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.
