MAKING BPO GROUP WORK WORK: (Re)Modeling an Effective Virtual Team Framework through Employee Narratives in Selected BPO Industries

Date

6-2022

Degree

Bachelor of Arts in Communication Arts

College

College of Arts and Sciences (CAS)

Adviser/Committee Chair

Cheeno Marlo M. Sayuno, Ph.D.

Abstract

BPO companies in the Philippines find themselves shifting their work processes to the remote setup due to the pandemic. This affected the interaction among their employees and the implementation of activities that aim to address high attrition rates, like group work. In this context, the study aimed to understand how BPO employees decide on group work in the remote setup. To fulfill this objective, the study gathered the narratives of selected BPO employees through one-on-one semi-structured interviews and focus group discussions. The narratives were analyzed based on Bal and Gundry’s Framework for an Effective Virtual Team and immensely guided by Braun and Clarke’s reflexive thematic analysis. It is found that BPO employees have different experiences on group work depending on their position, sector, and nature of work. However, they have common considerations when deciding and engaging in group work. In conclusion, group work in the BPO industry is influenced by different considerations, but is still mostly human-driven.

Language

English

Notes

Award:Best Thesis (Research Category)

Document Type

Thesis

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