FACTORS INFLUENCING EMPLOYEE ENGAGEMENT IN THE SRI-LANKAN BUSINESS PROCESS OUTSOURCING (BPO) INDUSTRY POST PANDEMIC

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.