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The Call of Call Center Agents
Privilege Speech of Rep. Raymond “Mong” Palatino
Delivered on August 17, 2009

Mr. Speaker, distinguished colleagues, I rise on behalf of fellow young Filipinos denied of their dreams and were forced to enter the illusory world of call centers.

The tale of Filipino youths setting aside their childhood dreams to enter the call center industry is fast becoming a common story. More and more young Filipinos are being lured into working in a call center regardless of their educational background. A starting salary of P15,000 on average is indeed attractive, not to mention the signing bonus and incentives for good work performance.

As the global financial crisis sweeps ominously into Asian shores, the Philippine government has continuously promoted and relied on the Business Processing Outsourcing (BPO) industry to provide opportunities to millions of jobless Filipinos. The number of jobs generated grew robustly from 99,000 workers in 2004 to 372,000 workers in 2008, most of them in their 20s.

For the government, the BPO sector is a major contributor in terms of revenues and employment generation. From $350 million in 2001, revenues generated from the BPO sector surged to $6 billion in 2008. The government was quick to conclude that the BPO sector is poised to benefit from the global recession.

This has prompted both the administration and the vanguards of globalization to brand the BPO sector as the “sunshine industry.”

But there is a need, Mr. Speaker, to bust the myth surrounding the so-called sunshine industry. For behind the seemingly innocuous statistics and improving figures lie tales of exploitation, false hopes, and dim working conditions inside the call center.

Totoong mas mataas ang tinatanggap na suweldo ng isang call center agent kumpara sa isang regular na manggagawa. In reality, foreign companies are exploiting our cheap labor. The average annual salary of a call center agent in the Philippines is $3,964. This is lower than Thailand’s $4,874, Malaysia’s $5,199, and Singapore’s $16,884. Kung totoong tayo ang binansagang “Offshoring Destination of the Year” noong 2007, bakit kakarampot lamang ang sahod ng call center agents natin kumpara sa ating mga kapitbahay?

Companies in developed countries benefit immensely from this set-up. By taking advantage of highly-skilled and low-value labor in poorer economies such as ours, foreign firms gain an estimated net savings of 20-40 percent on labor costs.

Despite the relatively decent pay and seemingly rich rewards, job tenure in the call center industry, as labor economist Clarence Pascual puts it, is “as transient as the phone calls that agents make or take.”

This is evident in the industry’s high attrition rates or the proportion of the workforce that leaves a company or industry. The Call Center Association of the Philippines pegs the turnover rate in the country at 60-80 percent, the highest in the world.

According to a multi-country survey conducted by Callcentres.net, full-time call center agents stay in a contact center for a brief 22 months, while part-time agents stay for an even shorter 10 months.

This is an international figure, Mr. Speaker. In the Philippines, where most of the call centers are outsourced, offshore and non-unionized, the situation is even worse: 60 percent of call center workers stay in a company for only a year or less.

As more employees leave the industry, the demand for replacements becomes constant. According to an article in Newsbreak magazine, for every employee hired to fill in a new seat, another two employees must be hired to replace the seats vacated by those who left. How apt, Mr. Speaker, that this industry is marked by “hellos” and “goodbyes.”

The culprit: poor quality of jobs at the call center. A survey by the Call Center Project based at Cornell University in New York shows that the high attrition rate is caused by a low job quality in call centers. The study revealed that 67 percent of agents found in 39 percent of call centers work in low to very low quality jobs.

The Call Center Project survey points out that worker turnover and quit rates are higher as job discretion or the agent’s “sense of control” becomes lower and monitoring on the job becomes more intense. Low job discretion and high performance monitoring contribute to employee stress and rapid job burnout.

Mr. Speaker, distinguished colleagues, the job of a call center agent is not that all fancy  nor ideal. For it is in the very nature of the call center job to be exploitative.

Call centers-vendors in indsutry parlance-provide services, such as customer service, sales, technical support, on behalf of client companies. They compete for accounts from companies that ousource some of their functions. In this competitive arena, the agent is stuck between two contrasting interests-he or she must keep costs low for the client while ensuring profits for the call center.

In this set-up, quantitative targets are laid down by clients to reduce costs and increase productivity, giving them the upper hand. In the call center industry, everything is measured.

Thus, call center agents work the phones for the entire duration of their work shift. Unlike our jobs, where we have time to read newspapers or chat with our officemates, the job of a call center agent is one of isolation. The calls just keep coming in, and one has no choice but to pick up to phone.

Moreover, one faces punitive measures, such as forced leave, suspension or even termination, for failing to meet productivity targets, which serve as basis for staff assessment and promotions.

To ensure the targets are met, clients even enforce remote monitoring of actual calls. Supervisors track an agent’s use of time, from call handling time to time spent on “after call work” and break time. Recorded calls are scored for quality on a monthly or weekly basis. A low score translates to a corrective action memo, which can cost one’s job. Consequently, monitoring becomes a constant source of anxiety for workers.

Since monitoring and evaluation are done remotely, penalized workers do not have enough opportunity to appeal disciplinary actions. A 22-year old agent says in their company, even tenured workers issued with corrective action memos get terminated.

According to a survey by the Ecumenical Institute for Labor Education and Research, only a 10-minute per day period is allowed for personal use, such as going to the restroom. This becomes difficult for the workers since a cold workplace temperature encourages frequent urination. Female agents, thus, usually suffer from urinary tract infection.

Since the United States is the biggest market of BPO industry, this requires call center operations during the evening. The call center sub-sector is changing the nightlife of Manila. Bars, restaurants and convenience stores are open every morning to accommodate the night workers.

But the graveyard shift has become a major source of difficulty and dissatisfaction for a lot of agents as their day-to-day routines are turned upside down. Medical specialists point out that disrupting the body clock can cause manic depression and heart problems.

Weekends and holidays are also rarely off, since the calendar being followed is that of the clients, resulting in very rare family time for married agents. Meanwhile, compulsory overtime or extended time is also prevalent.

The Department of Health has warned against this work schedule, aggravated by an intense and exhaustive workload. DOH warned that persons working in the graveyard shift are vulnerable to various diseases, including hypertension, cardiovascular illnesses, tuberculosis and sexually transmitted diseases. Foreign studies have even shown that graveyard shifts can increase the risk of cancer among women workers.

Noong isang taon, Mr. Speaker, ibinalita sa TV Patrol World ang pagkamatay ng isang call center agent. Siya ay si Dingdong Flores, inatake ng hypertension habang nasa trabaho. Siya ay na-coma bago pa mahatid sa ospital.

The DOLE has made separate studies on health risks associated with call center work. Both studies show high incidence of eyestrains symptoms, muskuloskeletal symptoms, voice disorders, hearing problems.

Since most call centers employ first-time and young workers who are hesitant to complain, these health problems may even be an underestimation of the true state of health among workers.

Such health hazards explain high rates of absenteeism in the industry. Consequently, call centers have adopted punitive attendance policies. In some call centers, eight absences over a six-month period constitute grounds for termination.

While they are entitled to sick leave, workers find difficulty in securing the supervisor’s approval.

BPO employees are also deprived of socialization opportunities with family and friends. Dr. Prandya Kulkarni, who writes for United Press International Asia, adds that young BPO workers, who receive high salaries, do not have the maturity and emotional capability to handle their wealth. This “sudden wealth syndrome” has led to such high-risk behaviors as loose sexual practices, drug addictions and alcohol abuse.

Another alarming reality in the call center industry is the absence of unions. Unionism is covertly and overtly discouraged, if not forbidden. Foreign employees warn that if unions in call centers will be allowed, they will leave the Philippines. Workers’ contracts clearly stipulate that forming or joining a union is prohibited.

Such a repressive practice, Mr. Speaker, is a clear violation of the Philippine Labor Law, where it is stated that every worker has the right to form and join a union. Isn’t it ironic, Mr. Speaker, how our call center workers are rendered voiceless in a voice industry?

Habang inilalahad natin ang mga suliraning ito, habang inihahanda natin ang ating mga sarili sa pagtatapos ng araw na ito, magsisimula pa lamang ang araw ng libu-libo nating manggagawa sa call center. 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.

Anong klaseng mga mamamayan ang mahuhubog ng sistemang ito? Anong klase ng kaalaman ang ating ikikintal sa ating mga kabataan, na siyang mamumuno sa ating bayan? Paano nila paglilingkuran ang bayan kung ang tangi nilang alam ay tumugon sa daing ng mga dayuhan?

Nakakabahala, Mr. Speaker, ang kuwento ng isang manggagawa na tatlong taon nang nagtratrabaho sa call center.  Ayon sa kaniya, “a plague is raging among the youth working in the call center industry” and that is apathy. Dagdag niya, nabubuhay ang mga call center agent sa isang mundong batbat ng kawalang-pakialam. Ang tangi nilang sinusunod ay ang dikta ng orasan, ang dikta ng makina. Tila hindi na sila kabahagi sa mga isyung panlipunan.

Sa kasalukyan, kinakaharap ng BPO industry ang kakulangan ng skilled workers, ng mga kabataang mahusay mag-Ingles.  The government is now tinkering with the educational system to address the needs of the BPO industry. President Arroyo has mandated the use of English language as the medium of instruction in schools.

But such measures can only do so much to address employment problems in the country.

At the minimum, the government should ensure the implementation of our labor code, which aims to protect our workers and guarantee their right to organization and humane working conditions.

Call centers should respect our labor code. Bukod sa pagtuturo ng American accent, dapat ding ipaalam ng mga kumpanyang ito sa ating mga aplikante ang kanilang mga karapatan bilang empleyado.

Ngayong nauuso ang call centers, napapanahong bumuo tayo ng batas na magtitiyak sa kanilang mga karapatan. Sa kagyat, ito ang ating maiiambag sa libu-libong kabataang pinasok at balak pasukin ang BPO industry.

The government should not use the seemingly rosy statistics of the BPO sector to conclude that we have a strong economy. Ultimately, it is dangerous to exaggerate the importance of the BPO industry. The government should put more emphasis on propelling the domestic economy as a whole rather than making public institutions and laws serve the needs of BPO companies.

Thank you Mr. Speaker, distinguished colleagues.

POST-SCRIPT:
KABATAAN Partylist filed House Bill 6921 or an “Act Ensuring the Welfare & Protection of Business Process Outsourcing (BPO) Workers and the Recognition of Their Rights as Provided For in the Labor Code of the Philippines” late September 2009. The bill seeks to protect workers of the BPO industry from labor abuses and to ensure proper and ethical labor standards and working conditions.

"And if that person loves me, he should love my God too."

Much has been said and done. But the die-hard fans cannot contain their feeling of regret and disappointment on how our fellow Christian was adjudged in the recently concluded Miss Universe 2011. This is despite her being a consistent top performer in almost all categories all throughout the pageant. Most explanations I see upon browsing through the net try to explicate that our Shamcey has been the frontrunner until the final question and answer portion. Well then, it’s but interesting to dissect and try to analyze her standpoint.
So the question was: Would you change your religious beliefs to marry the one you love? Why? Or why not?
Good question!
And Shamcey’s response was: “If I had to change my religious beliefs, I would not marry the person that I love because the first person that I love is God who created me and I have my faith and my principles and this is what makes me who I am. And if that person loves me, he should love my God too.”
Okay. To be brutally frank and honest, this is such an atypical way of answering final questions for beauty pageants, I observed. Other beauty queens or fanatics would attempt to answer it by saying they will marry the one they love beyond any barrier because love is more universal than religion yada yada yada. Simply put, it was not the conventional love -against-all-odds type of response to a final question in a beauty pageant. It was more than likely unexpected.
But she was brave. I personally love the honesty and wisdom in her reply. Though the answer may sound like a little bit self-centered, which I believe is not the way she wants it to be, I can clearly see both logic and emotion in it. Of course, when you love someone, you should love her for who she is. And an integral part of her individuality is her being a Christian that shaped her as the Shamcey that she is now. Hence, practically speaking, if the one she loves truly worships her, isn’t it just reasonable and realistic not to marry someone who could not even worship her creator in the first place. Married life or any relationship per se, should be centered in one God, and it’s Jesus In this case. Some would say it is self- centered, one-way or inward looking. I say it is God-centered.
In one of her post-pageant interviews, Shamcey noted that she could not even remember what she said in the final portion. It just came out spontaneously that she believes it was a God-given answer, hence, her placement as 3rd runner up was also by God’s fate.
Now enough of the regrets, enough of the long bitter forum threads and comments. As the cliché goes, change what is unacceptable and accept what is unchangeable. As our Miss Universe step on Philippine soil anew, let’s welcome her with open arms, positivity and heavenly love.
Because, Shamcey Supsup, we love your God!

And just before I realized it, the day turned into such a splendid evening and the dissonance morphed into a harmonious blend of exquisite chants and the serenade from a grand orchestra.

And then, “You’re my peace of mind in this crazy world… You’ll always be beautiful in my eyes.” My vocal chords vibrated in unspeakable silence as my heart tried to sing, with justice, lines from my favorite love song.

With my jaw dropped and saliva dripping off along my virgin lips, my eyes never let a second of the lazy- ticking clock slip away without looking at this breath- taking head- turner. Needless to say, it was love at first sight.

And yet, that was just the first day of many days we would be sharing as classmates (or crushmates, perhaps?). Joke. At that very moment, I whispered to myself, “God has always been so good to me even in the name of love.”

This same girl gave me exactly the same reasons to smile and make my heart beat at an atypical rate each day. Every time I go to school, I would rush to my room so I could witness her grand entrance from the moment she would open the door and flash that vibrant yet energy- draining smile until she would finally take a seat and get herself prepared for the class discussion. And just like what had transpired during the first day, she would relentlessly capture my helpless heart anew.

I can only laugh at myself doing this. Nevertheless, I confess, I would fall in love for her even at the mere sight of her shadow entering the room. Cheap and corny as it may seem, but dude, that’s the naked truth.

Now, that’s just the first time for a yet long day.

Butterflies in my stomach continue to deviate my attention from the journalizing the given transactions and balancing the trial columns in the trial balance to this adorable dreamgirl in front of me. I, and maybe some of the boys in our class who share the same addiction, just can’t resist that bubbly personality, undeniably pristine beauty and alluring eyes that altogether make me stammer whenever she would talk to me, though that happens so seldom, despite her self- proclaimed loquaciousness.

From the commencement of our first class to the time we part that somehow signify the end of the daylong hallucination, the memory of her smile would still invade my mind that would make me look “tanga” in the jeepney–unaware of the rising eyebrows of my fellow passengers who are staring at me.

Oh well, that reveals how misleading love can be. And so, that’s the second time I would fall in love.

Just when I thought that my vice of falling in love would finally end there, pictures of our memories “together” encapsulate my awareness as I listen to classic love songs over the radio. The poignant lyrics of each song and the golden voices of the singers take away my consciousness to a far- fetched, sensationalized future with her in which she and I would share sweet and cheesy moments up to the point in which I would dare to imagine that we were facing each other, eye-to-eye and … judge what’s next.

And believe it or not, it takes until 2 o’clock in the early morn until I could stop deceiving myself to take a short, not- quite- compensating slumber. And that’s actually the very reason why I lament over puffy eyes and black circles around them each time I wake up. But then again, tracing back why I got those ugly pimples on my forehead, I would have to say that with the reason behind it, I am contented. And that reason is that, I fell in love again with the same woman the third time for the day just before my eyes curtain’s fall to close the show.

This scenario of deliberately falling in love with a girl who doesn’t even show a speck of hope that she would do the same in return has already become my daily ritual for quite a long time now.

Some call it infatuation.

Other’s call it obsession.

And maybe, just maybe, others would argue to call it lust.

I call it passion. It’s a passion of loving in its purest form, so to speak.

And I confined myself too much to her that I already failed to consider my own sake. Now, as I am editing this manuscript in this messy and noisy internet café, I am fully convinced to stand upon my conviction to finally tone down the obsession and let it die a natural death. It’s not selfishness. It’s about opening my eyes to the reality and recognizing self- worth.

Is the effort sufficiently recognized?

Are the love, pimples and eye bags worth it?

Maybe yes. More plausibly no. Either way, true love is true, be it mutual or unrequited.