Struggle is Real: BPO Employees on Navigating Organizational Climate Challenges

Abstract

The business process outsourcing industry in the Philippines has significantly grown and evolved over the past few years, offering a diverse working environment with various roles and employee backgrounds. Challenges arose as companies strived to be competitive. Accordingly, these challenges were contextualized in the concept of organizational climate. A qualitative research design was used; specifically, the descriptive method. Primarily, this research answered the question of how BPO employees navigated organizational climate challenges. This study was guided by the Institutional Environment Framework developed by Banwo et al. (2022). Online interviews were conducted to gather data from participants who fit certain criteria. The findings showed that the main challenges were mostly related to leadership gaps, lack of management support, inefficient employee engagement activities, and issues with workplace facilities. To navigate these types of challenges, certain ways were perceived to be effective and efficient, such as having clear and open communication and providing sufficient support to employees. Through these findings, it was reported that there were specific challenges that occurred within the working environment, within the organization, and the external factors that affected the performance of the employees. With these results, it was found that the practices executed by BPO employees were efficient and effective enough to address different types of concerns that were connected to the organization.