Abstract:
In today's business world, employee engagement is vital for an organization's success. It
reflects how employees contribute to the company's strategic goals. This research focuses on
understanding the factors influencing employee engagement in the BPO industry post-COVID,
with a special focus on STG (PVT) LTD, a BPO company in Colombo for which the parent
company is in the UK.
There were fluctuations in employee engagement after changes in work models due to COVID
at STG (PVT) LTD. This study aims to identify HR factors affecting employee engagement at
STG (PVT) LTD and provide effective suggestions. The three main independent variables:
organizational culture, training & development, and working arrangements were used for the
analysis and how they impact employee engagement. 100 employees from different
departments at the company were chosen as the sample population, and all 100 supported this
study. The results showed that the three independent variables were positively correlated with
employee engagement reflecting positively on employee engagement, but working
arrangements didn't have a significant impact.
This study recommended a couple of suggestions based on the analysis which includes
enhancing training & development programs and raising awareness about organizational
culture to foster inclusivity among employees, regardless of their work models or other factors.
