El Salvador’s call center workers form first industry union

SAN SALVADOR, EL SALVADOR — In a historic development, call center workers in El Salvador have established the country’s first industry-wide union, the Industry Union of Call Centre Operators in El Salvador (SITOES).
This landmark move aims to enhance working conditions for the approximately 33,000 employees who are vital to the Salvadorian economy.
SITOES held its inaugural general assembly on October 5, setting the stage for a new era of advocacy for labor rights and welfare.
Tackling labor rights violations
SITOES is poised to address significant labor rights violations reported by workers in the call center sector. The union’s immediate focus includes resolving issues such as inadequate break times, challenges with disability payments, and excessive performance demands that contribute to severe workload pressures.
These conditions not only impede workers from earning bonuses but also lead to mental health problems like stress, anxiety, and burnout.
Support from international and national organizations
The creation of SITOES has received backing from UNI Americas, the regional arm of UNI Global Union, which represents over 20 million service sector workers globally.
Marcio Monzane, Regional Secretary of UNI Americas, highlighted SITOES’s role: “Considering the precarious conditions, the prevalence of violence, stress and work overload in the call center industry, we are convinced that SITOES is an important reference point in El Salvador for respecting workers’ rights to organize.”
In addition to international support, the Confederation of Workers of El Salvador (CSTS) has aligned with SITOES. Maricarmen Molina, General Secretary of CSTS, stated, “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 center workers in the country. Organizing is our right, and exercising it is our duty.”
A commitment to fairer workplaces
Sara Mendoza, Provisional President of SITOES, outlined the union’s primary goal: “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 centers in El Salvador.”
The establishment of SITOES represents a determined effort by call center workers to advocate for their rights and promote a fairer work environment. The union plans to engage directly with companies in the sector to address pressing issues through constructive dialogue. This proactive approach underscores the commitment of Salvadoran call center workers to secure better working conditions and labor rights protections.