A Study on the Implications of the Working Conditions and Existence of Gender Biases in the Call Center Industry Based on the Narratives of Call Center Representatives

Abstract

The call center industry has been very controversial since its emergence in the Philippines during the 21st century. This is basically because of the above-average basic salary that it offers as well as its high employment rates, both of which are especially important to Filipinos, as there is eminent lack of job opportunities in the country leading to high unemployment rates and poverty. Filipinos may see the surfacing of this industry in a positive regard as it seemingly contributes to the development of the Philippine market economy and the whole of society. Yet despite the benefits that the call center industry brings about the country, social issues and concerns may be uncovered in relation to its operations. These concerns may be rooted in the nature of the call center job as well as the working conditions of call center agents employed in the industry. The manifestation of gender bias, an issue of which had long been existent in the society, is also examined together with its effects and implications in the personal lives of the agents. Such mentioned issues are discussed in a manner wherein the agents themselves narrate and expose their own experiences of and reasons for working in various call center companies in Metro Manila.