TTEC calls Philippine layoffs ‘need-based’ as workers push back

Global customer experience company TTEC said workforce adjustments in the Philippines are periodic and driven by client needs, as it faces allegations of mass job cuts and labor rights violations in its operations in the country.

In a statement to Daily Guardian on Friday, June 12, the U.S.-based company said staffing changes are primarily driven by the evolving needs of clients and market conditions.

“TTEC’s personnel requirements are driven by the evolving needs of our clients and the markets we serve. As those needs change, we periodically adjust our workforce accordingly, including in the Philippines and other locations around the world,” Meredith Matthews, director of public relations, said.

TTEC operates in 21 countries, including the United States, Canada, the United Kingdom, India, Australia, Mexico, Brazil, and Colombia.

Matthews said the company is also working to provide alternative opportunities for affected employees “whenever possible,” stressing that staffing decisions are made carefully and in accordance with applicable laws and established employment practices.

“We recognize the impact workforce reductions can have on employees and their families, and we are committed to treating affected employees with dignity, respect, and fairness throughout the separation process,” she added.

On the allegations of employment disputes, the company said that while such claims can occasionally arise following workforce changes, it always follows appropriate employment and separation procedures.

The company also emphasized its long-standing presence in the Philippines and reiterated its commitment to employees, clients, and communities in the country.

It noted that the market for technology-enabled customer experience outsourcing remains strong.

“The ability of our Filipino employees to blend technology-enabled customer support with authentic human connection remains a powerful differentiator and will continue to be central to how we deliver exceptional experiences for our clients and their customers around the world,” Matthews said.

The statement came after more than 60 employees under TTEC’s Verizon account at its Iloilo City site filed an illegal dismissal complaint before the National Labor Relations Commission (NLRC) Sub-Regional Arbitration Branch 6 on May 4.

The Business Process Outsourcing Industry Employees Network (BIEN), which joined the filing, said it had received more than 200 accounts from affected workers across multiple sites, with estimates suggesting at least 1,500 employees nationwide may have been affected.

The group described the situation as indicative of “systemic violations of workers’ rights,” including alleged illegal dismissal, coercive resignation practices, and hostile working conditions.

BIEN further claimed that some workers were pressured to resign immediately instead of undergoing formal procedures, with warnings that refusal could affect their employment records and benefits.

In an open letter dated June 6, the organization called on the Department of Labor and Employment (DOLE) to inspect and investigate the reported job cuts and labor concerns, which it said also extended to TTEC sites in Cebu and Novaliches.