The 2016 jobs target of the business process outsourcing (BPO) industry might not be met as more and more call center agents in the Philippines are seen leaving the sector. Issues related to health and work-quality are cited by the agents who opt to work abroad.
Working at night is the main reason many call center agents leave their jobs here and look for work elsewhere, pushing them to find countries that have closer time zones to clients, said Contact Center Association of the Philippines Inc. (CCAP) Executive Director Joselito Uligan. In addition to that, he said the 9 to 10 percent attrition rate according to the Business Processing Association of the Philippines (BPAP) is mostly from the call center sector.
The current attrition rate of the BPO workforce, consisting of more than 400,000 employees, is composed of call center agents who either work from one company to another or leave to work in countries such as Malaysia and Singapore.
A 2.89 percent increase was seen in the number of workers leaving the country to work overseas, from 1.092 million in 2009 to 1.124 million in 2010. Remittances ($18.3 billion) from OFWs last year make the BPO industry strive for a larger target for 2016 with $15 billion, which, according to BPAP, will only be achieved if the BPO sector employs 1.1 million workers.