Albanian Business Services Association and Albanian Outsourcing Association, together with employees of this sector, representatives of institutions and civil society, highlighted, among other things, the lack of suitable working conditions at a round table held on Tuesday.
One of the primary problems presented in the study is the lack of employee organization for the realization of trade union movements in order to protect their rights.
The “Together for Life” Association, in partnership with The Olof Palme International Center and Sida’s financial support and the Swedish Government, organized a discussion table titled “Employee Rights in the Call Center / BPO sector.
The purpose of the project can essentially be defined as an objective effort of civil society to identify the external and internal environment of call center companies operating in our country.
The Roundtable was aimed at presenting the findings of the monitoring of labor rights in the Call Center sector, discussion among stakeholders in the field of labor relations and engagement of responsible authorities to improve the situation of employees in this sector.
According to the findings discussed in this roundtable it was noted that: Although this sector contributes to economic development and employment, where 90% of respondents claim that their families generate income from this employment, there is a need to improve elements of the relationship work, working hours, payment of additional hours, breaks between the hours needed to avoid fatigue and the working environment. Some of the findings regarding these aspects are: 46.7% of them work part time or less than normal daytime working hours; 22.3% of employees working in the hours from 19:00 to 22:00 are not paid for salary supplements; and 99% of employees have an indefinite term contract with the employer.
There is a lack of a collective body in the form of a trade union which is also accompanied by an inactivity of employees to be involved in such organizations, while female employees account for 63% of employees.
Regarding safety and health at work 31.8% of respondents have confirmed that they have health problems caused by the work process.
Employees in this sector are mostly women at 63% of respondents. They are educated people where 57.8% of call center employees have completed high school at a minimum and 42.6% of employees have completed university, master and doctorate. Their level of education also affects the level of information on addressing complaints, where about 20% of the total complaints at the State Labor Inspectorate have been filed by this sector.
This activity takes place within the project: “Improving working life by monitoring job rights at 10 Call Center in Tirana, Durrës, Shkodra and Vlora”. The project aims to improve the quality of life of employees of 10 companies of Tirana, Durrës, Shkodra and Vlora by monitoring the implementation of labor rights and capacity building of employees and employers for labor rights and relations work.
The @Together for Life Association presented the findings of the report realized with 1000 employees of the Call Center sector in 4 Albanian cities. The State Labor Inspectorate, Call Center Associations, field entrepreneurs, employees, civil society representatives working in the field of labor rights, as well as the media.