Call centres for retailers aren't essential

[Callcentreworker23]

I work in a contact centre. Have been self isolating but due back, the call centre is huge with no precautions whatsoever. My friend who is still at work says no hand sanitizer, no cleaning the desk between shifts, no 2m gap between advisors.

Went online and couldn't find anything about my workplace shutting. Went on twitter and it is full of people complaining it is hard for them to get through to the contact centre. So many people wanting to buy Nintendo switches and angry that we aren't quicker at delivering as they are at home social distancing.

Do these people not understand that call centre staff are people too? Will we ever be able to close? We sell some white goods so I assume we have to stay open throughout incase someone's item breaks and they need it replacing?

I just hate that I will be risking my families safety because my job in a retail companies call centre is apparently essential.

The call centre is full of teenagers and although some of the teenagers are very grown up there are some that think social distancing is a choice and they are the ones that I am scared I might end up sat next to.

It is crazy.

Ever since online shopping took off, consumers have lost all sight of the link between the people in the supply chain and the boxed item they are ordering.

My inbox is full of companies trying to send me 50% off tents and camping gear. Not sure that the van driver who has to deliver this stuff is an essential worker.

I’ve just come out of Tesco where the staff were arguing with a customer over the 12 bottles of wine she deemed essential.

Nothing surprises me now. We are a nation of selfish arseholes

TBH I would have assumed that call centres would have been physically shut and the people working in them would be working from home. Redirecting a phone call to someone in a different location should be absolutely trivial.

You should be working from home and they should be setting up the telephony technology for that. Alternatively, work from home but use webchat or email to “talk” to customers.

My son is working in a call centre he said someone could die in the office of covid19 and they would just have to work around them! No distancing , nothing, and hes classed as an essential worker! Madness!

Your company have had weeks to prepare for working from home. It's the ideal role to do from home They should be shamed on social media for making people risk their health.

It’s not as simple as that. Call centres are often operations hubs for most telecoms utilities and financial companies (not to mention HMRC / government. I agree that work from home should be made possible but these people are key workers. Just because they are teenagers doesn’t mean they aren’t just as essential to the running of the economy as NHS staff.

For example biggest banking frauds in history have hit all banks in all countries since Coronavirus hit. Call centre staff are essential in processing these and contacting banks / police. Do you intend for vulnerable people to go without refunds when they need money the most?

My ds sells similar and has been sent home on full pay for 2 weeks after a case was found.
There are probably lots more in his centre who have it.
I hope shutdown comes soon, then employers will have to do the right thing, they'll have no choice.

The OP said that the cc they work in sells white goods, they don’t work in a bank??

All non essential cc’s and shops should be closed you are totally right op, one of my parents works for a very large DIY company in the UK in their cc and the treatment of the staff is shocking not only for their physical health but their mental health too! The air is stagnant, your only about 10 inches apart from each other with people coughing and spluttering it’s a joke. Having used to work in there myself, I know what it’s like and I feel for you.

I am classed as a key worker I work for a government dept but even they have their head screwed on. I really hope in your case op that they make it law soon that they have to close non essential cc’s.

The call centre I used to work at also still open. This is a well known big retail brand. The shops are shut but not the customer service call centre.

I am only talking about call centres of retailers. Everyone thinks retailers are amazing for shutting stores on the high street and supporting them by shopping online with no comprehension that they are making more work for the staff in call centres behind the scenes.

We used to allow homeworking in my current employer but they scrapped the scheme due to cost. Which means around 20 percent of people already at my work have the ability to work from home and they know how to set it up but the people in charge aren't allowing it.

My FIL went to one of the larger DIY shops to redo the bathroom this week and apparently they said they are busier than they are at Christmas! It is just maddening that no one is taking this seriously, everyone needs to stop spending and stay home!