Public-sector union Unison is holding a one-day conference today for members working in call centres.
About 200 delegates from call centres in diverse fields such as the ambulance service, local government, NHS Direct, gas, police, water and electricity will exchange information and listen to invited speakers.
Unison claims more of its members now work in call centres than ever and workplace conditions vary enormously.
Unison president Adrian Dilworth said, “The number of call centres has mushroomed in the past few years, as they are seen as a vital means of increasing efficiency and cutting labour costs.
“However, satisfying customer needs should not be achieved by undermining the needs of call centre staff.”
Speakers include Peter Bain and Philip Taylor from Strathclyde University, who will speak about the role of trade unions in call centres.
By Richard Staines