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.

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I definitely agree on what Rep. Mong had said regarding the life of those people working in call centers. Natumbok mo at bakit ngayon lang kita nabasa? Yeah, our government has to work on this; our Labor Code should have a strong and solid law protecting people who work on what they call SUNSHINE INDUSTRY. Meron na nga ba, or isa na naman itong speech at mababale-wala din?!  

Bago ako mag-simula sa call center, I remembered what my friend told me, na kapag nagsimula ka na, sa kikitain mo mahihirapan kang umalis. I had experienced all of this before, nung ahente ako at nagsisimula sa industriya (naks!); I can’t get the weekends or holidays off, I am missing my social life and other family affairs just because I have to work. Wala ka ng magawa pag-dating mo sa bahay sa umaga because you opt just to lay on your bed and rest. Pero pag-gising mo, iba yung pakiramdam, parang pagod na pagod ka pa rin, kasi iba talaga when you are able to sleep at night. Kahit 4 hours lang sa gabi ang tinulog mo, kaya mo mag-stand thru out the day, unlike getting a 4 hours sleep during the day, babagsak ka ng alas-dos ng madaling araw, swear! At ang choice mo lang ay magpakamatay sa kape. Pahirapan ang Vacation/Sick Leaves, lalo na pag critical work days- ito yung mga araw before and after payday, holidays etc. Force overtime kapag queuing ang mga calls.  Sabihin na nating malaki ang swledo mo, which will make you live a little luxurious compared to getting a normal job. Pero compared sa ibang bansa, ang sweldo mo ay ¼ lang ng sweldo ng mga taong nasa callcenter din. Who doesn’t want to pursue what he studied for? Sino nga ba naman ang gusto magtrabaho sa gabi, mawala ang social life at hindi makabonding ang family? Pero dahil sa kailangan mo kumita ng pera, dito ka.  

At dahil naiba ang sitwasyon ko pagtapos ng mga paghihirap kong yan, tama, mahirap na ngang umalis. I am not taking in calls or doing calls for clients in the US, Canada or other countries. Now, I can request for the schedule that I want; I have the weekends off, and has the privilege to take holidays as leave. I can take advantage of vacation leaves and use sick leaves if needed. May chance ang chikahan portion with office mates, nakakasurf ng internet, may petiks mode; Okay na nga sana, pero mas okay kung maisasakatuparan ang nasa speech na ito, diba?

Ayun nga, sa opisina, maraming naka leave nung araw na yun, marahil dahil sa nangyari, o maaring nakaplano na rin iyon. Pero nainis ako sa isang tao na hindi ko na papangalanan kung sino, sa lahat ng Pilipino na nakikisimpatya dahil sa pangyayaring Ondoy, dahil sa mga nasira niya, bagay man o buhay, sa patuloy na pagsagip sa mga nakulong at sa patuloy na paghahanap sa mga nawawala ay andun sya sa bandang kaliwa ko at narinig ko syang nag-komento na, “Ako nung sabado, nasa bahay lang ako, relax na relax, nakahiga sa kama ko…” Napatingin ako sa kanya. Nakikita ko sa muka nya ang nababakas na kasiyahan, na sa pagkakataon na iyon, hindi sya isa sa mga taong kailangang maglinis ng bahay nya, maglaba ng sangkatutak na damit, hindi sya nabasa, o naputikan man lang. Wala syang appliances na nasira at hindi sya nangangailangan ng kahit na anong tulong ngayon. Isa syang tunay na mapalad. Sino nga ba ang hindi masisiyahan?

Gusto ko syang tanungin, nung nakahiga ka ba sa kama mo, nagawa mo bang magdasal sa Diyos para sa mga taong nasa labas at naabutan ng hagupit ni Ondoy? Nagdasal ka sana para sa kaligtasan ng ibang taong nakikipagsapalaran sa kalupitan ng mga sandaling iyon? Nagdasal ka ba para sa kalakasan ng mga taong, natatakot at nakikipaglaban para sa kanilang buhay habang ikaw ay relax na relax? Malamang hindi dahil mukha kang walang pakialam. At ngayon namang tapos na ang bagyo, heto ka komportable sa upuan mo sa opisina, nagpasalamat ka ba sa Diyos para sa sarili mo at sa pamilya mo na maayos ang kalagayan pagtapos ng lahat? Malamang hindi. O kung ginawa mo nga, hindi halata.

Gusto ko mag-komento sa mukha nya, sana may balak kang tumulong. Tumulong. Tumulong. Nakakagigil ka. Na sa libo-libong taong nagkakaisa para tumulong ay may isang ikaw na nakuhang mag-relax, at walang balak gawin pagtapos ng lahat.

Ikaw? Marahil ay hindi mo kailangan maglinis ng bahay mo, hindi mo kailangan isipin pano mo papalitan ang mga nasirang gamit mo sa bahay. Hindi ka namatayan. Tuloy lang ba ang buhay para sa’yo? Na parang walang nangyari? Nagpaplano ka ba na mag-bakasyon, sa Boracay, Bohol o kung san mang lupalop mo gusto? Magbibirthday ka ba? May importante bang okasyon kang pinaghahandaan? Walang naman pumipigil sa’yo na gawin ito pero nag-isip ka ba na tumulong sa kahit anong paraan? Sumagi ba sa isip mo salitang “sakripisyo” para sa mga biktima?

Wag na sana maulit itong lupit ni Ondoy. Baka kasi bumaliktad ang pagkakataon at ikaw naman ang mangailangan ng tulong. Tiyak, maiisip mo ang panahong nagrerelax ka sa kama mo, nagbakasyon, o naghanda ng engrande sa birthday mo, habang ang iba ay nangangailangan ng tulong at dasal, ngunit hindi mo naibigay.

Kung napaisip ka… Sige na kumilos ka. Kumilos ka.

Just yesterday, I visited MoalBoal, Cebu- our country’s well-known diving spot! The Bus ride and the tricycle ride on the way to the resort are interesting. Scenic routes and overlooking the sea will grab your attention. When you get to the beach, the crystal blue reflection brought by the sky to the water and the sound of the waves kissing the shore gives you a comforting feeling. Then you’ll love life a little more.

But you know, I thought I have seen and felt so much glory by just looking at the sea’s surface, the sand, the waves, the sun, and the soothing breeze I get feels like enough. I am wrong. There are still thing I have left uncovered.

The resort showcases different activities, and one of them is Diving. They have a dive shop recognized by PADI. They offer courses for beginners, and professional divers. They said I would love how amazing it is beneath the sea, like couple of meters away from the shore.  The course and the dive were pretty costly, and it was not on our itinerary. But I have just one thought at that time- I may never know, this could be the only chance I get once in my life, since the chance is right in front of me, and I was here, I’m going to dive! So the course begin, I was quite afraid at first. Sure, I need to learn how to breathe under water with the apparatus using only my mouth. We practice at the pool and took us about 1 hour to get ready to dive at the sea.

Going deep…

When I see what’s under; it is just like I entered a brand new world. A vast space so fashionable- all the colors, the fish, different sea creatures, swimming with the turtle side by side is marvelous! I thank God for making them and for giving me an opportunity to be right in front of a very artistic creation.  I know there are a lot of pictures on the internet showing how it looks like, but seeing them with your naked eyes is beyond words! It was amazing, gorgeous, and wonderful. All the extreme words I could use to depict beauty can’t describe what I saw; it left a hole in my heart, a pain that shouts— I wanted to see more!

I have erased the thought of having that chance as my only chance. I won’t stop here. I’ll get certified, and I’m gonna dive! I’m gonna dive!!!

FYI: I found Nemo. And he’s quite shy! :p

(will be posting pictures here, soon!)

Read on and be inspired. Strengthen your faith. Start thanking God.

Dear God,

Thank you for all the blessings you continuously send my way. I know that despite tough times, you will always provide and in these moments do i remember that you wanted me to be better, stronger and believe more in your existence.

I may be troubled and at times doubt my faith, during these times – i would like to ask you to help me remember that I have you, in the presence of my family, friends and all the things around me, I have my God who will walk with me along the way.

Thank you and may your light i reflect to my family, friends, co-workers and to anyone who can see the candle in me.

Your Child,
Ruth