The call center industry, or more widely called IT-BPO, has received its fair share of praise for contributing to economic and job growth, but a job in this industry still carries the stigma of low pay and low skill. We can take a look at the IT-BPO industry using data from the Bangko Sentral ng Pilipinas to shed some light on the graveyard shift.
IT-BPO (Information Technology - Business Process Outsourcing) has recently been a main economic driver for the Philippines, accounting for a significant portion of output and job growth. However, as I’ve come to recognize when I read a Rappler iSpeak article “In Defense of Telephone Operators,” the BPO industry still carries a strong stigma of being a ‘dead-end job,’ a job that does not require skill, or work that is poorly compensated. Do the numbers lend credence to that position? Let’s find out.
First, we can take a look at the details behind investment and consumption in the IT-BPO sector, the relative efficiency or returns on each type of IT-BPO, and the customers served by the industry in 2011. Such an overview can glean insight on the prospects of our BPO industry.