February 19 – Telemarketers experience low pay, mental stress and even sexual harassment, a fact-finding research on the work conditions of telemarketers shows.
According to the NHRCK-sponsored research, 36.7% of 559 telemarketers have experienced sexual harassment, 77% of which were committed by customers. Almost one out of two companies, however, did not provide the telemarketers with any preventive measures.
Previous research in 2006 by the Korea Employment Information Service found that two thirds of telemarketers were irregular workers while they received only 70% of the national average wage which is 1.34 million Korean Won.
“Even when I feel down, I have to smile and be nice to customers throughout the whole day. I have to answer the calls like a machine against my will. I feel like I am in prison every morning,” one of the telemarketers said in an interview. The work role involves a great deal of ‘emotional labour’ and exposes telemarketers to mental stress.
“If I missed my lunch break because a customer did not end the call, I am forced to skip lunch. I can’t even drink water too much because I am not allowed to go to the ladies room often.” Further, 23.1% of the respondents said that their call centers did not provide them with a place to rest and take a break.
Suggested policy measures were
- Providing guidelines on call center work standard and safety,
- Raising salaries,
- Guaranteeing the workers right to take breaks, and
- Taking preventive measures against sexual harassment.
This research was conducted from June to December 2008 by Working Voice, the Korean Center for Irregular Labor.
