Blood Sweat and Tears
The 21st Century Sweat Shops
By definition, a sweatshop is: Any workplace where the wages are inadequate, the hours too long, and the working conditions endanger safety or health - whether or not any laws are violated.
The call center and customer service environment of today is well defined as an “Electronic Sweat Shop.” Every breath, keystroke, word, screen shot and every minute spent in the restroom is monitored by the Company. This behavior is in effort to make sure they can get every second of the day to become more productive than it was yesterday. By establishing metrics, requirements, goals, talk time, customer handling, scripting, product count (the list goes on) they have taken over the employee’s right to be human. The Company has bypassed the option for it employees to have a life. The Company has no regard for the health and well being of its employees. In the Company’s vision, STRESS has become a food group and they are more than willing to make sure it is fed to the employees on a daily basis. Absolutely no concept of a life outside of the work place. The bottom line has become the only line.
The sad reality is that many go WITHOUT meds because their prescription coverage is sub-standard, which forces the worker to pick between paying bills to keep a roof over their heads or fill the scrpit and fall behind on other financial obligations. We used to have great script coverage, but now if I'm given more than one I have to decide which one I need the most....thus only dealing with one issue vs. the entire problem. I'd guess that there is at least 25-30% of workers in my office alone that are on some type of anti-depressant to get them to the end of the work day.
That analogy is spot on! Now we the workers, have to become the FDA. Throught contract language, taking a stand together and making our voices heard!
Wikipedia defines service as helpful activity….An act of helpful….an intangible equivalent of an economic good. The Company asks for us to give excellent customer service, we should be asking for the same in return.