Need Advice: Want to Unionise in a Call Centre Role (UK)

[DigitalSweatshopWorker]

Hi everyone,

Name changed for this one and posted in AIBU to gain traction. I’m currently working full-time as a call centre agent for a credit card company in the UK, and I’m seriously considering the idea of unionising due to the current work environment. Its like a digital sweatshop, back to back calls, every second of the day is tracked to ensure you are ALWAYS making money for the company.

Here’s the situation:

• New CRM Issues: They’ve recently rolled out a CRM system that’s just not fit for purpose. It’s cheaply made, glitchy and poorly integrated, and we’re left to deal with the fallout. I work for a credit card company that charges premium interest rates and annual fees.
• Disorganised Initiatives: Different departments are launching customer-facing initiatives simultaneously without proper coordination. Poorly worded letters are being sent to customers and their cards are being suspended. It’s chaos, and we’re expected to handle it.
• Strict Compliance Rules: On top of all this, we have to adhere to a mountain of compliance guidelines, which feels impossible given the circumstances.
• Low Pay and Reduced Benefits: The pay is abysmal. They’ve managed to cut benefits over time, and my actual pay has decreased year on year.
• Outsourcing Threats: There’s always the looming threat of operations being moved to Manila if we don’t toe the line. It feels like a constant warning to stay silent.
• High Turnover and Stress: I’ve had five different directors and assistant directors since I started. It seems like this role is just treated as a stepping stone for management. Many of my colleagues are sick with stress, and new hires rarely last more than a few months.

I really think unionising could help improve things, but I’ve never done this before.

• Has anyone been in a similar position and successfully unionised?
• What steps do I need to take to start the process?
• Are there any specific unions I should reach out to for support in the UK?

I’d appreciate any advice or guidance. I just want to make this workplace better for everyone, but I don’t know where to begin.
Thanks in advance!

Contact your regional Unite office. They will go through the process with you.

I worked for 6 call centres. Length of service was 1 week - 22 months. Each one had a different culture. One place we were only allowed mints and water. A colleague got disciplined for…….. having orange and lime TicTacs! FFS!

Yet the other extreme, we were allowed to eat anything cold and drink coffees, bottles of pop etc.

The TicTac call centre one week the toilets on our floor and above were flooded. As water seeped from the toilets above to our toilets. We had to use the toilets on the second floor. They were beyond the doors which needed access via ID passes. Our passes didn’t have this door selected on the passes system. We had to wait until someone went through the doors. We got a right telling off for going over our break allowance. They should have increased the time allowance or discount it.

The lack of training. Was expected to go live to speak to customers after 3 days of training. None of us knew how to do deal with about 80% of calls. It was embarrassing for us and the customer. This was the job I lasted a few week as I had two interviews two weeks ago. This one and another. Got the jobs at both. Knew I got the second job 4 days into the first job. Went in the next day and didn’t return. My new job didn’t start until the follow week so had a week off. The first employer never contacted me as to why I hadn’t turned up.

If companies invested into proper training, where the staff know almost everything, then companies will get staff that work for them for longer. From my experience those companies I worked for with longer training times customers were more happy. Training staff better reduces staff turnover, get better satisfaction scores.

As PP said Unite might be a good place to start as they will cover your industry. Also have a look at the law on union recognition and what employers need to respond to. Good luck.
https://www.gov.uk/trade-union-recognition-employers