Call Centre Connect is an initiative undertaken by the QPSU to unite our members within the call centre industry and across the government. Last November, a group of enthusiastic and dedicated members came together to discuss the issues that affect call centre employees and how we can best face these challenges in the future. It was a very productive day and a great opportunity to kick start our Call Centre Connect network.
Call centre employees play a vital role in delivering essential services to Queenslanders, one that is often overlooked. They are often on the frontline of many departments; the first - and sometimes only - point of contact between the government and the public.
The call centre industry has continuously expanded over the past decade, as have the challenges facing workers. Many are industry specific, such as KPIs, call monitoring and client aggression. In addition to these matters, universal workplace issues such as respect, recognition and health and safety are of particular concern.
Having a strong union presence and the ability to have a say on your rights in call centres is extremely important, especially as we work towards our Core Enterprise Bargain later in the year. Because the issues that confront call centre workers are so often specific to the industry, our union will be forming a claim in the Core EB specifically for call centres. Call Centre Connect members will be heavily involved in the formulation of this claim, so if you want a say in your conditions and rights at work in call centres, nominate yourself to be part of Call Center Connect by emailing callcentre@qpsu.org.au
On this website you can currently find the Queensland Government Code of Practice for Call Centres (2001) and Guide to Health & Safety in the Call Centre Industry (2003). We encourage you to have a look at these two documents, as part of what our union will be looking at in the claim is to update the Code of Practice. We will be uploading more resources to the website in the near future.
QPSU Call Centre Connect is interested in hearing from all members who deal with a high volume of calls on a day-to-day basis. Please find below the Queensland Government's definition of a call centre (taken from its Code of Practice for Call Centres) - as you can see, it encompasses a wide range of workplaces and not just the 'traditional' call centre set-up.
Definition: Call Centre
For the purposes of applying the code, call centres are seen broadly as work areas using telephone and computer technology to deliver services to customers. It is noted that some call centres are now called total customer service points or contact centres to reflect the more integrated use of electronic communication such as e-mail and the internet.
Call centres would include many internal and external government services such as information services, booking and sales services, computer help-desk services, customer contact points and other areas that might not initially view themselves as call centres. The broadest view of the application of the term should be taken.
If you have any questions, or to register your interest in being part of Call Centre Connect, please send an email with your name, work phone number and department to callcentre@qpsu.org.au.
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