UNI Call Centre Charter:

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UNI Call Centre Conference, 24/25 Oct 05, Athens
UNI Call Centre Charter Set of broad principles
relatingto the call centre industry

• Aims
• To set a reasonable industry standard
• To identify those call centres that are
  committed to the key principles embodied in that
  standard

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UNI Call Centre Conference, 24/25 Oct 05, Athens
"UNI Call CentreMinimum Standards
Guide to call centres as to whether they meet
the"UNI Call Centre Charter principles
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UNI Call Centre Conference, 24/25 Oct 05, Athens
"UNI Call CentreMinimum Standards

• Aims
• Assist in defining a standard acceptable to the
  industry
• Rewarding those call centres that are investing
  in their staff and customers
• Guide to customer service professionals as to
  what the standard should be and which
  prospective employers meet it

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UNI Call Centre Conference, 24/25 Oct 05, Athens
Competitive advantage of call centres signatory
to the "UNI Call Centre Charter

• Skill of their staff and professionalism of their
  operations

• Advantageous to customer service professionals
  and the call centre industry

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UNI Call Centre Conference, 24/25 Oct 05, Athens
Key ingredients of UNIs minimum conditions
include

• A safety net of minimum pay, conditions and
  benefits
• Performance targets linked to quality customer
  service - not just to call quantities
• Increased training and development - to provide
  careers and portable skills

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UNI Call Centre Conference, 24/25 Oct 05, Athens
Key ingredients of UNIs minimum conditions
include

• Sufficient staffing levels to covernot just
  customer requirements but also training, staff
  meetings and holidays
• To ensure that employees are able to manage work,
  family - and community - responsibilities.
• Priority to retain and re-train existing staff
  during change (for example new technology
  developments)

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UNI Call Centre Conference, 24/25 Oct 05, Athens
Communicationis crucial
Communication on changes in company policy and
product developments prior to implementation - so
that staff can develop an input into improvements
in customer service
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UNI Call Centre Conference, 24/25 Oct 05, Athens
Outsourcing / Offshoring
Increasingly global economy -criteria for
locating call centres important
Decisions to be based not solely on cost but on
important operational requirements including

• Being close to the customer base
• Demand for skilled and multilingual staff

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UNI Call Centre Conference, 24/25 Oct 05, Athens
Outsourcing / Offshoring

• Access to a competitive telecom infrastructure
• Respect for the core labour standards
  established by the ILO

UNI has also published aCharter on Offshore
Outsourcing
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UNI Call Centre Conference, 24/25 Oct 05, Athens
UNI-Europa Telecom Etno Guidelines
Employers and unions in the European Telecom
sector have signed up to guidelines to raise
standards in customer contact centres across the
enlarged EU
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UNI Call Centre Conference, 24/25 Oct 05, Athens
www.myglobalunion.org/callcentres
Over to Neil