Keele Research Repository

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In 2019, the business process outsourcing (BPO) industry was the second largest contributor to the Philippines’ economy, providing US$26 billion to the Philippine economy in 2019 (Rosales 2020) and employing at least 1.3 million people in over 1,000 firms, mainly located in urban regions (Reed, Ruehl, and Parkin 2020). BPO workers provide services for overseas corporations including facilitating travel and insurance cover, customer support for technology, and telehealth services. During the COVID-19 pandemic, the Philippine government exempted the BPO industry from closure during quarantine periods owing to the industry’s importance for economic and geopolitical relations. BPO workers were thus exposed to a heightened risk of infection so that overseas economic activities could continue. COVID-19 did not just disrupt the BPO industry and the overseas corporations it served; it also highlighted and reproduced endemic levels of global inequality and exploitation. This chapter discusses the growth of the BPO industry in the Philippines with a specific focus on the healthcare information management sector pre-COVID-19 before examining the various responses that COVID-19 precipitated. The final section reflects on possibilities for the future of the BPO industry and its workers. Throughout, it is argued that BPO work in the Philippines is a recent example of the ways in which colonial lines of exploitation are redrawn in a digital world.