Crystal Amiel M. Estrada, RMT, PhD
College of Public Health
University of the Philippines Manila
625 Pedro Gil Street, Ermita, Manila, NCR, Philippines
The business process outsourcing (BPO) industry is one of the fastest-growing industries in the Philippines. The fast-paced nature of work in the BPO industry exposes workers to numerous job-related stressors and unique workplace demands such as shift work, high workloads, demanding performance targets, and irregular working hours. These factors may contribute to mental health concerns that can affect employee well-being, productivity, and organizational performance.
Given that this industry is considered to be more susceptible to mental disorders, information about the mental health of BPO workers and the implementation of mental health programs and policies in this sector is needed. In response to this need, this study aims to assess the mental health status and literacy of BPO workers, identify workplace factors affecting their mental health, and review the implementation of DOLE Department Order 208-20 on workplace mental health policies and programs.
The current project is a mixed methods study being conducted among BPO companies in key cities across the three major island groups—Clark (Luzon), Cebu (Visayas), Davao (Mindanao), and the National Capital Region (NCR). A cross-sectional survey to determine the mental health status, mental health literacy survey, and workplace factors related to mental health status is administered among rank-and-file personnel in selected BPO companies. Focus group discussions are also conducted to explore the status of implementation of DOLE Department Order 208-20 in BPOs. Employees in managerial and supervisory positions are also invited to participate in key informant interviews to describe the implementation of DOLE DO 208-20.
A total of 1,050 BPO employees participated in the study as of June 2026. Most respondents were female, 30-45 years old, never married, and college graduates. Majority of respondents belong to the poor to low-income group, earning less than PHP 24,000 per month, followed by lower middle- to middle-income earners. More than half of the respondents work fully on-site, with the remaining respondents on full work from home or hybrid work arrangements. Most of the respondents work full-time with night shifts being the most common schedule. Nearly half of the respondents were employed in front-office functions, followed by back-office and knowledge process outsourcing roles.
Data collection activities are ongoing across all participating study areas, with efforts focused on increasing company participation and achieving the target number of respondents. Key Informant Interviews (KIIs) and Focus Group Discussions (FGDs) will continue to be scheduled flexibly to accommodate participants' work schedules and operational requirements.
