Members from across Canada gathered for PSAC’s first-ever Call Centre Roundtable to discuss urgent issues impacting workers.

PSAC represents more than 6,000 federal public service workers in contact centres and client service centres across various departments and agencies in Canada. They assist people with a wide range of services, from Employment Insurance and visa applications to tax enquiries, accessing social support programs and more.

Their working conditions vary depending on where they work, but they share many of the same challenges and experiences. Roundtable attendees identified numerous urgent issues impacting their well-being, including accessibility, pay equity, mental health support, harassment, health and safety and accommodation issues. They spoke in-depth about the risks that will impact thousands of call centre workers and the people who rely on them to access vital public services and supports.

Mouna Ben Jelloun, a Canada Employment and Immigration Union (CEIU) member on the union’s Call Centre Committee, said that call centre workers need more options for accommodations in their workplaces. Ben Jelloun works at Immigration, Refugees and Citizenship Canada, where call centre workers assist people with complex cases, many of whom are in crisis. As a result, rates of burnout are high, and many workers are required to take extended stress leave or leave the public service altogether, increasing understaffing. Creating rotational tasks and flexible rest time is crucial for workers to have time to recover from difficult calls and complete other duties.    

Similarly, Charito Humphreys, a CEIU member with Service Canada, explained that call centre work is misunderstood. Humphreys talked about the need for accessible support for workers that is inclusive and specific to the challenges they face. Without trauma-informed care, workers are at risk of experiencing detrimental impacts to their health.

“I am incredibly proud of our members working in call centres, for giving voice to these important issues and working towards real, impactful solutions that push our movement forward and keep us all mobilized,” said Sharon DeSousa, PSAC National President.

Following the roundtable, the Call Centre Working Group will continue to collaborate and develop strategies to improve working conditions for call centre workers across Canada.