Teleperformance call center operators of Blagnac, a suburb of Toulouse, are forced to ask by email for permission to take a break, even to use the toilet, denounced Wednesday Thierry Godec, CFDT delegate of the company.
This obligation, which concerns some 200 of the 400 workers on the site, is the result of the commissioning software Wednesday of “flow management calls” called CAV (virtual call center) on demand a client, SFR, Numericable, explained Mr Godec.
The center agents working for other customers are not affected by this software.
“this software requires in made the call center to work faster because it limits the time available for example + + historicize the call they just had, “lamented the union.
with this new software, call center agent who wants a break in the calls with customers must now request permission by email. And whether it is a business reason to enter information or private, the recipient, the team leader, his partner or he says “vigiste” which is expected to give its approval, or not.
“it’s the same for all breaks, even physiological” denounced Thierry Godec, elected a CHSCT, recalling that during his work day the employee is entitled to a half-hour break for drinking, toileting, eating …
“There is a risk of non-response. According to statistics, executives spend only 55% of their time at the computer. so if you fall on the 45% and you take another call that lasts an hour, you fart a cable, “complains Mr. Godec.
” I am 53 years old and since I left school I no longer request permission to go pee, “he added.
A strike notice was filed on Friday from 14 hours to protest against this software, further indicated Mr. Godec.
The company management has not be reached by AFP
03/23/2016 10:39:55 p.m.. – Toulouse (AFP) – AFP © 2016
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