ABSTRACT
This study aimed to explore the experiences of education graduates working in the Business Process Outsourcing (BPO) industry in Iloilo City and to identify the implications for Higher Education Institutions during the school year 2025–2026. The participants were ten (10) selected education graduates who had worked in the BPO industry for five years or more. The study used purposive sampling, a non-probability technique in which participants are selected based on specific characteristics and the objectives of the research. Findings showed that the main reasons education graduates pursued careers in the BPO industry were financial incentives, health insurance benefits, and workplace flexibility and support. The challenges they encountered included poor work–life balance, skills mismatch, and health-related issues. To cope with these challenges, participants reported adopting a positive mindset, practicing effective time management, and maintaining their health.
Keywords: Teacher Education Graduates, BPO Industry, Implications, Higher Education Institutions
INTRODUCTION
Over the last few years, the call center industry in the Philippines has grown significantly. The country’s appeal is largely due to its large pool of college graduates who are proficient in American English and possess computer literacy. The sector has also drawn workers with competitive salaries and financial benefits, contributing to its expansion.
Smithers and Robinson (2023) investigated the factors that influence teachers' decisions to leave the profession. They identified five key elements: workload, new challenges, classroom conditions, salary, and personal circumstances. Their findings revealed that workload and compensation had the most and least impact on teachers' decisions to quit, respectively. Similarly, Watt and Richardson (2020) highlighted that the increasing salary gap between teaching and other professions is a major reason why people perceive teaching as less rewarding than other careers.
Abalun (2024) notes that teachers’ salaries are a major deterrent, often coupled with low pay and heavy workloads. The poor reputation of the teaching profession discourages the most talented students from choosing to become teachers. For years, the government's failure to address these issues has worsened teachers' economic conditions and damaged the profession’s image. Many individuals opt for other careers due to the educational system’s inability to absorb them adequately (PSA, 2023).
Teachers’ daily lives are greatly influenced by their personal experiences. Each educator faces life’s challenges in their own way. They often struggle with feelings of fear, disappointment, stress, lack of self-confidence, incompleteness, dependency, and difficulty in managing daily pressures (Burgos, 2020).
With these concerns in mind, the researchers decided to conduct this study. The research aimed to explore the lives of education graduates who work as customer service representatives. The study focused on understanding the factors that led these individuals to choose customer service as a career and what has kept them in the field. The goal was to provide insights and valuable information for future graduates who will soon begin their professional careers. Therefore, this study examined the experiences, challenges, and coping mechanisms of education graduates working as customer service representatives.
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