South Essex's thriving call centre industry has welcomed a new study that finally explodes its image as a cover for 21st century sweatshops.

Busy on the phones - the Message Pad call centre

The growth of the sector, which now employs two per cent of the entire UK population - more than the coal mining, steel and car industries combined - prompted government watchdog the Health and Safety Executive to investigate conditions in call centres, which have been accused in the past of forcing workers to work long hours with few breaks and for very little money.

The HSE has now concluded that its research "dispels the view that all call centres are sweat shops", which is good news for Southend in particular, which is a major call centre hub.

Paul Harris from The Message Pad on Victoria Avenue said: "The image of call centres as little more than sweat shops has been created by the media. Undoubtedly a few bad centres do exist, but most employers treat their staff with respect. There are no dark satanic mills. That's just not the case any more."

Based on the results of the study, the HSE is publishing guidelines for companies running call centres, including breaks of at least five minutes every hour and training for staff in how to deal with abusive calls.

Bill Callaghan, chair of the Health and Safety Commission said: "This is a new and rapidly expanding industry. HSE and its local authority colleagues wanted to be sure that they had access to the most up to date guidance. We want to help those who work in call centres and those who manage them.

"This research will both help to spread good practice and eliminate those examples of bad practice revealed by the report. It will help call centre employers control the occupational health hazards in this sector and promote a better quality working environment."

Published Monday December 17, 2001