Republic of the Philippines 
HOUSE OF REPRESENTATIVES 
Quezon City 
19TH CONGRESS 
First Regular Session 
HOUSE BILL NO. ___ 
 Introduced by Honorable 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. 
July 1, 2022 
11:29 am
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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 L. ROMERO Ph.D. 


Republic of the Philippines 
HOUSE OF REPRESENTATIVES 
Quezon City 
19TH CONGRESS 
First Regular Session 
HOUSE BILL NO. ___
Introduced by Honorable 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: 
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1. Department of Labor (DOLE); 
2. A representative 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; 
• Facilitate immediate rendering of critical procedures;  
• 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 shall 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,