2 UNI The UNI Call Centre Charter is a set of broad principles designed for the call centre industry. The aim is to set a reasonable standard for this important and fast groing industry. We also hope to identify those call centres that are committed to the key principles embodied in these standards. Call centres that commit to the UNI Call Centre Charter ill be publicly acknoledged on the UNI eb site, by UNI s affiliates and in the industry. This ill make them attractive to clients, business partners, potential employees, employment agencies, the community and their customers. Meeting the minimum standards as provided in the UNI Call Centre Minimum Standards ill be a guide to call centres as to hether they meet the UNI Call Centre Charter principles. This ill assist in defining a standard acceptable to the industry and rearding those call centres that are investing in their staff and customers. In addition, it ill provide a guide to customer service professionals as to hat the standard should be and hich prospective employers meet it. UNI believes that the competitive advantage of call centres signing up to the UNI Call Centre Charter ill help the skill of their staff and the professionalism of their operations. This is good nes for both customer service professionals and the call centre industry. Philip Jennings, UNI General Secretary
3 Key principles of the UNI Call Centre Charter Provision of minimum orking conditions, pay and benefits as outlined in the UNI Call Centre Minimum Standards. Performance targets to be based on providing high quality customer service and not solely on quantity of calls taken or made. Increased training and development that: Provides employees ith skills and product training to facilitate the development of meaningful careers and quality service for our customers; Provides broad based, portable and accredited training and skills development. Priority to retaining and re-training existing staff in the event that ne technologies or products that require ne skills or qualifications are introduced. Provide sufficient staffing level to ensure: There are enough staff to effectively handle customer requirements; Employees are able to attend training and staff meetings; Cover for leave and other absences; Employees are able to manage ork, family and community responsibilities. Respect for core labour standards as set in the ILO Declaration on Fundamental Principles and Rights at Work. These include the right to organise into unions, to bargain collectively and the freedom from discrimination. Work organisation that enables communication of changes in company policy and product developments prior to implementation so that employees can increasingly participate in key decisions regarding improvements to the provision of customer service. Issues to be considered hen locating a call centre should not be based on costs alone but also on other key operational requirements such as: Being close to one s customer base; Demand for skilled and multilingual staff; Access to a competitive telecommunications infrastructure.
4 UNI Call Centre Minimum Standards 1 General 2 Health and safety Written orking contract/terms of employment. Ventilation, lighting and heating: National legislation and agreements shall be respected, trying herever reasonably possible to create stable employment. Light, ventilation, air filtering and heating systems need to be designed to cope ith continued occupation, also at night-time. Managers and supervisors to support the employee s commitment to quality customer service, including providing all employees ith adequate support and advice and a flexible approach to performance revies. Ergonomic design of telephone and computer equipment, chairs and desks in order to avoid back strain and RSI: Training on ho to sit, ork and use the equipment safely/advice by ergonomic consultant/adjustable ork station and equipment (headset, ear piece etc). Protection for orkers using visual display units to avoid eyestrain and voice and hearing loss:
5 3 Working time and orkload Employer to assess the risks of orking ith visual display units. European directive on display screen equipment. Maximum 40 orking hours per eek. Rest period of 12 hours every orking day and 48 hours continuous break every seven days. Ten minute screen breaks at least every to hours. Work-related stress and bullying: Staff should spend no more than about 60%-70% actually taking calls. Performance targets based on providing high quality customer service and not solely on quantity of calls taken or made. Protection from violence at ork (abusive callers). General: Dedicated space for breaks. Food & drink provision, also for night orkers. Flexible orking hours can benefit employees as ell as management, but must be introduced by agreement. Call centre staff need to have influence over the hours and shifts hich they are asked to ork. Shift rosters should be dran up ith adequate notice to staff. Employees must have flexibility in the arrangement of orking hours to ensure that they can lead normal, active social lives. Employees must have the ability to take time off aay from ork, e.g. for care for dependants. Staffing levels sufficient to ensure: Adequate toilets and ashing facilities. (Non-)Smoking policy. First aid provision and employee security, especially if staff are arriving for ork or leaving ork very late at night (a large percentage of the call centre staff may be omen, ho are more vulnerable to attack). There are enough staff to effectively handle customer requirements; Employees are able to attend training and staff meetings; Backfilling of leave and other absences; Employees are able to manage ork, family and community responsibilities.
6 4 Surveillance, electronic monitoring and privacy Monitoring may only be alloed hen the purpose is knon and acceptable. Collected data may only be used for that purpose. The employee must kno that he/she is being monitored or can be monitored. Listening in may only occur incidentally and not continuously. The employee must be alloed access to the registered data and be able to correct inaccuracies. Tapings must be destroyed after a certain period. 5 Pay and Benefits Link pay levels to demonstrable skills. Direct pay comparisons ith traditional employees and clear pay levels/structures in order to avoid High staff turnover. Extra premia payments for orking evenings, eekends, or public holidays. Bonus payments no more than 10% of gross ages. Paid holidays according to national la, but at least 4 eeks per year. Holiday pay at least hat the call centre employee earned on average over the last 12 eeks before the holiday and include overtime and regular bonuses. Sick pay. Maternity & Paternity pay/ leave. To month s notice of dismissal. Statutory redundancy pay after 1 year of employment.
7 6 Equal opportunities and training Regular, broad based, portable and accredited training and skills development for all employees. Priority to retaining and re-training of existing staff in the event of the introduction of ne technologies or products that require ne skills or qualifications. Provide employees ith the tools to resolve, as far as practicable, a customer s concern in the one call. Provide employees ith skills and product training to facilitate the development of meaningful careers and quality service for our customers. 7 Workers representation Right to form and join trade unions. Right of trade unions to represent orkers in: Collective bargaining. Settlement of disputes. Negotiations and consultations in all matters affecting jobs and training. Workers representatives not be discriminated against and full access to all orkplaces necessary to enable them to carry out their representation functions. Negotiation of a specific collective orkplace agreement that meets the particular needs of the company. Communication of changes in company policy and product developments prior to implementation so that the employees have input into the decision making process. Right of free access by employees, trade unions and orks councils to corporate , so that information can be exchanged and communication being established. Right of free access to the internet to enable them to access trade union ebsites and other information relevant to their rights at ork.
8 UNI Global Union is the Global Union for skills and services. We represent 900 trade unions and 20 million orkers orldide. UNI ICTS Information and Communication Technology and Services Department: uniglobalunion.org
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