MovingForwardinthe U.S.

CustomerServiceIndustry

CWAIstheCustomerService Union

Customercontact industryis4%union CWAisthelargestunion ofcustomercontact workersintheU.S. CWArepresentsmore than120,000customer serviceworkers CWArepresents100,000 callcenterworkers
Sector Telecom

CWA-Represented Sales & Service Employees # in sales & service 85,000 Major employers AT&T, AT&T Mobility, CenturyLink, Frontier, Verizon, Windstream, Avaya US Airways, Piedmont Airlines Estimated for TX, NJ, MO, OH, OK Estimated for major newspapers

Airline Passenger Service Public Sector TNG

6,800

20,000 10,000

Source:CWAmembershipreportsandCWAResearchDepartmentestimates

CWACallCenterPresenceinMostStates

FiveMillionCustomerServiceWorkersintheU.S.
Finance Retail & Distribution Telecoms Outsourcing & Telemarketing Manufacturing IT Services Public Services Utilities Transport & Travel Entertainment & Leisure Medical Food & Drink Printing & Publishing Motoring Engineering and Construction
64,470 58,330 33,770 27,630 21,490 3,070 245,600 239,460 224,110 174,990 159,640 156,570 377,610 313,140 494,270 475,850

Source: North American Contact Centers in 2006: The State of the Industry, Contact Babel, Aug. 2006

CallCenterSectorIsMostlyNonUnion
Pecentage of Call Centers Unionized by Major Industry
Finance Retail Telecoms Outsourcing
5

2% 0% 14% 0%

Source: Rosemary Batt, Virginia Doellgast, and Hyunji Kwon, The U.S. Call Center Industry 2004: National Benchmarking Report, Cornell University.

WhatWereDoingtoSecureQualityJobsand QualityServiceintheCallCenterIndustry

Bargaining/Representation

Jobsecurity,improvedworking conditions,wages,andbenefits CustomerServiceCommitteesharing strategiesandsolutions TheU.S.CallCenterWorkerand ConsumerProtectionAct Telecom:TMobile Airlines:AmericanAirlines

Legislation/CommunityAction

Organizing

CoalitionandMovementBuilding

CWAAccomplishmentsinContactCenters

Higherpayandbenefits Moreinvestmentintraining Limitsonperformancemonitoringanditsuse Closedkeytime Moreflexiblescheduling Negotiatedrulesforsalesquotas Negotiatedformulasforincentivepay EmploymentSecurity

Our challenge: How do we build on our accomplishments?

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Source:U.S.NationalReport:GlobalCallCenterSurvey,www.globalcallcenter.org

LegislativeAction

Legislation:TheUnitedStatesCallCenterWorkerand ConsumerProtectionAct(HR3596/SB3402) Provisionsofthebill

1. 2. 3. RequiresdisclosureofcallcenterlocationtoU.S.consumers ProvidesrighttohavecalltransferredtoU.S.basedagent Prohibitscompaniesthatmovecallcenterjobsoverseasfrom receivingfederalgrantsandloans;givespreferenceongovt contractstocompaniesthatkeepcallcenterjobsathome

IntroducedbyRep.TimBishopintheHouseof Representatives,attracted138cosponsors(7are Republican) IntroducedbySen.BobCaseyintheSenate,attracted4 cosponsors

OrganizinginTelecom: TMobileCampaign

Parentcompany:DeutscheTelekom

DTworkswellwithver.diinunionized workplacesinGermany OnebargainingunitinConnecticut Activeorganizingcommitteesin Charleston,SC;Wichita,KS;Nashville, TN;Albuquerque,NM;Richmond,VA; Mission,TX WonTradeAdjustmentAssistancefor 3,300TMobileworkerslaidoffdueto outsourcinginJune2012.

Campaignupdates

Sources:Companyreports.

OrganizinginAirlines: AmericanAirlinesCampaign

~9,700PassengerServiceAgents ParentCompany(AMR)declaredbankruptcyin Novemberof2011(with$4billionincash,$8 billiontoday) Companyhasbeenstallingarepresentation electionthroughlitigationsinceDecember2011 RepresentationelectionwasorderedbyCourt ofAppealsinOctober2012,electiondatehas yettobedetermined

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Whatyoucando

Leaflet T-Mobile retail stores and reach out to T-Mobile workers in your community

Collect postcards in your workplace to urge your Senators to support the U.S Call Center Worker and Consumer Protection Act

Join the Customer Service Network at cwacustomerservice.org and share strategies to achieve our goals in the workplace
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