New labour reform, how does it affect the call center? Today we want to talk about the New Labour Reform, published in the BOE (Boletín Oficial del Estado/Official State Gazette) on December 30th, 2021. A labour reform whose main objective is to reduce precariousness and temporary employment. The main point has to do, above all, with the types of contract, which is directly related to contact center and call center companies. For this reason, in this post we break down the most important keys to the labour reform and how it affects companies in the contact center sector. Keep reading!

New labour reform: what type of contract exists from now on?

Royal Decree-Law 32/2021, of December 28th, establishes different types of temporary contract that can be signed from now on:

Circumstance Contracts

In this sense, the new labour reform aims to maintain flexibility and focuses on temporary contracts, also when we talk about call centers:

  • Contracts for production reasons: they can only be signed in the event that the company needs to expand its teams due to unexpected increases in production. The duration is six months, extendable to six more by collective agreement. In the event of Christmas, call center companies will only be able to contract for 90 days and never continuously.
  • Substitution contracts: type of contract that will be signed to replace another worker with reservation of the position, to cover reduced hours and vacancies during selection positions.

Dual training

We understand dual training as the one that combines theoretical training in the educational center with practical activity in the workplace. In these cases, the contracts:

  • The working day may not exceed 65% of the normal working day in the first year and 85% during the second.
  • They may be signed for any age except in the case of professional qualifications, with a limit of up to 30 years and a maximum duration of 2 years.

Internship contract

In this case, the contracts could be signed up to three years after obtaining the certification and have a duration of between six months and one year.

New labour reform. Changes in call center?

In this sense, and taking into account everything mentioned above, the new labor reform law directly affects the call center and contact center sector: thinking, for example, of seasons such as Christmas, when demand grows exponentially. A production circumstance in which occasional, foreseeable and short-term situations are addressed.

Thus, the main point of this reform are the contracts known as discontinuous fixed, those in which the call center companies (in our case) can cover vacancies according to different periods of time. In addition to this, ordinary contracts will always be indefinite contracts.

These changes can help achieve greater flexibility in the call center, a sector that we already know is often characterized by temporary contracts in many cases. Some changes that are very positive for the workers, who will undoubtedly be much more motivated in the call center.

Software for call center EVOLUTION

In short, the new labour reform law merely confirms a trend that has already been taking place in our sector with one objective: to improve the working conditions for people en our teams.

Do you want call center software ready to help your agents offer the right customer service? Request a demo of our call center software EVOLUTION!


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