The Philippines has stood as one of the world’s leading business process outsourcing (BPO) hubs over the past two decades, where 16% of the global contact center workforce is located. What started in the early 2000s as a small industry offering basic call center services has expanded into a major source of employment for 1.8 million Filipinos. 

With its strong English proficiency, cultural compatibility with Western countries, and competitive labor costs, the country quickly attracted global companies looking to outsource their operations. Today, the BPO industry plays a vital role as the backbone of the Philippine economy, supporting not only professionals but also many working students who rely on these jobs to fund their education and daily needs.

However, the Keep Call Centers in America Act, a proposed legislation in the United States (US), is designed to limit the outsourcing of call center jobs to other countries and encourage companies to keep these positions within the US. Introduced as a bipartisan effort by Sens. Ruben Gallego and Jim Justice, the bill has three main objectives: to identify companies that outsource outside the United States, to prohibit them from obtaining government-guaranteed funding or loans, and to oblige them to disclose the actual location of these agents to customers.

BPO was once dubbed as the “sunshine industry” due to the revenue generated by the then-emerging industry, but the bill now exposes the sector’s fragile foundation.

Caught between stability and fear

Like many working students, the priorities of Oceanne Mulato, a third-year AB Communication student, are immediate: earning enough to stay in school while gaining experience for the future. 

“I chose to work in the BPO industry mainly for income, experience, and flexible schedules as a student,” she shared.

Beyond emotions, the possible impact of the act also raises concerns about day-to-day realities. Mulato anticipated changes that could disrupt the already delicate balance between academics and employment.

“Parang may have potential for job security [ang bill], but at the same time, may pressure and uncertainty about how it will affect our industry and stability,” she added.

Similarly, Jian Paculaba, a third-year AB Anthropology student, was already employed when he first learned about the proposed bill. Still, he recognized its implications early on. 

“As a student, I rely on flexible work arrangements to support my academic needs, and the possibility of reduced outsourcing could mean fewer opportunities or increased competition for available positions… The immediate thought that came to mind was the risk of losing my job and the grave effect it could have on Filipino BPO workers and the industry,” he said. 

Drawing from experience, he added that many of his co-workers are “parents, working students, and breadwinners who relied on these jobs for stability.”

A pretense of security

Bills aimed at protecting BPO workers have been pending since the 13th Congress. These remained a promise during President Ferdinand Marcos Jr. administration, which left the foreign capital-dependent industry vulnerable to new threats and laws both inside and outside the country. 

The government has been a pioneer in the entry of foreign businesses into the local market, as evidenced by the rapid growth of ecozones or Philippine Economic Zone Authority sites in the country since the last decade. Most of the more than 400 PEZA sites currently operating are listed as IT hubs where companies enjoy lower taxes, regulations, tax holidays, and duty-free importation. 

In exchange for this, the promise of jobs and investment is meant to supposedly bring the country’s workforce up to par with the world. But in reality, their goal is to amass more and more profits and earn more by finding cheap labor. Compared to other countries, Filipino call center workers’ wages are over 80% lower. The main reason for this decline is the search for cheap labor by large foreign companies to lower production costs. 

For many Filipino BPO workers, job security is not defined by performance or dedication, but by decisions made beyond their borders. Coupled with policies that favor foreign companies is the lack of space for workers to fight back. The BPO industry is attractive to foreign capital not only because of its low wages and taxes, but also because of the lack of unions that can prevent their exploitation.

In this sense, the bill does not just threaten employment—it exposes the fragile foundations of an industry that countless individuals depend on for stability and survival. With the lack of protection and rights for workers, the Philippines has been among the ten countries in the world with the worst conditions for workers. 

Paculaba also pointed to a larger national issue, emphasizing that “this issue would not be as alarming if the Philippines itself could provide secure and sustainable job opportunities.” He added that many Filipinos rely on outsourcing due to “limited local employment options,” revealing a broader structural dependence on foreign economies. While the administration is touting the country’s robust labor market, the number of part-time jobs is still on the rise this year, which could reach almost 73% of the labor force. 

In the end, the story of the BPO industry is not just about policies or profit—it is about people. It is about the students and the whole Filipino workforce, who navigate demanding schedules, uncertain futures, and global forces beyond their control. 

As debates over outsourcing continue, their voices remind us that behind every policy are real lives affected by its consequences. 

Caught between opportunity and uncertainty, Filipino working students continue to push forward, not just to survive the present, but to secure a future they can truly call their own.

Editor’s Note: This article was first issued in the January to May 2026 Second Semester Newsletter of Atenews.