News : Call Centre Workers Not Happy With Their Work
June 3, 2014 -- In Italy, about 80,000 people work in call centres. Most of them provide services, assistance and information to incoming callers. This army consists mainly of women (70%) and those aged under 35 (58%), and has a generally high level of education (51.6% completed high school, 25.1% have a degree while 17.7% are undergraduates). However, not all call centre workers are young. More than 34% are aged 35 to 50 and 7.5% are over 50.
But are they happy with their work? Apparently not, given that as many as 45% of workers chose this employment due to a lack of alternatives.
These are some of the figures released by the president of ISFOL during a presentation at the 11th Commission of the House of Deputies, during which he painted a sector characterised by a high turnover of staff and the tendency to use flexible contracts, even though it has considerable revenues. In particular, it is estimated that in 2014, call centre profits through outsourcing will rise to €1.3 billion: a 5.6% increase compared to last year.
Posted by Veronica Silva Cusi, news correspondent
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The Institute for the Development of Vocational Training for Workers (ISFOL) is a national research institute with a specific focus onvocational education and training (VET), employment and social policies and a strong commitment to promoting employment, social inclusion, skills and human capital development as well as at fostering growth and innovation.
Published: Thursday, June 5, 2014
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