Disclaimer to the Disclaimer: I hate that writing nowadays always have to start with a disclaimer. People on the net flame each other like hell. Some are prone to over-sensitivity. This article is pure opinion (therefore, most of it is bullshit) so your opinions (therefore, your bullshit) are welcome as well. I don’t seek to bash my colleagues in the industry that has made a large part of who I am today. I don’t write in absolutes, only in puny generalizations. Not everything I say here applies to everyone and everything. This article is not based on any fact or research. This post is merely based on my oh-so-limited observations of my oh-so-limited worldview. I’ve only been in the workforce for a mere eight years, for just two companies so far. I’m just a kid, by most smart people’s standards. Commenters, please play nice with each other. Let’s make respect a more common commodity in the internet.
Disclaimer: I am not here to state that union-forming in Business Process Outsourcing companies (BPOs) would not be beneficial for the employees. I truly believe that if workers take a stand in an organized and official fashion, they would be more protective of each other’s rights and would be empowered against exploitation. This article is not about the benefits or the disadvantages of forming employee unions in Philippine BPOs. This article is about why BPO workers of the present time would find it extremely hard to form labor unions.
Why Can’t We Form Unions in BPOs?
Let’s first take a look at the background of current BPO workers. A typical BPO worker would be in their 20’s or 30’s, being proficient in English and all, most likely educated in a nice (read: conservative, Catholic) school. Growing up in the relatively quiet 90’s era, contentment means bfs/gfs, swanky smart phones, Starbucks every day, perhaps a car someday.
From a very early age, we were taught in our conservative, Catholic, English-as-a-medium schools to shut up, pray and obey. We were taught that speaking up for our rights is rash, brazen and wrong. The purpose of our education is to serve. We were taught to shun those noisy, strange, unfashionable rally-going kids who speak deep Tagalog, as if the government will ever hear their diatribes over their cheap megaphones. This culture had served the nuns and priests who run the schools and it sure does serve our current white masters.
We BPO workers are notorious for being transients, staying in a company for a few months, 2 years maximum, at our leisure. Supervisors and managers are in the same age group, with only a few years of experience. We manage to stay afloat… Nay, not just afloat but aggressively progress.
These factors keep unionization as the last thing on our minds. Not happy with your immature supervisor? Pack up and go. Not happy with your unfair manager? Go AWOL. Not happy with the way the company is run? There are plenty of other centers out there, desperate for workers. Tenure? Retirement? Who cares? Just keep the medical benefits and the money rolling.
How many of us really chose to be in this industry, anyways? How many of us actually studied to work for a call center? How many of us are actually nurses, teachers and engineers? We take this job because it pays, not because we love it, not because we are meant for it. We are told that we are paid more than we deserve. We are expected to shut up and just roll with it since we are paid more than the minimum wage. Do your job well. Do it perfectly, because after all, no other industry will give you a decent pay.
Although we have certain bravado of easy employment from one center to another, in our very hearts, we are also haunted by the idea of unemployment. We are afraid to rock the boat because we fear that we may not find employment outside of this industry.
It is the culture of a call center to make their employees intensely aware of other BPOs who are competing for clients. The outsourcing business is competitive, even cut-throat. We know that clients can take their business to other centers. We know that that one wrong move can send them packing to India or other countries.
A typical call center agent is intensely aware of every contract, memo and agreement that he signs. He knows that one step out of line and he’s toast. There is no real job security, only the hope of a new one.
Twentysomethings turn to thritysomethings, the thritysomethings hit their forties. Kids’ needs grow as families are formed, broken and reformed. We begin to think of mortgages, tuition fees, even retirement. We seek security, in our careers as well as our relationships. I cannot tell what the fate of the BPO worker population will be. I cannot say if and when they would realize their power as workers. I cannot say if and when they would realize the need for this power. Was it the same when the dot-com industries began and everybody was of the same age? I wonder.