OHS of Call Centre Workers
20 July 2001
"Call monitoring systems have increased pressure on call centre staff
making them feel less like human beings and moe like an extension of
technology," reveals a new UNISON report.
Holding the Line examines the stresses facing call centre staff where,
instead of freeing workers to take on more creative tasks, new technology
is often used to chain them more firmly to their workstations.
"Being watched is very stressful, perhaps more so when its a machine doing
the watching," said UNISON senior national officer, Sol Mead, who produced
the report.
"A computer collects data minute by minute," he noted, "and an almost
ubiquitous feature of most call centres is an overhead LED display showing
the number of calls waiting and the longest time waited.
"When a worker finishes a call, the computer automatically puts the next
caller through, there is no choice, no time to make a note or have some
breathing space.
"Some employers aim for their call handlers to be on the telephone for as
much as 80% of their shift, this practice will inevitably take its toll on
workers' health."
But, said Mr Mead, as a major call centre union, UNISON wanted to work
positively with employers to ensure best practices, and produced the report
because it is "determined to see remedies put into place to bring all
centres up to 'workplace of excellence' standards.
"The study suggests positive steps to making call centres a safe and
rewarding environment is in the best interests of staff and management as
many centres experience high rates of staff turnover."
The report deals with the main areas of concern in call centres, including:
* high standards of health and safety
* a good working environment based on sound ergonomics
* decent pay
* flexible working arrangements
* non-oppressive monitoring systems
* proper training and development
* strict fairness at work policies
* a management which listens to union representatives
Holding the Line is available to order. Please see www.unison.org.uk for
further details
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