BPO Employees' Adaptation to Technological Change in Dumaguete: Basis for Developing an Intervention Plan

Abstract This quantitative study investigates how business process outsourcing (BPO) employees in Dumaguete City, Philippines, adapt to technological change amidst the evolving demands of the digital workplace. Despite the sector’s significant role in regional economic development, limited research has explored the lived realities and organizational support systems that shape employees’ digital adaptation in provincial BPO hubs. Guided by a descriptive-comparative research design, the study surveyed 377 respondents from three BPO companies: Sourcescrub Philippines, ECE Contact Centers, and SOPHI Outsourcing. The research examined employees’ perceptions of technological change, levels of acceptance, encountered challenges, and the extent of organizational support received. The findings showed that most employees were aware of and accepted digital transformation, but they still faced ongoing issues like feeling tired of technology, not getting enough recognition, and having limited technical skills. Notably, job designation and years of service were found to significantly influence levels of technology acceptance. These insights served as the basis for the development of a structured intervention plan aimed at promoting digital resilience, improving organizational responsiveness, and supporting sustainable workforce transformation in Dumaguete’s BPO sector. Keywords: BPO sector, digital transformation, organizational support, technological change