In partnership with UNI Global Union as well as call center workers and their unions around the world, CWA is observing Call Center Action Month (CCAM) in October. Under the slogan, "Performance Management From the Bottom Up,” we encourage you to organize actions that focus attention on the stress and anxiety suffered by call center workers because of call handle times and the use of scripts. We need your help to ensure this CCAM is the most successful to date.
Read and Share "Offshoring American Jobs"
Our newly updated report, “Offshoring American Jobs,” reveals the direct links between off-shoring U.S. call center jobs and a range of negative impacts on U.S. consumers and job seekers. I encourage you to get this report in the hands of your members. Click here for the report.
Build Public Support for the U.S. Call Center Worker and Consumer Protection Act
The U.S. Call Center Worker and Consumer Protection Act, introduced in the House by Representative Tim Bishop (D-NY) last December and in the Senate by Senator Robert Casey, Jr. (D-PA) last July, addresses many of the issues outlined in the report, and would require call center employees outside the U.S. to inform consumers of their location. It would thereby unmask corporations’ attempts to hide the fact that they are sending tens of thousands of good U.S. jobs offshore at the expense of American workers. Click here to find out which members of Congress in your region who have not yet signed on to sponsor this important legislation and organize actions to build support. Click here for flyers and other materials you can use to promote action on the bill.
Build Solidarity Among Call Center Workers
We encourage you to organize creative worksite actions throughout the month of October. Recent examples of call center actions include pre- and post-shift parking lot rallies, and lunchtime workshops on issues of importance to call center workers.
Learn More About How Management Affects Well-Being and Performance
A London School of Economics study on call center work found that high worker involvement in the management process actually increases employee well-being and performance in call centers. Educate and mobilize call center workers about the issues at stake not only in their workplaces, but also for call center workers throughout the U.S. and around the world.
- Get Trained: Review the short 10-minute training about the report produced by UNI Global Union and share it with your members. Click here to download the PowerPoint.
- Read the Report: UNI's report, Redesigning Call Centers from the Bottom Up, reviews academic research that has analyzed empirically how different approaches to call center management are related to measures of employee well-being and performance. Click here for the executive summary and here for the full report.
- Take the Survey: Help improve call centers around the world by taking UNI's survey and asking your members to take it as well. Click here for the survey. Click here to download a flyer about the survey.
Participate in the Customer Service Committee Blog
Throughout the month of October, we will be spotlighting specific workers and worksite actions on the Customer Service website and blog. Click here to visit the blog.
Attend the Customer Service Conference from October 14-17 in St. Louis
We are gearing up for a great conference that will bring together customer service workers from across our union to develop plans to build power for workers across our industry. Click here for more information and to register.