Call Center Agent Files Complaint Against Operations Manager
ILOILO – A call center agent has filed a formal complaint against the operations manager of Trualliant Inc., a BPO company, accusing the manager of physical assault. The agent also claimed that the campaign manager was negligent for failing to address the incident properly.
According to the sworn statement, the worker had previously been employed by the company and was rehired earlier this year. The alleged incident occurred around 11 p.m. on September 8, 2025, while the agent was on duty.
The complaint stated that the operations manager was giving instructions on how to handle calls and transfer procedures. Since the call center agent was newly assigned to the campaign, there was still a lack of familiarity with the process and focus was placed on an ongoing call. Due to stress and confusion, the instructions were not clearly heard.
Moments later, the operations manager allegedly struck the agent on the head without warning, causing the headset to fall. Several co-workers reportedly witnessed the incident and were shocked by what they saw.
The employee said this was the first time experiencing physical abuse, which caused both emotional trauma and physical pain. Initially, the complaint was not reported out of fear of retaliation or losing the job.
The agent’s family only learned about the incident later and encouraged taking legal action. The following day, the employee was unable to report to work due to the emotional and physical effects of the encounter.
When the issue was brought to management, the response was described as dismissive. The worker was removed from all work-related group chats and received only a short message instructing a return to work, with no acknowledgment of the incident.
The call center agent is now requesting a full investigation, including a review of CCTV footage, appropriate disciplinary action against those involved, and assurance of safety upon returning to work. The complaint also warned that if the matter is not resolved promptly and fairly, legal action will be taken against both the individuals involved and the company for failing to protect employees.
The agent expressed hope that Trualliant Inc. would take the issue seriously and ensure a safe and respectful workplace for all staff.