T h e C a l l C e n t r e s

Evaluation of our knowledges

of the Sector
2010

F é d é r at i o n C G T
des Sociétés d’Etudes
263, rue de Paris - Case 421
93514 Montreuil cedex
tel. : 01 48 18 84 34
fax. : 01 48 18 84 86
mail : fsetud@cgt.fr
site :
http://www.soc-etudes.cgt.fr/
Création :
Crédit photos  : Getty Images
Novembre 2010.
22
Introduction 3
A S E CTOR I N D E V E L O P M E NT 4
> A contrasted economic prosperity 4
> A dynamics of employment 6
> A diversified geographic distribution 7
S OC I A L A UD I T O F T H E S E CTOR 10
> A wage-earner for the worse of gratitude 10
> A social relationship which forms itself 15
• Label of social responsibility 15
• National framework agreement for the development
Of the employment and the skills
in the network centres of customer relationship 17
• Agreement of partnership 17
A C L A I M I N G G ROUND TO B E CU L T I V A T E D 18
> Earn its living with dignity… 18
> … And not lose it by trying to reach there 24
S T A T E O F UN I ON I Z A T I ON 28
> The question of the professional skill 30
> The labor-union presence in the sector 31
> The audience of our organization 31
> Other interlocutors of the sector 31
• Other present labor unions 31
• The employers’ representation 33
CONC L U S I ON 34
Con
tents
 Intro
Companions,
These two study days on call
centres organized by our Fede-
ration, allow us to draw up a
rapid assessment of the sector
of call centers providers who be-
longs to our field of unionization
(Code NAF : 8220Z).
With about 64.000 employees,
the outsourced call centers re-
present an important sector of
our Federation in which we have
to continue in to deploy us at
the same time to keep our repre-
sentativeness in this professional
sector, but also, to fight more
effectively against the social
competition which takes place
between the internal centres and
providers centres.
Indeed, headways or recessions
at the level of the collective
guarantees that the employees
know of our sectors have re-
percussions which concern the
group of employees of the call
centres, outsourced or insour-
ced, for these last ones about
200.000 employees used on sec-
tors such as insurance, the bank,
the energy, the telecommunica-
tion, the sale…flatware by the
others Federations.
d u ct i o n
In front of this reality, we have
improved the links with the
various concerned Federations
in the respect for delibera-
tions at the 49th Confederate
Congress, in order to elaborate
convergences of share to pull
upward all the sector. More
over, our study days were ope-
ned to all the CGT union mem-
bers with the aim of creating a
place of cross-functional debate
in all professional sectors.
It is in this context that we de-
cided to update the assessment
of the sector already realized
in 2008. It seems to us that we
cannot progress in this sector wi-
thout a better knowledge of this
from the economic point of view,
social and labor-union.
Far from being exhaustive,this
inventory of fixtures will owe to
help you in your daily fight for
the improvement of working
and living conditions of the em-
ployees of this secteur.
Brotherly
1 Xavier BUROT
Secrétaire Fédéral en charge
du Secteur des Centres d’Appels
3
A S e ct o r i n d e v e l o p m e n t

The centres of customer relationship, called collectively “call centers”, re-

present a sector more and more important in term of development so eco-
nomic, with a turnover exceeding 7 billions among which 1.92 billion
euro for the only sector of providers that in term of employment, with
250.000 jobs in France divided in 3500 centres among which 800
outsourced.

CA global Although these last years, the

d e s p r e s tata i r e s turnover increased more slowly
(en milliard d’euros)
S o u r c e s : D o n n é e s e s t i m é e s à pa r t i r that planned (4.2% in 2009
d e l ’ é t u d e SP2C - B e a r i n g P o i n t
for providers companies),
he keeps a very potential of

1,92 increase towards the place of

1,84
1,6 this one, in the economy of our
European neighbours, English in
particular which count near a
million of employees working in
2007 2008 2009 call centres.

A c o n t r a s t e d L o c at i o n o f
e c o n o m i c figure of affair
Sources : Données de l’étude
p r o s p e r i t y S P 2C - B e a r i n g P o i n t

The relative economic success of

the sector, hide a big between
the various actors of the sector 20,2% 20,3% 20,9%

that are insourced centres, pro- Offshore

viders outsourced centres (20%

79,8% 79,7% 79,1%
of companies) and the relo-
cated centres (20.9% of the France
activity comes true in “ off-
shore”). 2007 2008 2009

44
 A s e ct o r i n Development
Arvato Transcom
Service Worldwide distribution of
France Téléperformance Others France the turnover
10% 20% 31% 4%
of providers
S o u r c e s : R e l at i o n s client Magazine

Within the external centres, all

are not accommodated in the
same brand, with 69% of the
turnover “trustés” by 10 more
important providers companies,
of whom “Téléperformance”,
French leader and world in the
domain, which represents to

6% 5% 5% 5% 5% 5% 4% him only 1/5th of global tur-

Webhelp Laser B2S Acticall Armatis Sitel CCA
Contact France International nover.

t o ta l f i g u r e a f fa i r
r e a l i s e d b y s e ct o r
Sources : Données de l’étude Telephony Tourism Car
SP2 C - B e a r i n g P o i n t Internet Transport Industry Health Others
57% 3% 9% 1% 3%
On the business sectors which use
most call centres, we have to ad-
mit the ascendancy of the sector
of the Telephony / Internet
(57% of turnover) followed by
far by the sector of Banks and In-
surances. This distribution should
however change in the future
with the development of purcha- 4% 3% 9% 11%
Distribution Public Companies Bank and
ses via electronic supports. Utilities of services Insurance

5
A S e ct o r i n d e v e l o p m e n t

A d y n a m i c s Evolution of
o f e m p l o y m e n t S t a ff

Centres Internes Centres Externes

S o u r c e s : A F RC / S P 2C
With an increase of 4 % of the
40 000 50 000 64 000
global staff in 2009, the sector of
call centres is one of those, with
200 000 200 000 196 000
the home help, who create jobs
in spite of the crisis. However,
the increase of global volume is
2008 2009 2010
mainly due to the provider centres
among whom the staff evolved They were reorganized by out-
of 28%, then that of the insour- sourcing all or any of them custo-
ced centres has decreased in 2%. mer relationship towards French
This evolution brings to light the or foreign providers. Regarding
transfer of post who takes place “off-shore”, let’s notice that this
from insourced centres towards represents 50.000 positions,
outsourced centres. This is just among which 23.000 dedicated
like the big upsetting that certain in French customers, that is 78%
sector knew, in particular that of of the staff of all providers.
the sale at a distance (3 Suisses, This gives a good vision of the
La redoute,etc.) or leisure activities weight of the relocations in the
(Club Med, etc.) sector.

Arvato Transcom
Service Worldwide CCA
France Téléperformance Others France International
7% 15% 44% 3% 4%

Quite as for the figure of affair,

they are 10 first ones companies
which group together most em-
ployees large number.
Nevertheless, it is interesting to
notice that 69% of the figure of
affair is realized by 56% of the
global staff. This difference re-

3% 4% 5% 6% 7% 3% presents the margin kicked away

Webhelp B2S Laser Acticall Armatis Sitel
Contact France by these companies on the back
S o u r c e s : R e l at i o n s client Magazine of employees.

66
S e tt i n g - u p
of Call Centers
S o u r c e s : G u i d e C a l l C e n t e r 20 1 0
pa g e s j a u n e s - a n n u a i r e d e s s o c i é t é s

62
22
59
76
80
27
76 02 08
24 6 5
60
1 57
50 14 27 51 39
16 95 55
2 2 15 1
78 7 54 67
61 16 77 14
3 91 7 11
22 28 25
29 0 10
5 53 4 15 88
35 52 5
22 5 72 2
68
56 8 45 89 3
7 19 2 70 90
41 3 2
44 49 3 21
45 15 37 15 25
17 58
18 3
1 4
85 36 39
3 71
2
79 86 10 0
8 15 03
8
23 01
4 74
17 87 2 69 3
93 1 16 8 63 42 84
36 5 5 11 73
92 75 2
108 126 19 38
94 24 2 15 43 10
29 5
3 2
33 07 26 05
49 46 48 1 0 1
2
47 12 0
1 3 04
40 82 30 84 0 06
0 2 81 5 8 10
32 4 13
1 31 34 83
39
25 11 6
64
8 11
65 09 2
4 1
66 2b
3
1

2a
0 126 2

A diversified geographical distribution

Another peculiarity of this sector is its rather homogeneous geographical distribution on all the French territory,
with a strong presence in Ile-de-France with 39.5% of the French call centres. This ascendancy aims in decrease for
the benefit of the province, with for target to reduce their real estate costs and to profit of help regions. As already
made in 2009 by téléperformance which closed 2 sites in Paris for the benefit of the sites of Orléans and Villeneuve
d’ Asq, with as consequence ; the dismissal of several hundred employees.

7
A S e ct o r i n d e v e l o p m e n t

Geographical
D i s t r i b u t i o n o f SITES
Sources : Données de l’étude S P 2C - B e a r i n g P o i n t

Offshore 22,4% 25% 27%

Province 64,5% 64,7% 65,1%

IDF 13,1% 10,3% 7,9%

2007 2008 2009

n This distribution is not made at random. She answers, according to

the study of CESMO Consulting, in the following criteria :

> The labour pool

> The local involvement

> The real estate cost

> Training

> Quality of life

> Local, territorial and regional financial assistance

> Grants

> Telecom facilities

> Logistic situation

8
n There are different kind of
financial assistance :
> Help to installation
> Support to creation of jobs
> Help to the training
> Etc.
n In both last ones years, lot
of companies collected diffe-
rent financial assistances :
> Acticall to Toul, Saint-
Etienne et Clermont-Ferrand ;
> Euro-CRM to Alençon ;
> Laser Contact to Poitiers ;

n These subsidies can be > Phone Marketing to Dreux ;

granted by :
> Téléperformance to Niort ;
> Public money :
> Teletech to Dijon ; etc.
Local authorities
(town council ,
urban community, n This one can become a

department, reality by :

région), > The allocation of a unique

Government fixed sum or regarding hiring ;

(EDEC/ADEC), > The coverage of restoration

European of production premises ;

(European social bottom) ; > The total or partial reduction

> Private funds :
The legal obligation of reindus-
trialization of a site after its clo-
sure.
of rent, etc.
The assigned sums can represent
reaching sums several thousand
euros.

9
S o c i a l A u d i t o f t h e S e ct o r

A wage -earner for the worse of g r at i t u d e

The wage-earner of the sector consists to 90 % of employees, mainly call

centres agents and “ to a lesser extent ”, superintendent. There is there
average 10 call centres agents for 1 superintendent.

distribution of employees
in 2009
Sources : Données de l’étude S P 2C - B e a r i n g P o i n t

Employees

Technician
Supervisor

Frame

90% 7% 3%

The employees have at least the missions asked the call centres
level High School diploma, even providers.
upper. Unfortunatly, the put knowledge
This increase of the level of stu- in work, by these graduates are
dies is in correlation with the not rewarded in it height of the
increasing complexity of the level of diploma.

10
Social Audit of the Sector
n Niveau des diplômes demandés :

> Call centre agent : High School diploma to High School diploma + 2

> Supervisor : High School diploma + 2 to High School diploma + 4

> Responsible for area : High School diploma + 3 to High School diploma + 5

> Manager of customer of relationship : High School diploma + 4 and more

> Trainer : High School diploma + 2 to High School diploma + 4

> Responsible for training : High School diploma + 3 to High School diploma + 5

> Quality controller : High School diploma + 3 to High School diploma + 5

> In charge of planning : High School diploma + 2 to High School diploma + 5

> IT project manager CRM : High School diploma + 2 to High School diploma + 5

> IT technician and Telecoms : High School diploma + 2 to High School diploma + 3

level of DIPLOMA
Sources : Données de l’étude SP2C - B e a r i n g P o i n t

2007 16 % 31 % 44 % 10 %

2008 15 % 33 % 44 % 7%

2009 18 % 32 % 42 % 8%

Lower than High School diploma High School diploma High school diploma
High School diploma or equivalent + 1 to + 3 + 4 ...

11
 S o c i a l A u d i t o f t h e S e ct o r

griD
c l a s s i f i c at i o n j o b m a r k s
Sources : Avenant d u 20 j u i n 2002
r e l at i f a u x s a l a r i é s d e s c e n t r e s d ’ a pp e l s n o n i n t é g r é s

Statutes Levels Coeff. Production Training

Novice Call-
120 Centers Agent
<0-6ms>

Confirmed Call-
I
130 Centers Agent
<6-12ms>
Employees

Call-Centers Agent
140
>12 mois

Novice
II 160 Superintendent
<0-6ms>

Confirmed
170 Superintendent
III <6-12ms>

Superintendent Internal
190
> 12 mois Trainer

Junior project
IV 200
Manager
Supervisor

External
230
Trainer
V
Senior project
240
Manager

Junior
VI 260 Responsible
for Production

Responsible
300 for
Training
Executive

VII
Senior
330 Responsible
for Production

VIII 360

12
12
Commercial Administrative Technical

Novice Office
Worker
< 0-6ms>

Confirmed Office
Worker
< 6-12ms>

Office Worker Keyboard Operator

>12 mois Operator

Fitter/repairman
Secretary
in telephony
Accounting assistant
Reception of Calls

Customer Rela-
Accounting assistant
tions Manager

Consultant Programmer

Consultant
Confirmed
Customer
Programmer
Manager

Administrative
Manager

Sales
Manager

13
 S o c i a l A u d i t o f t h e S e ct o r

distribution MEN / W OMEN

Sources : Données de l’étude
SP2C - B e a r i n g P o i n t

As many tertiary jobs, this one

is strongle feminized with 2/3 of
68% 66% 64%
36% women in call centres.
34%
32% However, this rate is reversed in
the centres or the areas in tech-
nical orientation, in particular
computing.
2007 2008 2009

type of C ONTRA C T O F EMPLOYMENT

Sources : Données de l’étude
SP2C - B e a r i n g P o i n t
( complet - time / part - time ) ( permanent contract / precarious )

Interim 7% 11% 8%

CDD 15% 12% 11%

complet

In working time, let’s note

partiel

the reduction of number CDI 78% 78% 81%

of contracts in partial time 85% 15% 2007 2008 2009

which represents more than

15% of contracts signed.
However, the flexibility offe-
red formerly by the part-time
contracts has been replaced
by the annualization of time
work with whom companies
try to make tale care by the
employees the various peaks
of activity with, sometimes,
10 hours days of activity.
The last element, the em-
ployees average age of provi-
ders call centres is 30.
What involves that for many,
this employment has been
the first one.
The SP2C « boasts » to have reduced the precariousness in the sector by
limiting (it) in 19%. If it is true there was a reversal of trend by report in
the 90s when the rate of precarious employees exceeded the 80%, for
all that, the precariousness took another shape. According to the study
of social balance sheets of the companies of the sector, it seems that the
hiring is made on average in 80% under limited-term contract. Diver-
ting in it legal requirements and conventional in trial period. Indeed, the
appeal in this type of contract allows the employers to make a sorting
among the various candidates. Other shape of more insidious casualiza-
tion is the one bound in the staff turnover, the rate of which oscillates
between 40% and 70% of staff, according to companies. This one, mo-
reover has repercussions on the seniority of employees in the companies
which do not overtake on average on the 4 years. Moreover, the SP2C
re-knows a decline of the average age seniority which would be crossed
of 3.7 years in 2007 to 3.2 years in 2008. For information, it was of
4.16 years in 1996 for the employees under permanent contract.

14
14
A s o c i a l r e l at i o n s h i p
which forms itself
Since the beginning of 2000s,
the sector of call centres provi-
ders try to form themselves and
to define social standards to
fight against the bad embellish
with images of whom it is the
object.
First stage became a reality by
the membership in the collective
national agreement of the staff
of service providers in the ter-
tiary sector (n°3301), and in the
signature of an amendment, on
June 20 2002 dedicated to the
« call centres employees not inte-
grated ». We have to admit that
this agreement contains little of
social capacities. The not grip in
charge of sick leaves in of the 1st
day of detention is significant.
Since, under the crook of the
SP2C and the AFRC, certain
number of other « agreements »
has looked for in particular with
the Government to improve the
gratitude of the sector and reach
certain grants.
Label of Social
Responsability
It is in Decembre 2004 when
Jean-Louis Borloo, Minister of
Work of the Employmen and
the Social Cohesion decides to
revalue the image of the sector responsibility of customer rela-
of the call centres considered tionship (ALRS). This association
not rather attractive in spite of consists exclusively holders of
a potential of important employ- the label and the representatives
ment. To arrive there, he propo- of managing call centres compa-
ses the creation of a « Label of nies.
Social Responsability » (often
called « Social Label ») of which Here are the themes audited according
to the type of studied company :
the function is to distinguish
the actors « better saying » of n Principals :
> A. general policy
the sector, including at once the of the company ;
« principals », the customer rela- > B. Sales policy.
tionships centres integrated and • Referencing and selection
those outsourced. Each of these of providers
• Elaboration
being estimated in a different of the specifications
way, own sound possess « Social • Contractualization
Label ». This « code » of social • Evaluation of CRC providers
• Renewal of the contract
manner bases thus on a certain
number of criteria (see picture n Integrated call centres
or outsourced :
opposite) which are estimated
• Recruitment
by a « neutral » extern auditor • Welcome and integration
(in this particular case The Ernst • Follow-up of career
• Integration of the disabled persons
et Young cabinetor VIGEO1).
• Retraining and retention
To perpetuate this label, to pro- • Social barometer
mote it and to fix the rules of • Social dialog
obtaining and allocation the • Training (DIF)
• Training plan
AFRC (Association of companies
• Ratios training
of call centres) and the SP2C • Other points on the training
(labor union employers of the 1 • Surveillance, electronic
observation and private life -
branch) created the Association
CNIL
for the promotion and the deve- • Working conditions
lopment of the Label of Social • RSE
1 Entreprise dirigée par Nicole NOTAT,
ex-secrétaire générale de la CFDT.
15