The Big Read

‘People are going to be offended’: Ontario firms brace for new era of employee-monitoring rules

Andrea Panagopoulos’s employer knows the length of every customer call she handles and can listen back to any of them. The company knows if she pauses before accepting another call. It knows how much time she takes for her allotted daily breaks.

Panagopoulous, a remote employee for Air Canada’s customer-support call centre in Toronto and who has worked for the airline for 28 years, said she understands why the company uses monitoring and measuring technology—but it still has her on edge.

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