The contact centre industry has hit back at claims that firms are putting workers’ health at risk by forcing them to work in a pressurised environment, branding it a smear campaign.
A recent study of almost 800 workers by Unison claimed that one in four call centre workers has had access to a toilet break restricted, highlighting a “significant risk” to their health and safety.
Almost seven out of ten of those surveyed said they suffered eye strain and over half had problems with their hearing and voices.
More than 80% said their work caused them to feel stressed, sometimes affecting their personal lives.
Unison general secretary Dave Prentis said: “That this survey has shown more than a quarter have had their basic right to a toilet break restricted or monitored is bad enough, but the physical toll on call workers’ eyes, ears and voices – the tools of their trade – is something that managers and organisations cannot ignore.
“Workers rightly expect their employers to have a duty of care not only to their physical health, but also to their mental wellbeing, and this must be addressed urgently.”
But one contact centre boss, who preferred not to be named, countered: “The vast majority of businesses have a great relationship with their staff. This is just a smear campaign. I can only think it must be a quiet news week.
The sector has moved on considerably in recent years and is one of the most health conscious industries, offering regular screen breaks, and a good working environment.
“We provide staff with a real career structure, with regular appraisals and constant dialogue between staff and bosses. It only takes a few bad apples to bring everyone down.”
