Thesis (BS Architecture) University of the Philippines Mindanao, 2021

The BPO industry in the Philippines is an industry providing employment opportunities to Filipinos in the country. It is currently providing jobs for 1.3 million people and is steadily increasing its employees. One of the subsectors of the industry responsible for this is the call-center. But even with the high rate of employment, the industry is always facing employee attrition which its biggest challenges. To reduce the rate of employee attrition BPO companies has to put more effort in providing employees a conducive working environment, aside from other beneficial offers. A favourable working environment is said to have an effect on employee’s wellbeing which in turn can generate higher levels of employee commitment, thus minimizing employment attrition. To The study was conducted to enhance well-being of call-center employees through the improvement of their call-center office environment. The research will be focusing on the relationship between employee well-being and satisfaction in call-center office environment. The study identified seven indoor environment factors that affects the well-being of employees. These factors are Air Quality, Thermal Comfort, Lighting Quality, Spatial Comfort, Privacy, Office Noise Control, and Building Noise Control. The data gathered based on these factors are correlated using Pearson’s Correlation to employee well-being gathered from six call-center companies in Davao City. The results show that the seven indoor environment factors and employee well-being has a significant relationship. Indicating that prioritizing the improvement of the seven indoor environment factors of call-center offices could enhance the employee well-
being. This is additional solution to reducing agent attrition which is prevalent in the call-center industry.