In recent years, the contact and call center industry has become an increasingly important and valuable part of the Swiss economy. On behalf of companies, companies in this sector provide customer support for questions and technical problems relating to products and services, process sales and payments or carry out market research. They are therefore often the first point of contact for the customers of the companies that commission them.Changing market conditions - CLA as a guarantee for minimum standardsThe demands placed on companies and employees in the contact and call center industry have increased significantly. High quality standards, professionalism and constant further development in the interests of customers are becoming increasingly important.CallNet.ch drafted the first CLA ten years ago, although for a long time members were free to conclude a contract individually with syndicom - the media and communications trade union. In the meantime, however, market conditions have changed considerably. The three associations - syndicom, contactswiss and CallNet.ch - have used the momentum to jointly create a basis for promoting and strengthening the Swiss workplace.Advantages for employees and employersThe agreement defines a binding framework for wages, working hours and vacations and, in particular, recognizes the work of call centre agents. Uniform minimum standards for working conditions not only protect employees from wage and social dumping. The minimum standards make an equally important contribution to quality assurance for companies and employers by promoting fair competition on a level playing field that is based on services rather than personnel costs.First CLA signed for the entire call center industryThe accession of CallNet.ch as an additional social partner - alongside the syndicom trade union and the contactswiss employers' association - is an important step towards the nationwide regulation of minimum working conditions in the contact and call center industry.all parties are satisfied with the negotiated CLA - whether as a means of better addressing resistant market participants via the declaration of general applicability or as an important milestone in securing working conditions throughout the Swiss contact center industry.Next step: Declaration of general applicability by the Federal CouncilWith the affiliation, the necessary industry coverage for a declaration of general applicability has been achieved. The social partners syndicom, contactswiss and CallNet.ch are now jointly preparing the application to have the CLA declared generally binding by the Federal Council. The declaration of affiliation was signed in fall 2016. The collective employment agreement will also apply to the CallNet.ch member companies concerned from 1 July 2017.
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In recent years, the contact and call center industry has become an increasingly important and valuable part of the Swiss economy. On behalf of companies, companies in this sector provide customer support for questions and technical problems relating to products and services, process sales and payments or carry out market research. They are therefore often the first point of contact for the customers of the companies that commission them.Changing market conditions - CLA as a guarantee for minimum standardsThe demands placed on companies and employees in the contact and call center industry have increased significantly. High quality standards, professionalism and constant further development in the interests of customers are becoming increasingly important.CallNet.ch drafted the first CLA ten years ago, although for a long time members were free to conclude a contract individually with syndicom - the media and communications trade union. In the meantime, however, market conditions have changed considerably. The three associations - syndicom, contactswiss and CallNet.ch - have used the momentum to jointly create a basis for promoting and strengthening the Swiss workplace.Advantages for employees and employersThe agreement defines a binding framework for wages, working hours and vacations and, in particular, recognizes the work of call centre agents. Uniform minimum standards for working conditions not only protect employees from wage and social dumping. The minimum standards make an equally important contribution to quality assurance for companies and employers by promoting fair competition on a level playing field that is based on services rather than personnel costs.First CLA signed for the entire call center industryThe accession of CallNet.ch as an additional social partner - alongside the syndicom trade union and the contactswiss employers' association - is an important step towards the nationwide regulation of minimum working conditions in the contact and call center industry.all parties are satisfied with the negotiated CLA - whether as a means of better addressing resistant market participants via the declaration of general applicability or as an important milestone in securing working conditions throughout the Swiss contact center industry.Next step: Declaration of general applicability by the Federal CouncilWith the affiliation, the necessary industry coverage for a declaration of general applicability has been achieved. The social partners syndicom, contactswiss and CallNet.ch are now jointly preparing the application to have the CLA declared generally binding by the Federal Council. The declaration of affiliation was signed in fall 2016. The collective employment agreement will also apply to the CallNet.ch member companies concerned from 1 July 2017.
