More people than ever before work in call centres in the UK but are they the modern-day equivalents of the factory production line?
http://www.bbc.co.uk/news/magazine-12691704
This article that was posted on the bbc is of particular interest to me. Call centres contain an incredible 3.5% of the entire UK workforce. I was very shocked by the way they described them to be 'Satanic mills'. The personal comments were also interesting because they seemed to be written relatively eloquently. This says something about the level of education possessed by a typical call centre worker. It's nice to see that the UK is using the local labor work force instead of adhering to the common malpractice of offshoring jobs
Question:
What do you think made call centre's 'get their act together' by improving pay and working conditions? Is the same thing happening to similar firms around the world?
Hi Kevin. In the article, it says that the call centres were initially disrespectful to their customers, as "the adviser would talk faster so no-one could understand them or they'd just cut the customer off" which then results in the customers becoming angry and complaining. I think this is what made call centre's get their act together in improving their service. As well as because they are hiring those who have a degree in this specific career, they would obviously be improving pay and working conditions, as no one would want to work for a degree in a business that would pay you very little, or have bad working conditions.
ReplyDeleteI'm not sure if this is happening to other firms around the world, but I'm sure that through their customers feedback and complaints, many may have improved their service, as they wouldn't want to lose any consumers or potential customers.
I would add to Bettina's point by saying that global human rights has improved as a whole and if people really want something, they will stand up for it and get it no matter what. Protests, demonstrations, and boycotts are all the rage these days!
ReplyDelete