Bacolod City – A group of call center workers made a statement on the recent remarks of a local radio broadcaster saying “Wala gagamit braincells Ang mga call center agents. Ubra nila pindot pindot Lang sa keyboard” that stirred up the network of BPO workers last Friday, July 31 during the radio program discussing about the 3 call center agents and a janitor who were allegedly reported COVID-19 positive.
BPO Industry Employees’ Network or BIEN Bacolod Chapter’s President Aaron Cristal said that the remarks were degrading and it meant to generalize the BPO workers even if the news anchor said the following night in his program that he’s referring to a particular employees of a BPO company in IloIlo.
Cristal also mentioned that “the BPO industry’s contribution as the 2nd economic growth driver of the Philippines, after the OFWs, holds the country’s economy even during the pandemic. However, BPO workers receive no social protection, faced great health and safety risks and on a “race-to-the-bottom wages”. The absence of a law to protect the BPO workers is making the industry sacrifice its people over profit as reflected by numerous labor cases around the country.”
Cristal added, “the lack of support from the government reflects on each workers’ capacity to live on a daily basis with now meager wages, most especially in the provinces. The mismatched jobs on the other hand continue to rise. Again, the government fails to give a job that matches a degree whereas the current education program is tailored to bring fresh highschool graduates to the BPO world thus “race-to-the-bottom wages” results from the government’s failure to give upskill opportunities.”
Lean Porquia, a former president of BIEN Philippines and an online blogger, wrote an open letter on his personal Facebook account expressing his rage over belittling call center agents. He explained the hiring process and global standards that each call center agent has to undergo and follow respectively which the Filipinos were able to “adapt to a completely different culture, in a very short period of time, and yet are able to provide stellar service to customers.”
Now, the COVID threat is really an issue. But I think your tirade is misplaced. Did you apply in a call center before and failed to pass the interview? I don’t see the connection why you have to lambast BPO workers as dumb, useless, and “not using our brain cells” when the issue here is compliance to health protocols of companies?
Lean Porquia, former BIEN Philippines president, an activist currently working in a call center.
RMN IloIlo station manager Ronel Sorbito said that “while their tongues may slip at times, he assured that they do not tolerate insensitive and demeaning commentaries.”
National Union of Journalists in the Philippines IloIlo chapter also expressed in a statement that, “there is absolutely no reason to belittle and demean call center agents or any one for that matter who are employed in honest and productive work.”
“It is the responsibility and duty of news organizations and journalists to call to task public and private institutions, organizations and companies including Business Processing Organizations (BPOs) for alleged failure to comply with health protocols and measures related to the COVID-19 pandemic,” NUJP IloIlo added.
But it is grossly irresponsible and unethical for Mr. Capulot to insult and demean call center agents who like other Filipinos are striving to cope with the threats of the pandemic in to order to earn a living and feed their families.
NUJP IloIlo, on the recent criticism on Jun Capulot, RMN IloIlo broadcaster.
IloIlo City Mayor Jerry Treñas said in his official Facebook page post, “We cannot undermine the value of health and safety of everyone, but I also ask the general public to avoid any form of discrimination, instead, let us show compassion to our brothers and sisters in the BPO industry and to everyone else, that we may be safe from the threats of Covid-19.”
May this serve as a lesson for all of us, especially private companies, to prioritize the health and safety of the employees. This can be done through proper coordination with the authorities.
Jerry Treñas, IloIlo City Mayor, on the incident of call center employees and staff contracting COVID-19.
BIEN Philippines is legal organization of BPO workers in the country that continues to call on to the government and BPO companies to pay attention to BPO workers health and safety. BPO workers demands 1. Ensure occupational health and safety, 2. Uphold job security and guarantee income, 3. Upholding workers’ right to speak up and freedom of association
Paghimutad 