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News : Imee Urges DOLE to Probe Call Centers Over 'Exploitation' of Pinoy Workers Amid Pandemic

#contactcenterworld

Manila, Philippines, June, 2020 -- The Department of Labor and Employment (DOLE) should look into alleged abuses being committed by call center companies against Filipino workers amid the COVID-19 pandemic, Senator Imee Marcos said Monday.

Marcos, who chairs the Senate committee on economic affairs, said her office has been receiving reports of unfair practices under the work from home arrangements of some business process outsourcing (BPO) companies.

These include unreimbursed costs for electricity and wifi access, and extended home-based work shifts with no extra pay.

The non-payment of salaries in the last three months, forced use of maternity leave credits, and denial of separation pay were also mentioned by the senator.

"The complaints are not just coming out of smaller call centers but also from top-listed companies that were earning billions in annual income. One even reportedly cut its workforce to less than half," Marcos said.

She underscored that the DOLE has previously released labor advisories stating that flexible work arrangements must undergo consultation between the employer and employees, and that adequate support should be provided to those who will be working from home.

"BPOs must take care of their employees in anticipation of a bounce-back in business post-COVID, as companies in other sectors will turn to outsourcing services to cut costs," Marcos said.

The senator said the BPO industry's contribution to the Philippine economy grew to around 12% of gross domestic product in 2019 from a mere 0.7% in 2000.

She added that projections prior to the COVID-19 pandemic showed that the 1.4 million-strong call center workforce in the country may reach 2.5 million this year.

On Sunday, Labor Secretary Silvestre Bello III said the local BPO industry may need 6,000 more employees amid the health situation as players eye operation expansion in Metro Manila, Clark, Pampanga, and Cebu.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.gmanetwork.com


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Today's Tip of the Day - Telephone Service

Read today's tip or listen to it on podcast.

More Editorial From Department of Labor and Employment

Published: Thursday, June 25, 2020

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2020 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

4.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

5.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

6.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

7.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

8.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
PH: 213-943-2023
 

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