Call Center Agent Party-List: the Truths and the Misconceptions

It is human nature to fear what is unknown. There is no denying that fact. However, to Hope is also naturally human. The power of hope gives us inspiration, strength to strive better and makes life easier to deal with.

When I came on board with ACCAP - Association of Call Center and BPO Agents of the Philippines, there was no doubt in my mind that this group aiming to represent the ideals and aspirations of thousands of call center agents will face a big challenge to overcome stereotyping and misconceptions about their cause. Call center agents like most nonchalant Filipinos are naturally disgusted by traditional politics and virtually anything related to it. It is natural for them to feel indifferent to a cause which they feel do not address their needs. It is natural for them to feel nothing about a group who they don't know the real people behind. It is natural for them not to care if it doesn't answer "what's in it for me?"

As part of the ACCAP team, let me now address these fears and misconceptions so call center agents can tell between the truths and the myths behind this call center agent party-list group.

Misconception #1: The ACCAP or the Association of Call Center & BPO Agents of the Philippines is backed up by unscrupulous politicians looking to take advantage of the Partylist system and handle special privileges that comes along with getting elected.

The Truth: ACCAP is grassroots-organized group formed 2 years ago led by its founder Kevin Carreon, a call center agent of Eperformax along with several of his friends. The concept of this partylist group was created solely to address the special needs of call center agents as a gainfully-employed sector of society. The people behind Kevin's group are also pioneers of the industry who have years of experience within the call center industry.They are also friends and relatives of Kevin and his group. ACCAP prides itself with its principle of being an independent group which means it does NOT have ties with big business, leftist or extremists and no politician backers. It is truly a group formed of call center agents, by call center agents and for call center agents.

Misconception #2: A call center agent party list will scare off call center companies and BPO clients.

The Truth: The major agenda of ACCAP is to improve the welfare of call center agents through creative means. The one of the biggest goal of ACCAP is to help call center employees when the need arises. Proactive concepts are in the pipeline to anticipate their future needs as an employee which will hopefully make them realize that there is a future in working for call centers and make them stay longer. Making them stay longer and building a fruitful career out of what they are doing now will eventually lead to employee satisfaction and lower agent attrition. On the business side, outsourcing companies will soon realize that efforts by this call center agent partylist are beneficial to their business because it lowers their cost to operate, it helps them keep the employees within their fold longer and lowers their overall attrition rates. When these goals are finally realized, I doubt there would be one single BPO company that would take their business elsewhere.

Misconception #3: Money is the root of all evil. To get pork barrel is a sole driving force behind this call center agent party-list group.

The Truth: In the event a call center agent representative gets elected, all legislative funding privileges down to the single centavo will be allotted to the conceptualized projects aimed towards uplifting the lives of their constituents. Full transparency, regular audit and accountability will be exercised.

Misconception #4: ACCAP is only using this opportunity to take advantage of the call center agent voting population.

The Truth: I have sat down and listened to the leaders of ACCAP and in just a short span of time I have come to realize we share the common vision of improving the lives of call center agents and helping the society as a whole. We are also from the call center industry and while some of us have loved ones also working as call center employees. It is not in our best interest to take advantage of people we love and the business/employment which keeps our families alive.

Misconception #5: The people behind ACCAP are so secretive. Their accap.ph website does not elaborate any platform they stand for. Maybe they have a hidden agenda.


The Truth: The Association of Call Center & BPO Agents of the Philippines group is an independent grassroots group formed by call center agents and so far only financially supported by their families and friends who believe the group can make a difference.Funding to support its cause has been difficult while gathering support to build a useful portal has just been obtained. After much collaboration with industry experts and call center agent friends, bigger and better things are lined up for ACCAP in the next few days. An all new and improved website will provide all the info people will need and encourage interaction between call center communities. News write-ups will feature ACCAP and the platform they will stand for. A press conference should be held next week to show the whole country what is ACCAP, who are the people behind it and what difference it will make to the call center community once elected.

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