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Palatino, an ACT ENSURING THE WELFARE AND PROTECTION OF BUSINESS PROCESS OUTSOURCING (BPO) WORKERS AND THE RECOGNITION OF THEIR RIGHTS AS PROVIDED FOR IN THE LABOR CODE OF THE PHILIPPINES also known as the BPO Workers Welfare and Protection Act1 The 29 sections of the proposed legislation cover all employees and workers engaged in the BPO industry more commonly known as the call-center industry. By definition, BPO2 is a subset of outsourcing that involves the contracting of the operations and responsibilities of specific business functions (or processes) to a third-party service provider. To protect the rights, and promote the welfare of workers and to take appropriate steps to recognize such rights and welfare, to improve and promote their social and economic status, living and working conditions, terms of employment, professional growth and career development. To protect the right and welfare of BPO workers and professional growth and career development SECTION 4. Standard of Treatment. The employer and the supervisors must, at all times, treat the BPO worker in a just and humane manner xxx ; SECTION 5.Access to Relevant Information. The State shall ensure that BPO companies allow their workers and employees access to relevant information to make them understand their rights, benefits, obligations, conditions and realities attending to their profession. Xxx The Call Center Association of the Philippines pegs the turnover rate in the country at 60-80 percent, the highest in the world. A survey3 conducted a full-time call center agents stay for a brief 22 months, while part-time agents stay for an even shorter 10 months, whereas 60 percent stay in a company for only a year or less4. The reason is emotional exhaustion adds to the physical and mental strain of the workers, leading to higher levels of stress and burnout under the electronically monitored work and tightly bureaucratised work regime. Low or lack of motivation, failing to meet productivity targets, suspension or termination with or without valid reason from the management are just few of the many reasons why employees opt to leave the industry. To temper these adverse effects, the call center industry should arrange a "structured socialization" of the employees such as organising consultative forums, arranging get-togethers, and others alike. The objective is to balance work and fun thereby creating a work life balance of employees.
HOUSE OF REPRESENTATIVES, FIFTEENTH CONGRESS, First Regular Session- House Bill No. 2592 Wikipedia dictionary The Epoch Times 2005, Philippine Call Center Boom Outgrows Manila, 18 March 2007 3 Callcentres.net 4 Survey conducted by Call Center Project based at Cornell University in New York
BPO workers xxx paid for the overtime work with an additional compensation equivalent to not less than his regular wage plus twenty-five percent (25%). BOSS the Burn-Out Stress Syndrome is a common syndrome among the BPO employees and includes chronic fatigue. sexual orientation. Philippines is the second largest BPO industry in the world. working against nature and the safety and security factor plays a major role. or ethnicity. physical characteristics or disability. to allow employees more freedom to make use of their qualifications. political or religious beliefs. age. The government should create stronger measures to protect the health and safety of night workers in line with the International Labor Organization Night Work Convention. BPO workers shall be paid a night shift SECTION 21. .000 employees. SECTION 22. Protection from Discrimination. To enhance living and working conditionsSECTION 15. Transportation Benefits. Overtime Work. with almost 400. as well as policies and practices should be aimed in improving workers collective voice and promoting social dialogue. recent news project the contact center employees as drug addicts. a major contributor in terms of revenues and employment generation. Workplace Policy on Occupational Safety and Health An occupational safety and health policy shall be formulated by each BPO establishment xxx Night work. civil status. differential xxx.6 percent of BPO employees working the night shift to serve customers in distant time. A redesign of work processes. BPO workers shall be entitled to a medical examination free of charge xxx.One of the factors that employee seek in their employer is their career growth and the good environment in the company. The stress. This image should be put to stop being part of the so called sunshine industry. drunkards. So one must ensure that the needs and rights of the employee should be met to restrain or lessen the high turnover rate. insomnia due to the complete alteration of 24-hour biological rhythm of the body. xxx to facilitate the safe commute of employees at vulnerable times at night or early in the morning. which is often associated with occupational safety and health issues with 42. BPO workers shall be protected from discrimination by reason of sex. especially in call centers.Medical Examination and Treatment. However. next to India. SECTION 23. Night Shift Differential. To improve and promote their social and economic statusSECTION 12. SECTION 16. sex workers because of their graveyard shift.
Hence. Revenues generated from the BPO sector surged to US$6 billion in 2008 from $350 million in 2001. Amendments in the Labor Code or an entirely different and separate law should be considered because of their unique work environment. professional growth and career development. SECTION 24. BPO s have become a major contributor to the Philippine economy. Some benefits from major BPO company should be imposed as well to low-key BPO companies such as group medical-claim insurance. freedom from company bond and safeguards in administrative proceedings. is that BPOs are keeping their employees temporary. One case filed in the NLRC is the unlawful retrenchment of 11 employees5. Legislators should study how our laws can adapt to this relatively new industry. From the words of Rep. BPO employees should be aware of their rights against unlawful termination. providing customer service and technical support on behalf of client companies.net . training program and technical guidelines for the industry to prevent possible rise in the incidence of anxiety and other diseases related in this industry. All BPO workers shall be considered regular employees upon the sixth month of employment xxx. 5 Inquirer. and promote the welfare of workers and to take appropriate steps to recognize such rights and welfare. a need for a legislation protecting BPO employees should be passed to protect the rights.The legislators or government agencies should take necessary measures to contain and manage occupational health risks including but not limited to the following. to improve and promote their social and economic status. One way of circumventing so as to slip through Labor Law compliance particularly on regularization. this bill protects BPO workers from understaffing or overloading and provides them freedom from interference or coercion.extending their probationary periods of more than the allowed 6 months or not continuing their probationary contract even with good performance. living and working conditions. Palatino. to name a few. warning or reprimands. which is absurd. There should be a concrete and implementing laws to protect the employees of the sunshine industry . Security of Tenure. Some reported cases even mentioned that according to their company they are not covered with the Philippines Labor Code. among others. To ensure security of tenureSECTION 7. flexible-time and flexible Salary benefits. subsidized food and transportation. performance based incentives . for just cause xxx No employee may be terminated except A high rising reported cases is filed is due to unlawful termination of BPO employees. This way the company may save up a lot of additional cost such as paid leaves. worst is that they were not given any valid reason. and additional benefits for permanent employees.Regularization. protection from discrimination. company leased accommodation. terms of employment.
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