Republic of the Philippines
HOUSE OF REPRESENTATIVES
Quezon City

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SEVENTEENTH CONGRESS
Second Regular Session

6882

HOUSE BILL NO. ~~

Introduced by Representative Michael L. Romero

EXPLANATORY NOTE

The Philippines has a very rich and promising call center industry, these sectors
include health care and insurance providers, tourism planners, airline and travel
executives, safety and security workers. Also involved are sectors in finance, real
estate, retirement planning, communications and advertising, as well as those in
information technology. The timely, relevant and strategic inputs of
all concerned sectors lead to increased Philippine industry competitiveness
amidst the increasing opportunities in the field.

1.2 million Filipinos work in call centers based in Manila and across the
Philippines. The BPO industry has been a blessing for the nation and has created
a middle-class that was nearly non-existent before the late nineteen-nineties.
Trickle down businesses in the capital city have flourished over the last two
decades and depend heavily on the disposable income of twenty-something
call centre representatives (CSR) who, in many cases, have few bills to pay.

Eighty percent of all call centre jobs will disappear by 2025; With an average
salary of $450 per month, that results in 5.2 Billion USD disappearing from the
Philippine economy. Six percent of the Philippine GDP is from call centers and
the elimination of these dollars will cause an economic fallout that the
Philippines has never experienced before.


Countries all over the world are thinking of viable means to reduce their costs of
delivering quality and sufficient BPO services for their public and private
subscribers.

In recent years, the Philippines has gained considerable momentum in the BPO
industry and this pace can only be further improved through sustained and
focused attention for its growth.

It has been noted that the Philippines is a perennial provider of BPO services,
with the high level of competence, their ability to communicate well in English,
the upgrade of equipment and infrastructure to provide very efficient services,
as well as the innate hospitality of the Filipino people.

This House Bill seeks to foster the continuity and expansion of a responsive call
center (BPO) workforce. This House Bill also seeks to regulate and set the proper
standards and adequate protocols of the entire call center (BPO) industry.

Thus, the early passage of this bill is earnestly requested.

MICHAEL. ROMERO Ph.D.

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Republic of the Philippines
HOUSE OF REPRESENTATIVES,
Quezon City

SEVENTEENTH CONGRESS
Second Regular Session

HOUSE BILL no 8882

Introduced by Representative Michael L. Romero

AN ACT

CREATING THE CALL CENTER WORKERS WELFARE
ADMINISTRATION, DEFINING ITS POWERS AND FUNCTIONS, AND
FOR OTHER PURPOSES
Be it enacted by the Senate and House of Representatives of the Philippines in

Congress assembled:

SECTION 1. DECLARATION OF POLICY - it is hereby declared a policy of the
state to protect and uphold the security and welfare of all call center

workers/agents.

It is also a policy of the state to create a welfare administration that will
oversee, regulate and create an effective control mechanism for all this call

center workers/agents.

It shall hereby be declared a policy of the state to create a CALL CENTER
WORKERS WELFARE ADMINISTRATION.


SECTION 2. COMPOSITION OF THE CALL CENTER WORKERS WELFARE
ADMINISTRATION:

1. Department of Labor (DOLE);
2. Arepresentative from the top call center firms; and

3. An executive director, appointed by the Office of the President (OP).

The Welfare Administration shall choose its official home base, and

organize a staffing protocol to aid and carry out its functions.

SECTION 3. POWERS AND FUNCTIONS OF THE REGULATORY BOARD:

* Promote security and welfare;

e Facilitate immediate rendering of critical procedures;

e Rationalize the ease and comfortability of all services;

« Make improvements in both technology and standards of handling
in the countries industry; and

* Establish competitive and excellence in the undertaking of their

tasks at all times.

SECTION 4. PROTOCOLS AND GUIDELINES:

List of policies that shall be created:

Employee Code of Conduct for Online Communications
Employee Code of Conduct for Company Representation
Employee Code of Conduct for Online Representation
Employee Disclosure Policy

Employee Usage Policy

Employee Personal Policy

Employee Personal Network Policy


Corporate Post Approval Process
Corporate Commenting Policy
Corporate Usage Policy
Corporate Messaging Policy
Corporate Account Policy
Corporate Public Comment Policy
Company Security Policy

SECTION 5. APPROPRIATION -

The amount determined by the CALL CENTER WORKERS WELFARE
ADMINISTRATION for the implementation of this Act shall be charged
under the existing General Appropriations Act.

Thereafter such amounts necessary for the successive and continuous
implementation of this Act, including the operational, organizational and
developmental funding shall be automatically appropriated in the
General Appropriations Act.

SECTION 6. TRANSITORY PROVISION — Existing industries, businesses and
offices affected by the implementation of this Act shall be given six (6)
months transitory period from the effectivity of the IRR or such other period

as may be determined, to comply with the requirements of this Act.

SECTION 7. IMPLEMENTING RULES AND REGULATIONS - The departments
and agencies charged, to be lead by the DOLE with carrying out the
provisions of this Act, shall within sixty (60) days after the effectivity of this
Act, formulate the necessary rules and regulations for its effective

implementation.


SECTION 8. REPEALING CLAUSE - All laws, decrees, executive orders, rules
and regulations, or parts thereof inconsistent with the provisions of this Act
are hereby repealed or modified accordingly.

SECTION 9. SEPARABILITY CLAUSE - If, for any reason, any section or
provision of this Act is held unconstitutional or invalid, the other sections or

provisions hereof shalll not be affected thereby.

SECTION 10, EFFECTIVITY CLAUSE — This Act shall take effect after fifteen
(15) days from its publication in the Official Gazette or in at least two (2)
national newspapers of general circulation whichever comes earlier.

Approved,