Survey finds Big Brother attitudeOn 10 Apr 2001 in Personnel Today Previous Article Next Article Big Brother-style monitoring ofstaff was the biggest complaint against call centre operators by employeesduring the two-week operation of the TUC’s complaints hotline.Fifty-three per centof the 733 call centre employees who used the hotline in February claimed theywere even monitored when they went to the toilet, according to Calls for Change.Over 15 per cent saidthey do not receive adequate breaks, which the TUC claims goes against theWorking Time Directive. Calls for Change alsoshows that 13 per cent think their health and safety is at risk. Nearly one in10 complained about pay.Mags Thomas, UK HRmanager at airline ticket call centre Qualiflyer, said, “Call handlers’jobs are very challenging and good candidates are hard to find. “The poorpractices of some operators not only cost them staff, but impacts on all callcentres by creating poor public relations for the industry.”One employee who usedthe hotline said, “Although we usually come in early for no pay, if we areeven one minute late for work, we automatically lose 15 minutes’ money. But ifwe are in the middle of a call at the end of our shift, we have to stay behindwithout pay.”Andrew Ralston,customer relationship director of Virgin Mobile, called for HRteams to investin policies to bring change. He said, “Call centre culture is driven byproductivity and sales, which can lead to a terribly unfriendly workingenvironment.www.tuc.org.uk Related posts:No related photos. Comments are closed.