CSR – call center agentsICT MARKETING SERVICESv. SALES,G.R. No. 202090, September 9, 2015Respondent’s work as a CSR – which is essentially that of a call center agent – is not easy. For one, she was made to work the graveyard shift – that is, from late at night or midnight until dawn or early morning. This certainly takes a toll on anyone’s physical health. Indeed, call center agents are subjected to conditions that adversely affect their physical, mental and emotional health; exposed to extreme stress and pressure at work by having to address the customers’ needs and insure their satisfaction, while simultaneously being consciousof the need to insure efficiency at work by improving productivity and a high level of service; subjected to excessive control and strict surveillance by management; exposed to verbal abuse from customers; suffer social alienation precisely because they work the graveyard shift – while family and friends are at rest, they are working, and when they are at rest, family and friends are up and about; and they work at a quick-paced environment and under difficult circumstances owing to progressive demands and ambitious quotas/targets set by management. To top it all, they are not exactly well-paid for the work they have to do and the conditions they have to endure. Respondent’s written query about the prizes and incentives is not exactly baseless and frivolous; the least petitioner could have done was to timely address it, if it cared about its employee’s welfare. By failing to address respondent’s concerns, petitioner exhibited an indifference and lack of concern for its employees – qualities that are diametrically antithetical to the spirit of the labor laws, whichaim to protect the welfare of the workingman and foster harmonious relations between capital and labor. By its actions, petitioner betrayed the manner it treats its employees.
ICT MARKETING SERVICESv. SALES,G.R. No. 202090, September 9, 2015G.R. No. 202090ICT MARKETING SERVICES, INC. (now known as SYKES MARKETING SERVICES, INC.),Petitioner, vs.MARIPHIL L. SALES,Respondent.D E C I S I O NDEL CASTILLO, J.:This Petition for Review on Certiorari1assails: 1) the Januruy 10, 2012 Decision2of the Court of Appeals (CA) inCA-G.R. SP No. 109860 nullifying and setting aside the February 16, 20093and May 20, 20094Resolutions of the National Labor Relations Commission (NLRC) in NLRC LAC CN. 07-002404- 08(7)/(8) and reinstating with modification the April 30, 2008 Decision5of the Labor Arbiter in NLRC-NCR Case No. 10-11004-07; and 2) the CA's May 28, 2012 Resolution6denying petitioner's Motion for Reconsideration7of the herein Assailed Decision.Factual AntecedentsPetitioner ICT Marketing Services, Inc. (ICT) – now known as Sykes Marketing Services, Inc. – is a duly registered domestic corporation engaged in the business of providing outsourced customer relations management and business process outsourcing solutions to various clients in government and in the financial services, insurance, telecommunications, health care, information technology, media, energy, and hospitality industries.