Call centre workers
Call centre workers form a significant part of the UK workforce and carry out a vital role on the frontline of many organisations.
This kind of work can be stressful and sometimes workers find it difficult to cope with the demands placed on them.
UNISON aims to improve conditions for call centre workers by working with employers to raise awareness of the importance of the work call centre staff do and the common stresses placed on them.
On this page
The stresses faced by call centre workers
Call centre staff do an important job helping organisations communicate and assist their customers. The work can cause stress, with workers sometimes facing pressure to meet high targets.
Call centre workers may use software which tracks the amount of calls they need to answer and how long is spent on each call. This can make it hard for them to leave their desk for a break. Computer systems also monitor workers and compare their performance to demanding targets and call handling standards.
UNISON’s six key demands for call centre employers
As part of our campaign to improve conditions for call centre workers UNISON has put together a list of six demands to improve the daily lives of call centre workers and reduce staff turnover:
- Provide regular voice breaks (on average at least five minutes of non-vocal time per hour. At high-volume call centres or where the work is very repetitive, more non-vocal time may be needed).
- Provide easy access to fresh drinking water.
- Provide the ability to pre-record introductions.
- Minimise background noise so that workers do not have to raise their voices.
- Ensure that calls are rotated, to prevent calls being received at a single station.
- Ensure that workers suffering from colds or sore throats are rested from telephone work, as the additional strain can cause serious damage to their voice.
Frequently asked questions
Legal disclaimer
The information contained within this article is not a complete or final statement of the law and is based on the laws of England, Wales, Scotland and Northern Ireland.
While UNISON has sought to ensure that the information is accurate and up to date, it is not responsible and will not be held liable for any inaccuracies and their consequences, including any loss arising from relying on this information. If you are a UNISON member with a legal problem, please contact your branch or region as soon as possible for advice, or for non-employment matters call UNISONdirect.