Call centre workers win award

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Call centre workers win award

These companies had problems with what constituted the span of ordinary hours and the career path structure, she claimed. Contract call centre workers received a boost to their pay and conditions last week, when the Ai Group and two contract call centre employers signed on to a new federal contract call centre award.

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Contract call centre workers received a boost to their pay and conditions last week, when the Ai Group and two contract call centre employers signed on to a new federal contract call centre award.

The award takes effect from 1 September, 2003 and has the potential to affect 20,000 contract call centre workers.

ACTU organiser, Belinda Tkalcevic told WorkplaceInfo the Ai Group, and employers United Customer Management Solutions and Publicis Loyalty had signed on to the award.

But other contract call centre employers Teletech, Salmat Pty Ltd, Salesforce and Pracom had not, she said.

The Ai Group was both a party to the award and supporting one of the employers in the award negotiations, she added.

Tkalcevic said the award contained the following provisions:

  • weekend penalty rates; 
  • 15% afternoon shift loading; 
  • 30% evening shift loadings; and
  • a three hour minimum engagement of employees.

The award also included:

  • penalty rates for working between 7pm and 7am Monday to Friday;
  • casual loadings - 20% for the first 12 months then increasing to 25%;
  • overtime rates;
  • travel allowance;
  • notice of roster changes;
  • trade union delegates;
  • trade union training;
  • a six level career path structure; and
  • wage rates linked to skills and qualifications.

With the introduction of penalty rates some contract call centre workers could expect pay rises of $1,000 per year.

But the ACTU failed to get hourly rest breaks from phone work included in the award.

Tkalcevic said the decision to include the rest breaks in the award had been reserved, but the ACTU would continue to campaign for their inclusion.

The ACTU was continuing to negotiate with Teletech, Salmat Pty Ltd, Salesforce and Pracom, she said.

These companies had problems with what constituted the span of ordinary hours and the career path structure, she claimed.

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