time of the pandemic, the business process outsourcing (BPO) Industry became more evident and the most applied job for the Filipino people, most especially those youths who stopped studying due to the struggles during Covid-19. But because of different problems brought by the pandemic, the stress of the BPO employees weighs more than before, which could affect their work performance toward achieving company objectives.
This study aims to know how the reward system in BPO companies can affect both call center agents and the company’s Human Resource Manager, based on their experiences. Guide questionnaires were used and one-on-one interviews were conducted to gather necessary information and their experiences about the said topic.
From the analysis, it is found that implementing a rewards system in a BPO company can boost employees’ morale, reduce attrition rate, and has negative and positive effects on the employees.
The study will be significant, primarily for both call center agents and the human resource managers of every BPO company, because this will help them to know different perspectives of both stated positions, about how reward systems and/or incentives affect their performance toward achieving company objectives, most specially this time of the pandemic.
Keywords: Reward system, Incentives, BPO Company, call center agents, experiences
I.INTRODUCTION
Globalization has brought about closer relationships between distant nations of the past. Almost every country in the world has reached new heights as a result of globalization caused by the relentless march of people towards modernization through invention and innovation. According to Ospina, Beltekian (2018), over the last two centuries, trade has grown significantly and has completely transformed the world economy, as evidence has shown. With this, as of today, about a quarter of the world’s total production was exported (Ospina, 2018).
In this regard, massive growth in demand for offshoring and outsourcing in the services sector became one of the most vital economic factors that opened up new opportunities for the growth of the Philippines. During the year 1992, the International Global Resource Center served as the catalyst for starting the local BPO Industry in the Philippines. Then, the Special Economic Zone Act was passed by the Congress three years later, which led to the establishment of the Philippine Economic Zone Authority also known as PEZA. As a result, the nation’s international BPO was provided with countless new opportunities. According to PEZA, BPO is the outsourcing of a business process, such as a service, to