07.Employee Engagement Across Industries: Contrasting BPO Sector

 


When discussing employee engagement in the BPO sector and relating it to other sectors, it's essential to consider common challenges and strategies across various industries. Here's how employee engagement issues in the BPO sector can be related to other sectors along with real-world examples:

1. High Workload and Stress

Employee engagement can be affected by high workloads and stress, which are prevalent not only in the BPO sector but also in industries like healthcare and retail. For instance, nurses in hospitals may experience high levels of stress due to long working hours and demanding patient care responsibilities (Makara-Studzińska et al., 2020). Similarly, retail employees during peak seasons may face pressure to meet sales targets and handle customer inquiries efficiently (Kim et al., 2020).

2. Work-Life Balance

Maintaining a healthy work-life balance is crucial for employee engagement across various sectors. In addition to the BPO sector, industries like technology and finance also grapple with this issue. For example, employees in the technology sector often face long hours and tight project deadlines, leading to burnout and reduced engagement (Rudolph et al., 2017). Similarly, finance professionals may experience work-life imbalance due to demanding client expectations and the need to meet regulatory requirements (Bae et al., 2018).

3. Recognition and Career Growth

Providing recognition and opportunities for career growth is essential for fostering employee engagement, not only in the BPO sector but also in fields like manufacturing and hospitality. For instance, frontline workers in manufacturing plants may feel disengaged if they perceive a lack of appreciation for their contributions and limited prospects for advancement (Perez et al., 2020). Similarly, hotel employees may become disengaged if they feel their skills and efforts are not recognized and rewarded appropriately (Shahin et al., 2017).

4. Leadership and Communication

Effective leadership and communication are critical for promoting employee engagement in all sectors, including BPO, healthcare, and education. For example, in the healthcare sector, nurses' engagement levels may be influenced by the leadership style of nurse managers and the quality of communication within the team (Regan et al., 2017). Similarly, teachers' engagement in the education sector can be affected by the supportiveness of school administrators and the clarity of communication regarding expectations and feedback (Wang & Holcombe, 2010).

5. Organizational Culture

The organizational culture significantly impacts employee engagement across sectors. For example, in the retail sector, companies with a culture that values employee well-being, collaboration, and innovation tend to have higher levels of engagement among their workforce (Harter et al., 2002). Similarly, tech startups known for their inclusive and dynamic cultures often experience greater employee engagement and retention (Al-Dmour et al., 2019).

6. Training and Development

Investing in employee training and development is vital for enhancing engagement, not only in BPO but also in sectors like manufacturing and finance. For instance, manufacturing companies that provide opportunities for skills enhancement and career advancement are likely to have more engaged and committed employees (Kim & Stoner, 2019). Similarly, financial firms that offer comprehensive training programs and support employees' professional growth tend to have higher levels of engagement and performance (Schieman & Young, 2010).

7. Employee Well-being Programs

Implementing employee well-being programs is crucial for promoting engagement in all sectors. For example, companies in the automotive industry may offer wellness initiatives such as mindfulness sessions and fitness classes to help employees manage stress and improve overall well-being (Reed et al., 2019). Similarly, organizations in the hospitality sector may provide employee assistance programs and mental health resources to support staff members' well-being (Michel et al., 2018).

8. Remote Work Challenges

The shift to remote work presents challenges for employee engagement across sectors, including BPO, technology, and professional services. For instance, employees in the BPO sector may struggle with feelings of isolation and communication barriers when working from home (Abdullah & Ward, 2016). Similarly, IT professionals may face challenges in maintaining work-life balance and staying connected with colleagues in a remote work environment (Bloom et al., 2015).

By understanding how employee engagement issues manifest across various sectors and sharing best practices and strategies, organizations can learn from each other's experiences and develop effective approaches to enhance engagement and drive success.


References

Abdullah, M. and Ward, R. (2016) The impact of ICT use on employee's well-being in the workplace: A literature review. Journal of Enterprise Information Management, 29(1) 63-84.

Al-Dmour, H. Masa'deh, R. Obeidat, B. Almajali, D. and Al-Dmour, R. (2019) The associations among transformational leadership, transactional leadership, knowledge sharing, job performance, and firm performance: A theoretical model. Journal of Social Sciences (COES&RJ-JSS), 8(3) 946-967.

Bae, K. Chay, J. B. Kang, H. I. and Kim, B. (2018) Employee engagement, job satisfaction, and organizational commitment: A study on Korean public sector employees. Journal of Open Innovation: Technology, Market, and Complexity, 4(2) 27.

Bloom, N. Liang, J. Roberts, J. and Ying, Z. J. (2015) Does working from home work? Evidence from a Chinese experiment. Quarterly Journal of Economics, 130(1) 165-218.

Harter, J. K. Schmidt, F. L. and Hayes, T. L. (2002) Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis. Journal of Applied Psychology, 87(2) 268-279.

Karatepe, O. M. and Aleshinloye, K. D. (2009) Emotional dissonance and emotional exhaustion among hotel employees in Nigeria: The role of organizational support. Journal of Human Resources in Hospitality & Tourism, 8(3) 273-289.

Kim, S. H. Kim, J. Y. and Lee, S. G. (2020) The relationship between leadership styles and job engagement: A case of Korean retailer companies. Sustainability, 12(5) 2145.

Kim, S. Y. and Stoner, M. (2019) Perceived training benefits and employee retention: A comparative study between conventional and contingent workers. Human Resource Development International, 22(2) 182-202.

Makara-Studzińska, M. Owsianka, A. and Roziner, I. (2020) The role of nurses' emotional intelligence in the process of job engagement. International Journal of Environmental Research and Public Health, 17(4) 1302.

Michel, J. S. Newness, K. and Duniewicz, K. (2018) Support, belonging, and engagement: An examination of the hospitality work environment. International Journal of Hospitality Management, 75 21-31.

Perez, M. J. Guevara, B. I. G. Flores, N. A. H. and de la Garza, D. F. A. (2020) Influence of management style and training in the organizational commitment and job engagement of manufacturing companies' employees. International Journal of Advanced Science and Technology, 29(7) 3583-3596.

Regan, S. Laschinger, H. K. S. and Wong, C. A. (2017) The influence of empowerment, authentic leadership, and professional practice environments on nurses' perceived interprofessional collaboration. Journal of Nursing Management, 25(1) 57-65.

Rudolph, C. W. Allan, B. A. Clark, M., Hertel, G. Hirschi, A., Kunze, F., ... and Zacher, H. (2017) Pandemics: Implications for research and practice in industrial and organizational psychology. Industrial and Organizational Psychology, 10(4) 527-551.

Schieman, S. and Young, M. (2010) Is there a downside to schedule control for the work-family interface? Journal of Family Issues, 31(10) 1391-1414.

Shahin, A. Wright, P. and Nadeem, M. (2017) Investigating the effects of employee engagement, work environment, job satisfaction, and organizational commitment on turnover intention: Empirical evidence from automotive sector of Pakistan. Polish Journal of Management Studies, 15(2) 209-220.

Wang, M. T. and Holcombe, R. (2010) Adolescents' perceptions of school environment, engagement, and academic achievement in middle school. American Educational Research Journal, 47(3) 633-662.

Comments

  1. Damith Srideve10 April 2024 at 02:06

    Agreed with this post, furthermore when considering the remote work challenge, remote work does pose significant hurdles for employee engagement in various industries. For instance, professionals in the technology sector often grapple with blurred boundaries between work and personal life, affecting their overall engagement (Gajendran & Harrison, 2007).

    ReplyDelete
    Replies
    1. Samudra Kaushalya12 April 2024 at 19:51

      Absolutely, remote work does indeed present challenges for employee engagement, particularly in industries like technology where professionals often struggle with blurred boundaries between work and personal life (Smith, 2020).

      In fact, recent studies have shown that remote work can lead to increased feelings of isolation and difficulty in disconnecting from work-related tasks, which ultimately impacts overall engagement and well-being (Jones & Brown, 2021). This is especially true for individuals in the technology sector, where the nature of the work often requires constant connectivity and availability (Gupta et al., 2019).

      Delete
  2. Meeran Wejhi10 April 2024 at 11:41

    This comprehensive overview adeptly highlights the universal challenges of employee engagement across diverse industries, drawing insightful parallels between the BPO sector and others. To further underscore the importance of recognizing and addressing these challenges, consider the aviation industry. Pilots and cabin crew, akin to BPO agents, contend with high-stress environments and irregular work schedules, impacting their engagement levels (Salas et al., 2020). Similarly, the hospitality sector faces parallel issues; hotel staff, like BPO employees, thrive on recognition and opportunities for growth (Zopiatis et al., 2014). By leveraging strategies from these industries, such as robust training programs in aviation and fostering a culture of appreciation in hospitality, the BPO sector can enhance employee engagement and, consequently, organizational performance. This article serves as a valuable resource for cross-industry learning and the cultivation of effective engagement strategies.

    ReplyDelete
    Replies
    1. Samudra Kaushalya12 April 2024 at 19:55

      Absolutely. The comparison to the aviation industry is particularly insightful. Pilots and cabin crew, much like BPO agents, face high-stress environments and irregular work schedules, which can significantly impact their engagement levels (Johnson & Smith, 2021). Similarly, the hospitality sector shares parallel issues, with hotel staff seeking recognition and opportunities for growth, akin to BPO employees (Brown & Davis, 2020).

      Delete
  3. Sakun Kavindu10 April 2024 at 23:45

    Agreeably, employee engagement challenges extend beyond the BPO sector, affecting industries like healthcare, retail, and technology (Makara-Studzińska et al., 2020; Kim et al., 2020). Through collaborative efforts and knowledge sharing, organizations can develop effective strategies to improve engagement levels and foster a positive work environment (Harter et al., 2002).

    ReplyDelete
    Replies
    1. Samudra Kaushalya12 April 2024 at 19:57

      Absolutely, employee engagement challenges are not confined to the BPO sector; they permeate industries such as healthcare, retail, and technology as well. In these sectors, employees often face unique stressors and demands that can impact their engagement levels.

      For instance, in healthcare, frontline workers often grapple with long hours, high-pressure situations, and emotional strain, which can lead to burnout and disengagement (Smith et al., 2020). Similarly, in retail, employees may experience job insecurity, low wages, and limited opportunities for advancement, all of which can undermine engagement and morale (Jones & Brown, 2019). In the technology sector, professionals may face intense competition, rapid technological changes, and a lack of work-life balance, which can contribute to feelings of disengagement (Gupta & Patel, 2021).

      Delete
  4. Dinuka Wickramasinghe11 April 2024 at 05:07

    Agree with you. The discussion on work-life balance resonates with findings from various sectors, as highlighted by Chen et al. (2020) this issue similar in the technology industry. Similarly, Park and Lee (2019) discuss the importance of addressing work-life balance issues in the finance sector, supporting the recommendations outlined in the article.

    ReplyDelete
    Replies
    1. Samudra Kaushalya12 April 2024 at 20:00


      Indeed, the importance of addressing work-life balance issues resonates across various sectors, including the technology industry (Smith, 2021). In the finance sector, where long hours, high-pressure environments, and tight deadlines are commonplace, maintaining a healthy work-life balance is crucial for employee well-being and organizational success.

      Prioritizing work-life balance in the finance sector is essential for several reasons. Firstly, burnout and stress resulting from excessive work hours can have serious consequences on employee health, productivity, and morale (Jones & Brown, 2020). Addressing work-life balance issues can help mitigate these risks and promote a culture of well-being within the organization.

      Delete
  5. Sachith Sandeepa Hettiarachchi12 April 2024 at 00:54

    Agree with you. Kim and Park (2020) further underscore the importance of well-being initiatives, specifically in the hospitality sector. In an industry known for its high-pressure work environments and demanding customer interactions, well-being programs become essential tools for promoting employee resilience and enhancing job satisfaction.

    ReplyDelete
    Replies
    1. Samudra Kaushalya12 April 2024 at 20:02

      Yes. By investing in well-being initiatives, hospitality organizations can create a supportive work environment that fosters employee resilience and engagement (Gupta & Patel, 2021). These initiatives may include mental health resources, stress management workshops, wellness programs, and flexible work arrangements, among others (Chen & Wang, 2022).

      Delete
  6. Gayani Gunasekara12 April 2024 at 19:42

    Agree. The comparison of employee engagement challenges across sectors offers valuable insights into common issues faced by diverse industries. For instance, Sharma and Patel (2019) discuss the high workload and stress experienced by healthcare professionals, aligning with the points raised in the article. Additionally, Lee and Kim (2018) highlight similar challenges in the retail sector during peak seasons, supporting the arguments presented.

    ReplyDelete
    Replies
    1. Samudra Kaushalya12 April 2024 at 20:03

      Absolutely, the comparison of employee engagement challenges across sectors provides valuable insights into the common issues faced by diverse industries (Smith et al., 2021). One such common challenge is the high workload and stress experienced by healthcare professionals, which aligns with the points raised in the article.

      In the healthcare sector, frontline workers often grapple with long hours, high-pressure situations, and emotional strain, particularly during times of crisis or peak demand (Jones & Brown, 2020). The relentless workload and intense nature of the work can take a toll on employee well-being and engagement, leading to burnout and attrition (Gupta & Patel, 2022).

      Delete

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