Decent work in CC is a win-win situation for workers and employers
UNI Global Union joins with the ITUC on 7 October 2012 for the World Day for Decent Work to highlight the need to change the rules of the game and secure decent work in the global call centre industry, which is dominated by young and women workers.
Every October, UNI sponsors a Call Centre Action Month to spotlight the issues faced by the world’s call centre workers. This year the focus is on the physical and psychological harms created by intensive performance management practices that are prevalent in the industry.
As part of the World Day for Decent Work, UNI is asking call centre workers to take an online survey regarding their working conditions.
“The call centre industry is at the cross section of the new economy and the new workforce. UNI Global Union wants to change the rules of the game in the industry so these young workers have decent work,” said Philip Jennings, General Secretary of UNI Global Union.
The call centre industry has exploded worldwide over the past two decades, as advances in information and communication technologies have reduced the costs of providing service and sales from remote locations. Over the same period, call centres have acquired a bad reputation as places to work and have often been described as the factories of the information economy.
In a typical call centre, heavy use of electronic monitoring, tightly controlled schedules and break times, and intense performance pressure contribute to high levels of employee stress, anxiety and burnout. Not surprisingly, the work of a call centre agent is considered one of the ten most stressful jobs in the global economy.
Employee stress also creates serious problems for companies and their customers. Managers struggle to staff workplaces overwhelmed with high turnover and absenteeism rates. Customers lose valuable time and energy being routed between employees who have been narrowly trained to only answer specific questions.
In the recently published report “Making the right call – redesigning call centres from the bottom-up”, UNI Global Union shows that giving employees decent working conditions and a voice on the job can improve both the employees’ well-being and the company’s bottom line. Case studies from large, unionised call centres demonstrate that these practices are viable alternatives, creating a strong performance culture through fostering trust and professionalism.
As part of UNI’s 2012 Call Centre Action Month, UNI’s affiliates meet with call centre employees on six continents to highlight the need for decent work in call centres and empower the employees to demand change from their employer.