Senator Manuel “Lito” Lapid has filed a bill seeking to address the working conditions of Business Process Outsourcing (BPO) workers, noting the high levels of stress they are exposed to to meet the industry’s increasing demands.
“Since its establishment in the country, the laws governing the BPO industry have not adequately adapted to meet its increasing demands, leading to various challenges,” Lapid said in filing Senate Bill No. 2235 or the proposed BPO Workers’ Welfare and Protection Act of 2023.
“As a result, BPO employees find themselves at the mercy of a results-oriented industry,” he said.
“This situation exposes them to high levels of stress due to heavy workloads and stringent performance standards. They also face insufficient breaks and sudden changes in shift schedules. In an intensely competitive work environment, the health and safety of BPO employees have been compromised due to unrealistic expectations,” added the senator.
As of 2019, an estimated 1.3 million Filipinos are employed in the country’s BPO industry which has expanded and recorded great growth in the past two decades.
Lapid noted the Philippines appears to be the global leader in the BPO sector as more Filipinos are known to be more efficient and have lower wages compared to developed countries abroad.
The country’s BPO industry was also flourishing even during the Covid-19 pandemic, providing jobs and promoting the country's economy.
But despite this, Lapid said BPO workers still lack protection while demands continue to increase and are stuck in a results-oriented industry.
“We need to ensure that there are proper standards for workers in the BPO sector, including humane treatment as well as ensuring that there are adequate benefits, privileges and comfortable working conditions in companies,” he said.
Under the bill, BPO companies shall be mandated to uphold the rights and benefits of their workers under the Labor Code.
The bill also prohibits the use of abusive language, physical violence or any act which debases the dignity of a person or employee.
The measure also prohibits understaffing or overloading by ensuring that the ratio of BPO worker to client quota or quantitative targets shall be met reasonably to avoid overworking the staff.
The bill also mandates the regularization of BPO workers and upholds their rights to “self-organization and participate in democratic exercises,” among others.