Business process outsourcing analysis among selected employees of Capital One Philippines

Abstract

In spite of global innovative growth, Philippines was left with a significant number of unemployed citizens. This study aims to describe the Business Process Outsourcing landscape in selected employees of Capital One Philippines. It tackles some of the limitations in the industry by examining the perception of selected employees, together with insights from selected industry informants and experts. Framework for Outsourcing Multiplier by Bautista (2011) and Push-Pull Principle were integrated to further explain the extent of effects of the industry. Quantitative and qualitative measures were both chosen to show the perception of selected Capital One employees towards their work, and to investigate the stance of the Business Process Outsourcing industry in the country through selected informants, experts and focus group discussion. The findings of the study provide a conceivable data to adopt improvements for the industry.