The Business Processing/Outsourcing (BPO) sector has been a driving force for the Philippine economy, especially during the pandemic when several businesses were forced to close shop due to quarantine restrictions. As much as they help the country’s finances stay afloat, BPO workers do not receive appropriate aid from the government given their contributions to the nation. 

Recently, the Philippine Economic Zone Authority’s (PEZA) sudden announcement requiring BPO companies to resume most of their operations onsite gained flak from workers. Several concerns such as the lack of proper transportation to accommodate the workforce, and the lingering threat of COVID-19 remain to be addressed by the government. Given the scathing response from BPO workers, PEZA has compromised by allowing 30% of a BPO company’s workforce to continue working from home until September. 

Thus, in the coming elections, BPO agents Andrew Apdian and Cyril Galon who have been working in the industry for several years, seek a candidate whose platform would cater to their grievances. They hope that candidates would address issues like the lack of social aid to BPO agents, and labor malpractices that are rampant among BPO companies.

Kulê: Given the pressure by PEZA on BPO companies to resume onsite operations soon, what actions have your company taken? 

Apdian: Luckily, the company I work for opted to pay fines instead of availing of the tax incentives. They decided to prioritize feedback from the employees, and we are currently continuing the work-from-home setup. However, they are also encouraging employees who are open to working onsite to work onsite. 

Galon: Kaka-resign ko lang this month, and kaka-apply ko lang sa new company ko na nasa IT BPO sector din. For now, I am just waiting for my work to start. 

Sa former company ko before mag-start iyong April 1, yung return to office mandate ng PEZA, nag-agree na sila sa mandate na ‘yun. Before ma-implement ‘yun, we were given enough time naman para ma-notify kami ahead of time. [Nasabihan kami] kung ano mga kailangan gawin, ano ‘yung mga processes and yung documents that need to be completed or sent to [our] team leads so that maging smooth ‘yung transition from work-from-home to return to office.

Kulê: What is your take on the existing policies regarding the return to onsite work? Should WFH setups remain? Or are you in favor of a hybrid work setup?

Apdian: Personally, I prefer the work-from-home setup, but from an economic perspective, I see why some officials are promoting for employees to go back onsite, but I still believe that it is still an anti-poor policy. 

Given the fact that transportation is still a big issue, tons of people wait on the road to ride a bus, occupying 2 or 3 lanes in EDSA. Looking at the current situation and current policies, I think what the government is doing is not enough. I believe that the support that they are providing employees is not enough to actually push for onsite work [now.]

Onsite work becomes more expensive for the employees, and it’s harder for them to work as well. Recently, there are several BPO groups threatening to resign, I definitely [also] get their point. 

Galon: For me, hindi talaga magandang solution [‘yung return-to-office] for the agents kasi nga may risk pa rin ng COVID. Nagmamahalan din yung presyo ng mga basic commodities. Tumataas din yung pamasahe, yung pagod sa transportation and it’s not very convenient sa aming mga BPO representatives. Kahit nasa bahay naman, nagwowork naman kami, functioning naman at nagagawa yung trabaho. 

Gumagastos din naman kaming mga representative kahit na nasa bahay lang. Hindi valid reason para i-implement ng Government na mag-RTO para lang “mapasigla” yung economy. [Kaya] I do not agree with this mandate of the Government.

Kulê: In your opinion, do you think the current administration was able to help the BPO sector? Or would you think otherwise?

Apdian:  I haven’t felt any impact or support from the government, since most of the initiatives came from the company I’m working for. During the pandemic, I have been able to work for two companies. Most of the policies and support implemented are directives of the private sector instead of the government. 

Galon: Hindi naman nag-worsen yung kalagayan namin, it actually improved a little bit. Kasi during the Duterte administration, bumaba ang buwis. Dati kasi every cutoff, yung tax ko mga P2,000, since na-implement yung TRAIN law nabawasan s’ya ng mga 50 percent. 

Financially, nakatulong s’ya sa akin, but during the pandemic, nahirapan talaga ako. As BPO workers, considered daw kami as “middle-class workers” kaya hindi ako naka-receive ng kahit anong incentive or ayuda. Though nagbabayad naman [kami] ng buwis on time, yun yung downside kasi pag BPO worker ka, ‘matic na wala ka sa listahan ng DSWD. 

Kulê: What do you look for in a candidate running for office this election, especially for president? What’s the most important part of a candidate’s platform, with regard to your sector?

Apdian: For me, one of the enticing parts of a candidate’s platform would be for them to promote the hybrid work setup. Again, I understand why the government wants people to work onsite because of its economic impact, but as a worker, I also understand the benefit of working from home. So I think that promoting hybrid work for companies close to a 50:50 ratio would be the most beneficial platform to affect the BPO industry.

Galon: I guess ‘yung pinaka-importante na hinahanap ko sa isang candidate ay yung may malawak na knowledge tungkol sa IT-BPO industry. May knowledge s’ya on how to coordinate with private companies on how they can settle certain agreements, at paano nila madiscuss yung return to office setup na hindi masyadong maapektuhan yung economy. 

Isa din sa iniisip ko yung may malawak na knowledge sa buwis, until now nalalakihan pa rin ako sa mga taxes at ibang deductions like SSS and PAG-IBIG. I’m not very political kasi six years na akong hindi bumoboto, kaya hindi ako familiar sa mga current candidates, kasi ang mindset ko rin ay hindi naman na ako makakaboto. Given the chance, kung meron mang candidate na merong plataporma na nakakapagbigay ng maraming benefits or ayuda sa mga BPO agents, yun yung magiging preferred candidate ko.

Kulê: Are there any specific issues or concerns regarding the BPO sector that candidates should pay attention to?

Apdian: I would say the most pressing issue that the industry is facing [right now] is the onsite work policies that are being implemented, because it would create a big negative impact if a lot of BPO agents resigned [because of this] instead of having a hybrid setup.

Galon: Based sa experience ko sa previous company ko, wala kasing salary appraisal, hindi tumataas yung sahod. Talagang stuck yung basic salary ko, kahit gaano ka man katagal [sa kanila]. I guess plus points yun kung ang presidential candidate ay may platform na magbibigay ng mandate sa mga BPO company na mag-implement ng salary appraisal, sa mga tenured at sa mga performing agents. 

May performance-based incentives naman, pero para sa mga loyal na reps na kagaya ko, feeling ko hindi nababalik sa akin yung tamang sahod based sa performance ko. Sana yung candidate ay makapag-pasa ng resolution to ask BPO companies na magkaroon sila ng appraisal policy in the future.

Kulê: If you could reach out to the candidates this election, what would be your message to them?

Apdian: I would encourage them to promote a hybrid work setup, not just for the BPO industry, but for any industry that actually benefits from this. I completely understand that this does not apply to all industries, just like what other politicians are saying in their campaigns

Galon: Masasabi ko na lang sa mga candidates ay learn to listen na lang sa mga BPO agents, not sa mga BPO managers. Kasi pinaka naaapektuhan talaga yung mga pinakamababa which is yung mga agents. Sa mga nasalihan kong BPO pages sa Facebook, mostly naman lahat sila sinasabi nila kaya naman magtrabaho sa bahay. 

Siguro mag-focus sila na mag-survey sa mga BPO agents mismo for those na talagang nagcocommute, at wag dun sa mga BPO managers na main focus na lang nila kumita. They also need to listen talaga sa mga pinakamababa na naapektuhan ng return to office. ●