Covid-19 Pandemic: Perspectives on Employee Engagement, Work From Home and an Employee Wellness Programme in a Debt Collection Organisation in Gauteng, South Africa

The Covid-19 pandemic rapidly changed and is still changing the way people live and work on a global scale. During the pandemic, most organisations are forced to implement a work-from-home solution, irrespective of employees’ preferences, abilities, and the nature and extent of jobs. In this research, we aimed to explore perspectives on employee engagement, work from home and an employee wellness programme in the context of the Covid-19 pandemic among employees of an organisation that focuses on outsourced debt collections. The study was conducted within a positivistic research paradigm. A quantitative cross-sectional, survey design was employed. Total population sampling was used. Data were collected from 95 respondents through a web-based survey using a coded questionnaire. From the results of study, it became evident that the proactive approach taken by the leadership of the organisation early in 2020, in anticipation of the effects of the Covid-19 pandemic, resulted in positive outcomes for the organisation. The results indicated that the employees were, to a great extent, engaged in the workplace, mainly owing to organisational and leadership support, the flexibility allowed in the work-from-home model and organisational concern for the health and wellness of employees. However, the employees were subjected to challenges generally experienced by homeworkers during the Covid-19 pandemic, such as increased workloads and working hours, loneliness due to isolation, and inadequate office infrastructure. The results of the study are important to inform business decisions regarding the work-from-home model as a temporary or alternative working arrangement in the organisation under investigation and may benefit organisations operating in similar contexts.