Tell us your call centre story
Have you ever had a bad caller or customer? Spoken with a caller at work who crossed the line into verbal abuse, racial, sexual or any other kind of verbal harassment or violence? We know that call centre agents too often find themselves on the phone with aggressive callers. The quantity and severity of abuse is serious, causing stress and anxiety and it has an impact on our health and well-being.
It doesn’t have to be this way. Employers can take steps to mitigate and stop the abuse and harassment by following the law and creating protective policies and procedures and adopting best practices from companies that stand up for their employees. Policies like no hang ups, maximum time on the phone, no call transfers, understaffing and the culture of upgrades for angry customers facilitate the abuse.
All employers have a legal responsibility to provide a safe and healthy workplace for their workers. Not only is there a general duty for employers and corporations to protect their workers, in most jurisdictions across Canada there are specific anti-harassment and anti-violence laws that must be followed under the occupational health and safety acts as well as human rights legislation.
We don’t believe corporations are doing enough to protect call centre representatives.
It’s time for a public conversation about call centre abuse. We want to include your stories on this website. Your identity will be concealed on the website unless you tell us otherwise.