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News : Union Slams Proposals to Install Webcams in Workers’ Homes

#contactcenterworld, @tpmarketinguk

Pudsey, UK, May 10, 2021 -- Thousands of call centre workers have been working from home during the pandemic and although, for many, there have been some benefits without the daily commute those benefits may be insignificant if the cost will be to have a webcam in your home.

Call centre company Teleperformance, which has offices in Glasgow and across the world, hit the headlines in April with their plans to introduce webcams into the homes of staff working from home.

The company’s aim is to create a "highly collaborative and engaged workforce".

However, the CWU Scotland Regional Secretary Craig Anderson said of the Teleperformance plans that "from an ethical and moral perspective it's an invasion of privacy".

The CWU has been at the forefront of unionising call centres since the industry began.


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CWU West Yorkshire branch, Assistant Secretary, Mark Elwen said: "It has always been an industry where targets and monitoring have been commonplace and too often poor management practices have exacerbated this. But this is potentially a step too far.

"With a number of call centres in our region we are very concerned that other employers will be watching this and trying to impose similar."

Teleperfomance say the webcam would purely be used for collaboration purposes in the UK and South Africa, and "at no time will we be using the tools to spy on our staff".

The company claims the technology will be used for workers who feel isolated and to operate a clear desk policy, but the CWU is concerned the primary use of the technology will be to monitor staff.

"We’ve seen how technology has been used before in call centres," adds Mark. "Monitoring people to the exact second, people told they can’t have a toilet break. It’s obvious what employers will want to use this for, and it won’t be for the benefit of their workers."

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.yorkshireeveningpost.co.uk/business/union-slams-proposals-to-install-webcams-in-workers-homes-3230550


About Teleperformance UK:
Company LogoTeleperformance UK is part of the global Teleperformance Group - the global leader in customer experience. It has 8,000 people across England, Scotland and Northern Ireland working in partnership with clients - from the private and public sector - to help them grow, protect their brands and provide outstanding customer experience to their customers.
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Today's Tip of the Day - Don’t Over Glamorise Your Job Adverts

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

Published: Tuesday, May 11, 2021

Printer Friendly Version Printer friendly version

2021 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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