In a fast-evolving world where technology connects people across borders, the Business Process Outsourcing (BPO) industry stands as a pillar of opportunity and economic strength—particularly in the Philippines. For many professionals, working in BPO is not just a job, but a career path that offers growth, global exposure, and financial empowerment.
And yet, even within a thriving industry, there are stories worth hearing—stories that don’t criticize, but seek to understand. This was the spirit of the research presented by Reymart Shan B. Tinosan, LPT, RPm during Research Consciousness Week at La Consolacion College Bacolod. His study, “Perceived Health, Resilience, and Job Satisfaction of Business Process Outsourcing Workers in Bacolod City,” co-authored with Celmarie Joyce Vicentino, was a thoughtful look into the lived experiences of BPO professionals—not to judge, but to listen and learn.
𝙇𝙞𝙨𝙩𝙚𝙣𝙞𝙣𝙜 𝙩𝙤 𝙩𝙝𝙚 𝙒𝙤𝙧𝙠𝙛𝙤𝙧𝙘𝙚
At the heart of Tinosan’s research were three key questions:
How do BPO workers perceive their physical and emotional well-being?
How resilient do they feel in the face of workplace demands?
And how satisfied are they with their jobs?
Through a carefully designed quantitative survey involving BPO professionals in Bacolod City, the researchers sought to understand the interplay between these three aspects of employee experience.
Their findings showed that while many BPO workers reported moderate job satisfaction—a positive indication that they find value in their roles—the same group also showed low scores in perceived health and resilience. In other words, many workers feel fulfilled by the work they do, but are also navigating significant physical or emotional strain.
𝙄𝙣𝙩𝙚𝙧𝙥𝙧𝙚𝙩𝙞𝙣𝙜 𝙩𝙝𝙚 𝘿𝙞𝙨𝙘𝙤𝙣𝙣𝙚𝙘𝙩
What made the findings especially thought-provoking was this: there appeared to be no significant correlation between perceived health or resilience and job satisfaction. Even those who felt physically or mentally fatigued still reported being moderately satisfied with their jobs.
This insight doesn’t imply complacency. Rather, it speaks to the commitment many BPO workers show in their profession—continuing to deliver quality service even in the face of challenges. It also reflects the strong personal values many professionals hold: supporting families, achieving career goals, and building a better future.
𝙍𝙚𝙨𝙥𝙚𝙘𝙩𝙞𝙣𝙜 𝙩𝙝𝙚 𝙍𝙤𝙡𝙚, 𝙍𝙚𝙞𝙢𝙖𝙜𝙞𝙣𝙞𝙣𝙜 𝙩𝙝𝙚 𝙎𝙪𝙥𝙥𝙤𝙧𝙩
Tinosan is clear that his intention is not to critique the BPO sector, but to open conversations around support systems that can strengthen employee wellness. His study points to a valuable opportunity: aligning job satisfaction with stronger health and well-being outcomes.
He suggests that while job satisfaction is a promising sign, companies can further empower their teams by investing in workplace health programs, resilience training, and mental wellness initiatives—steps that benefit not just the employees, but the industry’s long-term sustainability.
𝘼 𝙃𝙪𝙢𝙖𝙣-𝘾𝙚𝙣𝙩𝙚𝙧𝙚𝙙 𝘼𝙥𝙥𝙧𝙤𝙖𝙘𝙝 𝙩𝙤 𝙄𝙣𝙙𝙪𝙨𝙩𝙧𝙮 𝙂𝙧𝙤𝙬𝙩𝙝
In his presentation, Tinosan emphasized that this research is not a verdict, but an invitation—a call to look more closely at the human side of productivity.
His study adds nuance to the conversation around BPO work—highlighting its opportunities, acknowledging its pressures, and pointing toward a future where industry success goes hand in hand with human well-being.