Bill tabled to ensure rights of call centre workers

The bill aims to promote low attrition rates and to attract skilled workers to strengthen the local BPO industry.

By Neil A Alcober/Manila Times


Senator Miriam Defensor-Santiago has filed a senate bill, or the “Magna Carta for Call Centre Workers Act” that aims to protect the interests and welfare of workers in the business process outsourcing (BPO) industry.
Santiago said her bill promotes low attrition rates and attracts skilled workers to strengthen the local BPO industry, which is expected to generate up to $16bn and provide 720,000 jobs this year.
“Once touted as a sunshine industry, the country’s BPO industry has the distinction of both contributing to economic growth and sustaining it through the services it offers. It makes perfect sense that Congress should protect this industry,” Santiago said in a statement issued yesterday. According to her, BPO revenues rose steadily since 2009. Last year, BPO companies were said to have raked in $13.5bn in revenues —22% higher than 2011.
The Magna Carta enforces the rights of call centre employees to organise and join labour organisations, a safe and healthy working environment and the right to stay in their employer’s premises until daybreak for night shift employees, to ensure their safety.
As basis for her bill, Santiago cited the International Labour Organisation’s studies that showed the perils of working in call centres, particularly for those on night shift.
The study found that 42.6% of BPO employees in the Philippines work the night shift. About 47.7% of those surveyed for the study suffered from insomnia, while 54% suffered from fatigue. They were also found to have other health problems such as eye strain, neck, shoulder, back pains and voice problems. “The Department of Labour and Employment and the Department of Health should pay special attention to BPO employees who are vulnerable to health and safety hazards because of its peculiar nature and work schedule. Prolonged computer use and night shift schedules are legitimate health and safety concerns,” Santiago said.