Call Centre Charter 2015
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Contents Introduc on . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 1. Working Time and Workload . . . . . . . . . . . . . . . . . . . . 4 2. Health & Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 3. Equality
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4. Pay and BeneďŹ ts
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5. Targets and Performance Management 6. Representa on
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7. General. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
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Introduc on To mark UNI Global Union’s annual Contact Centre Week of Ac on (CCWA) on 20th-26th October 2014, the Communica ons Workers’ Union (CWU) is launching a campaign as part of its con nuing commitment to systema cally organise and raise standards globally for contact/call centre workers. Research shows that call centres with union contracts have higher wages; median annual pay in centres with a union presence is about 7% higher than non-union centres. In addi on, workplaces represented by trade unions tend to invest more in training, place limits on performance monitoring, and have nego ated rules for sales and performance. The average turnover rate in unionised call centres is also 40% lower than nonunion sites worldwide. However, large numbers of call centre workers do not enjoy the benefits of being represented by a trade union. Decent Irish jobs are being ‘offshored’ and those jobs that remain are under increasing pressure for ever greater produc vity. Together with contract uncertainty, this pressure causes innumerable problems for workers, including unreachable targets, poor work/life balance, and the stress and health issues that result. The CWU believes that call centre workers are no different to any other worker and deserve to be treated with dignity and respect in the workplace. This Call Centre Charter is based on feedback from CWU members working in the industry. Every aspect of work was covered, including breaks and leave, pay and benefits, targets, and health and safety. The purpose of this exercise is not simply to talk about exis ng laws; it is about the ideal condi ons that we would all hope to work under in a contact/call centre environment. All these standards are compiled into this Charter for call centre working. This document can be used to engage with employers to adopt these best prac ces and to recognise where there is room for improvement in the workplace.
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1. Working Time and Workload ➤
Full compliance with Organisa on of Working Time Act (OWT)
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Adequate break mes and rest periods
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Clear policies on Maternity leave/ Parental leave/ Carer’s leave/ Force Majeure
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In the interest of equality, employers to provide Paternity leave for new fathers
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Considera on to be given to employees’ circumstances: Compassionate leave/ Honeymoon leave/ Time in Lieu/ Flexi- me
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Adequate no ce of shi s (minimum one month); call centre staff must be able to balance the needs of their personal and working lives to allow for childcare, rest and recrea on
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The ability to carry forward Annual leave and realis c consulta on on when leave can be taken
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Work/life balance taken into account: career breaks, unpaid leave and term me
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Comprehensive Sick leave policy
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Sufficient staffing levels to ensure: customer sa sfac on levels can be effec vely managed me available for training, team briefings and mee ngs leave and other absences are suitably covered employees can balance work, family commitments and recrea on
MARY AJIBODE “We are all a community and being in the Union means we have a voice”
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2. Health & Safety ➤
Applica on of all applicable Health & Safety standards, including: eye tests glasses suitable equipment regular Visual Display Unit (VDU) breaks appropriate ligh ng and hea ng, availability of fresh air cleanliness
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Adequate me for non-call ac ons to be factored into targets, including: administra ve tasks ge ng a glass of water bathroom breaks system issues
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To tackle the issues of stress and bullying, a Dignity at Work policy should be put in place
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Training at induc on and refresher courses in stress management and bullying & harassment policies
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Equipment to meet best prac ce standards: comfortable, adjustable sea ng ergonomic worksta ons volume restricted telephone equipment regularly maintained headsets ➤
Training and release for Health & Safety Reps in the workplace
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Facili es for the elec on of Health & Safety Reps should be made available
ASHISH BHALLA “As a member you can expect more from yourself; you have the CWU as a support when you need it, where you need it”
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3. Equality* ➤
No discrimina on on any of the nine grounds: gender marital status family status sexual orienta on religion age race member of traveller community disability
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Equal treatment and respect for agency, part- me, and fixedterm workers
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Comparable work should a ract comparable benefits, for example access to Sick leave for agency/ part- me workers
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Where possible, permanent full- me posi ons should be offered to agency/ part- me workers
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Equal access to training for all workers
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The CWU offers Equality Representa ve training to members
KIRA MURPHY “I’m glad to know we have someone there if we need it.”
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4. Pay and Benefits ➤
Comparable wages and benefits for equivalent work (i.e. agency workers)
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Premium payments for nights and weekends (shi allowance)
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Clearly defined premium for Sunday working
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Emphasis on salary over bonuses, as bonuses are more vulnerable to cuts
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Service leave – longer service should equal longer leave
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Incremental salary benefits for longer service
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Access to paid Sick leave
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Paid Maternity leave
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Redundancy – nego ated redundancy packages
JAY ASOLO Filling in an applica on form to join the CWU
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5. Targets and Performance Management ➤
Targets must be fair and reasonable SMART targets: Specific, Measureable, Ac on-based, Realis c,
and Time-based set at an achievable level for minimums and for bonuses/
commission ➤
Employees should be consulted to give input when targets are being set
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All targets and any changes must be communicated to workforce
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Performance management should be designed to improve worker performance and to provide be er service to customers, not to punish or manage-out employees
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Support, coaching and counselling should be offered to improve performance
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Adequate and ongoing training given to be familiar with role, all opera onal systems, new technologies/ processes, etc
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Opportunity to address any issues prior to being placed on a Performance Improvement Plan (PIP)
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Performance reviews and PIPs should factor in any issues that might affect reaching targets but which are outside of employee control, i.e. technical problems, personal circumstances, weather, difficult customers, customer sa sfac on, etc
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6. Representa on ➤
Recogni on of all employees’ right to join a trade union
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Right of trade unions to represent workers in: collec ve bargaining grievance & disciplinary procedures se lement of disputes nego a ons and consulta ons in all ma ers affec ng jobs and training
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Workers’ representa ves must not be discriminated against and full access to all workplaces necessary to enable them to carry out their representa on func ons
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Develop posi ve working rela onships with union and work to develop good communica on of events in the company (i.e. changes in policy)
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Time off for union ac vi es and access to facili es if needed
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Space in workplace for no ceboard
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Internet access to trade union website to ensure access to vital informa on relevant to their rights at work
MARUKH ZAHIR “It is so important to have someone who can stand up with you, when you need it.”
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7. General The CWU believes that all workers are en tled to: ➤
Respect and dignity in the workplace
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Fair representa on and treatment
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A strong voice for employees
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Control, ownership, and pride in their work
Branch Officials
LIAM O’LAIGHIN &
LARRY OJELADE
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As a Union with vast experience in the telecoms and call centre industries, the CWU is familiar with the challenges facing workers and has a proven track record in represen ng members’ interests. In recogni on of the unique challenges facing this group of workers, and given that it is fastest growing sec on of the CWU, we have a dedicated website which can be accessed here:
www.callcentreunion.ie
Communications Workers’ Union Ceard Chumann Oibrithe Cumarsáide William Norton House, 575 North Circular Rd, Dublin 1 Tel: (01) 866 3046 Fax: (01) 866 3099 www.cwu.ie
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