New call centre union established in Suriname with support from FNV

Paramaribo, Suriname – Call centre workers in Suriname have founded a new union, Vakbond Voor Alle Werkers (B.V.A.W.),  to advance the rights of thousands of customer service employees across the country – a first in the South American nation.  

The union will seek affiliation with Suriname’s newly formed national federation, the Unie van Assertieve Vakbonden (U.v.A.V.). 

Suriname is the only Dutch speaking country in Latin America, making it a hub for call centre workers who serve both domestic and international clients.  

FNV Callcenters, a key supporter of the initiative and a long-standing UNI Global Union affiliate, is working closely with B.V.A.W. to help build a strong, democratic and sustainable union structure. 

“Call centre workers are the backbone of customer service. Yet too often, they work under difficult conditions, with unclear contracts and inadequate facilities. We are now changing that, together with our Surinamese colleagues,” says Elly Heemskerk, FNV Call centres representative 

B.V.A.W. will now focus on negotiating for better pay and benefits, safer workplaces, proper equipment (such as better headsets) and opportunities for professional development. In particular, the union is negotiating for: 

• Ergonomic working conditions. Many employees work long hours in uncomfortable chairs, which can lead to physical issues. 

• Fair working hours and breaks. There is limited room for breaks and some shifts are too long without sufficient rest time.  

• Wages and job security. Wages are low, often just above the minimum wage, and there is little job security. The union will fight for a living wage and longer contracts with social protections. 

The union also aims to begin collective bargaining with employers to establish a collective bargaining agreement that ensures fair pay and decent working conditions. 

The founding president of B.V.A.W., Jerrel Mac Intosh, said, “The founding of this union is not an attack on employers, but an invitation to collaborate. Healthy, valued employees perform better. By organizing ourselves, we are building a future with more respect, security and influence.” 

The partnership between FNV and B.V.A.W. exemplifies the spirit of international trade union solidarity.  

“This is a big step forward in the fight to raise standards in the contact centre industry,” said Benjamin Parton, Head of UNI’s ICTS sector. “We’re proud to stand with B.V.A.W. and support their efforts to win dignity, better working conditions and real improvements for call centre workers in Suriname.”