NBC News reports that workers who used to work in support of Apple's call centres around the globe have complained about plans for cameras to monitor their working hours from home.Teleperformance employees in Colombia, a major call centre company, raised concerns about long-term contracts that allow them access to AI-powered cameras in their homes and voice analytics. They also have the ability to store data about their family members, including children, as well as lengthy contracts. According to NBC News, one worker based in Bogota who is part of the Apple account said:This contract not only allows us to be monitored constantly, but also our families. It's terrible. We don't work at an office. I work in my bedroom. I don't want a camera in my bedroom.Workers were asked to consent to video cameras being placed in their homes or on their computers. These cameras would be aimed at their workspace and record their activities. The contract also required consent to monitor restricted objects in the workplace using AI-powered video analysis software that can detect cellphones.It also asked workers to consent to sharing data and images related to any children under 18 years of age. This could be done by using video and audio monitoring tools, giving biometric data (including fingerprints) and taking polygraph tests.According to The Guardian Teleperformance's software detects video breaches of work rules, and sends it to managers. To leave their desks, workers must click the "break mode" button in the software and provide an explanation. If workers don't use their keyboard or mouse for a set amount of time, they could be marked "idle".According to reports, supervisors told workers that if they didn't sign the contract, they would lose their Apple account.Teleperformance also uses software called TP Cloud Campus outside Colombia. This allows staff to work remotely from more than 19 countries and includes "AI to monitor clean-desk policy and fraud" through analysis of camera feeds. Teleperformance has allowed 240,000 employees, out of 380,000, to work remotely from anywhere in the world via the TP Cloud Campus software.Teleperformance employees in Albania, who include those who work for Apple UK, complained to the Information and Data Protection Commission about plans to install video surveillance in their homes. This resulted in Teleperformance being banned from using cameras to monitor staff in that country.Teleperformance spokeswoman told NBC News that new contracts are consented for a variety of scenarios in order to comply with data privacy laws. Teleperformance Colombia is developing and optimizing tools for long-term work from home for clients and employees, improving the "Teleperformance Colombia experience" for customers and employees. Privacy and respect are key elements in all we do.Workers claimed that their managers told them that clients requested additional monitoring to prevent data breaches from working remotely. However, the decision to install monitoring technology in the homes of employees does not seem to have been made by Apple. Teleperformance also has clients such as Uber and Amazon.Nick Leahy, a spokesperson for Apple, stated that Teleperformance "prohibits video or photographic monitoring" by its suppliers. He also confirmed that Teleperformance does no video monitoring of any Apple employees. Apple stated that it had audited Teleperformance Colombia in the past year and found no "core violations" of its strict standards. It also added, "We will continue to investigate all claims and ensure that everyone in our supply chain is treated with dignity & respect."
