Teleperformance AI employee monitoring prompts backlash

Occurred: March 2021

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

Page info
Type: Issue
Published: March 2021
Last updated: December 2021