'Sweatshop' call centres threatening workers' health

According to a report out today from the Trades Union Congress (TUC), staff face unrealistic call time targets, monitored toilet breaks and recorded telephone calls. Some workers were expected to pay for their own headsets or had wages withheld during probationary periods.

The report also claims that hundreds of call centre workers suffer from "acoustic shock" which could be linked to listening through headphones for long periods of time.

According to TUC figures, 400,000 people are employed in UK call centres, but at 50 to 60 per cent, staff turnover is double the national average.

Stephanie Power, TUC campaign manager, stressed that while the industry is gradually improving, too many call centres are overworking staff and ignoring health concerns.

"We're hearing from people who are being insulted at work or having the length of time they spend in the bathroom monitored. The aim of the campaign is to expose the bad employers by showing just how great the good ones can be," she said.

The TUC has set up a telephone hotline for call centre workers to report their bad bosses - 0800 032 0033. They can also use the web to get in touch - see http://www.tuc.org.uk/yourcall
In a separate report out today, BT has unveiled a blueprint for better practice in its call centres. The 'People's Charter' was compiled in association with the Communication Workers Union and recommends improvements for BT's 17,000 call centre staff, including a move from individual targets to team targets, reduced pressure to limit call time and flexibility on working arrangements.

According to BT spokesman Robert Dunnett, the BT charter comes in response to a November 1999 strike, when unions complained about abrupt management style and pressurised call targets. Dunnett admits that BT learnt a lesson from this incident.

He said that BT was aware that acoustic shock was a problem, but said that of BT's 17,000 call centre workers only a "miniscule" number would be affected.

"Call centres are a new area and it's quite easy to let it grow up without proper management. We don't deny that there were pockets of the sector with poor management. We did take our eye off the ball.

"In truth most of these recommendations are now being rolled out, but we realised there was a need for a more formal response," he added.