News

Today the UNI Europa Congress held in Toulouse, France, applauded the work unions are doing in call centres to change the rules of the game by working in a solidarity across the world to improve the conditions of workers in the sector. 



Franca Salis-Madinier, UNI Europa ICTS President, told congress delegates, “The working conditions are particularly restrictive in call centres. UNI Call Centre Action Month has contributed to the improvement of benefits to workers in the sector. International trade union coordination with UNI led to the development of solidarity beyond borders and gives meaning to the European trade union involvement.”

UNI Europa ICTS President, Franca Salis-Madinier

In Belgium working conditions for 400 000 workers in outsourced call centres are negotiated by collective agreements.  Claude Lambrechts, from CNE-CSC Belgium, presented a success story from her union’s participation in Call Centre Action Month. She said, “We have participated in Call Centre Action Month since 2006, with our colleagues from LBC-NVK Belgium. This campaign helps to give visibility to the union work done in call centre companies.” 



A few years ago CNE-CSC held an action called “STOP THE BOSS” that resulted in workers getting an additional break of 10 minutes! 



In 2011 CNE-CSC will focus on the need to have a place of social dialogue more appropriate to the reality of call centres. Covering topics such as harmonisation of working conditions, and improving conditions which is essential to limit social dumping between companies. Unions challenge the sector's social partners on this issue and alert the political scene to their campaigns.



Union delegates will place on their European Works Council agendas an item to demand adherence to basic principles and minimum standards contained in the ETNO call centre guidelines. They will also question their respective companies’ leadership on the need to create more targeted consultation through EWCs. 



Finally, the union will call on governments to carry out studies on working conditions in the call centre sector. A research project is already underway at the initiative of the Federal Public Service through the Employment, Labour, and Social Dialogue. The dialogue aims to better understand the difficulties and risks in terms of well-being at work. A support committee will be composed of experts inside and outside the Public Service, by the social partners and by researchers. 



Claude says, “At CNE-CSC we attach great importance to Call Centre Action Month because it is a concrete and visible way to raise standards through international trade union work.”

Claude Lambrechts, CNE-CSC Belgium

Visit the Action Month website: www.callcentreaction.org