The proposed US House Bill (HB) 3596 “Call Center and Consumers Protection Bill” incited Department of Labor and Employment (DOLE) Secretary Rosalinda Baldoz to order the Philippine Overseas Labor Office (POLO) in Washington to observe the progress and impact of the bill on business process outsourcing (BPO) firms in the Philippines.
Baldoz said that while it is still early to tell what impact the bill would bring considering that it is not yet signed into a law, a briefing and impact assessment will be asked from the country’s labor attaché in the US.
The main goal of the bill is to stop US companies from outsourcing operations to offshore locations. It also includes several clauses that will alter offshore call center protocols. Some of which are: callers from America will be given an option to be transferred to a local agent and the operator should disclose his/her location when asked.
Furthermore, Philippine administrators have asked the Aquino government to act on the situation to protect and promote the country’s BPO sector, as it is now considered the leader in providing voice-based work.
Baldoz added that if the US bill becomes a law, BPO operations, as well as employment in the country will be adversely affected.