1 research outputs found
Coaching modalities: Its implications on the performance of employees in a BPO company
No full textIn the ever-evolving landscape of the Business Process Outsourcing (BPO) industry, the performance of employees stands as a measure for organizational success. The strategic implementation of coaching has emerged as a potent instrument, aiming to augment employee skills, promote engagement, and ultimately propel performance to greater heights. This study investigated the impact of different coaching modalities (in-person vs. virtual) on the performance of Business Process Outsourcing (BPO) employees in the post-pandemic context. There were 53 employees (27 on-site and 26 work from home) from a BPO company who participated in the survey, exploring performance levels, coaching experiences, and perceived factors influencing performance. Statistical analysis included frequency/percentage, weighted means, and Pearson's correlation coefficient. The on-site employees receiving in-person coaching generally outperformed work from home employees with virtual coaching. Compensation and benefits had a positive relationship with performance, while organizational support and culture, despite being highly regarded by employees, did not show a significant impact on performance. Personal and family factors negatively affected performance. Additionally, employee profiles (age, gender, education, work experience) influenced performance levels. The BPO Company shall sustain providing competitive salary and benefit packages including performance driven monetary incentive programs. Establishing an inspection piece has to be in place to measure compliance and quality of coaching and support being given. The company shall strategize interventions involving the employee relations, clinic, and the managers to help employees identify personal and family stressors and address it through dialogues and stress management learning sessions
