Illegal dismissal in call centers hit

by Maria Elena Catajan, Sun Star, Apr 8, 2019

MEMBERS of the BPO Industry Employees Network (Bien) have reported a string of illegal dismissal cases and alleged unfair labor practices of some outsourcing companies in Baguio City.

In a statement sent to SunStar Baguio, the group said some business process outsourcing (BPO) firms continue to implement unjust policies like the eight-point attendance system, metric system, plotted pre-shift and post-shift overtimes, skyrocketing scorecard goals, and stagnant salaries.

“It’s been 22 months now since the issue of massive illegal dismissal and exploitation among rank and file call center agents shook the citizens and the entire BPO industry in the city of Baguio,” the group said.

Joel Capulong, spokesperson of Bien, appealed to local candidates to support the plight of BPO employees.

“It is high time for the local candidates to support the IT-BPO employees in the City of Baguio by including a proposed ordinance in their platform and actively help to make it an official ordinance. BIEN also appeals to all fellow call center agents and IT workers to vote the candidates who are willing to help in passing the proposed ordinance,” Capulong said.

Capulong also appealed to fellow call center agents and IT workers to vote for candidates who are willing to help pass the proposed ordinance.

Bien said that under the new eight-point attendance system, “the systematic attrition in attendance points is the newest scheme to exploit the front liner call center agents.”

One BPO company has been reportedly using the eight-point attendance system wherein employees are forced not to be tardy or absent even when they are sick.

Under this policy, .25 will be accumulated for every 1-5 minutes tardiness (or leaving early), .5 for being late five minutes, 4 hours, and one point for more than four hours late or missing the entire shift. Any employee who had accumulated eight points will be subjected to possible termination.

On the other hand, .25 will be deducted if an employee will be able to render 15 days or 120 hours without late.

Bien said plotted pre-shift and post-shift overtimes force the employees to render extra hours prior or after the eight working hours required by the Labor Code.

Any employee who fails to render extra hours will receive a notice to explain and will be subjected to possible suspension or termination.

In another BPO, Bien said one of their clients filed for bankruptcy protection in the last quarter of 2018 which led to the streamlining of employees working as customer service representatives for the company.

According to the employees, 70 percent to 75 percent of the whole workforce was already removed from the account. The agents were transferred to other accounts and are undergoing training.