Implementation agreement with Teleperformance in Kenya sets path for organizing

UNI Global Union affiliate, the Communication Workers’ Union of Kenya (COWU Kenya) has signed a local implementation agreement with Teleperformance in Kenya, allowing workers to exercise their right to organize at one of the world’s largest business process outsourcing (BPO) companies as it continues to expand in the country.

The agreement comes as a result of UNI’s 2022 Global Agreement with Teleperformance to strengthen workers’ rights to form trade unions and engage in collective bargaining. 

This new local agreement follows several months of dialogue between COWU Kenya and Teleperformance. The company agrees to recognize COWU Kenya as representing frontline workers at its operations in Kenya and provides Teleperformance employees with access to COWU representatives.

Kenya is becoming an increasingly strategic location for the BPO industry, with many multinational companies relocating operations there and the government actively promoting the sector as a driver of economic growth.

Christy Hoffman, General Secretary of UNI Global Union, said:

“The global agreement with Teleperformance is producing tangible results, and this implementation agreement in Kenya is a significant step forward. It ensures that workers can exercise their rights to organize and engage in collective bargaining. This local agreement sets a precedent for constructive collaboration between unions and employers in Kenya’s growing BPO sector.”

The implementation agreement between COWU Kenya and Teleperformance Kenya includes the following key commitments:

• Union access: Employees will have access to COWU Kenya representatives in Teleperformance workplaces to inform them about their rights and union membership in a neutral environment.
• Freedom of association: Teleperformance commits to respecting workers’ fundamental rights to freely join and participate in a union.
• Non-interference: The company agrees to remain neutral and not interfere in union organizing activities.
• Information sharing: Teleperformance will provide union representatives with relevant, non-confidential information to support organizing and representation efforts.
• Ongoing dialogue: A joint implementation committee will meet regularly to monitor the agreement, resolve issues, and ensure smooth collaboration between the union and the company.

“We are very pleased with this agreement, which enables workers to exercise their rights to join our union at Teleperformance in Kenya,” said Benson Okwaro from COWU Kenya. “We look forward to building our relationship with Teleperformance as workers organize at the company’s operations in the country.”