The Business Processing Outsourcing (BPO) is the fastest growing sector in the Philippine industry today. Millions of Filipinos are employed in this industry and BPO is one of the key players in the country’s economic growth.
With over a thousand companies related to this line of business, this leaves a lot of opportunities for employees to move from one company to another, trying to find what fits their needs the best.“Call center hopping” is very common in the industry. One of the key drivers of high attrition is competitive compensation, benefits, company culture and opportunities for growth. A majority of the employees who have worked for the biggest companies in the industry feel they are less motivated to stay due to lack of development on their personal and career growth. It is a challenge for a big company to have individual and personal connection with its employees because of the massive volumes of employees they have.
This is one of the differentiating aspects of CBE Companies, PH. We have infused the CBE culture to our office in the Philippines with the Filipino culture. This has created a fusion of sorts and makes the culture unique amongst all BPO companies in Manila. The assimilation to our company and culture begins on Day 1 for all employees. Introduction to our company culture begins when they are interviewed and they step into our facility. They are welcomed by the HR team and undergo Orientation, which introduces them to the company, the members of the HR team, and the benefits of the company which include our culture and our focus on people. Throughout their first day with CBE, they are welcomed by supervisors, the manager, and the directors. New employees feel more in touch with our company and its employees. We personalize our interactions to them.
CBE starts their training with assimilating its culture to its new hires from day one. The company’s core values and its uniqueness are introduced and discussed. Through the interactions with different members of management, their trainer, and HR throughout their first week of new hire training, there is a sense of belonging from the very beginning. They are not just another warm body in a seat but an individual that is valued as a person and as an employee. A component of the new hire class is that I visit the class and have a discussion with the new hires. I allow them time to get to know them as well as give them time for Q&A so they can get to know me and the company. Once they are ready for the production floor, we have each supervisor meet with their new team members to welcome them and help them transition.
In addition, the company instills continuous improvement with every individual working in the company. There is constant individualized feedback from their immediate supervisor and direct interaction with the senior leaders of the company which gives employees a sense that they matter in the organization. This inspires and motivates employees to develop themselves and improve on their assigned work. Open door policies and the regular employee survey that the company conducts is another unique aspect of CBE that drives loyalty to our company, as this is not a common thing with other companies in the industry. Being able to be heard and share their ideas, creativity, and possibly partake in the change driven by these suggestions makes them feel that their input matter, thus, employees feel more empowered as active and important members of the organization. The sense of belongingness drive employees to continually perform and drive for improvement.
There is a commitment to servitude leadership, not only managing people but making them a better version of themselves in the office and in their personal lives. They see this through their daily interactions with us and their work. The most significant assimilation factor in the PH offices is our current employees. They share stories amongst themselves and help onboard and welcome new employees.