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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."

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 - “Niceness” Alone Doesn’t Create Customer Loyalty

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

Published: Tuesday, January 15, 2019

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2021 Buyers Guide Automation

 
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Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
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With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
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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.

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*Automated / Scheduled Temporary Agent Skills Configuration Management
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New 2021 Membership

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This Expert Panel virtual event invites you to talk with Calabrio’s cloud-smart experts about how your contact center can accelerate your cloud transformation and power tangible results for your business. Insights discussed are based on Calabrio's re... Read More...
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