To contact Andrew Bibby

I am a professional writer and journalist.

Tel: +44 (0) 1422 845799
Fax: +44 (0) 1422 845800
andrew@andrewbibby.com

 

Copyright notice

Copyright held by Andrew Bibby. Use for commercial purposes prohibited without prior written permission from the copyright holder. This text has been placed here as a facility for Internet users and downloading is permitted for the purposes of private, non -commercial research. The text must not be modified, nor this copyright notice removed.

 

Organising in financial call centres

A report for UNI
CONTENTS

1. Introduction

2. Reaching call centre workers: recruitment and organising
a) Management style and culture in call centres
b) Union representation and collective agreements
c) Putting resources into call centre organisation
d )Finding the right way to reach potential members
e) Using the opportunities of new technology
f) Using industrial action
g) Organising of call centre workers — some concluding comments
 
3. Organising in call centres: the issues for negotiation
a) What do members want?
b) Pay16
c) Hours of work and shift patterns
d) Employment status and rights
e) Health and safety issues
f) Surveillance, electronic monitoring and privacy
g) Training
h) Equal opportunities issues
i) In conclusion: developing good practice
 
4. Some current and future trends
a) Virtual call centres
b) The internationalisation of call centre operations
c) Technological change, the internet and electronic commerce
 
Conclusion

Return to my home page