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Call Centre Action Month 2011: Quality Jobs = Quality Service

Published: 30 September 2011
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Changing the rules of the game - UNI launches Call Centre Action demanding basic rights for workers and end to “modern sweatshops”


    • UNI Telecom Global Union calls for an end to bad practices which have led some call centres to be termed “modern sweatshops”
    • UNI Telecom encourages its union affiliates and their members in call centre sector to ramp up the campaign for improved minimum standards
    • For more information click here Twitter: #CCAM2011





Nyon, Switzerland 28 September 2011: UNI Telecom Global Union is launching a new action aimed at changing the rules of the game in call centre operations around the world. UNI Telecom wants workers to have the freedom to organise and bargain collectively, free from fear and intimidation in call centres around the world. In the run up to its October Call Centre Action Month 2011, UNI Telecom will encourage its affiliates to promote legislation that focuses on the improvement of working conditions in call centres to provide quality jobs leading to quality service.



Marcus Courtney, Head of UNI Telecom said “We are seeing sustained rapid growth in the call centre sector in the developing world with vast numbers of jobs being created in countries with poor labour standards usually much inferior to those where the customer is calling in from.” Courtney added, “We are urging our affiliates and members to help prevent the current race to the bottom on wages and conditions but rather fight to ensure that basic standards and rights are universal to all call centre workers.”





UNI Telecom is calling on its affiliates to act in targeted ways including:

  • Introducing draft legislation into legislatures which enshrines basic rights for call centre workers
  • Promoting the UNI Global Call Centre Charter
  • Promoting in the EU the European Call Centre Guidelines for Customer Contact Centres that has been adopted by the European Telecommunications Network Operators’ Association (ETNO) and unions
  • Calling upon governments to conduct studies to investigate working standards in the call centre industry



UNI Telecom says its time to enshrine protection of call centre workers in law. It wants to equip unions with an enforceable set of rules, which will allow labour markets to grow in a socially responsible way and provide an even playing field where the workplace fosters dignity and respect for workers.