Voiceless in a voice industry

Last October 13, 2010 a forum was held at Gelatissimo in Greenbelt 5 attended by Call Center Representatives from various call centers. They were all there for one reason. That is to support House Bill 2592 filed by Rep. Raymond Palatino from the Kabataan Partylist.

The outcome of the forum validates and solidifies the need for a legislation to protect the rights of BPO workers who are subjected to exploitative and harsh working conditions implemented by the seemingly untouchable BPO companies. We are not just over-reacting, it is really happening. And call center workers endure in day in day out or for most of us when the rest of the world is sleeping we get tied to a chair for 8 hours, virtually bound to answer non stop calls from clients.

Everyone was given the chance to speak after a brief introduction of the bill. Attendees were also given a comment and feedback form to ensure that every one is heard and no issues were left unattended. To cap it all, we all shared a common ground, and most issues raised by representatives from one company to another were the same issues prevalent on another.

Examples are as follows:

-          Call center agents are compelled to go to work even under hazardous conditions (i.e. floods and typhoons). Pregnant agents are not spared. Rarely do they make exemptions and missing work on a natural calamity will still count against your performance

-          Most BPO companies introduce metrics (rating systems) that constantly change and are in some cases, unrealistic and unhealthy. They require agents to take in calls non stop (not even for a brief eye rest and severely restrict bathroom breaks) Agents are actually required to ask permission from their supervisors before being allowed to go to the bathroom. In some centers, agents shared that they have to be given a number before they can go to the bathroom to pee. Failing these metrics could mean your immediate termination from your employer/account.

-          Some companies treat sick leaves for more than a day as a grave offense and may eventually lead to your termination regardless if you were able to provide a medical certificate


-    The right to form unions is expressly prohibited in all BPO companies

These are but a few of the common concerns raised on the forum. The time to raise our voice and be heard is now. The irony that we are rendered voiceless in an industry that thrives on voice should end now.

Act now. Speak and Be Heard. Support House Bill 2592!