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News : 10111 Strike Back on with Potential to Escalate

#contactcenterworld, @sapoliceservice, @wearesapu

Johannesburg, South Africa, Aug 7, 2017 -- SAPS 10111 call centre workers are expected to intensify their strike action if their demands are not met.

Last month the Mercury reported that thousands of fed-up call centre workers went on strike over a stalled four-year wage dispute, with the SAPS forced to bring in uniformed officers to man the vital call service.

South African Policing Union (Sapu) KwaZulu-Natal provincial secretary Nurse Mdletshe said on Sunday that negotiations had broken down, leading to the union’s members once again downing tools.

She said the strike could intensify if an agreement was not reached.

"The worst case scenario involves even admin clerks joining the strike. This action could go on indefinitely if our demands are not met."

She said the issues began in 2013 and revolved around salary adjustments.

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"Most of these workers are on a level 5 band – I’d say 80% of them – but a few others were on the level 6 band.

Some call centre supervisors, who have 20 years’ experience or more, are on the level 7 band.

"This is where we want all the workers to be."

The Mercury reported recently that in 2013 workers approached SAPS management over their salaries failing to compare with those of call-centre workers at other government centres.

After a task team was formulated to benchmark their salaries against other officials, a report was compiled saying the workers’ salaries should be raised to salary level 7 – an increase of about R50?000 per annum.

The union said the negotiations in recent weeks at the Safety and Security Sectoral Bargaining Council came to a halt when compiling a written agreement to this effect.

The Commission for Conciliation, Mediation and Arbitration (CCMA) was then enlisted to help break the deadlock.

However, the SAPS said the union had withdrawn from CCMA negotiations and resumed their strike action.

"We would like to reassure the communities we serve that contingency plans have already been implemented at all 10111 call centres to ensure that emergency calls are answered and responded to as a priority.

"These contingency plans are tried and tested as they were implemented successfully during the strike last month.

"The strike action is regarded as a protected strike by the union-affiliated Public Service Act employees at 10111 Call Centres, but ‘no work no pay’ is applicable."

The police cautioned people against making unnecessary or hoax calls to the 10111 number or from phoning the number to "test" if operators were working.

"This places a strain on the queuing system.

"The number is intended for crime-related emergency purposes."

#contactcenterworld, @sapoliceservice, @wearesapu

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.iol.co.za


About South African Police Service:
Company LogoThe South African Police Service (SAPS) is the national police force of the Republic of South Africa.
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Today's Tip of the Day - Do You Divert Calls Between Offices?

Read today's tip or listen to it on podcast.

Published: Thursday, August 10, 2017

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2020 Buyers Guide Remote Agent Solutions

 
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Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

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A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
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Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.
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Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
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