Call Center Scheduling Featured Article
New Employee Rights Rules Could Change Call Center Scheduling in the Philippines
Call center scheduling may not be the favorite task of the manager on duty, but it’s a task that must happen if the center hopes to drive a successful operation. In the United States, there are certain rules in place to protect the employee and ensure a healthy environment. In the Philippines, new laws have been introduced to protect the rights of the call center worker.
A recent GMA Network report highlighted the news noting Sen. Miriam Santiago’s push for the right to organize labor groups if the Magna Carta for Call Center Workers Act, also known as Senate Bill 57, is approved. As much as the BPO industry in The Philippines contributes to the economic growth and sustainability of the country, Santiago assumes the nation would also want to protect this important industry.
The industry alone is expected to generate as much as $16 billion in revenues and support 720,000 jobs this year. Revenues in this country have risen steadily since 2009, with 2012 revenues hitting $13.5 million. With so much business coming into the region, those centers focused on supporting the growth are tasks with managing the proper approach to call center scheduling to ensure success.
If passed, the call center bill would provide workers in this industry the right to organize and join labor organizations, access to a working environment considered both safe and healthy, and the right to stay in their employer’s premises until daybreak if working the night shift. This last right is to ensure the safety of those individuals responsible for working the night shift.
The later shift in the call center scheduling rotation has received additional focus as the International Labor Organization has produced studies showing the dangers involved in working the third shift in the call center. According to one of the organization’s studies, 42.6 percent of call center employees are working the night shift.
Of these individuals working the night shift, 47.7 percent report problems with insomnia and 54 percent suffer from fatigue. Others have reported problems with should and back pains, neck issues, eye strain, voice problems and other health-related issues. As prolonged computer work and the night shift can contribute to legitimate health and safety concerns, a closer look at the rights of the workers is needed.
For the manager in charge of call center scheduling, these new rules – if passed – could introduce new challenges into the scheduling routine. While the easiest approach would be to alter the schedules to ensure agents are working during sunrise, avoiding a shift change during that time could impede the productivity of the center.
Likewise, the next logical move on the part of the legislatures is to try and mediate the health problems as a result of call center work. Should rulings come down in favor of the employee base, the benefits associated with outsourcing work to the Philippines may soon be overshadowed by the long-term health effects driving up the cost of supported services.
The outcome in this case is one worth watching.Edited by Stefania Viscusi