Motivational practices towards employees retention in the business processing outsourcing (BPO) industry, Dumaguete City, Philippines / Ildefe Teves Villanueva

Thesis (Master in Business Administration) -- St. Paul University of the Philippines Dumaguete, March 2018.

This study sought to determine the motivational practices towards employee
retention in the Business Processing Outsourcing (BPO) industry in the city of
Dumaguete involving BPO respondents.
The study used the descriptive-correlation method. It utilized the survey
questionnaire in determining the motivational practices the BPO industry in Dumaguete
city has employed toward their employees to sustain workers' retention. The findings
indicate that majority of the respondents have been in their adulthood stage, single, and
are mostly female categorized as Generation Y workers who have been enticed to work
as call center agents in the different BPO companies in the city.
In conclusion, the motivational practices employed by the BPO companies
toward their employees considered to be millennials in Dumaguete City have an impact
on employee retention in the company and have a significant relationship between the
extent of company effort and extent of impact to employee retention in terms of
organizational strategies, organizational cultures, organizational benefits, and overall
variables has been established.
As a recommendation, an effective formulation of engagement and retention
strategies be done to reduce attrition common to Generation Y employees in the BPO
Industry.