Workers’ rights over abusive phone calls

Sometimes staff are so traumatized by abuse they need counselling

An abusive call is something many employees who deal with customers and clients by phone often experience. Abusive calls can include aggression, verbal abuse, threats, racist or other discriminatory remarks.

Mark Elwen of the CWU explains, “Some employers regard staff receiving abusive calls as just ‘part of the job’, but abusive calls should be taken very seriously. Just because it is not a physical assault, the effect an abusive call can have on the mental well-being of an individual should not be underestimated.”

The Health and Safety Executive defines work-related violence as: 'Any incident in which a person is abused, threatened or assaulted in circumstances relating to their work.'

“There are lots of proactive things an employer can do to try and reduce the likelihood of an abusive call, for example reducing, call waiting times and ensuring staff are trained not just in customer service and the products or services they supply but in how to defuse difficult situations. But when a call does turn abusive it very important that the employee has the right to terminate the call without fear of any comeback from their employer,” says Mark.

Importantly, employers should treat any abusive call as they would any other serious incident. The incident should be logged and support given to the person who has experienced the abuse. That could be a few minutes off the phones to compose themselves but in more serious cases, someone to talk to or counselling may be required.

“I think it is likely most abusive calls are not reported” says Mark. “Either the employee is worried their employer will think them not fit for the job, or they simply don’t know they should, or how to, report it.”

Anyone who has experienced an abusive call whilst at work should ensure they report it to their employer and to their trade union. Where the Union is recognised they can use the legal powers given to Health and Safety Reps to make sure that the workplace is safe, to be involved in policies for dealing with abusive callers and monitoring their effectiveness.

Find out more at https://www.cwu.org/join-us/