“There are many instances where they don’t allow you to go to the bathroom.“
These aren’t words you’d come to expect from an industry-leading contact center outsourcer with clients such as Google, Amazon, and Netflix.
However, as staff in Greece went on strike over working conditions and pay, Nikos Spyrelis, a Call Center Employee at Teleperformance and President of Setep, the trade union, shared all about the conditions in its contact centers.
“If you are sick or absent for any reason whatsoever, this is counted as being counterproductive and a reason to renew or not to renew an employee’s contract,” Spyrelis told The Guardian.
The Teleperformance employee also condemned the BPO giant for over-surveillance and its habit of sending service reps messages to take more and more calls so the business can secure client bonuses. Spyrelis continued:
You might be working for years on end, and – if you’re not productive for two months or three months – you’re treated like you just started.
Teleperformance employs 12,000 contact center workers in Greece, with operations in Athens, Chania, and Thessaloniki that serve 43 markets around the world.
10 Strikes and Counting: Teleperformance and Unions in a Bitter Stalemate
Spyrelis’s comments on the conditions across Teleperformance’s Greek operations have helped draw more attention to Setep’s strikes.
The most recent strike takes the overall amount to ten.
With disputes going back and forth between Teleperformance and staff, calls for a collective labor agreement have been met with targeted layoffs of union leaders, according to the strikers.
Speaking to Le Monde, Ghassen Ben Jannet, a former Teleperformance Employee & VP of Setep, suggested he was unfairly dismissed by the BPO for his role at the union. He said:
My superior justified this decision because of my behavior. But I have been working for Teleperformance since 2018; I have never had a series of absences, and my clients and superiors have always given me positive feedback.
The union has been advocating for permanent employment contracts, increased wages, job security for workers on visas, and a reduction in working hours.
Teleperformance Has Its Say
Following the initial publication of this article, a Teleperformance spokesperson shared the following statement with CX Today:
“As one of the World’s Top 10 Best Workplaces in 2024, Teleperformance is deeply committed to supporting the health and well-being of its employees. We remain dedicated to fostering an inclusive and supportive work environment, and we value transparency in all aspects of our operations.”
The spokesperson continued: “Teleperformance Greece emphasizes its commitment to employee well-being by offering salaries 25-30% higher than the National minimum wage, along with additional benefits for remote work, housing, and communication expenses. More than 70% of employees receive additional financial productivity quotas.
“TP Greece employees work seven hours and 15 minutes per day, as we offer 45 minutes of paid breaks during working hours. This is along with additional time for restroom use, exceeding legal requirements stipulated by Greek labor law, where breaks are typically outside working hours. Furthermore, toilets are provided near the production floor, and all employees have access. Please note that 75% of TP Greece’s employees are working from home.
“We fully comply with local labor laws, which permit companies to hire employees on fixed-term contracts. These fixed-term commitments are necessary in our industry as some projects have a limited duration. This is communicated to employees prior to their hiring. Most of these fixed-term contracts are for a minimum of one year. Currently, more than 40% of all TP Greece employees have permanent contracts.
“In addition, in line with our human-centric character, the company also offers extra benefits to all our personnel, including:
- Free access to specialized medical personnel for medical consultations and support.
- Free annual breast ultrasound checks for all employees.
- Free communication with mental health specialists to support emotional well-being.
- A dedicated blood bank is available for both employees and their families.
- Special provisions and offers at one of the country’s largest diagnostic centers.
- Wellness programs and sports activities promote healthy lifestyles.
- Discount book and gift vouchers for purchasing school supplies for employees’ children.
- Exclusive platform for learning the Greek language for foreign employees and their families, fostering cultural integration and personal development for our relocated employees and their families.
“For our relocated employees, there is a holistic relocation program offered to support a smooth transition. This includes free assistance with real estate agencies, airline tickets, and visa support, where needed, and hotel accommodation for the first two weeks of employment.
“Moreover, we provide free accommodation for our employees in Chania, which include shared expenses such as water and communal utilities. The only cost borne directly by these employees is electricity, which is transparently calculated through individual apartment energy meters. Employees are absolutely allowed to have visitors in their TP-provided apartments. We do ask employees to register their guests in advance for safety and security purposes. Free accommodation is optional and if employees opt out of it, they are offered an additional accommodation bonus.
“Importantly, we are committed to providing our employees with significant career advancement opportunities and are proud to report that 94% of our employees are promoted internally. This is even true for members of management, many who started their careers with us as agents. We believe our strong record of internal promotion reflects our dedication to providing fulfilling and rewarding long-term careers.
“Teleperformance Greece holds ISO 45001 certification, highlighting its commitment to health, safety, and fostering a supportive work environment. This strategic approach and strong company culture has enabled Teleperformance Greece to attract talent from over 110 nationalities, delivering top-tier services driven by cutting-edge technologies.”
