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Call center, army of irregulars

In 1294 Cagliari await stabilization

controls more extensive and severe penalties have not helped, in the first nine months of 2007, the legalization of illegal workers. In the most affected province of Cagliari in trade and services.
The penalties are harsher, the controls are more extensive, but the emergence of the black remains a mirage. Virginia Walls, manager of the provincial Labour Cagliari, sums up the disappointment with the numbers: from January, despite efforts in sales, were 53 applications submitted, 83 regularized employees, € 40,364 of the contributions, "plus from companies that were plucked. "
NUMBERS The framework outlined by the executive is bleak: "A total of 1,625 companies inspected, 870 were found to be irregular. Inspections of ongoing supervision, always on the rise thanks to the arrival of new inspectors, all sectors of production have also found 1,265 illegal workers and 524 completely black. " The lies submerged in 172 companies: 97 working in the field of trade, crafts 36, 21 and 18 in the agriculture industry. Violations of administrative sanctions are almost 4 000 while the main types of communication consist nell'omessa or delayed recruitment (897 reported cases) and non-disclosure of dismissal (320). "Until recently it was difficult to establish this type of irregularity, but today, with the obligation of prior notification, there can be no more justification that workers at the time of testing, have been newly recruited.
CALL CENTER The working relationships that have proved impervious to a greater extent than the standards relate to call centers. "The results were very disappointing," reports Virginia Walls. The figures speak for themselves: they controlled about 41 structures have been penalized 36, "without any agreement with the unions." A small army of workers affected by the measures of stabilization, certainly not voluntarily to those responsible for the call center: "I'm 1294, surveyed following control activities." The head of the provincial recalls that "after the 17th round of 2006 the Ministry of Labour has been carried out until April 30, the so-called strategic positioning to promote the stabilization of labor relations." But the promotion has served little purpose.
YARDS Rain of measures on construction and even tourism. Among the 10 000 controls on construction sites at the national level, in the province of Cagliari were not regular 133 out of 172 firms: 66%, compared the national average of 59%. With the summer operation "Dolphin", in two weeks has been sanctioned for 73% of companies.
MARIANGELA Lampis

Source: L'Unione Sarda - 14/11/2007

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signed the agreement now change the law

After approval of the proposed agreement by the majority of the workers concerned, yesterday was officially signed between the Vodafone Group Comdata and the contract for the sale of a business unit that now involves 914 former workers of the British multinational. The dispute Vodafone marks a major step forward, providing significant protections and rights for workers are being supplied and to represent a first point of reference for other companies licensed (Telecom, Wind, 3 Italy) and for the many call center outsourcing.
In particular, if this experience demonstrates the importance of always - via referendum - the free expression of employees, the other gives us a way forward that will involve workers in the industry, even outside of ' importance of democratically validate the different hypotheses of agreement. The policy initiative and the union must now, in fact, go hand in hand more and more in terms of outsourcing, trying consistently to restore the primacy of work compared to the pure logic of the market, and calling all their responsibility: political parties, institutions, enterprises .
The sale of back-office by Vodafone, through the transfer of a business line to Comdata, a project fact remains that we have not shared and remains standing throughout the battle as SLC CGIL, from months, carried out against the rules introduced by the decree. 276/03 and that reduced the protection provided by art. 2112 of the Civil Code.
A battle which we are involved, with a unified and UILCOM Fistel-CISL-UIL, since the sale of call center Wind Sesto San Giovanni, we developed a proposal that not only asks you to restore the principle of pre-existing functional ( principle amended by Law of the center), but also asking and especially to include the guarantees that were missing before the law 30 and, in the absence of which, the sale of a business too often tend to mask potential redundancies.
then ask to be included within the concept of sale of a business, the principle of codatorialità: that is a responsibility of the seller as to ensure full protection of employment of workers hired for the duration of the job (and for at least 48 months) , in order to distinguish (even before the industrial project or not share) between outsourcing for specialized production and mere "tricks" to handle redundancies. A
principle, that the liability of the transferor, which we managed to win agreement unionized Vodofone (illicenziabilità for the duration of the order of 7 years, recognition of the link between the employee and activities, and therefore protected in the event of termination of the agreement, the possible failure of the transferee, to transfer assets to others, etc..), thanks to the mobilization of workers and the efforts of many people in the field, and must now serve only to protect but not all other workers, but also to push the policy to recognize greater safeguards in the law . The agreement
Vodafone it makes you stronger our claims, shows that it is also possible to force a multinational rich and strong to assume their social responsibilities, but we need a new law. Need a specific intervention that, in line with the program presented by the government to the voters, who have the courage to get my hands on an alleged sovereignty of the company too often strays nell'irresponsabilità in the transfer market risk on workers.

Alessandro Genovesi (National Secretary SLC CGIL)

Source: The Manifesto - 11/08/2007

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Call center: there's the penalties of the Guarantor

Call center: there's the penalties of the Guarantor
services for unwanted unsolicited phone calls and 60 penalties for over 260 000 € to telephone operators

Sixty sanctions and over 260 000 € already paid are only the first results of the recent interventions of the Ombudsman on the work of call center for the protection of phone users. The sanctions imposed on operators of fixed and mobile telephony for unlawful processing of personal data relate primarily to activation of unwanted services (change of provider, fast internet connection, additional services) and to a lesser extent, advertising unwanted phone calls. The telephone companies have preferred, in many cases, immediately close the dispute through the advance payment to a lesser extent, provided for those not seeking to challenge the complaint of the violation.

continues in this way the action of the Guarantor for the protection of phone users report that a number of cost and inconvenience arising from the misuse of their personal data by the main call center operators (Telecom, Tele2, Fastweb, Wind, Eutelia, Tiscali). In most cases, it was enough for anyone, a child, an employee of the family, answer the phone and without giving prior consent to what was proposed, because it enabled services were never required with subsequent billing of costs in the bill, detachment, even for few months, phone line, waiting for the transition to another operator. Sometimes there was even a phone call and the user has noticed that they had " joined "a few new offer on receipt of the bill.

The penalties are the result of the application by the Guarantor of the general measure of last year which had been followed by five specific measures in June, with whom he had imposed on operators and call center to terminate the unlawful conduct of data. The Authority has in fact carried out a series of inspections at the call center, both inside and outside, they use the main telephone operators: The verification showed that the majority of call centers do not proper notice to individuals contacted or worked even without telling you that you were collecting their data, were used for what purpose, if it was required or not to include them, what were his rights. The call center instead have the obligation to inform the users with the utmost transparency on the origin of the data and their use and, if required, to register the subscriber will no longer be disturbed. For failure or inappropriate information on the Privacy Code provides for a penalty ranging from 3000 to 18,000 €, which can be increased up to three times depending on the economic conditions of society.

Source: www.garanteprivacy.it - \u200b\u200b30/10/2007

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Flexibility is the enemy of "decent work"

The definition of "decent work" or "decent" has been proposed several years ago by the International Labor Organization. In 1999 took place in Geneva, the annual meeting of the 'ILO and the report of the Director General is titled Pour un travail decent. In this report were outlined seven basic forms of economic and social security should be ensured for all workers. The proliferation of atypical or flexible work tends to diminish Most of these 'forms of security and therefore undermines the statute to varying degrees of decent work. I will only mention some of them, with some adjustments and additions to the original text, and note how each of them is eroded, or reduced to zero by such workers.
The employment security, which means not only protection against unfair dismissal or without cause, but also employment stability compatible with a dynamic economy.
Professional security: it implies the possibility of enhancing the profession gradually increasing skills through work and form a stable and recognizable professional identity.
Safety at work: this includes protection against accidents and occupational diseases through adequate regulation in health and safety, which also includes limits on hours and overtime, and the reduction of stress at work.
Income security: the creation and maintenance of an adequate income in able to ensure the worker and his family cover the "human cost" in the face of a given level of social development.
Security representative. It refers to the guarantee offered by the possibility of collective expression in the labor market with free and independent trade unions and other bodies able to represent the interests of workers.
retirement security: the possibility of securing an income through work is capable of keeping, after leaving work, a standard of living comparable to the previous one. This form of security is not listed in the original Oil. The rise of flexible jobs
erode a substantial portion of those securities. Reduces, by definition, those relating to employment stability. While the training and enhancement of professionalism and identity work, as already noted, is made difficult by the variety of work environments, experiences, techniques, models of work organization where a worker is exposed flexible.
safety in the workplace - in this case refers to the physical safety, health - is jeopardized by flexible working, particularly those involving short-term contracts because firms have no incentive to invest in training to security workers in the space of a few weeks or months are no longer employed by them. As for the workers, they do not have the time to learn the codes of the security in which will be occupied for a short time and the motivation to do so.
Another aspect has been repeatedly drawn from research undertaken in different countries. Who works with an atypical tilt to reduce attention to their health. Postpones, for example, the opportunity to undergo a medical examination need to be present at work, hoping to improve, or at least not decrease, the probability of having a new contract about to expire. Underestimating one's state of stress, or forget to visit to go to work, or while commuting to work sick, to affect a lot about the state of health.
Flexible work strongly affects the safety and the level of income. As for the two broad categories of atypical workers, temporary employees and employees or co-ordinated the project, which are formally independent of the research confirms that they have a net annual income is significantly lower than that of staff with a standard contract , is that true self.
The main cause of such gradients is evident. The atypical behavior in many cases, sometimes for years on end, not the normal 12 months of work, or better 11 months working as a paid holiday, plus bonus, 13 months causing the worker's actual salary. May mean rather 8-9 months of work, so not much of full pay. This obviously happens when those who belong to these categories saw a contract expire at the end, whether by employees or employee, and will not find another until after weeks or months. But it also happens with the worst effects for other categories of atypical, for example when one is hired for an indefinite period by a user, because he will be entitled to full pay until you are called by a user.
should be recalled that in the decree implementing the Law 30 is expected that companies administration to match their full pay and the relative contributions of the law caused when the worker is employed in an actual user, while in employment between the worker and the other it is only an availability allowance, divisible, it noted, in units per hour , so as to make it proportional to the time of failure to act. The decrees of the Ministry of Labour, it was indicated, since 2003, € 350 per month for working in administration, in small increments from year to year. In the case of intermittent work allowance drops to 20% of the average wage (approximately 250 €) of employees of the user. In all these cases the contributions are paid in proportion to the periods actually worked.
Done in turn relates to the security of union representation, to drastically reduce it shall, in varying combinations, various factors related to labor flexibility: the flexible mobility of workers from one place to another, the separation of the worker by the firm in which lends his work, which is inherent in the work for rent or administration, the individualization of employment relationships promoted by the reforms of the labor market, the transfer of businesses between regions or abroad.
In parallel with the reduction in security-related employment, income and the amount of fees, it also inevitably reduce the retirement security. According to recent calculations, who began working with the contracts of coordinated and continuous from the time of the multiplication of these, the mid-'90s, when he reached age 60 and at the same time - if unlikely - 35 contribution years full, you can count on maximum pension benefits corresponding to 37% of her salary, which is on average much lower than that of employees.
The list of securities relating to employment, income, and union representation is not merely another elaborate dall'Oil a kind of moral bill of rights for workers. In fact, the same oil through a specific program has started its research in numerous companies in the EU and other countries. To this end, these securities were "operationalized", ie transformed into measurable parameters that can be applied both at the enterprise level, both at the national level. We start, therefore, to have global data bases on the various forms of security that differ in varying degrees, a decent job from what I can not say that. It would be appropriate to make even greater use in Italy.

Luciano Gallino (sociologist)
Source: www.20ottobre.org - 20/10/2007

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'Less unemployment, " "It's not like that," Just call center automatic

The council cites the ISTAT figures and announced: "We are 8, 6 per cent" said CISL " statistical illusion, tens of thousands of uncounted "
" For the first time, unemployment is under 10 percent, "proclaims the site Regional reporting the latest ISTAT data. But to spoil the party, even as the chairman Renato Soru is committed to the campaign of the Democratic Party primary, it takes even the CISL: "And 'statistical illusion, unfortunately the reality is different," says the secretary Mario Medda, someone in the center-right would see as a candidate in the 2009 Regional. In another war of numbers we look at the numbers Istat and the different readings that give the region and the CISL. The data, available on the website of Istat, shall for the second quarter of 2007. The number of employed rose from 612 000 (same period of 2006) to 619 thousand, an increase of 7 000 units equal to 0.98 percent. "Confirmed So - is said in a statement the council - the growth of the island economy: in the first quarter of 2004 were 575 000 people employed. " The data "are positive even when referring to the increase of the population of twenty thousand units." They also stated that in the rest of the South, employment declined by 0.9 percent, while in Italy has increased overall by 0.4 percent. In the same survey period decreased the number of people seeking employment: 70 000 were in the second quarter of 2006, became 58,000 at June 30 this year. The labor force, compared with a year ago, has dropped five thousand units (from 682 thousand to 677 thousand was spent). According to the Region Another relevant factor is, therefore, the decline in the unemployment rate, which in Sardinia in a year has gone from 10.2 to 8 per cent, 6 per cent, slightly less than half the percentage recorded by ISTAT in the first quarter of 2004 (15.9). There was an increase in the employment rate (workers aged between 15 and 64 years) was at 52.5, is now at 53.2 percent. Finally, decreased the rate of activity, always refers to the age group 15-64 years in the second quarter of 2006 stood at 58.6, is now at 58.2 percent. So far the region. According to the CISL but this is "statistical illusion." Mario Medde has in fact explained that "the unemployment rate to 8, 6 percent fruttodi dynamics which, unfortunately, have nothing to do with a real fall in unemployment. In fact, if you do not read the data, the risk is that the virtuality of the policy is accompanied by virtual reality. " The secretary of the CISL also joked: "While poverty is increasing and household incomes are falling sharply, this year the unemployment rate in official surveys, could decline to levels of northern Italy! The reality is very different. " According Medde "even in the data is provided by ISTAT, if you read carefully, the reason for this real "Miracle": the unemployed available for work but who are tired of looking for him (it is the phenomenon of discouragement), passed by 31,000 units of the second quarter of 2006 to 61,000 units in the second quarter of 2007. " In short, "no longer unemployed and those who are not members of the workforce." Hence the decline in unemployment in the ISTAT data, in accordance with the CISL. The union then noted that "diminishes the activity rate and increase in worker lay-offs that they are also classified among the employed." The secretary of the CISL and then mentioned other issues to strengthen the reasoning: agriculture, compared to the quarter of 2006 decreased by 10 000 units among the employed, the industry falls between 4 000 employees, while increasing the independent 9 000 units, and in the services sector there is an increase of 12 000 employees. " And 'the transformation of the Sardinian? And 'the crisis, meets the CISL. 'It obvious - said Medde - as part of precarious work and play call center in increasing the employment. " To resolve the regular warfare Medde numbers suggested that the region ('to develop a strategy for industrial policy and labor) to acquire the "structures and instruments, with full operational autonomy and scientific, can monitor the actual condition of the island. "

Source: La Nuova Sardegna - 09/21/2007

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No business advantage with offshore call centers

The British insurance companies are undermining relationships with their customers and fail to save outsourcing call center activities : This is the conclusion of a study conducted by Compass Management Consulting .
The analysis conducted by Compass on onshore and offshore environments shows that increases in personnel costs of up to 15% per year in countries such as India are reducing the benefits of offshore call centers.
All financial services companies should ask themselves some simple questions before deciding to offshore, " What are the drivers for an efficient call center and what the market cost of a call center which will help to maintain or even increase the competitiveness of a company? , "said Simon Scarrott , head of business development and marketing at Compass.
" To resolve operational problems and inefficiency of the processes do not simply transfer to other countries in the hope of improving. The key point is to what extent savings are real, sustainable and contribute to improving the customer experience. In too many cases, service quality is compromised by their offshoring decision that fails to deliver the expected level of savings , "said Scarrott.

Besides the poor quality of service customers report that in the case of offshore call centers, the language difficulties reduce productivity and significantly increase the calls that last up to twice those premises. According to the study conducted by Compass, the problems of understanding occur on average only 4% of calls to call centers onshore.

for offshore call centers this figure rises to 18% and each of these obstacles can prolong the call from 39% to 105% above average. The duration of calls affects productivity when you compare the onshore and offshore in terms of sales.

Reduced wages are not sufficient to ensure the long-term savings

According to Compass, the savings associated with lower wages are disappearing with the rising cost offshore, process improvements do not occur and the operations are not very productive. Compass In a study in which measure the performance of call center operators in terms of average number of sales, the figure was 4 offshore sales a month against 10 dell'onshore.

" The range of areas is promoted as a location for outsourcing is impressive. China, India, Ireland, Malta and South Africa are currently marketing campaigns in progress. But for financial services companies the quality of customer service is a key indicator of the brand, as well as an opportunity to increase revenues and profits through customer retention and cross-selling activities. Neglecting these elements to adopt a strategy of operating in distant countries makes no sense, "says Scarrott.

Instead of asking "What country is suitable for our call center?" Compass advises businesses to ask

· What works in our call center and what we should fix?

• How we position compared with the best company in the industry in terms of call center?

· What can we learn on the efficiency of call centers in other sectors?

Only then the location becomes important.

Equipped with the answers to these questions and with a plan to improve the processes in place, you can assess which parts of the operation can be outsourced effectively. The analysis shows that it will very rarely customer-facing processes for financial services companies.

Analysis Compass over 50 call centers show that the benefits in terms of costs associated with offshoring decreased significantly over a period of 3 years compared to a onshore environment where an improvement initiative is implemented.

Repatriation due to customer dissatisfaction and higher costs of long-term

Accelerating an offshoring decision on the basis of short-term costs may in fact create a twofold problem: customer dissatisfaction and long-term costs higher. As the companies are faced with this reality, there is a return of call center activities by many internationally renowned companies that have understood and measured the productivity of call centers, as well as damage to brand products dall'offshore.

Compass agrees that an approach ' Lift and Shift' in which a call center in the United Kingdom is closed and activities transferred offshore can provide a small savings - typically up to 15% in the short term. However strategy advocates a 'Fix and Mix' based on analysis of transactions in the country and implementing a performance improvement plan. This approach can ensure process efficiency savings more than double those offered by the method 'Lift and Shift', in addition to optimizing the customer experience.

" The improvement of existing processes can be associated with the use of offshore features such as call routing based on the value, to take advantage of areas where the facility can provide a competitive advantage. For example, routine questions on the balance can be sent offshore, while the demand for opening new accounts to be managed by a more experienced onshore and mother tongue, "says Scarrott.

The chief executive of Swinton criticizes offshoring

Compass points the finger at Swinton, Manchester insurance, where profits are growing by 26% and 31% of bills each year, as an example of company that considers its call center and its staff a competitive advantage. Swinton measure success based on business growth rather than on cost reduction and Patrick Smith, CEO, comments:

" Offshoring is the result of a company run by accountants and is an easy way to cut costs without taking into account the quality of service. Our clients are opposed and we have also seen companies such as Norwich Union to change outsourcing idea. "

Smith confirmed that the activities in the UK are a strong point for Swinton: "It 'one of the winners, we are in the sixth year of consecutive growth and the policies we have doubled in the last 5 years .

Source: www.i-dome.com - 09/13/2007

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.. at least in the UK

Dissatisfaction of customers for automated assistance and information services is unknown, but none fit. Experian has done in Britain.

A poll conducted in Britain by Experian revealed that more than 80% of consumers and citizens have had enough to seek information and assistance call center equipped with computerized systems , which require the caller to follow strict procedures and default.

The survey, conducted on a representative sample Britons revealed dissatisfaction with the highest expectation, and contrary to the guidelines of many companies and institutions of public service, most recently, have chosen to invest significant funds in such systems.

Experian's survey has also highlighted as a place:

• just over one third (38%) of those who contact the phone companies and is located in front of automated response systems, can to solve their problem on the first call;
• despite the problems with the call center, 89% of customers continue to seek contact via phone trying to talk to someone;
• 59% of consumers, is irritated that every time you put in contact with a company are treated as strangers, even if they are already customers, and perhaps for some time.

E 'then also true that 62% of those who make use of systems Internet solves your issue on first contact or , but once again being handled by strangers is a source of great discomfort.

" 's understandable that companies and service organizations have been carried away by the enthusiasm towards new technologies and benefits, including economic, automation - said Duncan Paint r, guiding the investigation and the Director of Experian's Marketing Services Division - but the facts confirm that they had better check what's going on and not confuse the means with the end, which should always be only to improve the dialogue with customers . "

Source: www.i-dome.com - 10/18/2007

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They said the group Almaviva-Tripura

Here is an excerpt from an article published June 1, 2006 by the newspaper "Liberation" (organ of the Communist PRC)
Alberto Tripi is a former IBM manager, is among the first to invest in call center that spread across the country since the '90s, where contracts parasubordinated proliferate. In 2004 the Roman businessman was awarded by the Telecom Finsiel, and enters the market for procurement of e-government. Vince contracts billionaires: the computer systems of the State Railways, the full commission for the National Services Card (50 million euro), the management of information systems for the Treasury in the state budget and that of the half million employees of 30 Central government (18 million euro) and then a research contract with the National Research Council, in addition to contracts won by telephone centers (call centers Alitalia, Fiat, Sky, Wind, Telecom) and the newest acquisition of Actalis leader in the field of certification digitali.Gare the Roman businessman can win thanks to a shrewd lobbying process and its close political contacts. The call center is called Arese In Action, after the company formed in 2002 by Fiat Auto. Provides services for CRM (customer relationship management) for both Fiat and for the external market. In 2003, the Lingotto has sold 50.1% of the group Action in Cos Alberto Tripi. Lavoranoin most project workers or temporary, they go where Cos commands. They work four hours a day and are paid at piece rates based on the number of calls handled, 500-600 € a month without holidays and without disease. A pittance. Alberto Tripi is very close to the center right and the center left. Relations with the old government, in particular the former Minister Stanca innovation, are more than cordial: Stanca and Tripura are two ex-IBM. to Finsiel The Board, moreover, the "king of the call-center, sports leading figures: Andrea Monorchio, former accountant general of the State (who already knows them to Finsiel assigned the job of computer system in your office); Sandro Bicocchi, former general manager of CDO ; Alessandro Ovi, former IRI ; engineer Paolo Vigevano former political adviser to the Minister Stanca . But the "affinity" Tripi policies are directed at the left: the entrepreneur is very close to Prodi (in '96 it was his present location to accommodate the Olive Tree in Piazza Santi Apostoli Union) and in particular feeds a sympathy Mrs Linda Lanzillotta , Minister for Regional Affairs, Margherita. Tripura is also a big piece of Confindustria, where the sum of the presidency Federcomin (media companies) to Fita (service industry), in addition to the post of head of Confindustria. The Union victory at last election Roman is the entrepreneur a great opportunity from the top of his political position within the association of entrepreneurs Tripura asks precise measures of the government. 'It simply outrageous - adds Tripura in the assembly of Confindustria - that today institutions and companies to publicly controlled companies to participate in the races with their eroding the space for private companies with a total distortion of the market rules. " Criticism of what even Montezemolo, the last assembly of Confindustria, has disparagingly called "neostatism municipal" in the thought of Tripura is coupled with the demand for a controlled market, a reform of competitions on the basis qualitative, with particular attention to working conditions. But as ever the entrepreneur of the call center that has never had qualms about using any form of contract precarious, now prefers to present himself as a defender of workers, his father a master of the past. What happened?
To understand this we should recall the last steps of the story dell'Atesia. On April 11 trade unions signed an agreement of apprenticeship contracts in 1100 and only 170 open-ended contracts. He gets the chorus of criticism, the precarious state of the collective workers strike, it suggests that the Lazio region lack the money to finance such a large number of apprentices. On 16 May, for Coincidentally, there's two letters to newspapers simultaneously: the first, signed by the Secretary General of the SLC-CGIL Emilio Miceli where, due to the presence of labor inspectors in the company, is intimate not to apply the agreement just signed, and calling for the convening of a table at the new Labour Minister Cesare Damiano. A short distance reaches the point of Gianni Camisa, CEO of Atesia. Which, after stating that Almaviva is "the sector companies with the highest ratio of permanent workers and atypical workers' raises the proposal of the union, asking the Ministry of certain rules on procurement. A proposal that a few days later, on May 25, will be taken up by the whole Assocontact, the association of owners of call-center outsourcing in. How did the story come immediately Atesia among the papers of the new minister? First of many questions come from the investigation Inspectors to work in large call centers in Cinecittà. It 's very likely that a final report does not recognize the independent nature of the project contracts, and thus forcing the company to pay fines salted INPS and to compensate workers (for this reason new employees are required to sign a release form with the 'undertaking not to claim damage to the company). In that case Atesia risk closure, and this danger is foreseeable government involvement. But there is another level, one that affects millions of euro of public procurement. Tripura seeks out help from a majority that has always supported - since Prodi gave free back in 1996, the princely office in Piazza SS Apostoli: The exchange is among the best terms and conditions for workers and guarantee contracts. The King of the precariousness of the call-center knows that his future may depend on good relations with the new government, and use the uncertainty as a bargaining tool. Now, with the new agreement and layoffs, the stakes are rising. The management of Atesia is a big step forward, by an agreement by all rejected, puts 400 workers on the road.

Source: http://collettivolavoratorigetronics.blogspot.com - 06/11/2007
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Call center, 600 made

PALERMO. They will all be settled within two years the 600 workers call center "4U" - according to Palermo after Almaviva, and recently acquired a contract Wind - thanks to an agreement signed by CGIL, CISL and Uil. The company, with 127 permanent employees and 510 other workers on the project (LAP), the lap in turn fixed in stages by mid-2009. Comments satisfied the CGIL: the agreement is "very important" but the government must make a reform that will abolish the improper forms of precarious employment. Will stabilize all, beyond the fact that inbound or outbound, according to objective criteria such as length of unemployment - explaining the CGIL -, the Lap of call center come from the business category and will be classified in telecommunications.

Source: La Nuova Sardegna - 09/22/2007

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Vodafone outsources, unions protest outsourcing

The decision affects its offices in Rome, Milan, Ivrea, Padua and Naples

The Guindani announces its intention to divest of a branch business involving 914 employees: workers 'agitation

ROME - Vodafone has a strategic plan "development-oriented', but which involves the outsourcing of certain back-office activities and sacrifice (ie transfer to other companies) by almost a tenth of the 10 thousand employees of the Italian branch. A strategy of outsourcing who does not like unions, which are immediately in a state of agitation. After many rumors about the AD group, Piero Guindani, has officially informed the union representatives it wishes to sell a line of business - and their employees - to Comdata partner (who works with the phone company since 1996 and has 4 thousand employees and approximately 200 million annual turnover). Guindani writes in a letter sent to employees Monday morning Vodafone, the operation in the study (which was the procedure for trade union consultation), "involving 914 specialist colleagues to support the administrative processes of the customer and risk management credit, the Milan, Ivrea, Padua, Rome and Naples. "

AD Guindani tones are reassuring the : Comdata, the manager writes, "is an Italian company for success ', where' the approach to people is based on the same values \u200b\u200bof Vodafone, with particular emphasis on training and professional development. " Still, the 914 employees of Vodafone do not seem happy about the news: the unions after a long spontaneous assembly of workers on Monday morning, have expressed their dissent. Next Saturday in Rome, the employees of the offices involved in the sale of the company felt in the Via del Corso, in front of the Vodafone One store. Meanwhile, workers will begin "an action of slowdown in activity - explain the unions - until further notice, creating obvious problems for the company."

Guindani, in recent days, after submitting a business plan that focuses on the development of traditional activities the mobile business and mobile broadband and fixed-mobile integrated services for households and firms (confirming, inter alia, the interest in Tele2), has repeatedly defended the project: "We received an offer for 'acquisition of a part of activities relating to customer care, "now performed by the call center, he said, but" it is certain is that we will keep all activities in direct contact with clients: assistance and trade promotion, strategic activities in the future. " "In any case - said Guindani about Comdata - any such agreement must be consistent with stable conditions of work."

Source: Corriere della Sera - 09/17/2007

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For a safer

the outsourcing market grows, problems will inevitably grow security side. The relationship with the outsourcer, the audit, the SLA. What can be done to alleviate the risks and threats?

Today reduce the risk of security is more important than ever. A particular aspect, usually little attention, the subject of security is that concerning the outsourcing contracts. In the following interview, the analyst specializing Diana Kelley, Burton Group provides a range of suggestions to determine the levels of risk, monitor the activities of your suppliers and negotiate the best Service Level Agreement (SLA) contracts of outsourcing.

How would you describe the scenery that surrounds the world of outsourcing with regard to security?
E 'a scenario that is increasingly clear and that is gaining increasing attention. Companies have learned that outsourcing is essential to link the issue of security. And recently there has also realized that along with the applications or systems can not outsource the risk to drop image: if something goes wrong in the application outsourcing this will affect your image, rather more than on the outsourcer.

Is there any advice you can give to ensure the highest levels of security outsourcing?
The first thing to do is to first understand what is working in outsourcing. This might seem simple. Let's take the example of the call center. I'm not just giving in outsourcing my call center, but with this I'm going through my security all'outsourcer management. We must understand, in short, what are the implications of a choice of outsourcing, with regard to risk management. So, if I'm giving in outsourcing of data is important to ask such a question: In these data there is information personal, for example, on health of certain people? Is there any other kind of personal information that must be protected? Remember that words are not just giving in a data center outsourcing, but rather data and procedures to monitor that data.
All this to say a simple thing: that you give to others by outsourcing a lot of things: your image and your reputation, data protection and the risks associated with this, the business processes that are involved from that data ... For this you must make sure you can handle what you are entrusting all'outsourcer and know exactly what you need to do to protect it.

All things they buy of even more important when an organization relies on an outsourcer in another country. This implies the need to know the details of risk in that country ..
Absolutely, because there are different legal systems by country. There are different requirements in the U.S., where standards apply as HIPAA and Sarbanes Oxley (SOX), privacy laws and specific rules (SEC 17a-4) for brokers and traders. In Canada there Piped out of respect for privacy in Japan are introducing a sort of Sarbanes Oxley (JSOX), there are other EU directives. These different rules define, for each country, what you can and can not be done with the data, their processing and storing them. This requires attention to the formalities required by the jurisdiction of your country of residence of the outsourcer, and extreme attention to the possibility that if you have any legal recourse for breach of contract. This caution, you will not remain with our hands in case of loss of your data, and then try to recover your data, or at least to be compensated for their losses.

How important is it to know the personal background and professional employees who work at our outsourcer contact with our company's systems and data?
This is a topic of great importance. You must know, for example, if your provider has the possibility to control the presence of ex-offenders among its employees, and if these are assigned to your company's sensitive data, have an idea if these people were perhaps involved in previous events in which there was data theft, sale of credit card information or similar cases. Well, what does the outsourcer with these controls, and how secure? And what are the measures put in place a daily basis to ensure that people with a history like that do not leave office even a day with a good chunk of your business is stored on a USB stick? And yet, as they are kept separate from your data the people who are not authorized to access it? What kind of access control, authentication and authorization systems which are used to ensure that people who can see certain data or work on specific jobs are the only ones to actually do these things? It would be the case also learn to understand what the outsourcer is doing to secure the necessary controls within the data center. It is often economically advantageous to have multiple instances on the same server in a sort of virtualized environment. But what if on the same server, along with information about your customers you can find information of your competitors? You should therefore ensure that your provider has taken steps to separate these data, not just to be sure that only authorized employees can see them, but also because anyone can have access to the data center, for example, your competitor, in ways remote client, is kept away from your data.

And speaking of ALS, which are the most important things you do?
The important thing in this context, is to act immediately, because it is very difficult to renegotiate the contract terms after a certain event happened, if the provider does not want to treat yourself to this possibility. Sometimes the engineers prefer not to involve lawyers and experts in contracts for fear that things may going too slow. But it is important that everything is clear and that before embarking on a long term contract with an outsourcer be assured of making it clear to the bottom of the terms acceptable to you and those that are not. One thing to devote particular care has to do with the presence in the outsourcing contract signed with a clause that allows the use of auditing procedures that will be specified from the outset: for example, if you prefer to use your auditor trust or have a particular preference for a specific mode of auditing standards and so on. Another important thing to point out now is about how to agree than any problem occurs. It does not matter whether it's call center or development, sooner or later something happens. So to better define the procedure and the way forward in these cases: what are the people to be involved and at what levels of responsibility, what is the right time to intervene and so on.
A 'else to define the quantification of damages should be paid in case of system failure and data loss.

There is something that usually happens to someone they do not know or may not think you can or need to ask?
The first thing to remember is what we said at the beginning and that is really worth repeating: most companies have not thought enough to what is the real risk associated with information that is outsourced. Your supplier may really be a 'best in class' processes so that you are interested in entrusting the security levels at which these processes are managed, this does not mean you have to make sure that the outsourcer to ensure the level of risk management which you feel need. Do not forget to assign someone in your organization the task of a liaison with the provider, as trustee, with the task even just to talk regularly with the outsourcer to make sure that things are going exactly the right way.

Source: ComputerWorldOnline - 09/05/2007

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BOOK: Night at the call center
Author: Chetan Bhagat
Ed Rizzoli - 2007



One night, a night like this. Cemented in a neighborhood to the suburbs of Delhi, six employees of a call center answering calls to American customers. The affairs of the company are bad, layoffs and the specter is haunting the corridors of Connexions. Shyam sees a promotion to team-leader fade like a mirage because of an ambiguous and incapable leader. Priyanka, his ex-girlfriend, announces that it is to get married, and he learns to love again. Even the photocopier has tried to strangle him. Esha wants modeling, but clashes with false people that steal the dignity and illusions. Radhika learns that her husband cheats on her while she was working hard all night long and filled with pills. Vroom wanted to change the world and instead spends his time on the phone to be insulting to 1500 rupees per month. The veteran, with his stubbornness, he risks losing forever the people you care about most. But it will not end well. Suddenly, on a night like this, you can find yourself hovering between life and death and to understand that friendship, cheerfulness and courage are what really counts, in a normal night like this you can decide to react. Why, on a night that is going to end like this, nothing is impossible. In the novel revelation Chetan Bhagat feels the bittersweet taste of a country started to sail towards the development of: fears and hopes come together on a trail of contradictions.

Source: www.libreriauniversitaria.it - \u200b\u200b08/18/2007

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The mega call center is the Omega

CAGLIARI. The dispute of the mega call center 'Gemini' is resolved. More than five hundred workers and employees pass away, including back wages, the Omega Group. The agreement was signed Monday and the handover should take place in those days. The Omega Group has committed herself to submit a business plan to relaunch the call center after Zuritel from Telecom, the main customers, the confirmation of the contracts. Even the secretary of the CISL-Fistel was said complied with the agreement.

Source: La Nuova Sardegna - 08/01/2007

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Stop unwanted phone calls

The Guarantor requires managers and call center to terminate the unlawful conduct

By September 10 must be taken to respect users. It could block data for advertising

Stop unwanted phone calls that come at any time in the homes of Italian citizens to promote products and services.
With five measures, about some of the major telephone companies and companies that operate as call center managers on their behalf and other major companies, the Guarantor (Francesco Pizzetti, Giuseppe Chiaravalloti, Mauro Paissan, Giuseppe Fortunato) has prescribed a series of measures to ensure an obligation of confidentiality and other rights of users.
telephone companies and call centers should discontinue the unlawful processing of data by informing the Authority already by July 5 on the compliance of the required measures, organizational, technical and procedural, that will still be adopted no later than the September 10, 2007. The Guarantor has
reserved the right to take more drastic in the case of non-compliance, which blocks or bans.
In particular, managers and call center will:

• stop the misuse of telephone numbers is collected and used for commercial purposes without the required consent of the parties;
• regularize databases informing people and getting them to the specific consent to the data for advertising purposes;
• inform users with the utmost transparency even at the time of contact on the source of the data and their use;
• record the user will no longer be disturbed;
• stop illicit use data to trigger unwanted services (secretarial, fast internet connection);
• checks on those responsible for the different treatments carried out at call center.

The measures were taken to the outcome of an intensive inspection activity carried out in recent months throughout Italy in respect of the major telephone companies and call center, launched on the basis of numerous reports came from the citizens. The inspections of the offices of the Guarantor, in collaboration with the Special Unit of the Guardia Civil and privacy of finance, pointed out unlawful processing of personal data and patterns of behavior towards users, despite the calls of the Guarantor and the specific measure adopted last year by the general right to address the problem of unsolicited calls made for promotional purposes or to sell products and services directly, the so-called "telesales" .
should be noted, finally, that for violations relating to failure or insufficient information to users, in 2007 the Ombudsman has so far launched to providers of electronic communications services and call center 44 administrative enforcement, 22 of which are already defined with the payment of amounts to a total of over 130 000 €.

Source: Press release Guarantor for the protection of personal data

15/06/2007

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alarm on contributions to co.co.pro.


Source: Italy Today - 13/06/2007

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Costamagna and Damian, and dialogue on labor policies

the Minister for Labour in La Spezia

"An example of a response to the precariousness of young workers, and not just , is the stabilization of call center workers, which led to employ more than twenty thousand people in Italy and also in La Spezia, a good reality '`. It 'as stated by the Centre Allende Minister of Labour, Cesare Damiano, author of the circular that is allowing the regularization of thousands of telephone operators.

Concorde is Umberto Costamagna, La Spezia, president of Ace Contact, the national union in the sector of telecommunications call center. "For the record we're going to gradually accommodate 20,462 workers - says - just as requested by our union. The move has led to the regularization Damiano everyone, especially those farmers who had not so far bothered to give the minimum guarantees for the protection of the worker and now have to comply with the law. " "We ourselves - he added - and I say this as a business owner, will be watching for this to happen and not remain an illicit underworld. Personally, I had already guaranteed my personal contributions in the event of illness, keeping their jobs in case of maternity, the right to union representation, and more. " Costamagna holds eight call centers in Italy.

Armando Napoletano

SOURCE: www.cittadellaspezia.com - 05/20/2007

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flexibility and new forms of work

"Forward Contracts and administration: friends or enemies of flexibility" is the theme a workshop held in Cagliari on 15 May at the conference hall of the Chamber of Commerce (Largo Carlo Felice, 72, from 15). Organize the AIDP (Italian Association for Personnel Management), Randstad Italy SpA (job agency working in the field of human resources) and the Service Centre for Enterprise. Along with the program in pdf format, the instructions for registration.

SOURCE: Center for Business Promotional Services (http://www.csimprese-ca.net/)

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Reitek and EUROCALL: birth of the District of virtual call center

Thanks to the fully distributed VoIP platform CONtACt Highway Reitek. and to its scalability, the district was created virtual Call Center, an innovative business model that makes sense for EUROCALL business volume and margin products increased fourfold increased tenfold.

EUROCALL click Contact, innovative Customer Interaction Management platform developed by Reitek, reflecting the need for a technologically advanced contact center that is distributed, flexible, efficient and able to operate in Hosted / Central, while ensuring a high quality of services offered.

infrastructure, along with connectivity, voice and at stations, in hosting is provided by BT (when Settimo Milanese) that EUROCALL pay a monthly service fee. The Contact Center system is integrated with an operator interface with features specific to Direct Marketing and a proprietary system of 'Campaign Manager'. The structure of the databases used are based on Microsoft SQL.

EUROCALL Network now has seven operating centers in the area: the headquarters in Catania / table that manages 120 stations, were added to the centers of Milan / Cassina de 'Pecchi (50 EO), Rome (40 EO) , Gallipoli and Brindisi (50 each PO), Lecce (80) and Trieste (30). Other centers are opening in 2007: by the 4th quarter of 2007 it is expected there will be about 550 seats operator with over 800 employees. E 'was thanks to this network - all interconnected, with strict procedures centralized quality control and a number of stations more than 420 units - which EUROCALL could offer guarantees of continuity even in the presence of significant peaks in traffic.

Contact Center at this time amounted to 16 primary flows for a total of 480 active lines, while the multi-channel operation is provided through integration with a fax server and a link to the Internet over fiber optics. E 'is currently underway that will upgrade the capacity of short-EUROCALL to 660 telephone lines and over 540 active stations competing.

Through the use of Contact is implemented a winning business model that allowed customers to quadruple the volume of business - it is estimated that in 2007 will exceed EUR 10 million - and almost tenfold margin products quickly.

EUROCALL The business model is extremely innovative because, using a network of business associates throughout Italy, it goes against the theory of large contact center market and provides services shared across the network. Thanks BT infrastructure, technology Reitek that provides the scalability and total exploitation distributed VoIP architecture, and a dedicated sales network both internally and externally (Project Sale) that the attorney committed to the network, members EUROCALL working on large customers regardless of their local situation. This production process leads to create a sort of virtual call center district where entrepreneurs operating in association EUROCALL become key parts of the service and are able to offer both stand-alone service on a separate business logic in both interconnected with other call center associate or several workstations, up to a mega campaigns on a national basis where all members work on the same order.

The ability to operate in a hosted / centralized hosting of Contact with the service from BT is a combination that has meaning for EUROCALL many advantages:

- cost control resulting in significant price competitiveness

- increased productivity

- resource optimization

- Improvement of the SLA offered through a large guarantee of business continuity

"Thank you and Reitek, then we could - said Marco Biondi, CEO of EUROCALL - to make reality the thinking behind the work of our staff: one for which each phone call, fax or e-mail is never an occasional contact but a personalized relationship with high value-added marketing opportunity. "

SOURCE: Datamanager online

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BOOK: call center. The slaves of the new electronic economy
Author: Claudio Cugusi
Ed Frilli - 2005

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BOOK: break but I do not m'impiego
Travel guide to flexible workers
Author: Andrea Bajan
Einaudi Ed - 2006

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Call center, call the UILCOM

By Monday be stabilized contracts: a few in order
"Only a proportion of workers in call center has been stabilized with the employment contract, as indicated in the circular of the Minister of Labour and the common view among CGIL, cils, Uil and Confindustria. The highlights of UILCOM Toni Ortega. "On 30 April," he recalls, "is the last day to enter into a union of stabilization. Too many call centers have not legalized their position under the law and ministerial guidelines. Provided that, if not corrected in the next few hours will lead to a distortion of the market, with serious consequences for workers and businesses. " For UILCOM, the ministry will "follow up audits and inspections throughout the region, protecting the rights of workers.

SOURCE: L'Unione Sarda 28/04/2007

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Call center, nine hundred irregular

to the Labour Inspectorate in the province of Cagliari are too many employees engaged as collaborators

By April 30th will be stabilized contracts
There are 900 employees of call centers in the single province of Cagliari: a military that should be rectified with the new measures in the 2007 Budget. In view of the deadline of 30 April, the Labour Inspectorate has presented the data of "visits" during a meeting organized by Confindustria in Cagliari in southern Sardinia. NumeriNel private sector, call centers are one of the workplaces where the percentage is greater reliance on project cooperation agreements (co.co.pro.). For this reason, the Labour Inspectorate of Cagliari has visited about 70 companies in the province to ensure that use is made of these contracts. The inspections were about 900 workers to be finalized, or employees engaged as collaborators, but in fact have requirements related to an employment relationship. Of these, about 200 out bound activities take place, or one where the worker to contact prospective clients. Activities that unlike the bound in (receiving Incoming calls to the call center) can be compatible with the relationship, if you use the course requirements, such as autonomy of the employee and also define the project timeline. FINANZIARIAL'incontro promoted by Confindustria wanted to explain the opportunities given to companies in the 2007 Budget. To transform the cooperation agreements, in fact, employers may enter into agreements with local business or the unions by next April 30. Following the agreement, the workers sign a conciliation agreement to regularize the individual contributions above. To be effective, however, the employer must pay a separate contribution to the management tight integration, equal to half the contribution payable for the duration of the employment contracts. In particular, it is necessary to pay just one third of total pay in installments and the residual. UNIONS 'is given to trade unions play an important role,' says Toni Ortega, secretary of the UIL regional communication, "and is a recognition of the commitment that has long seen together the major organizations and has led to the legalization of many workers." In Sardinia, employees of call centers should be about 12,000, of which about 7,000 are in the province of Cagliari. "We have requested a meeting to all farms in the province, but they really responded in a few, 'says Nicola Marongiu, responsible for labor policies of the CGIL-Cagliari. A positive result achieved by the CGIL is the imminent signing of an agreement with two call centers, involving hundreds of workers. "This capability is important, but after the private sector should be put in the hands of the public which is rampant use of term employment contract - Coordinated and continuous, "concludes Mimmo Contu, head of the CISL labor-Cagliari. Annalisa Bernardini

In the single province of Cagliari, the Labour Inspectorate has estimated 900 employees in call centers, to be finalized by April 30.

SOURCE: L'Unione Sarda 04/26/2007

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Now call centers flourish in the province

The first month of work Gross salary can be up to 500 euro, but then begins to pay a commission basis, ie an amount of money (on average € 10) for each contract signed. This is the reality of the call center that, having invaded the area of \u200b\u200bCagliari, also moves in the Middle Campidano. Now sprout like mushrooms, but they have some bright signs outside: they prefer to remain anonymous. Open and close almost without anyone noticing because just a few of the enterprising entrepreneur, sometimes come from outside, a few desks and a bank of phones with multimedia station. In recent times, the call center also arrived in San Gavino, and Sanluri Villacidro. There are now hundreds of workers employed in these modern assembly lines with telematics cap, microphone, workstation pc: mostly young people aged 20 to 30 years, their first work experience and no trade union culture, the older, over 40, are employed in the same way, all with term contracts or project. Many start working in this area, despite years of study to obtain a diploma or degree. The main characteristics that businesses look to the telcos have total flexibility and total absence of dissent. The turn-over, ie the parts between who is and who goes, is very high. John also reminds one of the many young people who worked a few months in a call center in the Middle Campidano: "The first month ? says? I was expecting at least 500 € (but not the money I've ever seen), then the following months they gave me 10 euro contract. The first month, I've made 12: 120 € in total. Not to mention that you always hope that the client contacts make you talk and active service. Because if you slam the phone down or insult you or do you politely say "no thanks", you are not nothing in his pocket. Eventually I left, I earn more, doing other manual labor. " Daniel Turnu, councilor to the work of the City of San Gavino complaint: "The work is scarce and in our area are very popular precarious and illegal employment. I heard the opening of a call center in San Gavino, but there was no press: Call to all employers that seek to regulate telephone operators without that savings, which now goes to the detriment of the worker, even though the law allows this exploitation. " In short, is a modern slavery permitted, where everything he does is recorded by the operator when accessing the computer, and the complaints of workers, the answer is always the same: "If there is fine you can go, we have the line of people applying to work here. " Gigi Pittau

SOURCE: L'Unione Sarda 23/04/2007