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News : Virgin Media Call Centre Staff Given Just Two Minutes PER DAY for Toilet Breaks

#contactcenterworld, @virginmedia

Lanarkshire, Scotland, Jan 14, 2019 -- Virgin Media call centre staff have slammed contracts limiting their toilet breaks to two-minutes PER DAY.

Workers at the contact centre site in, Lanarkshire, Scotland, were given the new contracts which outlined "personal time" away from their desks should not take up more than 1% of their shift overall.

For some part-time staff who work a four hour day - that equates to just over two minutes, reports the Daily Record.

One angry worker at the site said: "They handed out this contract to us all to limit the time we spend in the toilet to a maximum of one per cent of our working day.

"For some of the staff that works out at two minutes. We can’t even get to the toilet and back in that time, never mind do anything."

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Another disgruntled employee described how toilet breaks have to be officially registered, adding the staff are being treated like "little children".

They said: "You have to log on to this website to register your toilet breaks. They’re treating us like little children who can’t be trusted.

"We’ve been threatened with warnings if we don’t comply."

Last May, the staff contracts changed from Virgin Media to Miami-based company Sitel - although still taking calls from Virgin customers.

The new contract outlines: "Personal time should be kept to a minimum and should range between 0%-1% per day maximum.

"Unless your TM (team manager) has been made aware of any issues that would affect this overall time, then this should not be exceeded."

Labour MP for Coatbridge, Chryston and Bellshill, said: "This is an outrage. These practices must be urgently investigated and stopped."

Virgin Media said: "We’re aware of these claims and are discussing them with our partners Sitel."

A Sitel spokeswoman said the firm are "responsible" employers who "adhere to all laws and regulations in regards to employment law".

#contactcenterworld, @virginmedia

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.mirror.co.uk


About Virgin Media:
Company LogoWondering who we are? Well, we're the first people in the UK to offer you TV, Broadband, Phone and Mobile - all from one place. The future is bursting with fresh entertainment and communication possibilities. That's why we're here - to bring all the excitement to you and make your digital place the brilliant place it should be. Whatever you choose with Virgin Media, we're aiming to make the whole experience as effortless as the award-winning service our Virgin Mobile customers have enjoyed for years.
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Today's Tip of the Day - Pound-Hash-Number!

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

Published: Tuesday, January 15, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

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