Miriam files proposed Magna Carta for call center workers

MANILA, Philippines –  Sen. Miriam Defensor-Santiago has filed a proposed Magna Carta for Call Center Workers Act aimed at protecting the huge workforce in this growing sector.

After returning from a recent visit to India, Santiago noted that the Philippines is very close to overtaking India as the world’s leading destination for business process outsourcing (BPO).

Because of this, she said that legislation is needed to support the growth of this sector as well as to ensure the protection of the rights of the workforce.

“While the country’s economy owes a lot to the BPO sector, there is a need to balance the legitimate business interests of BPO companies with the labor rights of its employees,” Santiago said.

Under Senate Bill No. 2604, call center employees would be guaranteed the following rights: the right to organize and join labor organizations; the right to a safe and healthy working environment; the right to at least a one-hour continuous meal break in the middle of every eight hour shift; the right to privacy; safety for nightshift employees; and the right to be informed of the terms and conditions of their contract.

Santiago cited reports reaching her office about the local BPO industry discouraging the formation of labor unions.

“The Constitution guarantees all workers to self-organization, collective bargaining and negotiations, and peaceful concerted activities, including the right to strike in accordance with law. BPO companies in the country are not exempt from this constitutional provision and should honor their employees’ rights,” she said.

Santiago said BPO companies need to maintain a safe and healthy working environment, particularly in this line of work where health and occupational hazards abound.

She cited reports from both the International Labor Organization and the Department of Labor and Employment, which indicated that call center agents were particularly susceptible to hazards such as stress, sleep disorders, fatigue, eye strain and voice problems.

“These measures protecting call center employees cultivate lower attrition rates and attract more job seekers to the BPO industry, making it stronger and more productive. It therefore is in the interest of the BPO companies themselves to protect their workers who are their most important resource,” she said.

The senator noted that the projected voice-based customer support and sales revenue for the Philippines this year was pegged at $5.7 billion. In contrast, the projection for India was only $5.58 billion in revenue this year.

She said that there were also forecasts about the Philippines’ $9.5-billion BPO industry overtaking India’s $12.4 billion in five years.