Relationship Between Business Process Outsourcing and Employee Motivation: A Case of Call Centres International, Kenya

Abstract

The purpose of the study was to assess the relationship between Business Process Outsourcing and employee motivation at Call Centers International (CCI) Kenya. The objectives of the study were to examine Business Processes Outsourcing practices at CCI Kenya, establish the level of employee motivation at CCI Kenya, and to determine the relationship between business process outsourcing and employee motivation at CCI Kenya. The study was anchored on the two-factor theory known also as motivator-hygiene theory. The role of the theory was to further the understanding of motivation among BPO employees. The study used descriptive research design and correlation analysis. The target population was all the BPO call employees at CCI Kenya, who were a total of 366 employees. The data was collected, coded, and analyzed using SPSS after which descriptive results were presented in form of percentages, frequencies, tables, graphs, and figures. Qualitative data was also presented in narratives. This study found that CCI Kenya is not only a key player in the BPO industry in Kenya but conducts its practices in a free, fair and ethical manner. This study also found that the employee level of motivation was significantly high with 70% being productive in their responsibilities at CCI. The results of the study show that there is a strong relationship between business process outsourcing and employee motivation at CCI Kenya. The study recommends enhancement of practice success factors at CCI Kenya. The study also recommends that CCI Kenya should employ strategies of motivation on employees so as to show appreciation to the work done by employees of CCI Kenya.