Hello there. I noted with interest the recent survey/phoneline set up by the TUC to investigate call centre working conditions, and I wondered if anyone could point me in the direction of a written summary or report of the findings - I think the survey/phoneline was a GOOD THING and it would be nice to actually read about it in more detail. Could call centre voice start up a campaign for better working conditions?

Bob, I think that's a pretty good idea. Is anyone in charge listening? JMR.

...and taking notes. I'll speak to the powers-that-be and see what we can come up with. Good idea, by the way!

Hiya

For those interested in the results of the two week hotline that was set up by the TUC during February 2001 in conjunction with Channel 4 News, a brief summary is available at the web address below.

http://www.tuc.org.uk/work_life/tuc-2997-f0.cfm

To give you an idea of the contents these are a couple of extracts......

"Almost half the callers worked in organisations with more than 300 employees (44.5%), most said they were customer service advisors (33%) and call centre agents (29%). But 8% of calls came from call centre managers who said they were fed up with the way they were expected to treat their staff."

"25% of calls related to extreme monitoring"

If you are interested in viewing the entirereport, it can be purchased from the TUC for between £6 and £25 (it depends on whether or not you are a TUC member or educational organisation etc) - details can be found on the website above.

The only factor that you have to consider is that Agents are not going to ring the helpline and compliment their call centres ? Who wants to say how wonderful their working environment really is ! ! ! ! !

I hope this helps.

Cheers

Nikki Dee

Nikki, that report sounds really interesting. Must try to read it sometime.

Thanks, Rob.

Hi Nikki,

Thanks for the information on the survey. I will definately be ordering a copy for me and my colleagues. Are you on commision ? (Only joking) Do you know of any of other worthwhile call centre surveys on call centre working conditions / pay structures. working hours, etc.

Regards

Alice

Hiya

IDS (Incomes Data Services) published a report in September 2000 based on questionnaires completed by Call Centre Managers in May & June 2000.

They list the minimimum, midpoint and maximum salaries for Customer service advisor positions and some analysts within Call Centres. Where companies have been open enough to inform them of their payscales they have provided full details including job title and company name etc etc.

I obtained my copy of the report from my local University Library but IDS do have a web site from which you can get some information :-

http://www.incomesdata.co.uk

Enjoy !

Nikki

Thanks Nikki, will have a look and then let you know how I get on. Alice

A glut of recent research continues to point to the 'sweatshop' image - perhaps it is a symptom of a few 'bad eggs' giving the rest a bad name, maybe not. It's about high time that a proper look into not just the problems faced in call centres but an independent look at workable solutions that could be adopted was undertaken.

See this thread for more details.

John