Hotline reveals call-centre workers' main concerns

Excessive monitoring by supervisors and not being allowed to take adequate rest breaks, were the top two concerns of call centre workers contacting the It's your call hotline, according to a TUC report published in April

The TUC's hotline, took 733 calls over two weeks in February.

The report, Calls for change, features a 'league table' of complaints from call handlers. One in four complained about extreme monitoring of their work. And most of these (53%) said they were monitored over when they went to the toilet and the length of time they spent there.

Fifteen and a half percent said they were not given adequate breaks at work and some of these said they were given no breaks at all, even though they were working more than a six hour shift - contrary to the Working Time Regulations.

Over one in 10 of the callers (13%) complained about health and safety issues. Some said they believed they were developing hearing problems as a result of working on the phones - others complained of acoustic shock.

The TUC argues that call handlers, and those looking for work in call centres, should check employment conditions against a TUC checklist. Employers should offer:

* positive flexible working;

* ways of preventing occupational voice loss and hearing problems;

* a healthy and safe office environment; and

* adequate breaks - especially after distressing or abusive calls.