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News : Call Centre Firm Tells UK Homeworkers They Will Not Be Watched with Webcam

#contactcenterworld, @Teleperformance

London, UK, April 21, 2021 -- UK staff at Teleperformance call centre company have been told they will not be forced to have a webcam if working at home, following disquiet after some were told they could be used to remotely monitor their productivity.

In a message to UK employees, Teleperformance said the installation of the cameras would now be voluntary.

The decision came after the Guardian revealed that some of the company’s 10,000 UK staff working from home due to coronavirus were told they would need to use AI-enabled webcams for data security reasons.

Details of the proposed system seen by staff said that as well as being used for team meetings and training, the cameras would randomly scan for breaches of work rules during a shift, with still photos of suspected violations sent to a manager.

Offences would have included those connected to data security, such as having a phone or paper on a staff member’s home desk, and also productivity issues such as eating or leaving the desk without specifying why.

The French-based company insisted that webcams for UK staff would only be used for meetings and training, or for pre-scheduled desk checks, could not be operated remotely, and would not be used for random surveillance.

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But the proposed rollout of the cameras prompted worries among workers, and concern from unions about a potentially wider rise of remote surveillance if companies opt in the longer term to dispense with offices.

In a message to UK employees, Teleperformance said video cameras would now not be mandatory for any reason: "Following the consultation periods, we have listened to your concerns and decided to make the use of webcams voluntary. Whether you have one or not will be entirely down to individual choice and you can change your mind at any time."

If one of Teleperformance’s clients "insists" on cameras for home workers, staff will have the choice of returning to work in an office, or move to another client team, where cameras are not needed.

The statement stressed that the cameras were only ever intended for meetings and training, and "at no time were they going to be used for any form of surveillance, covert or otherwise".

Several UK staff members told the Guardian they were hugely relieved at the news. One said: "We were all very worried about having cameras at home. Some us have families around, and it felt very intrusive."

Teleperformance has said levels of scrutiny will vary in other countries where it operates, raising the possibility that UK companies could have calls handled by staff who face remote monitoring. The company operates a series of multilingual bases which handle calls from the UK, including in Greece and Albania.

According to a company guide to the remote webcam monitoring system, it "monitors and tracks real-time employee behaviour and detects any violations to pre-set business rules, and sends real-time alerts to managers to take corrective actions immediately".

Eating is not permitted on shift, while if staff leave their home desks, for example to have a drink, they would to click "break mode" in an app to explain why – such as, "getting water" – to avoid being reported for a breach.

A Teleperformance spokesperson said the company had no comment to make.

#contactcenterworld, @Teleperformance

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.theguardian.com


About Teleperformance:
Company LogoTeleperformance is a global provider of customer experience management in terms of revenue and global scale. We are the industry leader in security and our management has over 30 years of experience working with the most successful companies worldwide. With the strongest financial profile in the contact center space, Teleperformance’s leadership is unparalleled. Teleperformance was founded in 1978 in Paris, France and our U.S. based operations, headquartered in Holladay, Utah, were founded in 1993. Since then, expansion has been fueled by organic growth through additional volume awards by satisfied clients, and through acquisitions. Our combined financial strength, expertise, proven processes, and technology enhance the services and value we deliver to our customers and position us well to partner with clients around the globe.
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Today's Tip of the Day - Capability And Reliability

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

Published: Thursday, April 22, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
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.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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