Bullying in call centres

Described by general secretary of UNISON Dave Prentis as “21st century sweatshops”, union surveys have revealed a culture in many call centres in which unrealistic targets and excessive close monitoring lead to bullying. A 2010 UNISON survey of 3,000 call centre workers in water, energy and transport revealed that more than half (53%) complained of bullying and harassment, with 32% saying that the bullying is tolerated, and 18% that it is part of the culture. The survey was carried out to promote a UNISON Call Centre Charter calling, amongst other things, for zero tolerance of bullying.

Another UNISON survey of 800 call centre workers in 2012 found that one in four call centre workers had their access to a toilet break restricted.

The public and commercial services union PCS, campaigns actively in this area and its members at Job Centre Plus call centres have been engaged in industrial action over 2011-12, protesting against constant monitoring and control of staff as well as oppressive target setting. General union Unite has reported similar issues at call centres including disciplining and in some cases dismissal for gross misconduct for “crimes” such as “call avoidance” and “call termination” (ending calls prematurely to meet call handling targets).

Research by LRD in 2010 confirmed that the practice of controlling toilet breaks in call centres is widespread (See Give us a toilet break, Workplace Report, May 2010).