The government wants to bring call centers back to Italy, thus creating 20 new jobs. The Minister of Economic Development, Carlo Calenda, will invite the main Italian clients to sign a Memorandum of Understanding with which they will undertake to carry out 100% of internal activities, i.e. those that use their own structures and personnel, on the national territory without redirecting traffic to outside the country. And above all to guarantee that at least 80% of the call volumes of outsourced call centers are made in Italy.
According to what can be read in the drafts of the Protocol, companies that use call centers to manage customer relations undertake to take the following measures within six months of signing the document:
– Ask your telephone service providers for some quality parameters in the offers, namely: clarity, simplicity and correctness in the information, current Italian and a clear and understandable language (for foreigners, linguistic certification at level C1 of the QCE is essential), adequate responses within contractually defined times, applicability of national legislation in terms of personal data processing even if the service is provided from abroad, compliance with the time slots indicated by law for telephone contacts.
– Guarantee that 100% of the call center activities carried out directly for the Italian market are carried out on the national territory and that at least 80% of the volumes of call center activities outsourced come from Italy, excluding any mechanism of redirecting traffic to sites located outside the country.
– Do not carry out auctions with the maximum discount, but adopt the criterion of the most economically advantageous offer for the assignment of outsourcing services, enhancing the technical and qualitative aspects of the offer.
– Refer for external assignments to an average hourly labor cost defined by Legislative Decree no. 50 of 2016, therefore the contractual minimum, or on the basis of agreements with the unions.
– Apply the "social clause" in its outsourcing contracts and therefore guarantee employment continuity in the area in cases where the call center loses the order and the company that takes over is not willing to keep all the jobs.
