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The Real Big Brother

By Mark Hearn

Have you ever got the feeling someone is watching you? If you work in one of the 4000 Call Centres in Australia then you're probably right.

	NRMA Call Centre Consultant Rita Vella with ASU NSW Clerical and Admin Branch Secretary Michael Want.

Someone is always watching you. 160,000 call centre staff Australia wide know what it's like to be watched, supervisors know when they're at their work stations; when they're away from their desks; even when they take a toilet break. This sort of monitoring can cause a great deal of stress. Recently ASU Branch Secretary Michael Want talked to members at NRMA about the pressures at work and how the ASU can help.

Like all call centre consultants, the staff conversations at NRMA are always monitored. They are supposed to process a call for roadside assistance - or any other enquiry - in 110 seconds. Some consultants can't help taking a little longer. "Some of our consultants like to promote customer service - they like to help the members." ASU Rep Rita Vella recalls when consultants were able to help members - able to reassure a worried spouse, for example, that their partner was alright, the car had been fixed and they were on their way home. The consultants can't do that any more. Sorry, can't give out that information.

Sometimes there are too few operators taking calls, despite the busy workload that churns on through two shifts per day - from 6.30 am till 2.30 pm, then 2.30 to 10.30 pm.

"Staff shortages in call centres is a massive problem that needs to be rectified," said Michael Want.

Watching and listening inevitably leads to assessments and comparisons. Every week, reports are issued comparing individual and team performance.

Every month a major report is issued. Everyone can talk about everybody else, compare and worry - there always seems to be someone who performs better than you do. Surveillance turned into a kind of group stress encounter, all geared to the endless pursuit of "the almighty dollar."

Stress-related leave in all Call Centres is common. At the NRMA it is a product of fielding thousands of calls each week, from harassed members whose vehicles are broken down and the demands to keep jumping over the continually raised productivity bar.

The Australian Services Union (Clerical and Administrative Branch) is taking action to reduce stress for Call Centre staff. NSW Branch Secretary Michael Want says that employers must ease the performance pressure on the consultants and employ more staff. "It is wrong to expect staff to cope with a barrage of tight procedures and endless assessments. Employers need to remember that what is taking place in a call centre is essentially one human being speaking to another. Bearing that in mind might even lead to better customer service - and better productivity."

The ASU recently negotiated a new collective agreement on behalf of the NRMA call centre staff, achieving an 8.5% pay increase.

As Michael Want acknowledges, pay was only the first battle. The ASU also expects NRMA action on health and safety. The Parramatta call centre was opened three years ago and was supposed to be "the best". Best practice appears to be some way off but the Union is working to rectify the problems.

The ASU is currently compiling a call centre survey to accurately identify and resolve staff grievances. "The survey will ensure that our call centre campaigns are focused on what is important to our members", said Michael Want. "For example we're entering into negotiations with the NRMA over KPIs and we want to ensure that the members have a say - the survey will give us the input we need."

Michael Want also urged members to work with their workplace reps. "Some reps feel a little daunted by the challenge of their position but their main priority is to assist their workmates. When members work together they can achieve a lot more," he emphasised.

Many NRMA staff can remember a time when the NRMA placed an emphasis on people, both employees and members.

For ASU rep Rita Vella and her workmates, there's no distinction between the needs of the staff and the customers.

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  Issue 97 contents

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»	Activists' Notebook

»	The Soapbox
»	The Locker Room
»	Trades Hall
»	Tool Shed

»	Thanks from Indonesia
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»	Fuelling Voter Anger
»	May Day - The Debate Continues
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