Factors Influencing the Jobseekers in the National Capital

Region (NCR) to Opt-Out of Higher Studies and Work in

BPOs Following High School
Janice T. Dollosa
National University – Manila
College of Education, Arts, and Sciences
Bachelor of Arts in Communication
Manila, Philippines
dollosajt@students.national-u.edu.ph
Crystelle Joyce V. Buan
National University – Manila
College of Education, Arts, and Sciences
Bachelor of Arts in Communication
Manila, Philippines
buancv1@students.national-u.edu.ph
Marlo H. Revillosa
National University – Manila
College of Education, Arts, and Sciences
Bachelor of Arts in Communication
Manila, Philippines
revillosamh@students.national-u.edu.ph

Andrea Julia E. Clariza Monica Mae V. Samson Levi Christian L. Hidalgo

National University – Manila
College of Education, Arts, and Sciences
Bachelor of Arts in Communication
Manila, Philippines
clarizaae@students.national-u.edu.ph
National University – Manila
College of Education, Arts, and Sciences
Bachelor of Arts in Communication
Manila, Philippines
samsonmv1@students.national-u.edu.ph
National University – Manila
College of Education, Arts, and Sciences
Bachelor of Arts in Communication
Manila, Philippines
hidalgoll@students.national-u.edu.ph

Syd Dehnzel I. Ponferrada

National University – Manila
College of Education, Arts, and Sciences
Bachelor of Science in Psychology
Manila, Philippines
ponferradasi@students.national-u.edu.ph

Abstract—The Philippines' BPO industry has grown
significantly over the last decade and has now cemented itself as
a global leader. And as a result of its progress, it has become the
primary target of jobseekers. The primary objective of the
research was to ascertain the underlying elements that influence
job applicants' decisions to skip further education in favor of
working in the BPO industry. This research employed a
descriptive methodology, with 105 respondents representing the
target population in the National Capital Region (NCR). The
study included a combination of qualitative and quantitative
methods and distributed an online questionnaire to target
respondents who were chosen by snowball or chain-referral
sampling. The quantitative data were described and interpreted
using frequency counts, percentages, and means. The open-
ended statements were recorded and analyzed for emergent
themes in the qualitative replies. The findings indicate that the
majority of responders are single, female, and college
undergraduates who were not able to complete their degree. The
research revealed that jobseekers' decision to forsake higher
education in favor of BPO is impacted by social and political
reasons such as poverty, unequal access to opportunities,
minimum pay, etc. The research study’s conclusions and
recommendations were also discussed.
Keywords—factors, motivation, BPO, jobseekers, students, high
school, call center, employment
II. INTRODUCTION
A. Background of the Study
Fifteen years and older are considered to be of legal working age in
the Philippines. Despite the fact that 15 years old is the lowest
employable age, the majority of firms still demand their applicants
to have completed at least a high school diploma. As completion of
high school is the primary qualification for job candidates, the
researchers were interested in learning more about the possible
profession options of jobseekers who had completed senior high
school or had recently completed senior high school.
While the food industry and the manufacturing industry account for
the majority of employment opportunities, the Business Process
Outsourcing (hereafter, BPO) industry is the most prominent. The
BPO sector in the Philippines, according to Sourcefit [4], is the
country's largest private employer, accounting for over 1.3 million
direct jobs in 2017.
According to Pratt and McLaughlin [3], BPO is a business technique
in which an organization contracts with an external service provider
to undertake an essential business operation. It is different firms that
partner with different BPO providers depending on their need,
whether it is for back-office assistance or IT (Information
Technology)/Technology Support in their organization. Customers
service representative positions are well-known in the Philippines'
BPO industry. However, the BPO industry is more than just
customer service; they also have numerous accounts that cater to the
various demands of their partner organizations.
In a related study by Castro and Deluna [6], which discusses
the factors influencing call center job preferences among employees
in Davao City, it is stated that approximately 51.3 percent of call
center agents are college level, with some having ceased studies and
others being working students. Furthermore, according to Pobre [7],
in his study on the motivational factors of SHS graduating students
to work in a BPO company, he observed that, in addition to family
influence, a significant factor in the study was influenced by peer
influence, which significantly influenced the decision of SHS
graduating students to work in the BPO industry.
According to the findings of Anand et al [2], among other industries
in the Philippine labor market, information and communication
technology-based business process outsourcing (IT-BPO) has the
highest employment generation potential due to its rapid growth
over the past few years and its projected growth over the next five
years. Additionally, it is stated in the same research study that the
new curriculum, which is the K-12 curriculum, plays a significant
role in the high employment generating potential.
Because of the courses that have been considered for inclusion in
the new curriculum, it provides students with the skills and
information that they will require if they ever choose to seek
employment following high school graduation in the new
curriculum. After leaving high school, the assertions made in the
study are borne out by current occurrences in the BPO business,
which prompted us to undertake this research in order to learn about
the other elements that influence young people's decision to pursue
a career in BPO after finishing high school.
B. Objectives
The primary objective of the research is to explore the factors that
influence job applicants' decisions to forego higher education in
favor of work in the BPO industry. Simultaneously, the study will
attempt to ascertain why the BPO industry is the primary
professional choice for jobseekers following completion of their
secondary education.
Specifically, this study aims to:
1) Describe the sentiments of jobseekers in choosing the BPO
industry.
2) Identity the possible factors why the BPO industry is their
preferred job.
3) Determine the potential means why they chose to work at a
young age instead of pursuing and prioritizing study.
C. Research Gaps
In the current study, the proponents of the study have identified
specific research gaps as follows:
1) Insufficient research has been done to yet on the factors
that lead jobseekers’ decisions to choose BPO jobs over
higher education following high school graduation.
2) The current research studies only looks at regular
employees and their reasons for working in the BPO
industry. They make little attempt to understand the
motivations of those between the ages of 18 and 24,
particularly those who are not in education or training.
D. Description of the Research Study
Initially, jobseekers sought employment in other industries, but with
the growth of the BPO industry, employment in the BPO industry
has increased significantly. Due to the prominence of employment
in the BPO industry, even recent high school graduates picked BPO
as a career choice. And with the BPO business's high employment
generation, there are other reasons why young job seekers chose the
BPO industry. The purpose of this case study is to examine the
factors that influence job applicants who have recently completed
high school to pursue careers in the BPO industry.
To accomplish this, the researchers planned to examine the factors
by conducting a survey of a specific location and population. The
National Capital Region and individuals who are working students
or just graduated high school students who choose a career in the
BPO business over pursuing a college education will serve as the
foundation for the current study. The researchers would examine the
survey data and be able to describe the motives and motivations of
young job seekers in the BPO industry based on the questionnaires
provided. With that said, this case study is descriptive research that
tries to examine the components that contribute to a certain event
and use them to explain why such employment scenario occurs.
E. Theoretical & Conceptual Framework
The research will be analyzed using three conceptual frameworks,
namely structural functionalism, Neo-Marxian theory, and Agency-
Structure Integration Theory, in order to demonstrate the wide range
of theoretical perspectives to solidify the current study. To gain a
better understanding of jobseekers' intentions when they choose
BPO jobs over further educational learning or other job domains, as
well as the factors that influence these decisions, it is critical to
conduct this conceptual and theoretical analyses.
1) Structural-Functionalism Theory: According to structural
functionalists, based on Britannica [5], society tends toward
balance and social order. They regard society as a human
body, with institutions such as education serving as critical
organs responsible for keeping the society/body healthy
and operating properly. Social health is identical with social
order, and it is ensured when the majority of members of a
society adhere to its broad moral standards. As a result,
structural functionalists claim that significant institutions
such as education exist to socialize children and
adolescents. Socialization is the process by which a new
generation gets the knowledge, attitudes, and values
necessary to act as productive citizens. While this objective
is mentioned in the formal curriculum, it is mostly achieved
through "the hidden curriculum," a subtle but effective
indoctrination of societal norms and values. These values
are taught to pupils beginning with the way their behavior
is regulated at school and continuing until they internalize
and accept them. On the other hand, education must serve
a distinct purpose. As various roles become vacant,
qualified personnel must be recruited to fill them. As a
result, another objective of education is to classify and rank
individuals in order to position them in the labor market.
High performers would be trained for the most vital jobs
and compensated accordingly.
The Department of Education (DepEd) created the SHS
program to produce graduates who are prepared for higher
education and who can start their own businesses or find a
job without a college credential. It is included in the K-12
improved basic education program, which was enacted in
2013 with the purpose of developing productive and
responsible individuals equipped with the required abilities,
skills, and values for lifetime learning and employment. As
a result, the majority of high school graduates opt to work
rather than continue their education in order to contribute
to society and support their family. And, as BPO firms
sprouted up around the Philippines and the industry
developed into a thriving and stable one, it created
possibilities for high school graduates to get work
experience and contribute to economic progress.
2) Neo-Marxian Theory: Neo-Marxian Theory is a Marxist
philosophical position that encompasses a twentieth-
 century paradigm that reforms or extends Marxism and
Marxist philosophy, generally by adding aspects from other
areas of knowledge such as critical theory, psychoanalysis,
or existentialism.
Factors
Educational policy is critically examined in terms of how it affecting Final
Demographics
jobseekers' outcomes:
supports the interests of the social elite and those who decisions
control production under Marxist and neo-Marxist
philosophy. The establishment of state control and
• Age • Finish your • Conclusions
capitalist ideas through education, in this view, results in a • Location schooling and • Recommendations
• Gender Identity instead work in the
continuous stream of workers being fed into an assembly BPO industry
• Marital Status
line. As a result, education is not seen as neutral, but rather • Highest • Choose the BPO
industry over other
as a component of the hegemonic process that establishes Educational industries
Attainment
and perpetuates social class differences for the benefit of a • Digging into the
jobseekers'
select few. thoughts

The Neo-Marxian philosophy, as mentioned by Macfarlane

et al. [1], posits that education propagates and validates
class inequality in the sense of shaping social groups to
cause conflict on academic attainment in relation to
intellectual ability and hard work. To elaborate on this
point, as shown by Thompson [8], it has been the trend in
recent years to see working class youngsters graduate with
lower qualifications and land in lower-paying working
class positions. Middle-class children, on the other hand,
receive greater educational opportunities and ultimately
land middle-class jobs with higher wages. And while
learners are told everybody has an equal chance of
succeeding, there are a number of obstacles, both
socioeconomic and political, that can prevent this from
occurring. At its core, education becomes the basis for
future decisions and has the potential to significantly
influence the consequences of each learner's life after high
school, including their personal and professional
perspectives.
Figure I provides a conceptual framework illustrating the factors
affecting influencing the jobseekers in the National Capital Region
(NCR) to opt-out of higher studies and work in BPOs following high
school.
To comprehend the current study's objectives, it is necessary to
examine the respondents' demographic profile, as well as the reasons
and/or circumstances that prompted job seekers to forego education
and work in BPOs. Additionally, an in-depth examination of their
motives for choosing BPO over other industries was initially
explored in order to completely comprehend the current study.
Additionally, the respondents' comments, ideas, and other views
were studied in order to elicit underlying themes in their decision
and to eventually create what needs to be addressed. The final
outcomes will include the researchers' conclusions and
recommendations.

3) Agency-Structure Integration Theory: There are G. Importance of the Study

consequences for education in that structuration theory
suggests a way of reconciling this duality, which has
ramifications for educational practice. The opposing
arguments between the individual and society, between
inevitability and philanthropy, between structure and
movement, and so forth, are addressed with by disputing
that they really are in conflict. At the very same time, social
hierarchies are both created by human initiative and the
very means through which this structure is carried out. In a
society context, people, because they are aware of how to
think and act, add value to the constant development and
reproduction of the social order of norms by their
behaviors.
According to Willmott [9], the interplay between the actor
and the structure is the focus of the agency-structure
method, which focuses its analysis on this interaction. In
this framework, education and the status of students, as well
as organizations and their employees and jobseekers, may
be viewed as a form of risk that has an impact on both the
individual and society as a result of their actions. Its
adoption in the study aims to demonstrate the relationship
between the self and society in the context of jobseekers'
motivation to leave education and work immediately in the
BPO business for a variety of underlying elements, reasons,
and experience, all of which are discussed in this paper.
The results of the survey will be utilized to unearth the underlying
motivations of youngsters who are not in school or working who
want to pursue professions in the BPO sector, which has already
proven itself as a viable solution for long-term economic growth in
the Philippines as a nation.
As a result of this information, we can make connections and gain
insight into whether the youth will fare better in the BPO industry,
or whether we can do more to support higher educational learning
or a more diverse range of work prospects for young people.
III. METHODOLOGY
A. Research Design
The research study made use of both qualitative and quantitative
research methodologies, which will aid in the collection and
interpretation of the responses from the study participants.
Descriptive statistics were used for the quantitative method, which
provides a summary of data and includes measures of means,
frequencies, and percentages of the total data set. Using open-ended
questions, the qualitative portion of the research will provide an in-
depth look at the thoughts and opinions expressed by respondents,
which will be analyzed in greater depth. Each and every piece of
information received for the study was gathered through the use of
an online questionnaire that was then subjected to analysis and
interpretation.
B. Data Sources & Sampling
An overall number of 105 respondents were invited to take part in
the questionnaire. The respondents of the survey are jobseekers,
regardless of their age or sexual orientation, who chose not to pursue
further education and instead worked in business process
outsourcing (BPO) in the National Capital Region (NCR).
The respondents were a diverse group of jobseekers who had made
the decision to forego further schooling in order to work in the BPO
industry. As a result, the participants of the survey were selected
using a snowball or chain-referral sampling method. Initial
responses were obtained through personal contacts, and the
researchers asked those who took part in the questionnaire to
forward it on to their former coworkers and/or acquaintances who
worked in the BPO industry. This was accomplished by either
providing them with a link or QR code that directed them to an
online survey form.
C. Selection of NCR (National Capital Region) as
population/sampling source
Because of the high concentration of business process outsourcing
(BPO) enterprises in the National Capital Region (NCR), the
researchers chose the region as the site for obtaining responses for
the study. Among the many BPO businesses that are well-known to
job searchers are Concentrix, Cloudstaff, SITEL, Sykes,
Teleperformance, Transcom Asia, Alorica, and TTEC. Furthermore,
the bulk of BPO workers, as well as the researchers, reside in
Manila, making the selection of the NCR (National Capital Region)
as the population/sampling source for the current study the most
optimal and realistic alternative.
D. Research Instrument
The Google Forms application was used to produce the online
survey. It is an online survey administration program that is featured
as part of the Google Docs Editors package, which is available for
free on the web and is provided by Google. Aside from the fact that
it is free, this client was chosen because the dashboard is simple to
comprehend and also use, and the answers get a real-time update.
The questionnaire is organized into three sections, each of which has
a combination of 11 closed- and open-ended research questions. The
first section consists of six questions about the respondent's
identifying information and demographic characteristics. The
second section consists of questions pertaining to the variables that
influenced the respondents' choice to abandon school and get a job
in the BPO industry. The third and last section consists of questions
that ask about their ideas and opinions regarding the study as well
as other probable explanations, as well as their criticisms and/or
recommendations concerning the current situation.
The online questionnaire was launched on February 24, 2022, and it
remained open until February 27, 2022, at which point it would be
closed. The poll was officially closed when the 107th responder
answered and submitted it.
E. Data Gathering Procedure
The researchers started by designing an online questionnaire,
created through Google Forms, which they then distributed through
a network of referrals. The study made use of an online
questionnaire that took into consideration the demographics of the
intended respondents as well as the current state of the COVID-19
pandemic. As part of the review process, the researchers went over
every section of the study questionnaire to confirm that each
question was matched with and relevant to the participants.
The participants in the study were sent a link or a QR code that
directed them to the online questionnaire. In addition, the
researchers conceptualized a publication material which included
the link and/or QR code for posting. The researchers used social
media platforms to promote the survey link in order to reach the
number of target responses to 107.
It was immediately followed by data tabulation through Microsoft
Excel to organize and classify all information gathered from the
survey in preparation for data analysis and discussion. Based on the
information retrieved, the researchers have come up with the
conclusions and recommendations for the present research that were
in line with the findings.
F. Data Analysis Procedure
The information acquired by the researchers through the online
questionnaire form will be transcribed, examined, and interpreted.
Frequency counts, percentages, and means were employed to
describe and interpret the quantitative data. The open-ended
transcripts were collected and subjected to content analysis in order
to uncover emergent themes from the qualitative responses.
G. Statistical Treatment of Data
A three-phase structure has been established for this investigation.
Phase I entails the identification and characterization of jobseekers,
primarily those who have chosen to forego higher education in order
to pursue employment in the BPO business. This provides
information about the respondents' socio-economic and
demographic characteristics. Phase II involves determining the
factors that influence their decisions to leave school and work in the
sector of business process outsourcing (BPO). Phase III consists of
a content examination of the comments and recommendations
supplied by the responders.
1) Phase 1 – Respondent Profiling: The profile of the research
participants was accomplished through the use of
descriptive statistics. The information acquired from the
demographic profile of the respondents, which included
their age, gender identity, place of residence, and highest
educational attainment, is tabulated in the following table.
The following formulae are used to calculate the frequency
and percentage distribution of the demographic data:
a. Frequency Distribution – used to display the
frequency of occurrence of each likely outcome
of the respondents' profile
b. Percentage Distribution – used to demonstrate
the proportion of respondents who selected a
certain piece of data relative to the total number
of respondents.
 Formula: both quantitative and qualitative data analysis, are used to guide the
𝒇 data analysis and interpretation.
P = x 100
𝒏

where: 1) Demographic Profile Analysis

P = Percentage
f = Frequency TABLE I.
n = Total number of respondents FREQUENCY AND PERCENTAGE DISTRIBUTION OF
100 = constant
RESPONDENTS IN TERMS OF AGE

5) Phase 2 – Determinants of Jobseekers’ Decision: A Likert Age Frequency Percentage (%)

Scale was used to compute and analyze the responses of 18-25 years old 85 79.44%
the participants in terms of their agreement or 26-33 years old 10 9.35%
34-41 years old 9 8.41%
disagreement with a certain issue or proposition. The 42-49 years old 2 1.90%
following arbitrary scales and verbal interpretations were 50-57 years old 1 0.90%
used: n = 107 100%

Likert Scale Arbitrary Scale
5 4.01–5.00
4 3.01–4.00
3 2.01–3.00
2 1.01–2.00
1 0.01–1.00
Verbal Interpretation According to Table I, individuals between the ages of 18 to 25 have
Strongly Agree
Agree
the highest proportion, while those between the ages of 26 to 55 have
Neutral the lowest. This indicates that all respondents have reached the legal
Disagree age of employment.
Strongly Disagree

TABLE II.
a. Weighted Score – used to describe the average of FREQUENCY AND PERCENTAGE DISTRIBUTION OF
a collection of variables, each of which has a RESPONDENTS IN TERMS OF GENDER IDENTITY
different degree of significance. It is the sum of
all weighted values times the number of Gender Identity Frequency Percentage (%)
Male 20 18.70%
responses. Female 58 54.20%
LGBTQQIP2SAA+ 29 27.10%
Formula: n = 107 100%

WS = Ʃ (N  V)
WS = N1(V1)+N2(V2)+N3(V3)+N4(V4)+N5(V5) According to Table II, 27.10% of the population is male, 54.20% is
female, and 18.70% is LGBTQQIP2SAA+. This indicates that the
where:
WS = Weighted Score majority of responders to the poll are female.
N = Number of responses in Likert Scale
V = Value of Likert Scale (5,4,3,2,1) TABLE III.
FREQUENCY AND PERCENTAGE DISTRIBUTION OF
b. Weighted Mean – showed the calculation that RESPONDENTS IN TERMS OF LOCATION
takes the varied degrees of significance of the
Location Frequency Percentage (%)
numbers in a data set into consideration. A Binondo 1 0.93%
weighted average is calculated by multiplying Caloocan 2 1.87%
each value in the data set by a predefined weight Ermita 0 0.00%
before performing the final computation. Intramuros 9 8.41%
Malate 2 1.87%
Paco 2 1.87%
Formula: Pandacan 3 2.80%
Port Area 2 1.87%
𝑾𝑺 Quiapo 4 3.74%
̅=
𝒙
𝒏 Sampaloc 24 22.43%
San Andres 3 2.80%
where: San Miguel 3 2.80%
WS = Weighted Score San Nicolas 1 0.93%
n = Total number of respondents Santa Ana 4 3.74%
Santa Cruz 6 5.61%
6) Phase 3 – Content Analysis on Respondents’ Opinions: Santa Mesa 6 5.61%
Tondo 7 6.54%
The open-ended transcripts collected at the last part of the Quezon City 11 10.28%
online questionnaire were all subjected to in-depth Muntinlupa 3 2.80%
analysis to identify further emerging themes in regard to Las Piñas 3 2.80%
the respondents’ thoughts on the current research study. Makati 1 0.93%
Mandaluyong 1 0.93%
Each response on the three open-ended questions were Novaliches 1 0.93%
reviewed and grouped together to make a unified thought Parañaque 3 2.80%
which will represent the majority of the respondents. Taguig 1 0.93%
Valenzuela 4 3.74%
n = 107 100%
IV. RESULTS AND DISCUSSION
Corresponding to Table III, the majority of respondents live in
This part will provide a summary of the findings obtained from the
Manila, specifically in Sampaloc (22.43%), with the lowest residing
primary instrument used in the study, which will be explored in
outside the city.
further detail later. The results of the questionnaire, which includes
 GRAPH II.
TABLE IV. FREQUENCY AND PERCENTAGE DISTRIBUTION OF
FREQUENCY AND PERCENTAGE DISTRIBUTION OF RESPONDENTS IN TERMS OF THE FACTORS THAT CONTRIBUTED TO THE JOBSEEKER’S
RESPONDENTS IN TERMS OF MARITAL STATUS DECISION TO CHOOSE BPO OVER OTHER INDUSTRIES

Marital Status Frequency Percentage (%)

Single 85 79.44%
Married 10 9.35%
Common Law/Live-In 10 9.35%
Widowed 0 0.00%
Divorced/Separated 2 1.87%
n = 107 100%

Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11 Q12 Q13 Q14 Q15

As per Table IV, the majority of respondents are single, with the
Strongly Agree Agree Neutral Disagree Strongly Disagree
fewest are either divorced or separated.

TABLE V.
FREQUENCY AND PERCENTAGE DISTRIBUTION OF Graph II illustrates the several reasons why respondents prefer the
RESPONDENTS IN TERMS OF HIGHEST EDUCATIONAL ATTAINMENT
BPO industry to other sectors. The primary factors that lead to their
Marital Status Frequency Percentage (%) selection in the 40% or higher range are that it offers a higher salary
Elementary 1 0.93% despite the lack of a degree and that BPO fosters inclusivity and
Junior High School 10 9.35% diversity by accepting applications regardless of gender. The only
Senior High School 29 27.10%
College (Undergraduate) 50 46.73% reason they score lower than 30% is that they consistently
College 8 7.48% demonstrate a passion for customer service and their staff appear
Out-of-School 9 8.41%
n = 107 100%
calm when speaking English.

TABLE VI.
According to Table V, the majority of respondents obtained an EVALUATION OF THE FACTORS AFFECTING THE RESPONDENTS’ DECISIONS TO LEAVE
college (undergraduate) degree, while the fewest obtained an SCHOOL AND WORK IN THE BPO INDUSTRY
elementary diploma.
Total
Average Descriptive
Indicators Weighted
2) Contributing Factors Analysis Weighted Mean Rating
Score
1. I felt a huge pressure
GRAPH I. from my peers because
353 3.29 Agree
FREQUENCY AND PERCENTAGE DISTRIBUTION OF they have decided to work
RESPONDENTS IN TERMS OF THE FACTORS AFFECTING THE RESPONDENTS TO LEAVE in the BPO industry.
SCHOOL AND WORK IN THE BPO INDUSTRY 2. I am demotivated
academically and chose to
work in the BPO industry 364 3.40 Agree
instead of continuing with
my studies.
3. Due to lack of finance
to support my studies, I
stopped schooling and 410 3.83 Agree
pursued work in the BPO
industry.
4. I felt lazy to continue
Q1 Q2 Q3 Q4 Q5
school and wanted to
Strongly Agree Agree Neutral Disagree Strongly Disagree explore the professional 358 3.34 Agree
world starting with the
BPO industry.
5. I just decided to work
In Graph I, the researchers discussed the possible reasons why in the BPO industry for
experience and build my 421 3.93 Agree
jobseekers would choose to work in the BPO industry rather than personal and professional
pursue further education. credentials.

According to the graph, the most frequently cited reasons for

choosing to work in the BPO industry are a lack of financial support
and a need for experience based on their personal and professional
credentials. The least of the provided statements is that they are
under peer pressure and are lazy in pursuing their studies.
Table VI summarized the variables influencing respondents'
decision to forego school and pursue job in the BPO industry. The
majority of respondents work in the BPO industry to get expertise
and enhance their qualifications. The least significant predictor,
accounting for 3.29% of the average weighted mean, is that they felt
huge pressure from peers because they already have worked in BPO
industry.
 TABLE VII. 3) Content Analysis on Respondents’ Perspectives
EVALUATION OF THE FACTORS THAT CONTRIBUTED TO THE JOBSEEKER’S DECISION TO
CHOOSE BPO OVER OTHER INDUSTRIES
The third section of the survey questionnaire intended to elicit
Total further thoughts and/or suggestions from the research participants
Average Descriptive
Indicators Weighted using essay-style questions in the form of a questionnaire.
Weighted Mean Rating
Score
1 I firmly believe that
BPO is a good training When survey participants were questioned about the factors that
ground to boost my 474 4.42 Strongly Agree influenced their decision to leave school and pursue a career in the
confidence and improve
my communication skills. BPO business, the following were the top ten responses (in no
2. BPO companies pay a particular order) they gave:
higher salary despite not 460 4.29 Strongly Agree
being a degree holder.
3. I have been heavily 1) Salary and stability in the BPO industry
influenced by my parents,
391 3.65 Agree 2) Financial challenges due to school fees
siblings, and relatives to 3) Difficulty of finding suitable jobs based on the completed
enter the BPO industry.
4. I think BPO employees university/college degree
look and sound cool 4) Discrimination during job application
because they are very 405 3.78 Agree 5) Pressure from family and peers
fluent in English as their
communication medium.
6) Fear of economic incompetence
5. I saw a BPO 7) Additional professional experience
advertisement and was
398 3.71 Agree 8) Supplementary source of salary or finances
immediately attracted to 9) Job availability during the pandemic
the job posted.
6. I always have the heart 10) Flexibility of job offer despite lack of academic
and passion to assist credentials
397 3.71 Agree
customers and
communicate with people.
7. I have always noticed
On the basis of the top ten replies, it is clear from the examined data
that the BPO companies that the vast majority of respondents struggled financially, were
444 4.15 Strongly Agree
are always hiring and in- under to pressure from family and peers, and saw BPO as a reliable
demand.
8. The BPO industry source of income during the pandemic.
accepts employees who
461 4.30 Strongly Agree
do not have any working
experience.
During the second question, the researchers inquired as to whether
9. BPO jobs offer night or not the respondents believed that their decision to leave school
453 4.23 Strongly Agree
shifts to employees. and pursue a career in the BPO industry had been impacted by social
10. I think it is easier to
apply and get hired in the
and political circumstances in their home country. Poverty,
471 4.40 Strongly Agree
BPO industry compared unemployment, uneven opportunity, and other social issues were
to other work industries. considered, whereas political factors included economic progress,
11. BPO accepts job
applicants regardless of 457 4.27 Strongly Agree foreign influence, the minimum wage, youth education and training,
their age. and minority treatment, among other factors.
12. BPO cultivates
inclusivity and diversity
470 4.39 Strongly Agree Based on the questions, the responses of the participants were
by accepting applicants
regardless of their gender. divided into two categories: yes and no. All those in disagreement
13. Most BPO jobs do not
have any paper works,
with the posted question stated that their decision was only
441 4.12 Strongly Agree
specifically in non-voice motivated by the desire to enhance their professional experiences
BPO. and strengthen their credentials in preparation for any future
14. My decision has been
heavily dictated by peer 356 3.32 Agree employment opportunities, whether outside or inside the BPO
influence or pressure. industry. However, those who agreed stated that their judgments
15. Jobs in the BPO
were highly impacted by a combination of social and political
industry provide better
458 4.28 Strongly Agree factors, such as high school tuition costs, poverty, unequal access to
benefits than the other
work industries. opportunities, the minimum wage, and discrimination against
minorities.
The factors that impacted respondents' decision to select BPO over
The final question attempted to learn more about the respondents’
other industries are summarized in Table VII. It reveals that the most
perspectives on the present study being performed, as well as their
critical component, as expressed by 4.42 percent of respondents,
opinions on how the government and other concerned local agencies
was that it assisted them in developing confidence and improving
may assist the respondents in obtaining their first paid job after
their communication talents. While the lowest scored 3.32 percent,
graduating from college.
demonstrating that peer pressure is a factor.
In their responses, the vast majority of participants expressed
concern about the lowering of standards by businesses and other
organizations, as well as the government's accountability in
addressing these issues. On the first half of the survey, respondents
stated that they were unable to get past step one – the resume review
– because of the high standards demanded by the organization,
despite the fact that a large percentage of employees were
exceptionally skilled.
The respondents also stated that the government should be held
accountable for steadily increasing the number of job possibilities
available to job seekers so that the country's high unemployment rate
can be handled in a timely manner. In addition, the respondents
responded that the government should take measures to ensure that
everyone has greater access to education and work, and that, in terms
of equality, the provincial and municipal rates should be the same.
V. CONCLUSIONS & RECOMMENDATIONS
There is a particular emphasis in this study on identifying and
discussing the important elements that impact a respondent's
decision to skip further education and pursue a career in the business
process outsourcing industry. Some respondents claimed that they
were working in addition to the financial difficulties that were cited
as the primary reason for not attending school because of personal
problems. The BPO industry is also considered to be stable, as
opposed to other industries where there are no 6-month contracts or
other contracts with a set termination date, according to the survey
questionnaire respondents. Employees at business process
outsourcing (BPO) companies enjoy a predictable work
environment. Predictable income is also possible since you are
aware of your earnings in the first place and because no one has the
ability to change them. Additional responses stated that the BPO
industry provides equal opportunities for degree holders and non-
degree holders, and that it also encourages the participation of non-
binary and transgender individuals in an environment free of
discrimination and prejudice.
In accordance with this, the researchers have made the following
recommendations in order to assist job seekers in their academic and
professional endeavors:
1) This study will inspire future scholars to conduct additional
research on the factors that influence young adults'
decision to drop out of school and pursue careers in the
BPO business. Individuals residing inside the National
Capital Region were surveyed for this study. Future
researchers can do research outside of the NCR or rural
areas, where their motivations may be different, as some of
the sites are provincial. Additionally, Pampanga, Davao,
Cebu, Laguna, Baguio, and Dumaguete are among the
Philippines' top outsourcing cities. They could include the
factors that contributed to these cities' transition into BPO
centers despite their geographic distance from the National
Capital Region.
2) According to the study questionnaire, the most frequently
reported reason for not continuing their studies is a lack of
financial aid. This study will assist government officials in
determining why young people pursue employment even
though they have not completed their degrees. The
government should give educational opportunities or
efforts to encourage young adults to continue their studies
and to resist the pressure to do so at a young age. The
government should fortify its relationships with
educational institutions in order to address the growing
problem of out-of-school youngsters.
3) This study will assist youths in determining which variables
impact their decision not to pursue education, employment,
or training. The survey also revealed the advantages of
choosing BPO over other businesses for non-degree
holders. This will assist jobseekers and other beneficiaries
in obtaining a job because it gives a variety of information
on the benefits of choosing BPO.
Working in a BPO setting may appear to be a dead-end or low-end
job in the eyes of others; yet jobseekers of all ages and educational
backgrounds are increasingly looking to BPO as a means of escaping
poverty and unemployment these days. To elaborate, the BPO
industry provides a benefit to the economy, and as time progresses,
it continues to provide more employment chances, which can
contribute to the reduction of the unemployed population's
proportion. As a result, jobseekers gravitate to the BPO industry,
often abandoning their education altogether, to shield themselves
and their family from the myriad of socioeconomic and political
concerns that surround the educational system and the BPO sector.
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