- Labour news from UNI global union - for trade unions in a global services economy. -
Employers and unions in the European Telecom sector have signed up to guidelines to raise standards in customer contact centres across the enlarged EU.
With the backing of the European Commission, UNI-Europa Telecom and the employers' group ETNO committed to providing quality jobs for staff and quality service for customers.
Telecom is setting the trend, said Daniel Guillot, CFDT France and President of the European social dialogue that brings together UNI-Europa Telecom and ETNO. "It doesn't matter whether people are North, South, East or West. We believe it's important wherever you are, you have to look at the rights of employees and the quality of work provided," he said. "We will be happy if the trends we have developed are taken up by other sectors."
The guidelines - hammered out in Brussels in less than a year - include provisions for:
Consultations over customer contact strategy and policies.
Training and re-training of staff to meet technological and product changes.
Quality work places.
Transparent work measurement that includes quality of service as well as quantity and time.
Core labour standards that include the right to form unions and to bargain. |
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UNI Telecom:
http://www.union-network.org/telecom - Contact: telecom@union-network.org
Union Network International:
http://www.union-network.org - contact@union-network.org |