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News : Union Fears Over Call Centre Firm's 'Home Webcam Plan'

#contactcenterworld, @Teleperformance

London, UK, April 13, 2021 -- A union has condemned a call centre company's proposals to send webcams to staff working from home.

Some workers at Teleperformance are expecting the technology to arrive later this week.

Internal memos seen by BBC Scotland claim the purpose of the devices is to create a "highly collaborative and engaged workforce".

Teleperformance, which has offices in Glasgow and across the world, has been contacted for comment.

The Communication Workers Union (CWU) was alerted to the story after it was first reported in The Guardian, while fresh concerns over the "Big Brother tactic" have been also appeared in the Daily Record newspaper.

Officials have warned it could mark the start of "full-time visual monitoring of people working in the home".

'Step too far'

There is no suggestion Teleperformance is breaking the law but the CWU says the idea of webcams in workers' homes is a cause for concern.


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Craig Anderson, regional secretary in Scotland, said: "From an ethical and moral perspective it's an invasion of privacy. I think it is a step too far.

"The call centre industry has always been an industry where targets and monitoring has been some of the highest in any sector and I think now companies are pushing a boundary, and it's a moral boundary, that's too far."

He added that the company has claimed the technology will be used for workers who feel isolated and to operate a clear desk policy.

Mr Anderson said staff had been told they would be given advance notice of when the webcams would be put on.

But he cast doubt on the credibility of those claims, and expressed fears they could be used as a "punitive tool".

He said the union had seen more monitoring of workers during the pandemic, such as the time taken between calls.

'Keeping people in check'

Mr Anderson also expressed concern about the safety of female employees and added: "People being watched in their home is just completely unacceptable."

A memo seen by BBC Scotland said: "The use of webcams will only be mandatory at times when the individual would have been under natural observation in the office such as during 1-to-1 sessions, in team meetings, when they arrive (log-in) and when they leave the office (log-off)."

A member of staff the BBC spoke to anonymously said they felt "insulted".

They said: "We already have Teams and group chats, we already have microphones so the idea they're claiming we've asked for this is ridiculous.

"To me they're not combatting loneliness or mental health it's more about monitoring and keeping people in check."

#contactcenterworld, @Teleperformance

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.bbc.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 - Do Your Agents Have All The Right Tools?

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

Published: Wednesday, April 14, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
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:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

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

7.) 
NetSapiens

SNAPsolution
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)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

10.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

About us - in 60 seconds!

Latest Americas Newsletter
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