Factors Influencing the Emotional State of BPO Customer Service Representatives in a Provincial Setting

This study examines the emotional well-being of 102 Business Process Outsourcing (ΒΡΟ) Customer Service Representatives (CSRs) at Company X. Grounded in Affective Events Theory and leadership support literature, the study employed an explanatory mixed-methods design. Quantitative findings revealed significant moderate-to-strong associations between emotional state and Team Lead (TL) support, SME support, peer support, and shift schedule. Qualitative findings revealed themes of emotional buffering through peer support, technical stress reduction through SME accessibility, and emotional masking among employees reporting neutral states. Results emphasize the central role of leadership and structured support systems in sustaining employee well-being.