DO YOU KNOW THE TRUTH ABOUT TELEPERFORMANCE?
Teleperformance has managed to build its client base by promising to deliver top-tier customer service support to major international and local companies at competitive prices. Over the years, this strategy has made the company one of the leading players in the field of customer service outsourcing worldwide. Teleperformance’s motto states that “every interaction matters” and that their workplace is the best one to be, with great attention to diversity, equity and inclusion. These are exactly the words the company uses to describe its environment, so we thought it would be appropriate to clarify once and for all what it really means for us employees to be part of this supposedly “great place to work” and to finally disclose how this cost-effective customer support service is actually achieved.
To begin with, TP has a large number of workers (counting more than 12.000 in Greece alone) to whom it applies the scheme of short-term contracts through the use of third-party payroll companies. This strategy gives the company the flexibility to treat the workers like disposable items in a warehouse, where one is exposed to constant transfers and changes of tasks based on mere “production needs”. In fact, most of the workers have never seen a permanent contract even after working for TP for many years. And, of course, there is always the risk of being abruptly fired with a justification based on the infamous “production needs”.
In addition, Teleperformance forces workers to take long periods of unpaid leave when there are production bottlenecks, under the threat of not renewing their contracts. This particular tactic has an enormous negative impact on salaries, which are already miserable and have not been increased for more than ten years, despite the wild increases in the cost of living that crush any attempt at survival. In this context of misery for the workers, the company’s profits have increased by millions in recent years.
However, these inhumane practices that turn workers into commodities are not limited to contracts, salary, and working conditions – they can be seen as early as when the hiring process starts.
A key feature of Telepeformance is that it relies largely on non-EU workers who are contacted and recruited directly in their countries of origin. These people are sold lies about living and working conditions in the country of destination, and are literally “imported” to Greece like products to fill the production chain when needed. Upon arrival, they find out that they will be issued a so-called “specific purpose visa”, which will allow them to work exclusively in the call center field. Since their ability to stay in Greece is tied to their contract, this restriction puts them in a vulnerable and precarious position, exposing them to all kinds of threats and blackmail by the employer. In other words, Teleperformance takes advantage of this legal loophole to keep its non-EU workers in a state of modern slavery.
And what about the inclusivity and gender equality that Telepeformance claims to champion? Single parent families struggle to make it to the end of the month, slaloming between low pay and rotating shifts that make time management a real challenge. Women on maternity leave are left unpaid for months because the company neglects to complete the necessary paperwork. People are harassed and threatened because of their ethnicity, gender identity, and sexual orientation, and when such incidents are reported to the appropriate department, a blind eye is always turned.
Last but not least, Teleperformance is able to achieve the production targets agreed with its clients by creating a stressful and toxic work environment in which agents are under constant scrutiny and in competition with each other, and where they are required to achieve unrealistic targets and results at all costs. This high-pressure atmosphere poses significant challenges to the employees’ mental health,
resulting in depression, anxiety, and panic attacks.
It is clear that all of the above-mentioned treatment has created a sense of insecurity and stress that has made a large number of workers reluctant to stand up for their rights. This constant uncertainty keeps many people in a vulnerable position, afraid to speak up against unfair practices.
This is what the “great place to work” actually looks like. This is what really happens behind the shiny facade that Teleperformance has built through lies and strategic marketing.
However, the workers of Teleperformance have chosen to stand up, raise their voices, and fight back. They have established their own union, SETEP, and for over a year now they’ve been mobilizing with massive strikes. Their demands include the signing of a Collective Labor Agreement, salary increases, and better working conditions. So far, the company’s only response to the workers’ fair demands has been to target the union. Middle managers have threatened the strikerswith contract termination, employing intimidation tactics aimed at silencing dissent and breaking workers’ unity, ultimately undermining our fundamental right to organize and protest. More specifically, several members of the union’s elected board, along with some of the most vocal unionists, have been targeted by not renewing their contracts. This tactic is a clear attempt to weaken the union’s influence and deter others from getting involved in the ongoing mobilization.
At this point, it must be made clear that these unfair practices and threats are what allow Teleperformance and its clients to achieve such high profit margins and low-cost, top-tier customer service. As a result, all Teleperformance clients are complicit in these schemes of exploitation, as they continue to grow and expand at the expense of the working class, while letting Teleperformance do the dirty work on their behalf.
We condemn these unjust practices and state firmly that we will not be intimidated or silenced.
Our struggle for fair working conditions at Teleperformance Greece is both challenging and necessary. Our unity and determination will be the driving forces that help us overcome all the obstacles and achieve the justice and dignity we deserve. Together, we will continue to fight for our rights and demand fair treatment. Through our collective efforts, we will build a brighter future for all Teleperformance employees and stand as living symbols of hope and victory for all workers. We are resilient, we are united, and we will win!