British Gas has today become the first major employer to sign up to UNISON’s call centre charter, which commits companies to basic standards.
General secretary Dave Prentis met British Gas chief operating officer Ian Peters, who signed up to the charter on behalf of the company.
In 2012, the union produced UNISON calling – A guide to organising in call centres.
With 3% of the UK workforce now employed in call/contact centres across both private and public sectors, the document was based on research we commissioned from Portsmouth University.
The biggest issues of concern raised by members are oppressive monitoring and high staff turnover leading to shortages and workload pressure.
But other findings included:
- 33% respondents said they experienced aches/pains caused by posture at the desk;
- 26% respondents currently experienced hearing problems;
- 20% respondents currently experienced voice problems;
- 11% respondents experienced restricted access to toilets all of the time or often;
- 17% respondents sometimes had restricted access;
- 16% respondents were never able to take breaks from work when needed;
- 23% felt bullied or harassed.
Using the research, we have produced a charter for companies and organisations to sign. This would commit them to some very basic standards and to improve working conditions in contact centres.
We negotiate nationally with British Gas, which remains the largest UK energy supplier and very much a brand leader. The company also employs thousands of UNISON members in modern call/contact centres, which are relatively advanced and meet the standards of the charter.
However, UNISON has asked British Gas to sign up to its principles for the outsourced workforce it uses.
The union now intends to roll out the charter to all the big six energy companies.
Read the charter and sign up to our campaign for call centre staff
