Nearshore Americas
BPO Cebu

Call Centers in Cebu City Brace for Mass Resignation

About 40% of BPO workers in the Filipino city of Cebu will quit their jobs in the next 90 days,  a survey by online job portal Mynimo has found.

The reason for this “great resignation” is the expansion of employment prospects in other industries.  Despite being among the top-paid workforces in the Philippines, call center agents are being lured away by higher-paying positions in other sectors, the survey stated.

When the COVID-19 virus spread over the city in 2020, most economic sectors suddenly became barren. The BPO sector, nontheless, was able to stand its ground thanks to remote work arrangements.

Those who abandoned their employment and worked at contact centers are considering a return to their previous line of work.

“During the height of the pandemic, the BPO sector emerged as the only employment option for many workers. However, now that other industries have regained stability, many workers are exploring the option of returning to their previous professions. This leaves potential vacancies in the BPO industry,” said Wesley Chiongbian, CEO of Mynimo.

In addition, the lack of financial rewards and the need to work through the night is driving many professionals out of the industry.

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BPO sector lobby groups have brushed off claims of a “mass resignation,” noting that contact centers are expanding their payrolls and doing well.

The BPO workforce in the Philippines increased from 1.29 million in 2019 to 1.57 million in 2022, with annual revenues increasing from US$26 billion to US$32 billion, according to the IT and Business Process Association of the Philippines (IBPAP).

Narayan Ammachchi

News Editor for Nearshore Americas, Narayan Ammachchi is a career journalist with a decade of experience in politics and international business. He works out of his base in the Indian Silicon City of Bangalore.

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