Trade union criticises exploitation in call centres
Services trade union ver.di has criticised the wages and working conditions in call centres. Despite the boom in this sector, wages in the more than 110 call centres in the German state of Mecklenburg-Western Pomerania had not increased "at all", said department manager of ver.di North, Dieter Altmann, in an interview with German press agency dpa. Basic hourly wages in the so-called outbound sector, for example, were only 4.10 euros in Schwerin. "There's ruinous competition, and structurally less privileged areas are exploited to obtain subsidies", Altmann gave as the background explaining the low wages. The union demanded a minimum wage of 7.50 euros.
The outbound sector - which is customer acquisition - did offer success premiums, said Altmann. "However, in reality the bonuses are premiums for nerves". A computer calculated the number of calls made by an employee. The usual figure was 35 calls per hour, only the 36th call was rewarded with a premium of "perhaps 20 cents". "And I haven't heard anything about shift bonuses, either", Altmann added. Even going to the toilet was restricted in some call centres. However, Altmann also knows of a few select model call centres which do pay seven euros per hour. "They aren't all black sheep".
So far, the union hadn't had an easy task. There was a low level of organisation which, among other things, was caused by high employee fluctuation. Fluctuation averaged 100 percent, which according to Altmann means that the entire staff changes over on a yearly basis. At least most companies now had employee representatives. Altmann believes that collective bargaining would also benefit employers. "I am hopeful that, once the situation has settled, negotiations will start in due course."
The trade unionist also expects an improvement for employees due to the occupation now being classified as a qualified job. Since 2006, young people in Mecklenburg-Western Pomerania could gain a trade qualification in dialogue marketing within two years. "I do think the situation will improve", said Altmann. So far, call centres mainly employed students and women on a part time basis.