Philippines Call Center Workers Face Challenges
Vocabulary
Direction: Read each word and let the student repeat it.
outsourcing
[ˈaʊtsɔːrsɪŋ] (noun)
– the process of arranging for somebody outside a company to do work or provide goods for that company
ex.The outsourcing of IT services to India is a common practice.
outsourcing
[ˈaʊtsɔːrsɪŋ] (noun)
– the process of arranging for somebody outside a company to do work or provide goods for that company
ex.The outsourcing of IT services to India is a common practice.
shift
[ʃɪft] (noun)
– a group of people who work together during a scheduled period of time
ex.The night shift at our company is very difficult, but well-paid.
[ʃɪft] (noun)
– a group of people who work together during a scheduled period of time
ex.The night shift at our company is very difficult, but well-paid.
revenue
[ˈrevənuː] (noun)
– the money that someone receives in exchange for a service
ex.Our company’s revenues have increased by 15% in 2014.
[ˈrevənuː] (noun)
– the money that someone receives in exchange for a service
ex.Our company’s revenues have increased by 15% in 2014.
ailment
[ˈeɪlmənt] (noun)
– an illness that is not very serious
ex.As you grow older, you will suffer from more ailments.
[ˈeɪlmənt] (noun)
– an illness that is not very serious
ex.As you grow older, you will suffer from more ailments.
world-over
[wɜːrld ˈoʊvər] (noun)
– everywhere in the world
ex.We are not that different world-over.
[wɜːrld ˈoʊvər] (noun)
– everywhere in the world
ex.We are not that different world-over.
cardiovascular
[ˌkɑːrdioʊˈvæskjələr] (adjective)
– connected with the heart and the blood vessels
ex.If you continue eating unhealthy food, you risk developing cardiovascular diseases.
[ˌkɑːrdioʊˈvæskjələr] (adjective)
– connected with the heart and the blood vessels
ex.If you continue eating unhealthy food, you risk developing cardiovascular diseases.
Article
Direction: Read each paragraph and let the student repeat it.
Philippines Call Center Workers Face Challenges
When Americans call for customer support there is a good chance the agent on the other end of the telephone line is Filipino.The Philippines has the world’s largest business process outsourcing, or BPO, industry, employing some one-million workers.One of them is Angeline Rodriguez. The 30-year-old trained nurse says she makes more money working the overnight shift at the C3 call center, where she and 2300 colleagues handle customer service for several foreign companies, answering up to 200 calls per night.[…]BPO centers are now among the Philippines’ largest sources of revenue, making the country’s economic growth the fastest in Southeast Asia.But for all of the financial rewards, there are concerns that the lack of sleep and odd hours contribute to unhealthy lifestyles.Researcher Victoria Fritz says overnight call center employees the world-over face these risks.“I found that BPO workers who work the night shift develop physical ailments over the years,” she said. “Among the findings is they develop cardiovascular diseases, type 2 diabetes and obesity.”For about $7 a month, employees at the BPO center C3 can sign up for fitness classes at an onsite gym.But some workers say they are more bothered by the toll the overnight shift has taken on their social lives.Customer service agent Angeline Rodriguez says after five years of working in the industry, she has gotten used to it.“Social life, I don’t really have one right now. I’m not really into it, I’d rather work,” she said.She adds that if she wants to make new friends, or a boyfriend, there are plenty of people on her same shift.
Questions
Direction: Ask the students the questions, and give the answers.
- 1How many Philippinos work in the BPO industry?
- 2How many calls does Angeline Rodriguez answer every night?
- 3Which country has the fastest economic growth in Souteast Asia?
- 4What kind of ailments can affect BPO workers?
- 5What are BPO workers most concerned about?
“Around 1 million.”
“up to 200 calls.”
The Philippines
“Cardiovascular diseases, type 2 diabetes and obesity.”
“The lack of a social life.”
Discussion
Direction: Discuss the topics.
- 1How big is the BPO business in your country?
- 2How do you feel about your current job?
- 3How easy is it for you to have a social life? Why?
Follow-up question1: What is the biggest economic sector in your country?
Follow-up question2: What are the best-paid jobs in your country?
Follow-up question3: Is it easy to find a good-paying job in your country? Why or why not?
Follow-up question2: What are the best-paid jobs in your country?
Follow-up question3: Is it easy to find a good-paying job in your country? Why or why not?
Follow-up question1: What are the best parts about your job?
Follow-up question2: What are the worst parts about your job?
Follow-up question3: What would you improve about your current workplace?
Follow-up question2: What are the worst parts about your job?
Follow-up question3: What would you improve about your current workplace?
Follow-up question1: How often do you work overtime?
Follow-up question2: Do you think that everybody should be free on weekends?
Follow-up question3: How often do you go out to bars, clubs or restaurants?
Follow-up question2: Do you think that everybody should be free on weekends?
Follow-up question3: How often do you go out to bars, clubs or restaurants?
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