On 21 February, Italy’s employers’ body Asstel (Confindustria’s Telecom branch), together with the trade unions SLC-Cgil, Fistel-Cisl and Uilcom, signed a significant framework agreement that sets new rules protecting call-center workers, tackles unfair competition, guarantees sustainable development for the sector’s companies, develops training opportunities, and safeguards service quality.
The framework agreement on ‘operational principles and rules for the CRM/BPO sector (customer relationship management/business process outsourcing) intends to set an operational model for call-centers that are being hard hit by outsourcing and low cost competition (c.f. articles No.10099 and No.10200). Asstel not only comprises all the major outsourcing CRM companies but also a significant proportion of their clients, namely telephone operators. ‘When applied these measures could...
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