1. Introduction
1.1 Key Priorities
1.2 Objectives
1.3 Application
The call centre industry is a growth industry in Queensland (as in Australia as a whole), with continued growth rates estimated between 20-25%. A majority of the employees in the call centre industry are women. Most employees are casuals.
The industry has the potential to provide employment opportunities and economic benefits to Queensland, particularly for regional communities.
Although the Australian call centre industry has been characterised as being subject to little regulation of minimum standards and conditions of employment, all call centres operating in Queensland are subject to a wide range of conditions of employment under industrial legislation and awards.
The Queensland Industrial Relations Act 1999 (PDF, 1.9 MB) and associated legislation establishes a regulatory framework providing significant minimum standards of employment for full-time and part-time employees, as well as a range of conditions for longer term casual employees. Employees in the call centre industry are also subject to state common rule awards which provide for a range of employment conditions. Employees may also receive enhanced conditions under certified agreements.
Employees employed in Queensland public sector in-house call centres are also subject to public sector conditions of employment which as a general rule are of a higher standard than the private sector. These conditions are set out in industrial and public sector legislation, public sector awards and certified agreements.
There is anecdotal evidence that the industry however, is subject to low levels of compliance with both industrial and workplace health and safety standards.
Compliance issues in the call centre industry in Queensland was highlighted in a recent inquiry conducted by the Queensland Industrial Relations Commission into pay inequity between men and women workers. The Inquiry released a report of recommendations in March 2001. The Inquiry highlighted the existence of a lack of education about minimum employment standards (both industrial and workplace health and safety) within this industry. The report also emphasises the precarious nature of employment, particularly of casual employees employed in call centres.
1.1 Key Priorities
The Queensland Government believes that a key competitive advantage of Australian call centres should be the skill of their staff and professionalism of their operations (not low pay and poor conditions). Key priority areas for the promotion of best practices within Queensland government call centres include:
- Increased training and development;
- Commitment to support staff to provide quality customer service;
- A reduction in the current rate of staff turnover;
- Increased knowledge of appropriate minimum wages and conditions regulation in the industry; and
- Increased participation of staff in key decisions regarding improvements to the provision of customer service and workplace environment and workplace health and safety issues.
The advantages to employees of emphasising these priorities will be:
- Increased job satisfaction;
- Adequate training and career development; and
- Work in an industry with a meaningful career path.
The advantages to government agencies and signatories providing call centre services include:
- Reputation as providers of reliable and quality service;
- Access to a pool of well-trained and professional employees;
- Retention of experienced employees due to reduced staff turnover; and
- A long-term sustainable business.
1.2 Objectives
The Objectives of the Code are to:
- encourage best practice and improve the performance of all parties in the industry in Queensland;
- promote a cooperative approach by all parties in their dealings with one another to achieve the Key Priorities;
- outline expectations of performance for industrial relations;
- outline expectations for workplace health and safety and environmental management;
- encourage high standards within the call centre industry by seeking from those involved in the industry a commitment to comply with all laws, regulations, codes of practice and contracts relating to the industry;
- encourage innovation and the use of technology that enhance customer service and the working environment;
- encourage professional development and industry training;
- encourage stable, long-term employment with a fulfilling career structure; and
- promote a consultative environment in call centre workplaces.
1.3 Application
The Queensland Government Code of Practice for Call Centres applies to all government agencies including government owned corporations.
Non-government industry participants are encouraged to become signatories to the Code:
- Parties contracting with the Queensland Government to perform call centre work will be required to adhere to relevant provisions of the code for all such work carried out in Queensland.
- Industry participants are encouraged to comply with the principles and relevant provisions of the code as a benchmark for minimum acceptable standards in the industry.
The application of the provisions of the Code is, at all times, subject to the provisions of any legislation and relevant contractual arrangements.
Last updated July 21, 2009
Other languages