Business Process Outsourcing (BPO) companies often experience high turnover rates, but employees tend to stay longer if there is strong organizational commitment. Organizational citizenship behaviors are believed to foster organizational commitment, and this behavior is enhanced by workforce diversity and inclusion. To investigate this relationship, this study gathered 273 BPO professionals through an online call for respondents to answer the adopted instruments. The researchers used statistical tools such as mean and standard deviation to measure workforce diversity and inclusion and organizational citizenship behavior. Pearson correlation coefficient and Multiple Linear Regression were used to measure relationship and influence among the variables. The findings revealed that there were slightly-high-to-high levels of workforce diversity and inclusion, as well as its indicators, and a moderate level of organizational citizenship behaviors. The study found a significant relationship between workforce diversity and inclusion, and organizational citizenship behaviors. Further analysis suggests that workforce diversity and inclusion significantly influence organizational citizenship behaviors. Thus, BPO companies are encouraged to foster workforce diversity and inclusion to increase organizational citizenship behaviors, leading to higher organizational commitment and employee retention.

workforce diversity

workforce inclusion

organizational citizenship behaviors

business process outsourcing