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News : European Call Centre Accused of Intrusively Monitoring Home Workers

#contactcenterworld, @Teleperformance

London, UK, Aug 9, 2021 -- A multinational call centre used by UK companies has been criticised for what unions have called the intrusive monitoring of home-working staff and their families, as well as asking workers to hand over biometric and medical data..

Unions say Teleperformance, which also answers calls for a series of UK government departments, is "pushing workers’ boundaries" over long-term home working amid coronavirus, and accuse the company of having unfairly targeted several staff who objected.

While the claims do not directly affect the company’s UK staff, some of the criticism centres on countries in which English-speaking staff answer calls to UK customers, such as Greece and Albania.

The French-based company says it fully complies with all local and international laws, and that feedback from staff shows overwhelmingly positive responses.

But one staff member who dealt with British customers from a call centre in Albania said that after she objected to video monitoring while working in her parents’ home she was dismissed, despite having recently been promoted.

The revelations come after some UK-based Teleperformance home workers were told in March this year to expect remote monitoring by video cameras, which would check whether they were eating, looking at their phones or leaving their desks.

After UK employees contacted the Guardian they were told this would not happen. Teleperformance insists the UK rollout of video cameras was never for remote monitoring, just training and colleague chats.

However, concerns have been raised about the company’s practices in other countries. Barbara Mecaj, a 29-year-old philosophy graduate who dealt with calls from UK customers for a multinational company, said she decided to manually cover a webcam installed to monitor her work from her family home.

#contactcenterworld, @Teleperformance

Within days, Mecaj says, she was told her work performance had been "re-evaluated" and she was sacked. "Before that, everything was going fine. I was doing well, I’d been promoted," she said.

Some of the most stringent home-work conditions appear to involve Teleperformance staff in Colombia, who primarily deal with customers in the US. As well as what is described as "real time" video monitoring, workers can be asked to provide biometric details and even results of medical examinations.

‘No privacy’

A contract, seen by the Guardian, says staff must agree that photos and videos of themselves, families and children can be circulated within the company, and that they accept polygraph tests.

One Colombian staff member, speaking anonymously, said the assumption was that there was no choice but to agree: "Every day you feel like you have no privacy. It’s our faces, our lives. It’s our space in our homes, our families. We don’t want this, but we’ve got to do it, to get the work."

Teleperformance staff in Greece, another multilingual location that deals with calls from the UK, have been told that at home they must have a "segregated work area free from distraction, clutter and all background noise".

According to a local contract seen by the Guardian, staff who are paid anything over the local minimum wage, currently €9,100 a year, are expected to provide this separated work space and cover any other costs, such as internet and electricity.

A Teleperformance spokesperson said all Greek staff received a "discretionary amount" for these expenses. However, local employees say this is not the case, that additional pay is generally for language skills, and that staff are paid the same whether they work at home or in an office.

Christy Hoffman, the general secretary of UNI Global Union, said such home surveillance "forces workers to make a choice between being spied upon and being employed".

A spokesperson for Teleperformance said the company used webcams "primarily for collaboration purposes" such as meetings and training.

They said: "Everywhere we operate, Teleperformance complies with all local, national and international laws, regulations and standards that apply to our business, including those regarding security, privacy and compliance, as well as specific client requirements should they be greater.

"Prior to our use of webcams, we followed GDPR guidelines on assessing data protection risks. The Covid-19 crisis did not alter Teleperformance’s commitment to the principles and regulations on which the protection of our employees’ privacy is based."– Guardian

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.irishtimes.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: Monday, August 9, 2021

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2022 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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