Are there any forummers on here who work in a call centre?

I'm writing an article about the use of modern technology in the surveillance of workers. I have all the information I need on the pros of such techniques from the employer's point of view, but I'd also like to balance it out with some feelings from workers - what technology is used (if any). I've heard of reports of timed or limited toilet breaks, the number of calls which must be processed in an hour, how quickly the phone is answered etc.

It doesn't necessarilly have to be in a call centre. If you have your work movements monitored in any way I'd be very interested.

Thanks all.

I worked in a call centre a few years ago - let me know if it can be any use to you.

me too - I worked on the wanadoo department at Dixons /Capita at Nunnery Sq - as did Avalon.

Our views may be just the sort of 'end user' responses you want or not depending on who you're writing the report for.

I experienced a number of different techniques / management approaches with mixed results but always with issues for people at the sharp end.

It's only a uni assignment. I have to criticise the theory that modern workers are all 'prisoners' because of the advert of modern technology.

I have plenty of material on the premise that workers are there to work and shouldn't be playing games on the internet, doing their banking or online shopping, and the benefits of cameras.

But, I don't have anything from the worker's point of view.

I work in a call centre, been there about 3 years now.

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When you are away from the computer, you have to click on a particular code on the screen depending on what you are doing.


This could be things like.......... break, personal, meeting, etc.

The personal code is used if you want to go to the toilet or anything like that.

I work a 5 hour day, and they say you should have no more than 6 minutes personal time a day, although I take about half an hour.

Originally posted by Internetowl
me too - I worked on the wanadoo department at Dixons /Capita at Nunnery Sq - as did Avalon.

Our views may be just the sort of 'end user' responses you want or not depending on who you're writing the report for.

I experienced a number of different techniques / management approaches with mixed results but always with issues for people at the sharp end.

I did a 6 month stint in the PCServiceCall department in the same place. I think my team was made up of 15 people and in those 6 months at least 4 of them were off with various stress related illness the entire time. Says a lot for the sort of place it was/is :)

Personally I didn't have any problems - all the managers were fine with me even when I took the **** with the break times but some of the people were like gibbering wrecks, wouldn't say boo to anyone they'd been treated like crap for so long.

Originally posted by alchresearch
It's only a uni assignment. I have to criticise the theory that modern workers are all 'prisoners' because of the advert of modern technology.

I have plenty of material on the premise that workers are there to work and shouldn't be playing games on the internet, doing their banking or online shopping, and the benefits of cameras.

But, I don't have anything from the worker's point of view.

Well the offers there - as a employee I was a model example of what happens when to try to oppress creative talent - I was a known trouble causer and observer of management slip ups :)

I actually worked on PC Servicecall as well for about 2 years.
That place was run a little like a rehab camp - and yeah, we were monitored like kids.

The call centre system however can also be abused - full sick pay and all that lot... I know of a lot of people that must have spent at least 25% of their employment off sick.

I have worked in, and managed in call centres for a while - even now I guess I work in a call centre, only its much more relaxed.

I will gladly write up my views and opinions on all positions starting at the bottom of the ladder - and how they are treated.

I currently work in an IT Helpdesk for LLoyds Bank so if you want any more info on our working conditions and the environment let me know please.

Originally posted by HondaNate
I actually worked on PC Servicecall as well for about 2 years.
That place was run a little like a rehab camp - and yeah, we were monitored like kids.

The call centre system however can also be abused - full sick pay and all that lot... I know of a lot of people that must have spent at least 25% of their employment off sick.

I have worked in, and managed in call centres for a while - even now I guess I work in a call centre, only its much more relaxed.

I will gladly write up my views and opinions on all positions starting at the bottom of the ladder - and how they are treated.

2 years? I left after 6 months when I realised they had no intention on actually helping anyone with a problem. Well I probably realised it on the first day after training but it paid the bills for a while.

Hi, I've just left a call centre that does the very thing mentioned in the original post. I was there for a year and we were treated a little worse than battery chickens alot of the time. I'd be more than happy to share some views.

Thanks, this is all good stuff. I used to work at Time computers and it had a similar kind of atmosphere - warnings if you didn't fix so many PCs in a certain amount of time and so on.

The wife worked for freemens for about 2 years and she was treated like s**t. If she had any time off the management rang her at home and when she went back she had to sit in front of a panel to discuss why she was off. Like in a recent post she was only allowed a certain time for "personal breaks"