What is The Call of Call Center Agents?

This is in response to the privilege speech of Rep. Raymond “Mong” Palatino in the House of Representatives last August 17.

This speech may be in a way an eye opener for people outside of the realms of the BPO industry, but I’m disappointed that it lacks proposals of concrete, temporary or permanent solutions to the problems outlined in his speech. It is also not informative and helpful in any way for us BPO workers.

The PHP15,000 basic pay is indeed above the usual entry level jobs available locally but pay on other offshore destinations are well above our rates here. This is may be due to market forces, as cheap but skilled labor draws BPO investors here in the Philippines. But what I can say is, if we BPO workers would want higher salaries, do we bother upgrade our skills to be more viable for higher pay? Is the present government administration helping us to be competitive by providing free and accessible trainings to further hone our skills and be paid more?. The sad answer is no.

Attrition rates in BPOs are not totally attributable to a negative perspective. Again because of the good opportunities that BPOs offer, workers ‘hop’ to other companies that will offer them the best compensation package that will suit them. A factor mentioned is ‘poor quality of jobs in call centers’ meaning the exploitative side of the job. Being on the phone for almost 8 hours is not easy and stressful. But BPO is not only limited to call centers, there’s back-office, non-voice accounts, transcription, IT, graphic arts and a lot more choices to work for in the BPO industry. The key is that current BPO workers should upgrade their skills and we and the government should be partners in this.

I believe that the call center job is a specialized job, therefore it needs special legislation to protect the welfare of its workers. I suggest the right of the call center agent to go to the restroom even if its queing and not be reprimanded for it. A mandatory gym allowance provided by BPO companies, free multivitamins and HMO benefits from day one. A car plan for every BPO worker to protect them from travelling via public transports that is a danger to their safety. Entrepreneurial seminars for BPO worker to educate them on how to handle hard earned money and to teach them how it make it grow, and a lot more.

In his speech, Rep. Palatino said ‘Nawa’y huwag dumating ang panahon na ang isasagot ng ating mga kabataan sa tanong na “What do you want to be when you grow up?” ay maging isang call center agent’. I just want to say that I don’t see anything wrong working as a call center agent. But I see a lot in your speech, Rep. Palatino.

The call of call center agents: we are working with dignity and we will not stop to provide the needs of our family and shame to those who are in government who are without conscience and squanders with our taxes.