With the Business Process Outsourcing (BPO) industry encountering problems of high attrition rates, it is critical to explore ways to ensure employee retention. One approach is by developing positive work relationships.
How can this be achieved in the workplace?
Organization Psychology literature emphasizes that organizations benefit when employees experience positive interpersonal relationships in the workplace. These relationships are the key for effective job performance. Relationships like these provide social support and criterion for effective job performance.
One important factor that influences the quality of workplace relationship is the employee’s willingness to self-disclose. Self-disclosure is revealing any information about one’s self that is unlikely to be discovered from other sources. One discloses to let authenticity enter into a social relationship, which is also linked to our well-being and self-concept development.
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The nature of work in the fast growing contact call centers (the biggest sector within the BPO industry) industry is characterized by demanding and dynamic work shifts. Thus, there is moderate time spent on socializing with co-employees. However, the potential benefits of self-disclosure cannot be ignored.
According to a study conducted by Jamandre and Arce (2011) among 100 Filipino customer service representatives (CSRs), et al., self-disclosing promotes high morale. When morale is high, employees approach their work with energy, enthusiasm and increased willingness.