A Comparative Analysis of Cognitive Fatigue and Operational Efficiency Between Day- Shift and Night-Shift Employees in BPO Environments

This study examined cognitive fatigue and perceived operational efficiency among voice-based Customer Service Representatives (CSRs) in selected Business Process Outsourcing (BPO) companies in Dumaguete City. It compared day-shift and night-shift employees and analyzed the relationship between cognitive fatigue and performance outcomes. A quantitative, descriptive-comparative, and correlational research design was employed using stratified sampling. A total of 384 full-time CSRs participated in the study. Data were analyzed using percentage, mean, Shapiro–Wilk test, Mann–Whitney U test, and Spearman’s rank correlation coefficient. Results indicated that respondents experienced moderate levels of cognitive fatigue in terms of intrinsic and extraneous load, while germane load remained low, suggesting that higher-order cognitive processes were generally sustained despite continuous task demands. Perceived operational efficiency, measured through processing speed and quality accuracy, was also moderate, reflecting acceptable but not optimal performance levels under routine working conditions. No significant differences were found between day- and night-shift employees in both cognitive fatigue and operational efficiency, indicating comparable work experiences across schedules. Similarly, no significant relationship was observed between cognitive fatigue and operational efficiency overall, although a weak but significant relationship emerged among day-shift employees. Age demonstrated a weak but significant relationship with operational efficiency, whereas tenure showed no significant relationship with either variable. These findings indicate that performance is largely sustained through structured workflows, system support, adaptive work behaviors, and familiarity with tasks rather than shift schedule or demographic factors. Overall, the study underscores the importance of fatigue management, continuous performance monitoring, and organizational support mechanisms in promoting employee well-being, minimizing cognitive strain, and sustaining consistent operational efficiency in BPO environments.