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10/12/2001
New guidelines issued for call centres
The Health and Safety Executive (HSE) has issued new guidelines for call centres after it found work conditions were stressful and that more training was needed.
While the HSE said its research dispelled the view that all call centres were “sweat shops,” it did reveal that many staff had reported their work was very stressful.
Half of those surveyed said their performance was monitored electronically all the time, while team leaders were criticised for constantly urging them, and even shouting at them, to answer calls, which also raised stress levels.
Many workers also said they found it difficult to cope with abuse from callers.
The HSE also recommended that call handlers should be allowed a break of at least five minutes each hour. (MB)
While the HSE said its research dispelled the view that all call centres were “sweat shops,” it did reveal that many staff had reported their work was very stressful.
Half of those surveyed said their performance was monitored electronically all the time, while team leaders were criticised for constantly urging them, and even shouting at them, to answer calls, which also raised stress levels.
Many workers also said they found it difficult to cope with abuse from callers.
The HSE also recommended that call handlers should be allowed a break of at least five minutes each hour. (MB)
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25 July 2001
Safety Council course calls time on call centre practices
The British Safety Council, one of the world’s leading independent health, safety and environmental organisations, is set to introduce new training in a bid to make Northern Ireland’s call centres safer.
Safety Council course calls time on call centre practices
The British Safety Council, one of the world’s leading independent health, safety and environmental organisations, is set to introduce new training in a bid to make Northern Ireland’s call centres safer.
06 February 2006
Consumers angered by poor service
British consumers are angered by shoddy customer service and unrelenting sales pitches, a report has revealed. The report by the National Consumer Council suggested that businesses were over-promising and under-delivering, treated customers in a "clinical and patronising way" and were "incapable" of getting the basics rights.
Consumers angered by poor service
British consumers are angered by shoddy customer service and unrelenting sales pitches, a report has revealed. The report by the National Consumer Council suggested that businesses were over-promising and under-delivering, treated customers in a "clinical and patronising way" and were "incapable" of getting the basics rights.
13 May 2004
Union urges abused shopworkers to speak out
Too many shopworkers suffer in silence against persistent anti-social behaviour, violence, threats and abuse, according to the Union of Shop, Distributive and Allied Workers (Usdaw).
Union urges abused shopworkers to speak out
Too many shopworkers suffer in silence against persistent anti-social behaviour, violence, threats and abuse, according to the Union of Shop, Distributive and Allied Workers (Usdaw).
14 January 2004
Abbey axes call centres but invests in Belfast
Abbey has announced today that two of its call centres are to close by the end of October this year which will see around 400 jobs axed. However, sites at Belfast, Bradford, Glasgow, Milton Keynes and Sheffield will receive a £25 million three-year investment in IT, training and the working environment.
Abbey axes call centres but invests in Belfast
Abbey has announced today that two of its call centres are to close by the end of October this year which will see around 400 jobs axed. However, sites at Belfast, Bradford, Glasgow, Milton Keynes and Sheffield will receive a £25 million three-year investment in IT, training and the working environment.
12 January 2004
Unions seize on 'inferior' offshore call centres report
A report commissioned to research Indian call centre services, and which is due to be published tomorrow, has shown that Indian call centre workers fail to answer queries properly, according to financial services union Amicus.
Unions seize on 'inferior' offshore call centres report
A report commissioned to research Indian call centre services, and which is due to be published tomorrow, has shown that Indian call centre workers fail to answer queries properly, according to financial services union Amicus.
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Northern Ireland WeatherToday:A cloudy day with a little light rain or drizzle at times, but some spells of drier weather too. The north coast may become somewhat brighter later this afternoon. Maximum temperature 11 °C.Tonight:Cloudy and patchy light rain will slowly clear away this evening. Then the rest of the night will be dry with broken cloud. Westerly winds freshening in the early hours. Minimum temperature 6 °C.
