There are collective labor agreements that do not allow the normal development of Contact Center activities, limiting working hours, imposing fixed shifts that reduce flexibility, or increasing salaries above those established in the National Telemarketing Agreement.
In this case, outsourcing the Call Center activity becomes especially attractive. We are not even referring to countries where workers’ rights are more limited, but rather to Spain, which is regulated by a National Telemarketing Agreement that, although it has significantly improved workers’ conditions, satisfies the sector’s need for flexibility better than any other framework.
