Call centre workers in El Salvador form the first industry union to improve working conditions

Workers in El Salvador have made history by establishing the country’s first industry-wide union for call centre employees. The Industry Union of Call Centre Operators in El Salvador (SITOES) held its inaugural general assembly on 5 October, with a mission to advocate for the rights and welfare of the 33,000 workers powering this key part of the Salvadorian economy.

SITOES will urgently work to address labour rights violations in the sector, responding to workers’ reports of inadequate break times, challenges with disability payments, and excessive performance demands that frequently result in severe workload pressures. These issues not only make it difficult to earn bonuses that supplement their base salary but also severely impact their mental health, contributing to high levels of stress, anxiety and burnout.

The collective effort of the workers has received support from UNI Americas, the regional branch of UNI Global Union, which represents over 20 million workers in the services sector worldwide. This backing reinforces the significance of SITOES in advocating for labour rights both nationally and internationally.

Marcio Monzane, Regional Secretary of UNI Americas, stated: “Considering the precarious conditions, the prevalence of violence, stress and work overload in the call centre industry, we are convinced that SITOES is an important reference point in El Salvador for respecting workers’ rights to organize.”

In addition, the Confederation of Workers of El Salvador (CSTS) has joined this cause, emphasizing the importance of union freedom in the country. Maricarmen Molina, General Secretary of CSTS, highlighted: “CSTS believes that without unions there is no democracy, which makes SITOES’s struggle fundamental. We believe it is time to give voice to all call centre workers in the country. Organizing is our right, and exercising it is our duty.”

The establishment of SITOES is a clear signal that call centre workers are determined to fight for their rights, promoting a fairer and more equitable work environment.
Sara Mendoza, Provisional President of SITOES, explained: “The main goal is to continue affiliating workers to our union in order to reach collective bargaining and sign a collective agreement, thereby improving the working conditions of all of us who work in call centres in El Salvador.”

According to its members, the union will immediately address the most pressing issues affecting workers by seeking direct and constructive dialogue with companies in the sector.