How BPO companies should support employee self-care

How BPO companies should support employee self-care

Wendy Pilar Published on July 24, 2019

Self-care is everyone’s personal responsibility. Ensuring it involves taking on activities that help maintain their health and well-being, enabling them to prevent and manage illnesses caused by an unhealthy lifestyle.

Between an employee’s responsibilities at work and at home, however, maintaining a balance and fully taking care of one’s self can be challenging.

This is why call centers in the Philippines are up to that task, highly prioritizing workers’ health and well-being. As such, they’ve deeply incorporated employee welfare into their company culture. Open Access BPO, for instance, has consistently been implementing different employee development and wellness programs over the years.

Cultivating a culture of self-care in the BPO workplace

Open Access BPO employees enjoying CS Week

Open Access BPO employees enjoying Customer Service Week

The workforce is the heart of any company. For workplaces that require high performance and productivity such as firms in the business process outsourcing (BPO) industry, it’s crucial to build and sustain a culture of self-care. This is because employees here are prone to high levels of stress, especially those in customer support and content moderation.

While the benefits of self-care focus on the individual, it can also impact other people and the environment they’re in. For companies, a culture of self-care means a happier workplace and better performing employees. All this results to low workforce attrition rates and consistently high quality customer experience.

Ways to support employee self-care

To establish a culture of self-care in the workplace, it’s vital to assess which efforts address the physical, mental, and emotional needs of employees. Here are ways that have been found helpful in ensuring employee self-care:

    • Raise health awareness

Providing key health and wellness information through basic awareness initiatives such as weekly health alerts can help educate employees about important health issues. Having access to such information also amps up their health literacy skills to enable them to better care for themselves.

    • Encourage the use of health benefits and participation in wellness programs

Employees must also be encouraged to use their health insurance benefits and participate in wellness programs made available to them.

Open Access BPO Health and Wellness events

Employees, during their break, enjoy a relaxing massage during one of Open Access BPO’s Health & Wellness events.

BPO companies like Open Access BPO take on a proactive stance in empowering their employees to ensure self-care. Aside from providing their employees with health insurance, they also put up health and wellness events where their employees can avail of health services and lifestyle products.

Open Access BPO’s health and wellness programs include physical examinations, blood donation drives, vaccinations, and HIV/AIDS prevention seminar and screening programs. All these were established to reduce the risks of such diseases and improve their overall well-being.

    • Help employees quit unhealthy lifestyle habits

People who exercise unhealthy habits such as smoking and excessive alcohol drinking commonly find it painfully difficult to quit. It isn’t enough to encourage employees to kick the habit, especially when they’ve come to rely on those bad habits to cope with work-related stress.

To aid employees who are trying to move towards a healthier lifestyle, companies may offer free counseling or consultations with health experts who can better help them. They can also work with their employee engagement teams to run stress reduction activities and events.

    • Promote the benefits of having adequate rest

Sleep deprivation can cause damaging effects to a person s mental, emotional, and physical health. Symptoms include palpitations and heartburn, higher levels of stress and anxiety, and lack of optimism. Perhaps, the reason an employee hasn’t been performing well is due to lack of sleep.

To promote having enough rest, plenty of BPO companies have sleeping quarters within the office or a rest area with comfortable recliners where employees can take quick naps during their breaks.

    • Practice mindfulness

Zumba participants at Open Access BPO

Some of the participants of Open Access BPO’s Zumba program.

Being mindful—the human ability to be fully present and aware of existing situations and activities—is crucial in the BPO workplace. After all, tasks rely on the employees’ full attention and their ability to make quick, smart decisions based on information they’ve been given at that exact moment.

Unfortunately, it’s easy to get distracted when people have a lot of things on their mind. Many companies are aware of this risk, hence incorporating mindfulness exercises in their efforts to ensure the well-being of every employee. Providing yoga classes is one of these, as it helps improve the balance between the mind and body. This allows gaining better control of one s thoughts and emotions to create mindful decisions.

    • Celebrate employees’ work

Companies that take time to recognize and appreciate their employees’ work reap the rewards of having productive and happy employees. Whether it’s about being able to positively manage a customer conflict or being part of the team’s cream of the crop, it pays to acknowledge their achievements to let them know they did well.

To ensure employee self-care, companies must identify which aspects must be addressed and are relevant to the needs of their employees. Fulfilling these needs helps create opportunities for higher employee engagement and retention.

Wendy is a Digital Content Specialist at Open Access BPO. She creates content to build awareness around the company's target audiences online including its supported social media platforms. Her articles focus on communicating the Open Access BPO culture to its internal and external clients. Outside of work, she's a photography hobbyist and a sister to five adorable dogs.
Open Access BPO
Open Access BPO9 hours ago
#Email is one of the most important #CustomerService channels.
The key to optimizing it is to ensure that your messages are easy to digest and straight to the point.

Here are 7 tips for effective communication via email:

Let a multichannel #CustomerService expert do the work for you:

#CustomerSupport #CustomerCare
#EmailSupport #MultichannelCustomerService
Open Access BPO
Open Access BPO4 days ago
More than a celebration, #Pride is a commemoration of a violent past that gave light to the LGBTQIA+ community's plights.

We asked some Open Access BPO employees what they resist against and for:

#CelebratePride #Pride #PrideMonth
#PrideMonth2022 #LGBTpride #FBF #FlashbackFriday
Open Access BPO
Open Access BPO5 days ago
After the pandemic restrictions, communities are coming together for #Pride. Open Access BPO is also participating in the Pride festivities tomorrow.

But first, let's take a look back at the multilingual call center's first Pride March in 2019.

#PrideMonth #PrideMonth2022
Open Access BPO
Open Access BPO5 days ago
Cultural sensitivity training is a must in #outsourcing companies, especially for those with global clients and a multicultural workforce.

Here are 5 tips for refining your agents' intercultural communication skills:

Outsource to our diverse team of industry experts:

#CulturalDIversity #inclusivity
Open Access BPO
Open Access BPO6 days ago
Between a #BPO employee's responsibilities at work and at home, fully taking care of one's self can be challenging.
#Outsourcing companies must take on a proactive stance in empowering their employees to ensure self-care:

We take on a proactive stance in empowering our employees:

#EmployeeEngagement #SelfCare
Open Access BPO
Open Access BPO is at Robinsons Summit Center.7 days ago
Robinsons Summit Center
The Philippine Red Cross recently conducted a First Aid and Basic Life Support Training for Open Access BPO employees.

The two-day activity was held in the multilingual call center's new workspace in Robinsons Summit Center in Makati City, Philippines. This is the second training conducted by the non-profit organization for Open Access BPO, helping provide employees with the basic instructions for administering first aid during medical emergencies.

The first training session was held last month:

Learn more about our initiatives and employee engagement activities:

#FirstAidTraining #HealthAndSafety
Open Access BPO