2017 年 53 巻 Supplement2 号 p. S420-S424
The Philippines is considered as the BPO capital of Asia due to Filipinos ability to speak English as a second language. Because of this, BPO has become an industry that contributed to the economic growth for decades.
Since the industry that employs workers at various times of the day, particularly at nighttime, various talent management programs have been in place to attract a skilled workforce. However, in the light of attractive compensation and generous benefits – companies overlooked the important aspect of ergonomics issues in call center management such as workstation design, shiftwork and its effects and computer-related disorders. It was observed that call center work in the Philippines lacked focus on considering these factors, making talent management more diagnostic than preventive in avoiding employee burnout, thus making skilled talent move from one call center to another, or worse to another industry and making a career change for good.
This paper will provide a conceptual framework of linking ergonomics and sustaining talent in the Business Process Industry, a look at the Philippine setting. By addressing so, it will also measure the employees' productivity which resulted in the competitiveness, growth and profitability of these call centers. This paper aims to investigate the transformative nature these BPO has employed ensure they get to keep the best talent not because of the attractive compensation and benefits they offer but the level of seriousness management has placed to alleviate workplace conditions to address these ergonomic issues of shiftwork, workstation design and computer-related disorders.
