Silenced voices in the voice industry: labor unionism in the call center industry

Abstract

The call center industry is one of the “new sectors” in the Philippine economy which has remained union-free for several years. This study explored how the working conditions in the call center industry affect its workers’ willingness to unionize. Sixteen call center workers based in Metro Manila and three key informants were interviewed. Interviews were recorded, transcribed, coded and analyzed through content analysis. Call center work is commonly perceived as a source of easy money for its workers receive relatively high salaries by simply answering calls. However, high salaries do not translate to decent working conditions. Call center workers are exploited by call center companies as workers are subjected to dire working conditions. The nature of their work has also adversely affected their health, security and safety. Thus, the awareness of the poor state of their working conditions and of their rights as workers predisposes them to unionize. Despite this, the call center companies and the government reinforce each other in barring labor unions from taking root in the industry. With these, the study exposes the reality behind call center work, and the need to unionize the industry. It also provides lessons on how unionizing the industry would be more possible.