Investigation by Alessandra Caputo

Workers at the INPS contact centre have been living with constant uncertainty about their job security for almost two years. The decision, enshrined in law, to bring these services in-house initially kindled a glimmer of hope in them – the hope of securing a much-coveted public-sector job – only to plunge them into a never-ending limbo. Through the stories of these operators, we gain an insight into the world of call centres, which is all too often characterised by job insecurity, high levels of work-related stress and little hope for the future. 

A story that makes us reflect on the importance of certain services – particularly public ones – and on the consequences of poor management; consequences that affect us all directly and of which we are often completely unaware.