Publications

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'Can Call Centres Be Better Places To Work?' ASU Survey Results Booklet 'Can Call Centres Be Better Places To Work?' ASU Survey Results Booklet Many people have contributed to this report. ASU officials from both the National Office and Branches participated to the designing and development of the questions in the survey. National office staff, especially Brigid Marasco, prepared and formatted the report for printing and all ASU call centre organisers are continuing to use the survey to inform workers in this industry of the findings.   The academic analysis of the survey was undertaken by Ruth Barton, a Research Fellow at the Key Centre of Industrial Relations at Monash University, Melbourne. The high quality analysis has led to informed debate in the community, at the workplace, and all levels of policy development within the ASU and beyond; this process will undoubtedly continue to occur.   Work and how we do it continues to change rapidly as we move into the twenty first century. But as with other forms of work in the past, employees continue to experience problems. The ASU undertook this survey and commissioned its analysis to assess the extent and range of issues affecting employees in both existing and new areas of work in call centres.   We wanted to base our national strategy to organise new areas of employment on credible research. The research took into account the growing international and domestic literature on this industry but, importantly, also emphasised the views and opinions of our members and call centre employees. This survey marries the two bodies of knowledge together.   We believe this survey is an important tool in developing strategies and policies to assist the ASU help employees to gain the dignity, respect and recognition they deserve. The survey achieves these research and policy objectives by not only highlighting the many problems within the industry but by also pointing to solutions.   The booklet is available for $5 (includes postage and GST) or alternatively you can download a pdf form from the link below: Alternatively you can download the 'Can Call Centres Be Better Places To Work?' booklet here