Teleperformance AI employee monitoring prompts backlash
Occurred: March 2021
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Plans by French call centre company Teleperformance to use cameras connected to an AI system to monitor employees working from home for home-working 'infractions' has resulted in a backlash.
According to leaked documents leaked to The Guardian, workers will have to explain why they are leaving their desks to avoid being reported for a breach, amongst other requirements.
The plans led to complaints by trade unions about the 'unreasonable' and 'intrusive' nature of worker virtual monitoring programmes, including their impact on the privacy of those being monitored and their families.
Teleperformance, which employs over 380,000 people in 34 countries and counts Apple, Amazon and Uber as customers, has since said the remote scans for infractions will not be used in the UK.
The company has also faced resistance to its workforce monitoring activities and solutions in Albania, Colombia, the US, and other countries.
Operator: Teleperformance
Developer: Teleperformance
Country: UK; France
Sector: Business/professional services
Purpose: Monitor employee behaviour
Technology: Computer vision
Issue: Appropriateness/need; Surveillance; Privacy
Transparency: Governance; Marketing
News, commentary, analysis 🗞️
https://www.businessinsider.com/work-from-home-sneek-webcam-picture-5-minutes-monitor-video-2020-3
https://www.personneltoday.com/hr/call-centre-denies-webcam-monitoring-claims-teleperformance/
https://www.hrreporter.com/focus-areas/automation-ai/webcam-surveillance-faces-backlash/354409
https://www.decisionmarketing.co.uk/news/teleperformance-hit-by-expose-over-wfh-staff-spying
https://www.wsj.com/articles/monitoring-of-employees-faces-scrutiny-in-europe-11611138602
Page info
Type: Issue
Published: March 2021
Last updated: December 2021