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How To Enter the 2020 Members' Choice Awards - For Vendors


News : CWU Pushing for Better Pay and Conditions Across UK Call Centres

#contactcenterworld, @cwunews

London, UK, May 29, 2020 -- Contact centres are well known to be high pressure, low pay working environments.

With the coronavirus lockdown pushing more and more businesses to remote working, the demands on the UK’s call centre staff are only increasing, bringing with it a huge amount of pressure.

In the midst of this the Communication Workers Union is pushing to address this and improve pay and conditions for our many contact centre members across the country.

The CWU is campaigning for a fair deal for UK Contact centre workers, and has set out a new charter outlining the principles they are campaigning for and encouraging workers to make sure they can get representation when they need it.

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The UK contact centre industry is a significant and growing sector, employing over 650,000 customer agents or over 2% of the working population. The industry employs around 200,000 customer agents in the communications and finance sectors combined.

Like staff at centres around the world, anyone working in a South Yorkshire only, Doncaster, Barnsley, Rotherham or Sheffield call centre will know the intense pressure and often difficult environment created by trying to help people through often difficult moments.

For the CWU, it is unacceptable that these staff very often find themselves working without adequate breaks, or with no sense of financial or job security, despite the fact that their work is vital to their employers.

In a bid to address this, the CWU has created the Contact Centre Charter, and is encouraging staff to join them in ensuring it becomes an industry standard for employers.

This charter sets out a number of principles which the CWU is campaigning for throughout UK contact centres.

It includes having pay levels which appropriately reflect skills, responsibilities and worth of the job, with premium pay for evenings, weekends and public holidays.

They also want employees to have skills, training and career structures to support meaningful career progression, and make it a priority for companies to retain and retrain existing staff in new technologies or products.

The CWU is pressing for a minimum 12 hours rest every day and 48 hours continuous break every week for employees, and the chance for staff to have a say in their hours and shifts.

Contact centre managers are also being pressed to ensure they have a sufficient number of staff to meet demand, to avoid placing undue pressure on an under-strength workforce.

And they are being encouraged to provide protection for workers to avoid eyestrain and voice and hearing loss, including visual display risk assessments and ten-minute screen breaks at least every two hours, adequate light, ventilation, air filtering and heating systems

#contactcenterworld, @cwunews

Posted by Veronica Silva Cusi, news correspondent

About Communication Workers Union:
Company LogoThe Communication Workers Union (CWU) is the main trade union in the United Kingdom for people working for telephone, cable, DSL and postal delivery companies. It has 204,500 members.
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Today's Tip of the Day - Look After Your Agents

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

Published: Monday, June 1, 2020

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2020 Buyers Guide Telecoms

Cloud IT Services GmbH

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.

You can see the full list of features here:


Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511


Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385
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