John Clements Sponsors HRCC Labor Forum
by Paul Catiang

On February 5, 2007, John Clements sponsored a labor forum for the Human Resource Council for Contact Centers (HRCC), with guest speaker Edith Bayoneta, CEO of Executive On-Line Management Solutions, Inc.

The Business Process Outsourcing (BPO) industry faces labor issues in greater volume than most other industries, and with greater frequency as well; the industry’s high turnover rates are almost as well-known as its rapid growth. Labor complaints are a viable concern in the industry, and may range from underpayment of wages to the over-collection of social security dues, or accusations of unjust causes of termination and other irregularities.

Ms. Bayoneta advised “prevention” as the best method of dealing with these complaints. “Set the tone from the first day of work,” she said, “Send a strong message that you mean business.” By ensuring a strict adherence to due process, the management of any enterprise can forestall any irregularities, enforce professional conduct among its employees, and, if it comes to that, carry out a just and lawful termination. “Be clear in your policies; write your HR manual,” Ms. Bayoneta advised. “It is the prerogative of management to provide rules and regulations to protect the business.”

Corollary to this, Ms. Bayoneta counseled the attendees not to be afraid or suspicious of the labor inspectors who come to their place of work. It is the job of these inspectors to primarily ensure compliance with labor laws, and that cooperating fully with these inspectors can better acquaint HR practitioners with the conditions expected of them before, during, and after employment. “The worst mistake HR can commit is assuming they know the Labor Code,” advised Ms. Bayoneta, underscoring the need to be constantly updated with regard to the code and that management does what is legally expected of them.

Scrupulously keeping to due process is no more important than in the area of salaries. Ms. Bayoneta admonished, “Document, document, document. Compute correctly all the time.” She also recommended random audits.

The human resources division of any company bears an onus measured out in volumes of paperwork and documentation, and contact centers generate more than its fair share of this. It is, however, the grease that keeps a company’s gears going, and should some parts need replacement, the transition is eased in the most just and legal manner.