When the community quarantine was imposed in March 2020, some have asked why BPO and customer experience (CX) companies were still operating. What do they do that was considered a necessity, even during a pandemic? How did these companies adjust to adapt new ways of working?

Sure, many Filipinos are employed by the industry, but the work is blanketed by a lot of misconceptions and its contribution is not easily understood as an “essential service.”

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