Analysis on the BPO Industry’s Impact in Underemployment Rate and

Unemployment Rate in the Philippines

In Partial Fulfillment of the Requirements in

Economic Analysis (MGT 205)

For the Degree of Master of Management in Business Management

Submitted by:

Jericca T. Celendro

Yza Belle S. Vego

Submitted to:

Cheryl Joy Fernandez Ph.D.

Introduction

The business process outsourcing (BPO) sector became a major player in the
Philippines two decades ago, and has come a long way since, earning the country a
reputation as a global leader in BPO. Today, the country commands 13 percent of the
global BPO market. The sector accounts for 6 percent of gross domestic product and
directly employs 1.2 million Filipinos according to an article published by Sameer
Khatiwada of Asian Development Bank in 2018. Furthermore, the Information
Technology and Business Process Association of the Philippines (​IBPAP) expects the
total number of workers directly employed in the industry to increase from 1.2 million in
2016 to 1.8 million by 2022. In fact, The Philippines ranks 10th among the world’s top
outsourcing destinations, according to 2019 A.T. Kearney Global Services Location
Index. This ranking is based on financial attractiveness, people skills and availability,
and business environment. The country moved down three spots in the ranking from 7th
place in 2017 due to the struggles in the business environment score, as well as a
sub-average score in digital resonance. And, as the labor in Metro Manila is becoming
increasingly saturated through the years, companies moved on to other markets,
including Cebu, Davao, Iloilo and Dumaguete. Because of this, the Philippines
government has been a key promoter of the industry for the past ten years. The
Philippines Development Plan highlighted BPO as one of 10 high potential and priority
development areas. Government programs provide training for BPO applicants, and
give investors numerous benefits including tax holidays, tax exemptions, and simplified
export and import procedures (DCR, 2015).

In a macroeconomic perspective, the service sector accounted for 60 percent of the

country’s gross domestic product (GDP) in 2017, in which the BPO industry played a
significant role in (Bajpai, 2019). In terms of contribution to the GDP, the ​service sector
of the Philippines increased from 57.5 percent in 2014 to 60 percent in 2017, according
to the World Bank. The services sector now employs 54 percent of the country’s
workforce, which is more than the agricultural and industrial sectors combined.

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By this year, the Philippines is home to 851 registered BPO companies, more than half
of which are call centers (429), based on the ​latest Philippine Statistics Authority (PSA)
data​. Almost 400 (46.2 percent) firms provide computer or IT-related services. Twenty
are medical transcription businesses, while nine are animated films and cartoon
production houses. Latest PSA data shows that the BPO industry employs 575,600
workers, with a majority (87.6 percent) in call centers. Nearly 12 percent work in
computer or IT-related firms, 0.5 percent in medical transcription, and 0.3 percent in
animated films and cartoon production. (Zoleta, 2019)

According to Invest Philippines, “The Philippines gained considerable traction as a BPO

location based on the availability of professionals with the required language skills,
cultural affinity with the U.S. (the main BPO market) and strong customer service
orientation of its workforce. This government openly acknowledged the industry as a
key driving force for growth and employment in its Medium-Term Philippine
Development (2004-2010).”

Underemployment and Unemployment Rate in the Philippines

According to the September 2019 date from the Philippine Statistics Authority (PSA), in
July 2019, the Labor Force Participation Rate (LBPR) of the country is at 62.1 percent
given the population 15 years old and over of 73.1 million where the labor force
population consists of those employed and unemployed aged 15 and above. Comparing
this to the data for July 2018, where the participation rate was at 60.1 with 71.7 million
population 15 years and over, an increase is seen in the number of Filipinos in the labor
force. However given this population in the labor force, 5.4 percent are unemployed and
94.6 are employed with 13.6 percent being underemployed.

Employed, as defined by PSA, consists of people in the labor force who are reported
either as at work or with a job or business although not at work. People at work are
those who did some work, even for an hour during the reference period.
Underemployed, on the other hand, refers to the employed persons who express the

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desire to have additional hours of work in their present job or an additional job, or have
a new job with longer working hours.

Starting April 2005, the new unemployment definition was adopted per NSCB
Resolution Number 15 dated October 20, 2004. As indicated in the said resolution, the
unemployed include all persons who are 15 years and over as of their last birthday and
are reported as: (1) without work and currently available for work and looking for work;
or (2) without work and currently available for work but not looking for work due to the
following reasons:

1. Tired/believed no work available

2. Awaiting results of previous job application
3. Temporary illness/disability
4. Bad weather
5. Waiting for rehire/job recall

On the other hand, the Philippine Statistics Office defines underemployment as those
employed persons who express the desire to have additional hours of work in their
present job, or to have additional job, or to have a new job with longer working hours.
This means that these people either feel that their current jobs do not fully utilize their
capabilities, or that their compensation in their current work does not meet their
economic needs. According to an article released by Gallup, Inc. (2014),
underemployment is a significant cause of poverty because although the worker may be
able to find part-time work, the part-time pay may not be sufficient for basic.
Underemployment is associated to a number of reasons like ​mismatch of skills, lack of
experience, credentials aren't acceptable, discrimination issues, low demand, poor
economy and market changes (Doyle, 2019).

On April 2019, PSA stated that the underemployed persons were estimated at 5.7
million persons corresponding to an underemployment rate of 3.5 percent. The services
sector takes up the largest share of pie of the underemployed at 47.6 percent which is
reasonable, given that the service sector is the largest contributor to the country’s gross

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domestic product as well. Furthermore, PSA states that underemployed persons who
work for less than 40 hours in a week accounted for sixty percent of the total
underemployed in April 2019. By comparison, the underemployed persons who
worked for 40 hours or more a week made up 38.1 percent.

In relation to that, as mentioned above, one of the reasons for underemployment is

associated to a mismatch of skills--also related to education-job mismatch. According to
a study entitled “Policy Framework for Improving Market Efficiency Through More
Effective Job Skills Matching in the Philippines” by the International Labour
Organization, Bureau for Employers Activities (ACT/EMP) and the Employers
Confederation of the Philippines (ECOP), one of the main reasons or causes of
unemployment is the mismatch between the needs of demand of the business sector,
and the skills of the labor force. The Department of Labor and Employment (DOLE)
asserted that job skills mismatch is a major cause for youth unemployment and
accounted for half of the country’s total unemployment in 2014. This is therefore to be
taken note of especially because according to a study conducted by ​Castro​, Cheng,
Montenegro, and Pelmonte (2015), a large percentage of BPO employees who are
degree holders did not graduate from a degree related to their work as a customer
support representative, and therefore are underemployed, and less likely to stay in their
current employer. The fact that many of the companies are yet to move into higher
value adding activities has meant that their energies are wasted on doing repetitive and
low end work which drains away the advantage given the fact that any business model
based on cost alone cannot be sustained over the longer term.

Let us now take a look at the key industry players in the underemployment rate and
unemployment rate in the country. According to PSA, The labor force population in April
2019 was estimated at 44.5 million. This translates to a labor force participation rate
(LFPR) of 61.4 percent. Total employed persons were approximately 42.2 million,
resulting in a national employment rate of 94.9 percent. More than half (58.5 percent) of
the total employed were in the services sector, 22.3 percent were in the agriculture

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sector and 19.2 percent were in the industry sector. Workers in elementary occupations
made up the largest proportion of employed persons as they comprised 26.5 percent of
the total employed population. Total unemployed persons were estimated at 2.3 million
which translates to an unemployment rate of 5.1 percent. Underemployment rate was
estimated at 13.5 percent.

Workers in the services sector comprised the largest proportion of the employed
population. These workers made up 57.8 percent of the total employed in July 2019.
Those engaged in the wholesale and retail trade; repair of motor vehicles and
motorcycles accounted for the largest percentage (34.8 percent) of workers in the
services sector. Comparing it to July 2018 data, workers in the services sector
accounted for 57.5 percent of the total employed, with 33.4 percent were engaged in the
wholesale and retail trade; repair of motor vehicles and motorcycles.

According to data gathered by PSA (April 2019), among the occupation groups, workers
in elementary occupations made up the largest group making up 26.5 percent of the
total employed persons in April 2019 and 26.6 percent in April 2018(Table 5 and Figure
5). Service and sales workers were the second largest group at 18.7 percent in April
2019, followed by skilled agricultural, forestry and fishery workers (11.8 percent) and
managers (11.0 percent). In April 2018, managers were the second largest group of
workers (16.0 percent), followed by service and sales workers (14.8 percent) and skilled
agricultural, forestry and fishery workers (12.5 percent). (See Figure 1)

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Figure 1. Percent Distribution of EMployed Persons by Major Occupation Group: April
2019

Given all the numbers and facts, this paper aims to dig deeper on the impact of the BPO
industry rise over the past five to six years (2013 - 2019) by focusing on the
unemployment rate and underemployment rate (including job mismatch) of the country,
and how these measures eventually contribute to the country’s standard of living, aside
from the country’s GDP. To effectively execute this objective, the researchers will
discuss the definition of unemployment, underemployment, and job mismatch, the
percentage share of this sector as compared to other sectors, and the specific
contributions of this sector. This paper will also discuss economic issues specific to this
industry, and how they are related to the measures mentioned. The researchers will
also be looking at the future of the BPO industry, and its initiatives that address the
issues related to unemployment and underemployment in the Philippines.

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Topic Rationale

This paper aims to determine whether the quantity and quality of employment
opportunities presented by the BPO industry contributed significantly to the
unemployment and underemployment rate of the country in the past five to six years.
Furthermore, although it is already a fact that the industry this paper focuses on is a
driver of the economy, the researchers seek to answer the question as to how
significant the industry’s role is in the issue of unemployment and underemployment.

Unemployment and underemployment are the two issues that this paper particularly
focuses on primarily because these issues result in reduction of the production of goods
and services, low living standards, and eventually poverty in a country’s economy. In
relation to that, being part of the BPO industry themselves, and getting to deal with
customer support representatives as part of their work, the researchers found it
significant to discuss these issues in relation to the industry, since job mismatch,
especially for the Customer Support Representative position, is very evident in their
companies. This issue in mismatch also affects the company negatively when it comes
to employee retention and attrition, which, although consistently declining, has been an
issue for the industry for many years.

This paper also takes a look at what initiatives can this sector possibly look into to
improve the employment rate, minimize the underemployment rate, and improve
employee retention and attrition.

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Related literature and Analysis of data

Discussion of BPO industry’s significant contribution and percentage share on the labor
force employment rate

In 2017, the number of employees doubled as the sector employed 1.3 million Filipinos,
covered 10 percent - 15 percent of the global market share, and generated $23 billion
in revenues in 2017, even with the decline in growth rate as compared to the previous
years. ​According to an article released by BusinessWorld on August 2018, the BPO
industry accounted for 1.3 percent of labor force for the year 2016. 575,600 people were
employed in the BPO industry while 43.309 million were part of the country’s labor force
(​economically active population comprising either employed or unemployed persons).

For the year 2019, BPOs employed over 1.2 million employees in the Philippines out of
an estimated 45.4 million population of the labor force which is 2.6 percent of the labor
force population (PSA, July 2019).

Impact on Unemployment Rate and Underemployment Rate

As of June 30, 2016, a total of 851 establishments were registered under business
process outsourcing (BPO) industry. Majority or 96.0 percent of these establishments
were engaged in call center activities with 429 or 50.4 percent and computer related
activities with 393 or 46.2 percent. The total number of persons employed in BPO
industry was estimated at 575,600 of which nearly seven out of every eight employees
(87.6 percent or 504,227) worked in the call center companies. Twelve percent (11.6
percent) were involved in computer-related activities, while the rest were employed in
medical transcription (0.5 percent) and animated films and cartoons production (0.3
percent).

Almost all of the total workforce were time-rated workers at 99.8 percent or 574,683.
Majority of which were full-time workers (99.6 percent or 573,394) who were paid on a
monthly basis (85.5 percent or 489,986); hourly basis (9.8 percent or 56,592) and daily

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basis (4.70 percent or 26,816). Only 0.2 percent or 1,290 of the total employment were
part-time workers in this industry.

In 2017, 16.3 percent, estimatedly 6.4 million Filipinos, of the labor force were
considered underemployed. Rural areas had high underemployment rates (over 20
percent) such as Bicol, Eastern Visayas, and Soccsksargen, but lower in urbanized
regions, i.e.: NCR, 11.9 percent; Davao, 14.6 percent; Calabarzon, 14.8 percent; and
Central Luzon, 15.8 percent. ​Data showed that among the underemployed Filipinos,
agriculture workers have the highest depth at 79 percent of working compared to
industry, 44 percent, and services, 50 percent. This is mainly because of the high
seasonality in the agriculture sector.

Underemployed members of the labor force usually go to other sectors. Many are in the
low-skilled services sector, especially in urban areas. Among these are sales workers,
domestic helpers and unskilled construction workers. The educated or skilled workers
become OFWs. With the availability of jobs and high demand for BPO employees, those
underemployed choose to go into this sector.

Oxford Business Group (OBG) described the BPO sector as an “economic powerhouse”
and “one of the largest white-collar employers in the country”. On a 2017 report, OBG
stated that industry revenues soared by 18.7 percent year on year and hit $18.4 billion
2014. Growth was even stronger in 2015, with IT and Business Process Association of
the Philippines (IBPAP) reporting that the annual industry revenues reached $22 billion
that year, a 19.6 percent increase over 2014 and exceeding a target of $21 billion. By
2020, BPO revenue is expected to reach $55 billion. OBG added in the report that the
Bangko Sentral ng Pilipinas stated that the industry will soon overtake the value of
remittances from overseas Filipino workers, which currently account for an estimated 10
percent of the annual GDP. It is known that remittances from overseas workers, along
with the BPO industry, are the country’s top two earners of foreign exchange.

A large number of employees in BPO are college graduates and proficient in the
American English language. And, one of the reasons why professionals and degree

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holders opt to work in the BPO industry is the competitive compensation and benefits
offered by companies in this sector. In general, compensation and benefits have been
increasing in Makati, Manila, Fort Bonifacio and the rest of the Philippines due to
economic growth, especially in the BPO industry. Wages have now stabilized, and in
some cases, reduced slightly, but salaries and incentives to workers in this industry are
still higher compared to other available jobs for the population.

High salary gives the Filipinos a reason to go into the BPO industry. However, one risk
of this is, instead of helping in the reduction of the unemployment rate of the country,
because of the promise of higher salaries, other professionals choose to shift their
careers instead. Thus, no decrease in employment or unemployment rates, but can
cause an increase in the underemployment rate of the country. An increase of
unemployment is also possible as people waiting for results of a job application
contribute to the country’s unemployment rate.

According to an article by Bidisha Dutta in 2017, top 5 reasons why the younger ones
choose BPO as a job option are under the following circumstances: (1.) When they are
unable to crack other interviews and exams such as banking and IT; (2) When they are
preparing for MBA entrance exams or other competitive exams; (3.) As a stop gap until
they find a job that matches their set or interest; (4.) As a break after completing
academic degree to earn some money and go for higher studies; and (5.) When they
feel that their communication skills are good and they cannot earn as much in other
sectors (simple graduates without specialization). These reasons outlined by Dutta
shows that BPO industry does help in having the unemployed, especially the fresh
graduates get employed.

On the other hand, since there barely is a degree program that is tailor-made for this
sector, a large amount of the employee population in the BPO sector is composed of
degree holders trained for a different career path. Taking a look at the Nursing
graduates who do not pursue a career as a nurse, and instead apply for a job in a BPO
company. The reason for this, according to a survey conducted by Carlos in 2018, is the

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larger compensation and benefits a customer service representative receives as
compared to a nurse’s. Indeed, nursing graduates in BPO companies receive better
compensation package than entry-level nurses (Parrocha, 2014). The survey further
explains that because there is a mismatch, when asked whether they had plans to
return to the nursing profession, a significant amount answered that they would do so if
given the chance, since a large number of respondents for the said study have yet to
take their licensure exam.

In addition to that, Talavera (2018) from PhilStar reported that based on the results of its
July Labor Force Survey (LFS), the PSA reported that employment rate in July was
estimated at 94.6 percent, slightly higher than the 94.4 percent rate in July on the
previous year. Although, high underemployment continues to persist, data from the
Philippine Statistics Authority (PSA) showed. The report did not state the direct reason
for these rates, and yet as the BPO industry evidently plays a significant role in the
economy, it has still yet to play its part to improve the underemployment rate.

The Future of BPO Industry and Initiatives the sector can focus on to contribute
significantly to the country’s employment rate

An article published in the ASEAN Briefing website by Fernando Vidaurri last October
2015 mentions that the large supply of college educated, English-speaking labor force
has being one of the main factors behind the growth of the BPO industry. Owing in part
to their past colonial history as well as their modern education system, a high number of
Filipinos speak English with an American accent. Their culture is Western oriented and
many of them have studied or worked in the US or being taught to speak with an
American accent at school. Vidaurri further mentions that the country produces more
than 450,000 graduates every year that contribute to the qualified labor pool. The
country makes higher education a priority; this fact, coupled with the 95% literacy rate
provides a big advantage over Asian countries. Additionally all schools in the Philippines
teach in English, making the country the third largest English-speaking country in the
world. All of these factors, as well as being one of the most Western-oriented countries

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in Asia have benefited the BPO industry. Although, despite the country's abundance of
English-speaking, young college educated workforce, the country's poor infrastructure
and slow internet connectivity also negatively influences prospective foreign investors'
decision in investing in the country's growing BPO industry.

The future of Business Process Outsourcing industry in the Philippines remains

promising. Not only does it continue to provide jobs for millions of Filipinos, but it also
helps sustain the country’s economy. The BPO industry employs approximately 1.15
million people and together with remittances from overseas workers, it is our economic
lifeline.

In recent years, we see a major shift in the BPO landscape with the introduction of
automation. Also known as Robotic Process Automation or RPA, it is the usage of
software robotics in capturing and interpreting existing applications for processing a
transaction, manipulate data, trigger responses and communicate with other digital
systems.

Automation could mean the end of some jobs but on the good side, it could also mean
that greater emphasis will be given to higher-skilled jobs. The use of nes technology can
actually help in creating new jobs and making jobs more productive. Even at its infancy
stage, automation is complementing and augmenting existing human skills resulting to
workers becoming more efficient and fewer in number while accomplishing the same
amount of work. And as early as now, it has already generated new jobs that require
more advanced skills to build, train, manage, troubleshoot and enhance technology.

According to A.T Kearney’s study in 2017 on the widening impact of automation,

existing workers, instead of being displaced, are actually moving into higher-value
positions. The study also showed that one new automation management position is
created for every four jobs that automation replaces.

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Government initiatives in enhancing BPO workforce

With the emergence of the BPO sector in the country, the Philippine government has
also recognized that it has helped in reducing the country's unemployment rate. And
thus the government has also had their programs and initiatives in line with this
progress to further promote BPO in the country. Initiatives in the area of educational and
training incentives and reforms did not only enhance the visibility of the Philippine
country brand internationally but also resulted to better appreciation among Filipinos of
the opportunities available in IT-BPO industry. Recent government initiatives aimed at
addressing the problems on the labor shortage and the job-skills mismatch in the
business process outsourcing industry.

Recent initiatives included scholarship programs and Advance English Proficiency

Training (AdEPT) by the Commission on Higher Education (CHEd). The “Training for
Work Scholarship Program (TWSP)” had earmarked funds for the IT industry to provide
educational grants for the training of BPO applicants. The program issues training
certificates to “near hires” or applicants whose qualifications fall just slightly below a
hiring company’s skill requirements. As of December 2008, the BPAP distributed over
44,000 certificates worth P260 million.

This translated to improvements in employment yield rates for BPO segments: contact
centers, 65 percent; medical transcription 86 percent; software development and
animation, 100 percent. The program was renamed “Pangulong Gloria Scholarship”
(PGS) and provided bigger funding in 2009 amounting to P350 million. This aims to
benefit 60,000 BPO trainees by providing them tuition reimbursements and training
allowances. (Executive Boutique)

Conclusion

In conclusion, even though the Business Process Outsourcing (BPO) industry is a driver
to improve the gross domestic product (GDP) of the country over the years, the
industry’s impact on issues such as unemployment and underemployment must also be

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looked at because of the fact that these are contributing factors in the reduction of the
production of goods and services, low living standards, and eventually poverty in a
country’s economy, as mentioned before. The employment trends of a country’s
economy, especially how the BPO industry has significantly given impact to, must be
studied and carefully analyzed to further realize initiatives to improve the rates.

Based on data presented, it can be concluded that the BPO industry in the country has
significant contributions in decreasing unemployment and underemployment rates of the
country. The decreased rates for unemployment and underemployment in the country is
because of the availability of jobs and the high demand for workers in this particular
sector, high salaries and wages and incentives offered which has encouraged the labor
force of the country, especially those unemployed, to go into the BPO industry. This has
become possible because of the initiatives by the government as well to promote BPO
in the country wherein it became one of the country's top priorities as the government
also acknowledged that the boom in the industry will help the country and its people as
a whole. This partnership should be maintained and sustained by both sectors to make
sure that employees and the labor force of the country remain protected, secured and
satisfied with their jobs. This partnership, in the long run, should aim to help in helping
the Filipino people stay employed and, through different trainings, make sure that the
number of underemployed also decreases.

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