Expressive Plum Color

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

Do Men At 22 Still Have Wet Dreams

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

Medication To Lower Bilirubin

'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

Pennsylvania License Template

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

How Much Does It Cost To Get Into Xgames

.. 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

Gang Affiliation And Grillz

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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