MANILA, Philippines -- Former labor undersecretary Susan Ople urged the call center industry to follow the guidelines set by the Occupational Safety and Health Center (OSHC) of the labor department to promote the health and well-being of thousands of call center agents in the country.
Ople noted that the OSHC has called on different companies to formulate policies that will indicate management’s commitment to a safe and healthful workplace.
Under Department Circular No. 1 which was issued last March, the employer has to formulate and implement an appropriate OSH program in accordance with the government’s Occupational Safety and Health Standards and other health-related issuances by the DoLE. The rule also mandates employers to organize Safety and Health committees in their workplace, pursuant to Rule 1040 of the OSHS.
“The BPO (business process outsourcing) sector is a leading star of the economy and must now illuminate the path towards better safety and health standards in the workplace,” the daughter of the late labor and foreign affairs secretary Blas F. Ople said.
The founder of the Blas F. Ople Policy Center noted that many call center agents are new entrants to the workforce and may not be sufficiently aware of their rights and obligations as employees.
“They have a right to a safe and healthy workplace and to humane conditions at work,” Ople pointed out.
She said that employees in the BPO sector are prone to work-related musculoskeletal disorders, eye fatigue, and physical stress due to long and irregular hours at work. The Center also noted a number of complaints regarding security threats and harassments experienced by night shift workers to and from their place of work.
“Call center employees that work the night shift are more prone to muggings and sexual harassment because they have a set routine and thus can be easily victimized by street hooligans,” Ople explained.
The former DoLE official noted that the labor department has relaxed its rules to allow call center companies to employ women workers for nightshift duties. “Such exemptions must be matched with appropriate safety and health benefits such as free shuttle services for night shift workers,” she stressed.
The Blas F. Ople Policy Center has initiated an online petition for free shuttle services for night shift call center employees. The petition can be found at www.oplecenter.org.
Ople said the country’s successful business processing and outsourcing industry must lead the way in providing non-wage benefits to its employees. According to industry reports, the BPO sector, led by call centers, posted $4.8 to $5 billion in revenues in 2007, compared to the $3.4 billion in 2006. It also generated 320,000 full-time jobs in 2007 versus 237, 000 in the previous year.
Despite the steadfast growth of the call center industry, it continues to have a high turn-over rate among employees. “There are high emotional and physical burdens attached to this line of work and it is best if the industry itself sets the example in addressing the welfare of their employees,” Ople added.
She said that a few leading call center companies have been able to promote safety and health standards in the workplace. “A shuttle service for employees will go a long way to assure them and their families that management does care about its workforce,” Ople said.
