CWU Ireland Supports UNI Call Centre Action Month with Call Centre Forum

Fionnuala Ní Bhrógáin - CWU Ireland  14 November 2011 13:57:41

Organised to mark UNI Global Union’s annual Call Centre Action Month, the CWU Ireland held its first Call Centre Forum on Saturday 12^th November in Dublin. The event brought together call centre workers from all parts of the country and industry together. The event was held on a Saturday specifically to accommodate those members who work for ‘anti-union’ employers and who would not have been released to attend mid-week. Considering everyone who came did so on their own time, the turn out was very positive with workers from call centres as diverse as An Post, American Airlines, O2, Siemens and Vodafone.

The Call Centre industry continues to change both in Ireland and abroad. Large numbers of Irish jobs are being ‘off-shored’ and those jobs that remain are under increasing pressure for ever greater productivity. This pressure causes many problems for workers including unreachable targets, poor work-life balance and the stress and health issues that result. We believe that call centre workers are no different to any other and deserve to be treated with dignity and respect in the workplace. The aim of the UNI Call Centre Action Month and the CWU Call Centre Forum is to develop strategies that encourage call centres to operate according to the principles of quality employment.

The day started with general introductions to break the ice. Attendees were asked to share stories about an issue or incident at work and how it was resolved – if it was. It was instantly apparent how workplaces with union representation compared with those who had no such support. During this discussion, attendees were asked to candidly identify where the union could improve and what other supports are necessary for members in these situations.

The members were then given a crash course in what a well-organised workplace looks like. The purpose of this exercise was to help the attendees to identify where the problems were in their workplace and to work toward addressing them. Issues such as poor (or non-existent) branch structure and poor communication were some of the most obvious problems that were recognised as being major issues in the ‘anti-union’ companies.

Finally, in the afternoon, participants were asked to build a ‘Call Centre Charter’. Every aspect of work in the contact centre industry was covered. Breaks and leave, pay and benefits, targets and health and safety were all discussed. The purpose of this exercise was not simply to talk about existing laws, it was about the ideal conditions that we would all hope to work under in a call centre environment.

All these standards are being compiled into a Charter for call centre working. This document can be used to engage with employers to adopt these best practices and to recognise where there is room for improvement in workplaces.

The event was a great success. Participants expressed their enjoyment of the day and appreciated the opportunity to meet other workers who faced the same obstacles in their daily work. The CWU will continue to engage with its members to address the challenges faced by call centre workers and will work toward changing the landscape for the better.

Fionnuala Ní Bhrógáin - CWU Ireland

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News coverage of Belgian actions in Liege

UNI Telecom Global Union  10 November 2011 08:20:03

Belgian Unions SETCa-BBTK and CNE-CSC held actions outside of the call centre WBCC with over 200 employees in Liege. They met with workers to educate them on their basic rights that call centre operators should adhere to. One of the biggest issues is precarious work and the constant monitoring of calls which places unnecessary stress on the workers.

Watch the full interview here which begins at 3:38 http://www.rtc.be/emissions/jt/1445869-le-jt-du-211011

Les syndicats belges SETCa-BBTK, CNE-CSC a tenu des actions en dehors de laWBCC centre d'appel qui emploie plus de 200 travailleurs à Liège. Ils ont rencontréles travailleurs afin de les sensibiliser sur leurs droits fondamentaux que lesopérateurs des centres d'appels doivent respecter. Un des plus grands problèmes est le travail précaire et le suivi constant des appels qui impose des contraintesinutiles sur les travailleurs.

Regardez l'interview complète ici qui commence à 3min 38sec http://www.rtc.be/emissions/jt/1445869-le-jt-du-211011

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Belgian union LBC-NVK promote the need for action on call centre conditions

UNI Telecom Global Union  31 October 2011 10:27:19

Belgian affiliate LBC-NVK along with SETCa-BBTK have jointly met with workers to promote call centre action around the need for better conditions in the industry. They visited a group of workers at SNT in the Limburg province of Belgium.

Below you will find the information leaflet that they are providing to workers as well as some pictures from their events.

visit - LBC-NVK  and SETCa-BBTK

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Atento Call Centre workers want a fair union election on Monday in Mexico!

UNI Telecom Global Union  28 October 2011 11:09:39

Just days after the UNI ICTS Global Union Conference in Mexico City, we were met with the news of a fresh election to be held on Monday at Atento Mexico.

The union only has 2 days to find eligible voters among workers in 8 locations and must do so without any access rights or list of eligible voters. As well, managers have already restarted their anti-union campaign to keep workers from voting to join the Sindicato de Telefonistas de la República Mexicana (STRM). However, we are ready and willing to support the STRM in their fight.
You can support the workers too by liking and leaving a solidarity message on Facebook:https://www.facebook.com/SolidarityAtentoMexico

The last election took place well over a year ago and was conducted with threats and intimidation of workers to keep them from voting for democratic union STRM. The Mexican Labour Court voided last year’s election results due to interference by the company to maintain its undemocratic “protection union” that represents the management’s interests and not the workers.

UNI ICTS affiliates are sending messages to Atento parent company Telefonica's Director of Human Resources Oscar Maraver calling on him to ensure that Atento Mexico workers have a fair shot to join the real, democratic union STRM.

With only two days left to prepare for the vote, they demand the company do the following:

1. Telefonica’s local management must provide the STRM with lists of names and location of workers.

2. The STRM must have access to workplaces in order to hold meetings with employees.

3. The neutrality agreement signed at the beginning of the year should immediately be made public in workplaces and be clearly disseminated at all levels of the company so that its managers and supervisors refrain from intervening in the election and supporting the protection union. In fact, we have been informed that company managers and supervisors have already launched a campaign consisting of slander and lies against the STRM to manipulate, once again, the workers’ votes.

4. The company should not intimidate workers with the presence of thugs, either outside or inside workplaces.

The unions will be watching the election closely to be sure that the company acts appropriately.

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Blood, Sweat and Tears - The 21st Century Sweat Shops

UNI Telecom Global Union  28 October 2011 10:58:36

The Communications Workers of America has long campaigned for improved wages and conditions for customer service representatives. You can follow their blog here http://cwacustomerservice.org/ to follow the discussions about the problems workers face daily in call centres. Below is the opening to their open forum discussions:


Blood Sweat and Tears - The 21st Century Sweat Shops

By definition, a sweatshop is: Any workplace where the wages are inadequate, the hours too long, and the working conditions endanger safety or health - whether or not any laws are violated.

The call center and customer service environment of today is well defined as an “Electronic Sweat Shop.” Every breath, keystroke, word, screen shot and every minute spent in the restroom is monitored by the Company. This behavior is in effort to make sure they can get every second of the day to become more productive than it was yesterday.  By establishing metrics, requirements, goals, talk time, customer  handling, scripting, product count (the list goes on) they have taken over the employee’s right to be human.  The Company has bypassed the option for it employees to have a life. The Company has no regard for the health and well being of its employees. In the Company’s vision, STRESS has become a food group and they are more than willing to make sure it is fed to the employees on a daily basis. Absolutely no concept of a life outside of the work place. The bottom line has become the only line.

For the full discussion posts click the link => http://cwacustomerservice.org/forum/topics/the-21st-century-sweat-shops

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Unions around world tell Atento Mexico to let workers form real union

UNI Telecom Global Union  21 October 2011 11:05:30

Over 150 Telecom and IT union leaders in Mexico join 1000 Atento workers and trade unionists in support of freedom of association.

Leaders from telecommunications and information technology unions around the world held a demonstration in Mexico this afternoon in support of Atento call center workers who are fighting to form an independent, democratic union.

The 158 leaders from 38 countries who are in Mexico for the inaugural UNI ICTS conference marched in support of the thousands of Atento workers who are fighting for fair elections to elect the independent Mexican telecom union Sindicato de Telefonistas de la República Mexicana (STRM) as their representative. Currently Atento has a “protection union” that represents the management’s interests and not the workers’.

“We are out on the streets of Mexico City today to show our solidarity and demand that a new date is set for workers to vote freely and fairly without any intimidation from the company or the company union,” said Head of UNI ICTS Marcus Courtney. “For more than 2.5 years, Atento workers have been demanding a fair election so that they can pick their own union that represents their interests, not those of the company.”



The workers at Atento have been organising for more than 2.5 years for a free and independent union with STRM. The workers opportunity to vote for the STRM as their bargaining representative and throw out the protection union was denied when company managers threatened STRM supporters and produced a fraudulent voting list on election day, making a free and fair election impossible. The election has been ruled invalid because of the anti-democratic actions by Atento management.

Last week in Mexico, Atento workers held a demonstration outside the Mexico City Labour Board, demanding a date be set for a new election.

“We welcome the global support from UNI Telecom and unions around the world in our fight for fair union elections at Atento Mexico,” said STRM General Secretary Francisco Hernandez Juarez. “The company knows that the whole world is watching and its reputation is on the line.”

As Atento workers demand a new election, UNI Telecom, the global union for telecommunications workers that represents 2 million workers around the world is supporting that fight.

“We are here in Mexico City to stand in solidarity with the Atento workers,” said President of UNI Telecom Bo Larsen. “Freedom to join the union of your choice is a basic human right and we will do whatever we can to ensure that Atento Mexico workers are able to exercise their free choice in a fair union election.

UNI has put the demand to Atento’s Spanish parent company Telefonica to remain neutral and stop actively supporting the protection contract and let the workers freely chose their union. Telefonica has signed a global agreement with UNI to protect trade union and workers’ rights at all its locations around the world.

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Belgique - A l’attention de : a rédaction sociale et économique

UNI Telecom Global Union  19 October 2011 10:00:00

A l'attention de : a rédaction sociale et économique

Actions dans les Call Centers pour des emplois de qualité

Stress, burn-out, démotivation, salaire précaire, pressions sur les cadences… c’est encore et toujours le lot quotidien de bon nombre d’employés des centres d’appel. Les risques psycho-sociaux sont élevés pour ce type de travail, surtout lorsqu’il est exercé dans des centres de services externalisés. La pression des clients « donneurs d’ordres » est forte quant aux performances et résultats à réaliser. Celle-ci se répercute sur les employés sans cesse houspillés pour améliorer leurs performances et dont le nom apparaît en zone rouge sur grand écran, exposé au regard de tous, si leurs « chiffres » sont mauvais !

Dans le cadre de la campagne d’UNI Global Union Emploi de qualité Services de qualité, les délégués CNE des Call Centers mèneront des actions dans leur entreprise dès cette semaine pour sensibiliser leurs collègues.

A quand une harmonisation et une régulation des conditions de travail dans ce secteur ? Le travail syndical est primordial pour améliorer les conditions de travail dans le secteur des centres de services et mettre fin au dumping social qui tire tous les travailleurs vers le bas.

Nos actions :

Mercredi 19 octobre
•         Stefanini Tech Team (Rue du Planeur 10, 1130 Bruxelles)
Contact : Danièle Rossi

Vendredi 21 octobre
•         Brucall (Chaussée de Louvain 658, 1030 Schaerbeek)
Contact : Fatima Boulif

•         Transcom (Avenue du Parc Industriel 99, 4041 Milmort)
Contact : Cynthia Altruye

•         WBCC (Parc Industriel Hauts Sarts, 4040 Herstal)
Contact : Jean-Paul Chanteux

En novembre
•         N-Allo (Avenue Georges Lemaître 38, 6041 Gosselies)
Contact : Michaël Lallemand

•         I.P.G. (Pachecolaan 34-36, 1000 Bruxelles)
Contact : Patrick Beeckman


Pour toute information complémentaire, contactez la responsable CNE en charge du dossier:
Claude Lambrechts, secrétaire permanente nationale :
0478/48.76.62
Jean-Paul Chanteux, secrétaire permanent pour la région de Liège :
0473/74.88.89


L’actualité sociale et économique vous intéresse ? Consultez tous nos communiqués de presse http://www.cne-gnc.be/cne/presse en ligne !

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SETCa-BBTk België - CALLCENTERS: EEN WEEK VAN ACTIE OM KWALITEITSVOLLE JOBS TE VERDEDIGEN

UNI Telecom Global Union  17 October 2011 10:00:00

Tussen 17 en 21 oktober, organiseert de BBTK grote acties bij verschillende call centers overal in het land. Onze militanten zullen er met de werknemers uit de sector praten over de dagelijkse gang van zaken in de sector. Daarbij zullen we hen wijzen op de noodzaak om de kwaliteit van hun tewerkstelling in de sector te verdedigen. Deze actie kadert in een jaarlijks terugkerende campagne rond de callcenter, georganiseerd door UNI Global Union (de internationale organisatie die de bediendenvakbonden in de wereld groepeert).



Enkele acties die deze week gepland zijn:
In Brussel
18 oktober vanaf 12u.voor IPG Group, Pachecolaan 34
Contacten : Fabienne Senocq, Secretaris: +32 475/45.19.00 en Geert Haverbeke, Propagandist : +32 475/79.72.38

In Antwerpen
20 oktober : bij SNT en Telecenter
Contacten : Jacqueline Vander Veken (SNT Afgevaardigde, +32 486 07 75 88) en Patricia Van Goel, Secretaris, + 32 485 76 33 17

In Luik
21 oktober : bij Target Power, Transcom, Call it en WBCC
Contact : Pascale Vleugels, Secretaris (FR): +32 479/840 462

Dit jaar focussen we onze actie op twee belangrijke thema’s als het gaat om kwaliteitsvolle tewerkstelling: onzekere contracten en buitensporige monitoring. In heel wat callcenters wordt te pas en te onpas met onzekere contracten geschermd: uitzendcontracten, vervangings-contracten, contracten van bepaalde duur, enz. Niet zelden is dat zo voor de meerderheid van de werknemers. Dat is ontoelaatbaar en vaak in strijd met de sociale wetgeving. De BBTK vindt dat het gebruik van onzekere contracten slechts in een beperkt aantal situaties mogelijk is, voor een korte duur. Met monitoring (doorlopend toezicht op de werknemers, soms zonder medeweten, op de duur van pauzes, het beluisteren van inkomende en uitgaande gesprekken) oefenen de bedrijven een reële druk op het personeel uit. Die praktijken moeten in elk bedrijf strikt gereglementeerd worden in overleg met de vakbonden binnen het bedrijf.

De BBTK en UNI benadrukken de noodzaak om internationaal te reageren: ook al zijn de arbeidsvoorwaarden in ons land doorgaans beter dan elders (Marokko, Tunesië, India, Filippijnen, enz.), ze zijn verre van ideaal. En ze lijken er zelfs op achteruit te gaan. Sommige gewetenloze werkgevers profiteren van het ontbreken van regels in die landen om de werknemers onderling te laten concurreren, zowel qua lonen als qua arbeidsvoorwaarden. De BBTK en UNI vinden het belangrijk om hun solidariteit te betuigen met de “collega’s” aan de andere kant van de wereld om erover te kunnen waken dat de normen en de grondrechten op alle werknemers van de callcenters van toepassing zijn.

De BBTK is de Bond van Bedienden, Technici en Kaderleden, aangesloten bij het ABVV. Als vakbond behartigen wij de belangen van onze 400.000 leden, die actief zijn in alle sectoren van de economie.

 www.bbtk.org

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SETCa-BBTk Belgique Call Centres: Une semaine d’action pour des emplois de qualité

UNI Telecom Global Union  17 October 2011 09:57:14

SETCa-BBTk Belgique CALL CENTERS : UNE SEMAINE D’ACTION POUR DES EMPLOIS DE QUALITÉ

Entre le 17 et le 21 octobre, le SETCa organisera des actions devant plusieurs call centers. Aux quatre coins du pays, nos militants iront à la rencontre des travailleurs qui pourront s’exprimer sur les pratiques auxquelles ils sont confrontés chaque jour. Nous sensibiliserons les salariés sur la nécessité de défendre des emplois de qualité dans le secteur. Ces actions s’inscrivent dans le cadre de la campagne annuelle de UNI Global Union (l’organisation internationale rassemblant les syndicats d’employés à travers le monde) pour les call centers.


Quelques-unes des actions prévues cette semaine :
A Bruxelles
Le 18 octobre à partir de 12h, devant IPG Group, Boulevard Pacheco 34
Contacts : Fabienne Senocq, Secrétaire: +32 475/45.19.00 et Geert Haverbeke, Propagandiste : +32 475/79.72.38

A Liège
Le 21 octobre : chez Target Power, Transcom, Call it et WBCC
Contact : Pascale Vleugels, Secrétaire: +32 479/840 462

A Anvers
Le 20 octobre : chez SNT et Telecenter
Contact : Jacqueline Vander Veken (NL) (Déléguée SNT, +32 486 07 75 88) et Patricia Van Goel (NL), Secrétaire, + 32 485 76 33 17

Cette année, Le SETCa centrera son action sur deux thématiques importantes quand on parle d’emploi de qualité : les contrats précaires et les dérives du monitoring. Dans de trop nombreux call centers, on use et abuse des contrats précaires : intérim, contrats de remplacement, contrats à durée déterminée, etc. Il n’est pas rare que ce soit le cas pour la majorité des opérateurs. Une situation inadmissible et souvent en infraction avec la législation sociale. Pour le SETCa, le recours au contrat précaire ne peut s’effectuer que dans un nombre de situations limitées, pour une courte durée.

Quant au monitoring (surveillance permanente des performances des travailleurs parfois à leur insu, mesure des durées de pauses, écoutes des appels entrants/ sortants), les entreprises exercent par ce biais une réelle pression sur les épaules des salariés. Ces pratiques doivent être strictement réglementées dans chaque entreprise dans le cadre de la concertation sociale avec les syndicats.

Le SETCa et UNI insistent sur la nécessité d’agir sur le plan international : même si les conditions de travail dans notre pays sont plutôt meilleures qu’ailleurs dans le monde (Maroc, Tunisie, Inde, Philippines, etc.), elles sont toutefois très loin d’être idylliques. Elles ont même tendance à se dégrader. Certains employeurs sans scrupules profitent de l’absence de règles dans ces pays pour mettre les travailleurs en concurrence tant au niveau des salaires que des conditions de travail. Pour le SETCa & UNI, il est important de marquer sa solidarité avec les «collègues» de l’autre côté du globe et ainsi veiller à ce que les normes et les droits fondamentaux s’appliquent à tous les travailleurs des call centers.

Le SETCa est le Syndicat des Employés, Techniciens et Cadres de la FGTB. Il représente plus de 400.000 travailleurs au niveau fédéral, dans tous les secteurs de l’économie.



 www.setca.org

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Brasil - Combate à terceirização e à precarização em telecomunicações

UNI Telecom Global Union  14 October 2011 12:05:55

A Fenattel (Federação Nacional dos Trabalhadores em Telecomunicações) e a Febratel (Federação Brasileira das Empresas em Telecomunicações) assinaram o protocolo ante da terceirização e da precarização

O documento estabelece marcos comuns éticos, sociais e profissionais capazes de preservar as relações de trabalho e sindicais contra os efeitos nocivos dessas práticas – que podem levar à deterioração social dos contratos trabalhistas.

A assinatura do protocolo aconteceu no edifício-sede da Vivo, em São Paulo, e contou com a presença de Almir Munhoz, presidente em exercício da Fenattel, eleito também para liderar o próximo mandato da entidade que começa em fevereiro de 2012. Antônio Carlos Valente, presidente da Vivo-Telefônica, representou a Febratel na ocasião.


“A formalização deste protocolo é uma ação concreta que a Fenattel e a Febratel adotaram para combater essas práticas que tanto repudiamos”, destacou Almir Munhoz.

Agora, o documento deverá ser levado para debate na audiência pública proposta pelo TST (Tribunal Superior do Trabalho) nos próximos dias 4 e 5 de outubro. A Fenattel atualmente coordena as ações de 22 sindicatos – em 21 estados – em nome de 750 mil trabalhadores, ou seja, 95% do setor.

Abaixo, segue na íntegra o documento assinado pelas entidades:

- Expressar publicamente que não é objeto dos contratos de prestação de serviços de uma maneira geral, nas áreas de rede, engenharia, teleatendimento, vendas, etc., entre as empresas de telecomunicações e suas contratadas, qualquer condição, exigência ou sugestão ao descumprimento das normas coletivas, como Acordos Coletivos de Trabalho ou Convenções Coletivas de Trabalho, jornada de trabalho, benefícios e clausulas sócio - econômicas constantes dos mesmos;

- A atuar junto às empresas contratadas em todo território nacional, de uma maneira geral, nas áreas de rede, engenharia, tele-atendimento , vendas, etc. , no sentido de coibir condutas que possam ser interpretadas como “precarizantes” das relações trabalhistas e sindicais;

- Assegurar por meio desta atuação conjunta o respeito ao direito à livre sindicalização dos trabalhadores, bem como o reconhecimento e enquadramentos dos respectivos empregados junto aos sindicatos profissionais de trabalhadores em telecomunicações;

- Atuar no setor de teleatendimento, o maior empregador privado nacional, a fim de assegurar respeito às Normas Regulamentadoras, aos Acordos Coletivos ou Convenções Coletivas de Trabalho onde estejam firmadas, notadamente no que se refere à jornada de trabalho, às questões de salários, remuneração e benefícios, direito de sindicalização, reconhecendo  os sindicatos profissionais filiados à Fenattel como representantes dos trabalhadores de teleatendimento;

- Reconhecer que é característica básica do setor de telecomunicações a recorrente inovação, convergência digital e evolução tecnológica, que impactam constantemente em seus meios de produção, inviabilizando a definição do que seja atividade fim e atividade meio neste setor;

- Reconhecer que toda e qualquer atividade do setor é fundamental para a viabilização da cadeia produtiva que envolve telecomunicações;

- Reconhecer que é característica fundamental ao funcionamento do setor de telecomunicações o alto grau de complexidade e de especialização em muitas atividades de sua cadeia produtiva;

- Reconhecer as atividades da cadeia produtiva de uma maneira geral, nas áreas de rede, engenharia, teleatendimento, vendas, entre outras, são autônomas entre si, com particularidades e modelos de gestão diversos, o que se requer alto grau de especialização técnica e especificidade;

- Reconhecer que a atual organização da cadeia produtiva do setor, além do aumento de empregos formais, é essencial para o cumprimento dos princípios constitucionais e para a eficiência para a oferta dos serviços para o consumidor final;

- As entidades se comprometem a discutir a instituição de um instrumento de BOAS PRÁTICAS prevendo regras que permitam a autorregulamentação quanto à prestação de serviços em toda a cadeia produtiva do setor, observando os princípios contidos neste documento.  

Autor: Amanda Santoro

http://www.sintetel.org

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