ABSTRACT
This qualitative study was undertaken to investigate the experiences of education graduates employed as call center agents at Telus Digital in Mandurriao, Iloilo City. The study employs comprehensive interviews with ten participants to ascertain the primary challenges encountered during their transition from the education sector to the BPO industry. The qualitative data gathered underwent thematic analysis. . Most participants were in their late twenties, with equal gender representation and backgrounds in secondary education, specializing in MAPEH and English. Major challenges encountered included sleep disruption, dealing with difficult customers, managing high stress levels, meeting performance metrics, and identity adjustment. To cope, participants relied on emotional regulation and professional detachment, structured self-management and discipline, continuous learning and skill enhancement, and seeking and utilizing social support.
Keywords: Challenges, Coping Mechanisms, Career Transition, Education Graduates, Call Center Agents
INTRODUCTION
Business Process Outsourcing (BPO) is when you get procedures from other companies or service providers (Lacity et al., 2011). Outsourcing is a business technique that companies use when they want an outside company to do a certain job or need (Du & Miao, 2022). The BPO market is expected to develop at a compound annual growth rate (CAGR) of 8.5% from 2023 to 2030. In 2022, it made about $245.9 billion in sales (Pangarkar, 2025). It is quickly gaining traction in many fields and sectors, providing a wide range of services, including financial, customer support, and telecommunications, to name a few (Grand View Research, 2022).
The Asia Pacific region is one of the world's biggest BPO markets, and it is expected to grow at a stable rate of 9.5% per year from 2021 to 2026. India, China, and the Philippines are the top three BPO service providers in the area (Pangarkar, 2025). The Philippines is seen as the BPO capital of Southern Asia (Du & Miao, 2022), and it hires outside service providers to do important corporate tasks (Candelario et al., 2024). About a thousand BPO companies hired about 1.3 million Filipinos in 2019, which was about 8–10% of the annual rise. So, it's one of the fastest-growing industries in the country, making up 10–15% of the worldwide BPO industry and helping the economy thrive (Dino, 2022; Ramotowski, 2025).
Mandurriao is the current economic center of Iloilo City, which is the capital of Iloilo province in the Philippines. This is because trade and commerce are always growing, and there are many businesses and industries there, such as hotels, parks, malls, offices, and BPO companies (Iloilo Provincial Government, 2021; Sornito, 2021). Telus Digital (previously Telus International) is an example of a BPO company.
In the Philippines, job mismatch is common. A person may carry out jobs and responsibilities that are unrelated to their college program or course (Palabrica, 2024). Also, high-paying jobs are important (Orillaza, 2014, as referenced in Castro et al., 2015). The BPO business is open and hiring people with different levels of education and abilities, however these people often don't have the skills or education needed for the work (Castro et al., 2015). Career transition is the process of switching jobs across companies, occupations, or career areas (De Vos et al., 2021).
The BPO sector offers a variety of incentives, including a competitive wage, benefits, early promotion, and signing bonuses (CNCTC, 2023). So, there is a clear tendency toward moving to BPO jobs (Ricasata, 2025). Many people who graduate from college and want to teach put their careers on hold to work in occupations that pay more than the minimum wage (Esteron, 2025).
However, obstacles remain after the change, such as managing time well and keeping mental health (Cordero et al., 2023). Coping methods are crucial for adaptation and adjustment in a new work environment, especially in managing stressful situations (Algorani & Gupta, 2023).
The research would enhance our understanding of the challenges faced by education graduates employed in the call center industry, specifically at Telus Digital in Iloilo, during the 2025-2026 academic year, as well as the coping mechanisms they employ during their career transitions that may assist in addressing these challenges. The results may help schools, policymaker, and BPO firms establish support systems, career advice, and workplace changes that improve employee health and help them make smart career choices.
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