ADOPTION LEVEL OF WORK FROM HOME SCHEME OF SAMPLED OFFICE

WORKERS OF A BPO COMPANY

A Research Study Presented to the Faculty of

College of Business and Financial Sciences

University of Makati

In Partial Fulfilment of the Requirements

in Bachelor of Science in Office Administration

By

Flory Mae P. Noya

Reham P. Pacalundo

Eugene M. Dizon

Charisse Ann O. Marjes

Marjorie C. Elcarte

Isabel C. Escobal

Nica DL. Cabana

Jenevie L. Romero

May, 2021
 TABLE OF CONTENTS

CHAPTER 1

Introduction………………………………………………………………………………….1

Background of the Study…………………………………………………………………..5

Review Related Literature and Studies…………………………………………………..7

Demographic Profile of the Respondents………………………………………..7

Foreign Literature and Studies……………………………………………………10

Local Literature and Studies………………………………………………………14

Synthesis……………………………………………………………………………………18

Theoretical Framework……………………………………………………………………23

Conceptual Framework……………………………………………………………………24

Statement of the Problem…………………………………………………………………25

Hypothesis………………………………………………………………………………….27

Scope of Limitations……………………………………………………………………….27

Significance of the Study………………………………………………………………….28

Definition of Terms………………………………………………………………………...29

CHAPTER II

Methodology………………………………………………………………………………..32

Research Design…………………………………………………………………………..32

Population and Sampling………………………………………………………………….33

Research Instrument………………………………………………………………………34

Data Analysis Procedure………………………………………………………………….36

Survey Questionnaire……………………………………………………………………..40

References…………………………………………………………………………………42
 CHAPTER 1

INTRODUCTION

A decade ago, work from home was highly uncommon. COVID-19 was able to turn

the world upside down in the setups and arrangements of work across the world. Since the

implementation of the hard lockdown, almost 72% of the companies have adapted and

operated remotely in the industry.

About 4.7 million Canadians started working from home since the COVID-19

lockdowns were implemented. The pandemic takes away the choice from employees and

companies of working from home. Still, after realizing its employs cost-saving benefits,

some companies like Facebook and Spotify have planned to make working from home a

permanent concept for a significant portion of their company. At the same time, Twitter

gives its employees the option to work remotely if they wish to.

A study finds that working from home makes them more productive in America. The

work from home lifted the productivity of U.S workers by 5%, which is a saving in

commuting time. With the help of the rapid adoption of new technology, the pandemic will

offer economic gains, helped boost the productivity that has long weighed on global growth.

During the peak of the pandemic in the Philippines, most companies continue their

work virtually and remotely in the industry. 8 in 9 employees in the Philippines reflected

that they are satisfied with their current work setup arrangements, with 9 out of 10 stating

that there is an increase in the level of productivity while working at home. In today’s

situation of COVID-19 pandemic in the Philippines where DTI Chief Lopez announced that

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the country is already under Alert level 1, wherein institutions and establishments, including

public transportation, can now operate at total capacity. Working onsite is now highly

encouraged in the Philippines, meaning there would be less work from home. Working

from home will now become optional for companies.

After more than two years of working from home, the adjustment is an individualized

process. Many employees are excited to work with the old new normal setup, but other

employees are still hesitant amid the decreasing number of COVID-19 cases. The

adjustment to a more exhausting work experience is still challenging, and other employees

are still unable to give up the comfort of a more personal professional experience.

Still, many of the professionals are working from home for the first time, and it took quite

some time to adapt and get used to the new setup of work because of the challenges they

faced during the first year of transitioning from work from home. The challenges they faced

included communication and collaboration challenges. Being separate from other team

members can lead to issues with collaboration in the workplace. They will have a hard time

formulating and generating new ideas to develop better concrete solutions when problems

arise within the company.

Second, technical challenges wherein office workers who work from home

experiences difficulties, namely in the computer, internet connectivity, and software. In an

office setup of work, it is easy to handle when there are issues, and it is guaranteed that

office workers have access to any tools they need to do their tasks. However, during this

virtual or remote setup of work, there are potential issues that might arise that will lead to

compatibility problems.

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 Third, distractions at home affect their quality of work. It may seem that working

from home is an easy task, but it is the opposite result. Many employees are more

distracted in this type of setup because of the personal and surroundings factors. They

mostly get distracted by playing online games, online shopping, etc. They are also

distracted by the noises and their responsibilities at home and the workplace.

Lastly, mental health challenges while working from home. This kind of setup also

means isolation. They always have to deal with working independently, not having a

companion beside them. This setup can affect employees’ performance instead of

increasing everyone’s morale towards work.

Despite these challenges, according to a study, working from home does make us

more productive. A study by Stanford University has found a 13% improvement in the

performance of those who work from home. The findings show that the quick adoption of

new technologies during the epidemic will result in long-term economic benefits, helping to

lift sluggish productivity that has hampered global growth for years. During this pandemic,

every employer is worried that working from home can reduce the office workers' efficiency,

effort, and productivity. According to Bartik et al. (2020), Morikawa (2021), social distancing

can reduce the productivity of the office workers working at the office, so working from

home increases productivity by comparison. Working from home provides unique

opportunities in a crisis, such as a natural disaster or an epidemic.

According to the study conducted by Sprout Solutions, it was found that the BPO

Industry has the highest percentage of 31% in letting their employees work from home,

followed by information communication with 9.79%, and the healthcare industry with 8.51%.

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 Thus, this research paper aims to determine and investigate the adoption level of

work from home scheme from thirty (30) sampled office workers of a BPO Company, using

this model called Diffusion of Innovation Theory (DOI). According to Sherry & Gibson

(2002), for over 30 years, it has been studied that the most popular model is the “Diffusion

of Innovations” described in the book Rogers. Diffusion of Innovation is the most

appropriate and accurate theory to investigate the adoption of work from home in this new

normal setup. Dooley (1999) and Stuart (2000) defined Rogers’ Diffusion of Innovations

theory as the most used theoretical framework in this field of diffusion and adoption.

In the Diffusion of Innovations theory of Rogers (1962), there are variables

mentioned above, such as relative advantage, compatibility, complexity, trialability, and

observability which serve as a significant predictor to determine where the office workers

belong, whether as innovators, early adopters, early majority, late majority, and laggards

as they adapt to the transition of working setups.

In line with that, this study also seeks to determine what problems were

encountered by the respondents in work from home scheme to enhance the company’s

training and development.

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 BACKGROUND OF THE STUDY

Due to COVID-19's unpreparedness, the government was forced to lock down the

country, and employees were forced to work from home due to the situation and safety

concerns. In addition, a lack of preparation, a lack of the appropriate tools and assistance,

and the new teleworking environment have made the process onerous. The government

first ordered a lockdown because of the epidemic, and as a result, employees from various

businesses have been severely impacted. White-collar workers began working from home

to cope with such an unprecedented circumstance.

Before the pandemic, discussions about the future of work-life balance were unclear

and frequently questioned. Many companies chose to try WFH after COVID-19 forced

them to decide. With the globe changing quickly, many companies decided to test WFH.

WFH practices have been widely adopted, as evidenced by surveys showing that in May

2020, 35.2 percent of the workforce worked from home, up from 8.2 percent in February.

Furthermore, WFH discovered that 71.7 percent of workers could work effectively (Bick,

Blandin, and Mertens 2020).

Lack of resources, diversions, a pleasant and adequate environment to work from

home, and well-being issues were among the obstacles that office workers faced during

their first year of adjusting to the new typical work situation. Because of the pandemic and

the nationwide lockdown, practically all employees have been obliged to accept this type of

arrangement rather than being unable to work. Many of the professionals are working from

home for the first time, and it took them a long time to fully adapt and become used to the

work environment due to the problems they had during the first year.

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 The change from working in offices to working from home is difficult for everyone,

but with the help of technology, people worldwide can work efficiently and effectively.

Technology aids in fulfilling the needs and expectations of both employees and employers.

Having tools can help you respond to global changes. These materials assist office

workers in increasing their productivity while attempting to adjust to changes in the working

environment.

Many office workers have lost their jobs, but some companies have decided to let

their employees work from home. Before Covid-19, office workers used to work onsite,

coming to their offices and conducting their jobs with their coworkers. They have a lot of

paperwork to do and a corporate uniform every day, go to different companies to pass the

documents and set up the conference room for the meeting. However, office workers must

work from home and rely on technology to perform efficiently and effectively due to the

pandemic.

The office workers are not used to using technology because they used to work at

the office and are used to using it there rather than working at home and buying a new

computer or laptop and downloading apps provided by companies and then learning how

to use them again and again because that's what they need to use. At the same time, there

is a covid-19 that has no idea when it will end. As a result, the other office workers have

difficulty adjusting to utilizing the technology because it is new to them and not something

they are used to in their daily work.

The study of Stanford University showed that the rapid adoption of new technology

during the pandemic would result in long-term economic advantages, assisting in the lift of

stagnant productivity that has impeded global growth for years. In this time of epidemic,

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every employer is concerned that allowing employees to work from home will impair their

efficiency, effort, and output.

In line with this, the researchers would like to investigate the adoption level of

sampled office workers of a BPO Company from the work from home scheme innovation

and determine the problems encountered work from home scheme to enhance the

company’s training and development.

REVIEW OF RELATED LITERATURE AND STUDIES

This study will investigate the level of adoption of sampled office workers' work-

from-home scheme. To understand the subject of this study, the researchers collected

information regarding the related literature and studies in foreign and local settings to

strengthen the observation and findings.

DEMOGRAPHIC PROFILE OF THE RESPONDENTS

Demographic variables, such as age, sex, and civil status are known as office

workers’ characteristics. To a certain extent, these characteristics are significant

determinants of workers’ behaviors. According to Hertel et al, age was positively related

to a higher probability to adopt problem-focused coping strategies at work, which in turn

reduced stress after an eight-month lag. In contrast, age was negatively related to

avoidance-based coping strategies under conditions of low job control. Scheibe, Spieler,

and Kuba, found that older employees were more prone to use adaptive emotion-based

regulation strategies, while younger ones adopt more frequently maladaptive emotion-

based regulation strategies.

In addition, Rauschenbach and Hertel posit that older employees may experience

their working conditions as more stressful than their younger colleagues because of their

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higher vulnerability to job demands and their fewer resources to counterbalance them (e.g.,

cognitive and physical resources, for instance, fluid intelligence substantially declines with

age and older workers are less equipped to handle multiple tasks. At the same time,

physical abilities also decline with age and general work abilities are reduced.

Sex refers to a biological construct, whereby an individual is defined as being male

or female. It is primarily associated with physical and physiological features including

chromosomes, gene expression, hormone levels and function, and reproductive/sexual

anatomy that are able to influence working behavior. According to the Ring Central blog

(2021), COVID-19 is expected to have a significant influence on gender disparity in the

workplace. Some argue that working from home is beneficial for women and that the end of

the epidemic would usher in a new era of work from home (WFH) 2.0, in which inclusive,

equal workplaces become the norm. Others worry that WFH 2.0 may exacerbate gender

disparity in the workplace rather than alleviate it.

During the COVID-19 epidemic, they polled 4,000 professionals on their

experiences working from home. The findings were published in a paper titled "Is Remote

Work Sustainable?” The study found that fewer women (48%) reported good or better

mental health than men (58%) and more women (46%) reported struggling with group work

than men (37%).

According to McKinsey (2020) women were doing what sociologists describe as the

“second shift,” where they complete an inordinate amount of household and caregiving

chores after they’ve finished their paid labor. As a result, women are more likely than

males to feel burned out, which has had a detrimental impact on their work-from-home

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experience. During the pandemic, 79 percent of males claimed they had a pleasant work-

from-home experience, compared to just 37 percent of women.

According to IMFBlog (2018) Women, on average, face an 11 percent risk of losing

their jobs owing to automation, compared to 9 percent for males.

According to Depualo (2016), Workplaces need to adapt to a workforce that is

increasingly unmarried. A civil status in adopting work from home in office workers has

companies that want every employee, regardless of Civil status, to feel supported by their

benefits package are providing individualized benefits. Every worker must be treated fairly

with a customized benefits package that is really valued and welcoming to everyone.

According to Celena Raquel Trahan (2018), Age and marital status were found to

have an impact on lifespan. Younger people had lesser durability, whereas elderly people

had higher stability. The bereaved marital status group lived much longer than the single

and married groups.

According to Stephen Miller (2019), Single employees without children have

caregiving responsibilities, too, also individuals who were more engaged at work were

more likely to attend. Age and work involvement both have an impact on job performance.

Younger people performed worse at work than people in their forties and fifties. Finally,

people who were more engaged at work performed better on the job. One of the most

important discoveries is that people who are highly engaged at work have greater

attendance and job performance.

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FOREIGN LITERATURE AND STUDIES

In this time of crisis, the company has implemented work-from-home operations to

deal with the challenges of this global epidemic on how the employees and management

can continue to work effectively and efficiently in BPO Company. In Wienclaw's (2019)

statement, working from home allows people who live in remote areas to find work. He also

mentioned that flexible scheduling has the following advantages: being able to go to sleep

in and work nights, starting and finishing early, continuing to work 40 hours in 4 days

instead of 5 or 6 days a week, scheduling personal appointments, and completing work

later in the evening without using vacation days, and working at home may not have been

an appropriate process of working for any staff because workers would have to be

dedicated, ego, and focused on carrying out their day to work by Tisal and Awais, 2016.

Other literature on work from home by office workers overseas will be discussing

possible interconnection to the study variables, which are Related Advantages,

Compatibility, Complexity, Trialability, and Observability.

Related Advantage is when working from home, teleworking, or home office (WFH)

began to be accepted during COVID-19. The pandemic only accelerated the process. For

businesses, working from home provides the flexibility to hire workers who are not

constrained by geographical boundaries. Boosted by the great benefit of being able to work

anytime, anywhere, it is also seen as a major step for employees (Hitachi, 2021). Many

remote jobs also have flexible schedules. This means that employees can start and end

the day as they please, as long as the work is completed and good results are obtained.

This control over your work schedule is invaluable when it comes to addressing your

personal life needs. (Emily C., 2021). A company is forced to prioritize business continuity

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in face of the pandemic, the situation will primarily motivate the innovation activities over

any benefits or drawbacks associated with the advancement (Clancy, 2020; Greer & Payne,

2014). Finally, the competitive edge of doing work from home emerges with advantages

and disadvantages, creating adoption to a workable choice. To be involved in working from

home around 2015 and 2019, a company would have traditionally questioned any relative

importance or it would have lately created a new company (Audretsch, 2019).

This study will also examine the level of compatibility of work from home to office

workers, particularly those in BPO companies, who have adjusted to the work-from-home

program and how it has affected their productivity at work. Enhanced version professionals

typically participate in knowledge work; hence they are compatible with working from home

(Dingel & Neiman, 2020). Adding to the body of evidence demonstrating the viability of

working from home as a regular and thorough activity as well as its suitability with a

growing number of businesses (Caminiti, 2018). Effectively managing at-home call center

agents means maintaining connectivity through good communication, taking responsibility

for productivity goals, and providing actively motivated support through employee

involvement. increase. The most basic requirements for an agent to set up a virtual dialer

are a computer, a headset, and a stable internet connection. (Bobby H., 2020)

On the other hand, the complexity involving the consequences of working from

home on teamwork, relations, and interaction all were variables that influenced their

decision to adopt it. D. A. Owens (2017) also mentions how the benefits of working from

home are limited to everybody else, even implying that non-remote workers feel envious of

their coworkers who are allowed to do it. The covid-19 crisis has affected almost every

industry around the world due to supply chain disruptions, national blockades, and sudden

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corporate conflicts with long-term or permanent remote work. The outsourcing department

is also affected by Covid-19. Outsourcing service providers, in particular, have to struggle

with travel restrictions because they often cannot sell complex services without personal

customer contact and accompanying travel. Similarly, BPO companies are forced to send

their employees home and work remotely (Kristin L., 2020) Gajendran wanted to know if

job complexity mitigated the association between the amount of time spent working from

home and job effectiveness (Golden & Gajendran, 2019)

In the trialability of work from home, the majority of productivity change

assessments are based on irrelevant and problematic assumptions. Employees profit from

the flexibility and the elimination of commute time. There are arguments in favor of the

Work from Home Scheme, such as workers communicate less and collaboration is

complex, which means that resolving issues may take longer. Workers in households with

many members or small children may have difficulty concentrating on their work at home,

and a sense of belonging is one of the pillars of the meaning of work. New employees may

feel like they don't belong to the group because they have less interaction with their co-

workers. Jeliazov, N (2022). Teams and entire corporate operations work-at-home can

encounter a high level of uncertainty about the activities and objectives they must do if they

have little or limited prior teleworking experience. Many firms that had virtually no

teleworking shifted overnight to a foreign corporate network (Eurasia Review, 2020)

The observability of work from home was cited as a challenge during the COVID-19

pandemic in Hong Kong, known for its compact dwellings. The need to share available

space with other household members who are working in a tiny house might have an

impact on employee productivity. It might be challenging to create a healthy, safe, and

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productive work environment when working from home, according to Vyas L and Butakhieo

N. (2020). In terms of employee productivity and career advancement, it has been

suggested that how and to what extent job autonomy is adopted, rather than working from

home itself, can contribute to favorable or negative outcomes (Golden and Eddleston,

2018). Working from home becomes good work-life quality resulting in employees working

from home showing a better outlook, less work stress, and enhanced wellbeing (IJAR,

2021). In all other words, working from home may make it easier for such populations to

enter the work field, such as married persons with small children, particularly women

(Chung and van der Horst, 2018).

On the contrary, there is a positive way to develop office workers during a pandemic,

and it will connect this study of work from home in BPO Company. However, the positive

relationship between telework and productivity may be driven by third-party factors, such

as better managed firms being more likely to implement such measures based on Bloom,

Kretschmer, and Reenen (2009). Telework can also improve firm performance and help

with cost reductions. Telework can directly reduce capital costs by reducing the company's

need for office space and equipment Bloom et al., (2015). Labor costs can be reduced

because telework expands the pool of workers from which firms can choose, increasing the

supply of skilled workers and improving the match between jobs and hires, for example, by

employing highly skilled workers who are tied to a specific location for personal reasons

Clancy (2020).

This study will enlighten the adoption of work-from-home schemes. Despite that,

according to CIPD (2016), working at home is a flexible continuing to work because it

allows employees to work adaptively inability to take out their job roles within their

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workplace environment, which includes when individuals work, such as the working time,

and where they work, such as the workplace environment. CIPD said that workplace

diversity had been implemented in organizations as a means for employees and employers

to behave adaptability in their professions, enabling each other to satisfy their individual

needs. This kind of workplace flexibility is known as digital operation. It allows workers and

employers to work anywhere else and outside the workplace for everyone or part of their

required work week.

During this experience, the societies underwent a large-scale "forced experiment" in

which sectors, firms, and workers continued to operate while physically separated, as long

as they met the necessary technological, legal, and digital security conditions. This can

potentially impact businesses of all sizes significantly. Whether they have previously

embraced teleworking or not, OECD (2020) and continued digitization may broaden the

range of tasks completed remotely by Autor (2014).

Working from home techniques necessitate effective communication because team

members are interdependent on one another, and it might be difficult for supervisors to

manage them because they are all physically located in various locations Greer et al. 2014.

Yehuda Baruch 2000, investigates how employees perceive teleworking in

comparison to traditional office jobs and the projected mixed impact on productivity and job

satisfaction as perceived by teleworking employees.

LOCAL LITERATURE AND STUDIES

In response to a request by PEZA firms for flexible work arrangements for their

employees during the quarantine, the Philippine Economic Zone Authority (PEZA) released

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a Memorandum Circular on March 11, 2020. The circular was sent ahead of time to

safeguard employee health and safety and uninterrupted service delivery to BPO clients.

Navarro, (2020).

The literature and studies will be discussing the variables, which are Relative

Advantages, Compatibility, Complexity, Trialability, and Observability.

The relative advantage is the effective pace of development in protected areas in

Manila as well as other areas of the country, and also quality and performance benefits,

have aided, as has continued to increase involvement among multinational companies in

growing the scale and complexity of their outsourcing activities processes to a larger

variety of places (Mitra F., 2020). The majority of governments have made working from

home a policy priority. To do so, policies must be developed with the convenience of both

employers and employees in mind. On the other hand, the current situation provides

unique insight into how well working from homework works. It may play a critical role in

future policies that reshape the existing structure of working hours, potentially allowing for

more flexibility. Vyas and Butakhieo (2021).

On the other hand, according to the IT and Business Process Association of the

Philippines (IBPAP) and Information and Communications Technology Office (ICTO), the

compatibility in the same findings emphasize the importance of soft skills such as critical

thinking, communication, motivation, self-reliance, and teamwork, among others. These

are the skill sets addressed by both the institutions and the private sector through their

talent developmental activities by the statement in DOSTICTO (2015).

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 The complexity about work from home scheme cited that 64 percent of Philippine

households had lost their jobs due to the Coronavirus-COVID19 pandemic due to the

Extended Community Quarantine (ECQ) conducted in the Philippines on March 16, 2020.

On the other hand, 36 percent of respondents said that no one in their family was affected

according to the Statistical Research Department (2020). According to Caruso 2006, Long

work hours have a negative influence. Workers' health is harmed due to increased

exposure to occupational dangers and shorter recovery times. Lopez emphasized the

importance of creating an inclusive, innovation-driven industrial ecosystem to achieve the

competitive advantage of the Philippines' main industries, notably the services industry, in

order to boost productivity and output growth. According to Secretary of State Leila de

Lima, this is in accordance with President Rodrigo Duterte's plan to establish competitive

businesses that will produce more employment and income, reduce inequality, and provide

a better living for every Filipino.

The work from home trialability in the Philippines has grown in popularity as a BPO

location due to the availability of professional people with the necessary language ability,

cultural affinity with the United States, the primary BPO market, and the workforce's strong

customer service orientation. The Philippine government has publicly acknowledged the

industry as a significant driver of growth and jobs by www.boi.gov.ph and Philippine Daily

Inquirer (2010). According to the Department of Health in 2022, the factors affecting office

workers’ productivity are headaches, weariness, vision problems, chest, and back pain,

and voice problems were also common health issues among employees. Apart from these,

because most of the country's BPO activities handled American and European customers,

staff were forced to perform night shifts due to the time zone difference. Employees' work-

16
life balance may be disrupted, and their psychological well-being may suffer as a result of

night work. Another source of stress for BPO staff is abuse from irate clients. "As clients

learned and recognized that virtual tasks are performed without necessarily losing staff

activity and quality, there has been a growing demand for work-from-home delivery," Untal

said in 2020.

According to Ofreneo et al. (2007), the observability in the BPO industry is divided

into "voice" and "non-voice" sectors. Non-voice activities include data encoding, database

development, market research, credit and billing problem resolution, loan processing,

account management, data search, architectural blueprints, and other business-related

tasks. Digital literacy can assist people outside of the public education system and many

underprivileged groups, thus it is critical that we reach out to them as well. These ICT skills

are critical for the information system industry to continue to flourish, as well as for the use

of ICT in a variety of other industries, including agriculture, tourism, fisheries, and small-

scale manufacturing. However, we have spent less on education as a proportion of Gdp

than other nations in our region, and we have spent less on providing our youngsters with

21st-century Digital knowledge and techniques (DICT, 2016). "Even if our BPO employees

are on WFH, they are still contributing to our economy but they do need to eat, invest

thousands to relax, purchase apparel, as well as many other things." Instead of spending

the quantity of cash on fares and fuel, they are assisting other business sectors," philstar

Pacquiao, 2022

The majority of governments have made working from home a policy priority. To do

so, policies must be developed with the convenience of both employers and employees in

mind. On the other hand, the current situation provides unique insight into how well

17
working from homework works. It may play a critical role in future policies that reshape the

existing structure of working hours, potentially allowing for more flexibility. Vyas and

Butakhieo (2021)

According to the 2021 PhilCare Wellness Index, 48.7 percent of employees prefer

hybrid work arrangements, 35 percent are willing to return to their workplaces, and 16

percent prefer to work entirely from home. 49.9 percent of survey respondents said they

worked entirely on-site, while 36.2 percent worked both at home and on-site. The

remaining 13.9 percent work entirely from home.

In the world of labor, significant changes have been seen. Telework, virtual teams,

and cloud-based systems are examples of creative work practices made possible by

technological advancements. The internet has become useful in office work. Employees

may now work from virtually any location in their flexible time, thanks to the smaller and

lighter technologies like laptops and cellphones (ILO, 2017).

SYNTHESIS

Prior to the Covid-19 Pandemic, shifts in traditional work arrangements and how

people are generating income in today’s situation are forcing organizations to adapt.

Technological developments remain an obstacle for organizational leaders to overcome in

their efforts to adapt to a rapidly evolving technological world (B. Collins et al., 2019; Kuhn

& Galloway, 2019).

In the study of Adoption of Work from Home Arrangements, the findings show the

different jobs of work from home office workers. In full-time single-site work from home

arrangements, the majority of respondents reported that workers in a home office were in

18
positions where they had extensive telephone interaction with customers, i.e., telephone

customer service support (43%), telephone customer sales (14%), or technical sales

support (28%). Workers in the satellite office were telephone customer sales

representatives. The remainder of workers in home offices were in jobs that required

extensive computer use. Respondents in two firms in positions where they had extensive

telephone interaction with customers, i.e., telephone customer service support (43%),

telephone customer sales (14%), or technical sales support (28%).

This evidence indicates that variations in the characteristics of work from home jobs

influence the choice of work from home arrangement adopted. In implementing work from

home arrangements, firms seemed to recognize that certain employees perform work

activities more productively outside the traditional office environment. This foundational

change in the modality of work requires organizations to alter traditional methods of

administration upon resolving to adopt work from home innovation as a formal workplace

practice due to the Covid-19. Furthermore, Greer and Payne (2014) detail that while work

from home eliminates a physical boundary between work and home, it creates a new

physical boundary between co-workers” (p. 91), which forms new sets of obstacle

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 Figure 1

Jobs of Work from Home Office Workers

In addition to the Adoption of Work from Home study, it was acknowledged that

most workers would be unable to operate remotely without the assistance of information

technology [35, 25, 19,]. Olson [24] and Kraut [19] conclude in early studies that while

information technology supports new forms of work arrangements, it will not be the driving

force behind their adoption. According to Olson 1241 and Kraut [119], organizational and

individual factors will have a greater impact on the adoption of work-from-home

arrangements than technological ones. However, Venkatesh and Vitalari [35] discovered in

a more recent study that information technology variables had a significant impact on the

worker's decision to do reserved or after-hours work at home. Computer owners worked

more reserved hours than non-computer owners, and there was a strong relationship

between reserved hours worked and modem ownership. This study found that information

20
technology variables have a significant impact on the adoption of work-from-home

arrangements.

Figure 2

Information Technology for Work from Home Office Workers

Due to the Covid-19 pandemic, work from home focuses on efficiency, among most

individuals, the flexibility provided by technological mobilization has shattered the

conventional work-life border. Whether working from home is beneficial or detrimental to

academic productivity and work-life balance has become a serious subject for both

companies and their employees. On a personal level, the recent pandemic highlighted the

benefits and drawbacks of working from home. They stated that in the office, they are

better at discussing ideas with colleagues, staying in contact with their team, and collecting

data, but at home, they are better at working on their papers, reading the research, and

studying their data.

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 Figure 3

Change in the Efficiency of the Working from Home

Work from home refers to the practice of “working outside the conventional

workplace and communicating with it by way of telecommunications or computer-based

technology” (Bailey & Kurland, 2002, p. 384). The innovation of work from home differs

from traditional work in many respects, most notably in the concept of work and the

workplace—where one works is of less importance than how it is performed and the level

of its quality.

As this research study wants to investigate the Adoption level of the Work from

Home Scheme of Sampled Office Workers of a BPO Company and the problems

encountered to enhance the company’s training and development, the problems or

circumstances discussed in this section of the study may help in comprehending and

understanding its essence. With the help of these findings, the researchers will be able to

be guided on the possible outcomes of this research study in the development of the

findings of this paper.

22
 THEORETICAL FRAMEWORK

Relative Advantage

Compatibility

Work from Home

Complexity Adoption

Trialability

Observability
Figure 4

The Theoretical Framework

Working from home is an increasing option in today’s world due to its Covid 19-

pandemic. The researchers entitled the study “Adoption Level of Work from Home Scheme

of Sampled Office Workers of a BPO Company” was anchored based on the theory of

Rogers in 1962 called Diffusion of Innovation Theory (DOI) which refers to employees’

adoption of a new system or technology implemented by companies. Diffusion of

Innovation put forward by Rogers (1962) refers to explaining how, over time, an idea or

product gains momentum and spreads through a specific population or social system that

will help to determine adopters that have been chosen and related to the study as its focus

on relative advantage, compatibility, complexity, trialability, and observability of the office

workers as significant predictors that would address and strengthen the research question.

23
 The aforementioned variables will determine the adoption level of sample office

workers from the work-from-home scheme of a BPO Company. This theory lays out a

broad framework for understanding what factors may influence an individual's decision

about innovation. Innovation may have been invented a long time ago, but if people see it

as new, it may still be deemed as an innovation. For Rogers (2003), adoption is a decision

of “full use of an innovation as the best course of action available.

Furthermore, this approach intended to categorize adopters into several groups

based on the premise that other individuals are inevitably more adaptable than others. It

will classify office workers as innovators, early adopters, early majority, late majority, and

laggards as they adapt to the changes in the working setup.

CONCEPTUAL FRAMEWORK

I. Demographic
Profile of the
respondents. I. Analysis and I. Enhanced training
II. Work from home tabulation of the and development
scheme gathered data of subject
measurement: through survey Company.
Relative Advantage, questionnaire.
Compatibility, II. Application of
Complexity, statistical
Trialability and treatment and
Observability interpretation.
III. Problems
Encountered

24
 Figure 5

The Conceptual Framework

This study, demonstrates the framework to understand and seeks to overcome the

adoption level of work from home scheme by the office workers. Technology infrastructure

and procedures that enable employees to work from home were quickly adopted. The

researchers would like to determine and analyze the different components of the structure

to have a significant impact on the outcomes that are concerned by the employees who

work from home in order to completely establish the essence of this study.

The Conceptual Framework of this study contains the three components, Inputs,

Processes, and Outputs. The information gathered by the researchers on these

components is essential in understanding the findings of the study. First is in the input is

the respondent’s demographic profile to identify the Age, Sex, Civil Status, Employment

Status, and Number of Years in the Company. It also includes how fast the office workers

adopt the innovation in terms of variables such as Relative Advantage, Compatibility,

Complexity, Trialability, and Observability. The process contains the Analysis and

tabulation of the gathered data through a survey questionnaire and the Application of

statistical treatment and interpretation. The output will be the Enhance training

development of the subject Company.

STATEMENT OF THE PROBLEM

The purpose of this study is to investigate the adoption level of work from home

scheme of office workers of a BPO Company as basis for enhancing company’s training

and development.

Specifically, this study seeks to answer the following question:

25
1. What is the demographic profile of the respondents in terms of the following:

1.1 Age,

1.2 Sex,

1.3 Civil Status,

1.4 Employment Status, and

1.5 Number of years in the company?

2. What is the adoption level of the respondents in BPO Company along the

following variables:

2.1 Relative Advantage,

2.2 Compatibility,

2.3 Complexity,

2.4 Trialability, and

2.5 Observability?

3. What are the problems encountered by the respondent employees in work from

home scheme of BPO Company?

4. Is there a significant difference in the adoption level of work from home to office

workers when they are grouped according to their profile?

5. How may the results of the study be utilized in enhancing the training and

development of BPO Company?

26
 HYPOTHESIS

In determining the adoption level of work from scheme of sampled office workers

of BPO Company, the following hypothesis will be test at .05 level of significance.

Ho: There is no significant difference in the adoption level of work from home to

office workers when they are grouped according to their profile.

The proponents of the Study shall be using a Null Hypothesis method in the

formulation of the hypothesis of the study. Null Hypothesis was used to measure and to

test if the variables have indeed a relationship with each other.

SCOPE AND LIMITATIONS

This study focused on the adoption of work from home scheme of sampled office

workers of Sutherland Company. The study will be conducted up until the end of the 2nd

Semester of the Academic Year, 2021-2022. In this study, the level of adoption of the work

from home sampled office workers is determined as a basis for enhancing company’s

training and development.

Researchers solely focused on determining the level of adoption of work from home

scheme of the sampled office workers respondents in adopting work from home scheme as

the basis for enhancing the company’s training and development. This study utilized the

experiences of the office workers in identifying the level of adoption in work from home

scheme in Sutherland Company. The findings of this research were based on pure surveys

only.

The researchers' sample included employees from the BPO Company’s HR, Sales

and Purchasing, and Accounting departments, all of whom work from home. Moreover, the

27
researchers did not have an influence on how the respondents measured their basis of

enhancing the company’s training and development in answering the survey questionnaire,

and it is solely based on their experiences.

Furthermore, the outcomes of the study will be applicable to the respondents and it

will only be used for the stated purpose of this study.

SIGNIFICANCE OF THE STUDY

This study aims to investigate the adoption level of work from home scheme of

sampled office workers of a BPO Company and determine the problems encountered of

work from home scheme. Moreover, the finding of this study is significant because they will

be beneficial to the following sectors.

To the Employees, this study will be used as a guide when working from home

scheme to be aware of the problems or risks when starting a work from home and how

important to develop a sense of belonging in the working from home scheme.

To the Human Resource Office, this study will help them to know how they will

communicate activeness and manage the employee’s productivity in the working from

home scheme.

To the Top-level Management, this research will assist them in determining how to

deal with challenges they may have while working from home so that they can make an

informed decision about how to organize their working from home scheme.

28
 To the Faculty Members, this study will provide them with the ability to function

professionally within an office while working from home, as well as how to cope with

problems that may arise when working from home. It will also inspire them how to interact

well with assistants and co-workers.

To the Students, his study will be beneficial for students who researched the same

studies to enhance the present study.

To the Researchers of this study, it will help them how to deal with obstacles

when working from home and how to be flexible if they wanted to work from home in the

future.

To the Future Researchers, this will act as a reference for doing related research

that may be required in their study. This function will also motivate researchers to engage

in research similar to the current one.

DEFINITION OF TERMS

For a better understanding of this research, the following terms are defined

operationally and conceptually.

Adoption Level refers to the ability measurement on how quickly office workers

adopt the work from home innovation.

BPO Company stands for business process outsourcing in which a company

employs a third-party service provider to perform one or more business operations. In

relation to this study, this was utilized as a sample population to assess the level of

adoption of the work-from-home scheme among office workers.

29
 Compatibility is the degree to which work from home innovation is perceived as

consistent with the existing values, past experiences, and needs of potential adopters.

Complexity is the degree to which work from home innovation is perceived as

relatively difficult to understand and use.

Early Adopters refers to people who are respectable leaders. They enjoy

leadership roles and embrace change opportunities. They are already aware of the need to

change and so are very comfortable adopting new ideas. They do not need the information

to convince them to change.

Early Majority refers to thoughtful people, but they do adopt new ideas before the

average person. That said, they typically need to see evidence that the innovation works

before they are willing to adopt it.

Innovators refers to brave people who want to be the first to try the innovation.

They are venturesome and interested in new ideas. These people are very willing to take

risks, and are often the first to accept the new ideas.

Laggards refers to traditional people. These people are bound by tradition and very

conservative. They are very skeptical of change and are the hardest group to bring on

board.

Late Majority refers to skeptical people. These people are sceptical of change, and

will only adopt an innovation after it has been tried by the majority.

Observability refers to the extent to which the work from home innovation provides

tangible results.

30
 Relative Advantage is the degree to which work from home innovation is perceived

as being better than the idea it supersedes.

Trialability is the degree to which work from home innovation may be experimented

with on a limited basis.

Work from Home is an innovation that office workers experience from transitioning

to work from home, away from their offices.

31
 CHAPTER II

METHODOLOGY

This chapter describes the methods and procedures that the researchers will employ

in the conduct of the study. This section consists of the Research Design, Population and

sampling, Research Instrument, and Data Analysis Procedure to further understand and

scrutinize the study undertaken.

RESEARCH DESIGN

This research employs the quantitative approach, the descriptive - survey research

methodology. Descriptive - survey described categories of information such as gender or

patterns of interaction by simply recording what is being observed or what is being asked

with the specific group under the researchers' study. The population of the study was office

workers of BPO Company. Moreover, descriptive-survey research emphasizes the

interpretation of gathered data or the significance of what is described. It includes studies

and literature that provide information about the present state of the involved variables

(Yazon et a, 2019)

The quantitative-descriptive research design will help the researchers to determine

the Adoption level of work from home scheme of sample office workers of BPO Company

and investigate how quickly the respondents adopted the work from home. To attain this,

the researchers choose to conduct surveys to gather data needed for this research to know

how office workers quickly adopt work from home.

32
 POPULATION AND SAMPLING

Among all the office workers at BPO Company, the researcher focused on the

Adoption level of work from home scheme of sampled office workers of Sutherland

Company. The population of the researchers conducting this study is the office workers of

the Sutherland Company from the Department of Accounting, Human Resource

Department, and Sales and Purchasing Department. They were chosen because they are

the accurate target population of this study. In determining the number of respondents

needed for the research, thirty (30) respondents office workers will be used in the study.

Since the respondents of the study are office employees, our study will be focused

on measuring the extent of adoption level of the working from home scheme among

sampled office workers in a BPO Company. The researchers of this research will gather

data and information from a sample of office workers in Sutherland Company. Cluster

sampling will be used to choose the sample office employees. Separating the population

into subgroups, each subgroup should have characteristics that are identical to the total

study.

A total of thirty office workers from BPO Company, will be chosen randomly, and

they must qualify with certain requirements:

a. Currently working from home in the Sutherland Company.

b. Willingness to be surveyed and give his/her personal information

The respondents of the study will be guaranteed full confidentiality of their

responses.

33
 RESEARCH INSTRUMENT

Questionnaire. Survey questionnaires are the primary technique for collecting data

from the respondents and it is the most common tool used by researchers. Researchers

and office workers were physically unable to work onsite due to COVID-19 and

government limitations. The questionnaires are created online. The researchers acquire

data mostly through Google Forms questionnaires that are to be distributed to the office

workers who are willing to engage in the study and will be receiving Google forms via

Facebook Messenger or e-mail.

Construction. The questionnaires were constructed in an adapted form wherein the

researchers modify questions from different studies and resources, to create and adapt

new questions to fit the context of the study. The research instrument utilized an online

survey questionnaire and it is composed of two parts. The first part contains the

demographic profile of the respondents. This includes the following:

a. Age,

b. Sex,

c. Civil Status,

d. Employment Status, and

e. Number of years in the company?

The second part of the survey questionnaire was designed using the Likert Scale

Format with a four-point response scale. The survey questionnaire will be using closed-

ended questions. The respondents were asked to rate their level of agreement or

disagreement with a statement using a Likert Scale, which was used by the researchers.

34
 The survey questionnaire is focused on the questions regarding the study. This

includes (a.) questions about relative advantage; (b.) Questions about the compatibility of

the innovation; (c.) Questions about the complexity of the work from home innovation (d.)

Questions about the trialability of the work from home adoption level; and lastly (e.)

Questions about the observability of the work from home innovation.

Validation. The researchers' research adviser will check the questionnaire for

accuracy along with the two professional panelists. If the instrument is already valid and

structured in such a way that the findings are accurate to its objective and purpose, the

research adviser will accept it.

Administration and Retrieval of Instrument. The study's proponents will write and

send a request or notification letter to the Team Leader of the Customer Service Delivery

Department to disseminate the questionnaires to the Department of Accounting, Human

Resources, and to the Sales and Purchasing Department which is the department of the

sample population of this study, to allow the researchers to collect information from work

from home office workers and to request a list of office workers who will be chosen to be

the respondents of the proposed study. The researchers will randomly select 30 office

workers from the list, and they will receive google forms with the questionnaire. They will

be asked to use their company’s email to complete the questionnaire honestly and with

integrity to achieve the objective and purpose of the study. To avoid multiple responses,

they are only permitted to answer the questionnaire once. After they completed the

questionnaire, a copy of their responses will be forwarded to the company’s Gmail address

they gave. Their responses will be kept confidential and will be used only for the stated

purpose of the study.

35
 The researchers shall conduct the research study and data collection operations

ethically, following established protocols and regulations, obtaining permission from the

officials involved, and safeguarding the respondents' understudy's confidentiality rights.

DATA ANALYSIS PROCEDURE

The data gathered was statistically treated with the consideration of the following:

1. Percentage

Frequencies and percentage distribution will be used in SOP 1 to know the

number and the corresponding percentage of the different groups in the

demographic profile of the respondents.

Formula: % = F/N x 100

Where:

% = Percentage

N = Total number of respondents

F = Frequency

2. Weighted Mean

The weighted mean will be used in analyzing the data. The data to be

analyzed will be from the SOP 2 where the Likert scale will be used. The formula for

getting the weighted mean is:

x̄ = (Σ xi) / n

36
 The researchers computed the sample mean (x) of the answers per question to

determine the average answer of the respondents.

Where: x̄ = Symbol for mean

∑ = Symbol for summation

x_1= Value of the nth item

N = total number of the respondents

3. Null Hypothesis Statistical Testing

The null hypothesis is a description of the value of a parameter (population), such

as the myu or the population mean (µ) or the population proportion (p). It consists of the

condition of equality and is denoted as H0 or also called H-naught.

4. Analysis of Variance (ANOVA)

Analysis of variance, or ANOVA, is a statistical method that separates observed

variance data into different components to use for additional tests. A one-way ANOVA is

used for three or more groups of data, to gain information about the relationship between

the dependent and independent variables. If no true variance exists between the groups,

the ANOVA's F-ratio should equal close to 1. Analyzing SOP 1 and SOP 2 will be the focus

of the ANOVA test.

37
This is the table for the ANOVA test:

Source of Degrees of Mean Squares

F
Variation Sums of Squares (SS) Freedom (df) (MS)

Between
k-1
Treatments

Error (or
N-k
Residual)

Total N-1

The Formula of ANOVA is:

Where:

SS = Sum of squares

MS = Mean squares

F = F-value

38
 5. T-Test

T-Test will be used to analyze the significant differences between the groups and

variables in the study. The T-test will be used for the inferential question which is the SOP

4. The formula to be used for the T-test is:

Where:

t = t value

x1 and x2 = means of the two groups being compared

s2 = pooled standard error of two groups

n1 and n2 = number of observations

39
 Dear Respondent,

Good Day! We are Bachelor of Science in Office Administration students at the

University of Makati. We are conducting academic research entitled ‘Adoption
Level of Work from Home Scheme from Sampled Office Workers in a BPO
Company’’. In line with this, we ask you to respond as truthfully and completely
as possible. We assure you that whatever information obtained will be used by
the researchers only and will be deemed confidential. We will be extremely
grateful for your kind cooperation.

Sincerely,

The Researchers,

Please provide the following information.

I. Profile of the respondents.

Name: (Optional)
Sex: _Male _Female
Age: _ 20-25 years old _ 26-30 years old
_ 31-35 years old _ 36-40 years old
_ 41 and above
Civil Status: _Single _Married
Employment Status _Employed _Self-Employed
Number of years in a _ 1-2 years _3-4 year
company: _ 5-6 years _7-10 years and above

Please click the check box button on the statements that most likely correspond to
your answer.

Statements Strongly Agree Strongly Disagree

Agree Disagree
Relative Advantage
1. The work from home office workers can
balance work and personal life ☐ ☐ ☐ ☐

2. Work from home adoption can improve

work arrangements for employees. ☐ ☐ ☐ ☐

3. It is easy to identify the start and

multiple tasks that are being performed at ☐ ☐ ☐ ☐
the same time.

4. The adoption of work from home

innovation can help BPO workers to be ☐ ☐ ☐ ☐
competent.

5. Work from home scheme adoption can

save money. ☐ ☐ ☐ ☐

Compatibility
1. Employers provide adequate support to
execute an effective work from home ☐ ☐ ☐ ☐
strategy.

2. Working from home is simple to

incorporate into a BPO company's existing ☐ ☐ ☐ ☐
procedures.

40
3. Working from home is ideally suited to
the kind of employment that exist in BPO ☐ ☐ ☐ ☐
Company.
4. Working from home is decreasing work-
related stress to rest. ☐ ☐ ☐ ☐

5. BPO office workers favoring work from

home measures. ☐ ☐ ☐ ☐

Complexity
1. Lack of inspirational work atmosphere.
☐ ☐ ☐ ☐

2. Lack of mutual trust between employees

and their managers. ☐ ☐ ☐ ☐

3. BPO workers experienced glitches or

dropped audio during video conferences. ☐ ☐ ☐ ☐

4. It is difficult to gain access to work-

related information. ☐ ☐ ☐ ☐

5. Difficulty in engaging and maintaining a

commitment to the organization. ☐ ☐ ☐ ☐

Trialability
1. The BPO workers upgraded their
technology (computer, printer, laptop) to ☐ ☐ ☐ ☐
work from home.

2. BPO workers have all the equipment

they need to work from home. ☐ ☐ ☐ ☐

3. It is safe to work from home than to

work in an office. ☐ ☐ ☐ ☐

4. The BPO workers fully adopted the work

from home scheme. ☐ ☐ ☐ ☐

5. Working from home is more productive

than in the workplace. ☐ ☐ ☐ ☐

Observability
1. Working from home increases
productivity and work satisfaction via ☐ ☐ ☐ ☐
autonomous time management.

2. It's hard to facilitate work from home

employees. ☐ ☐ ☐ ☐

3. Poor telecommunication environment at

home relative to the workplace. ☐ ☐ ☐ ☐

4. Loss of quick communication that is only

possible through face-to-face interactions ☐ ☐ ☐ ☐
with their colleagues at the workplace.

5. There’s no pressure from the boss,

colleagues, and subordinates. ☐ ☐ ☐ ☐

41
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