Consumer clarity on ‘conformance’ measure


A robust CWU response to the unagreed rollout of a new productivity measure has led to BT Consumer agreeing to review the target, which tracks how much time is spent dealing with calls against company expectations.

The introduction of the so-called ‘Conformance’ measure sparked an angry response at many of the division’s contact centres last month after compliance targets of 98 and even 99 per cent were suddenly announced – with some advisers even being warned that anything less could affect their bonus payments or lead to the application of the performance management policy.

Linked to the new IEX scheduling tool, the CWU had previously been assured that ‘Conformance’ was a “background measure for team leaders” – and that the union would be properly consulted on any wider use of the measure before it was deployed further.

However, ‘Conformance’ was deployed in multiple areas without warning.

“The national team has now met with twice with BT on this and it has been accepted that the target did not take account of the agreed break arrangements or the agreed log-on/log-off process,” explains assistant secretary Nigel Cotgrove.

“In addition, it did not allow for coding problems , which have resulted in inaccurate results.

“As a result of these talks it has been agreed to review the target and also to ensure that ‘Conformance’ is only used as a background measure, and that there are no individual targets for advisors. This news will be welcomed by the many members across the UK who had raised their concerns with the union.”

Nigel emphasises that in three key areas there should be no changes applied to advisors as a result of ‘Conformance’.

“There has been no change in long-established rest break, comfort break or lunch break arrangements. There is no change to the log-on/log-off agreement, so advisors are only required to be at their workstation and ready to commence logging on at the beginning of their attendance. And finally Conformance is categorically not linked to bonus,” he concludes.

Major survey launched on BT Consumer attendance patterns

Telecoms & Financial Services, BT Members across BT Consumer are being urged to participate in an important new survey which signals that real progress is being been made in negotiations designed to secure meaningful improvements to the attendance patterns on offer to customer facing staff.

The information gathering exercise, which was formally launched this morning (Friday), is designed to inform ongoing negotiations in which the union is seeking to enhance the predictability of the attendance patterns on offer and to secure the provision of consecutive days off wherever possible.

Those talks, which are also intended to facilitate the introduction of team-based scheduling, represent the latest plank of the CWU’s long-running efforts to secure the improvements to attendance patterns that were originally promised by the 2015 Transformation Agreement, but which have so far proved elusive.

New impetus was given to the discussions by CWU Annual Conference in May when frustrated delegates voted unanimously in support of a T&FS Executive motion which warned that time was fast running out for the company to come up positive proposals for more predictable and less ant-social shift patterns. That company pledge had always been the flip-side of uncomfortable changes accepted by the union to help the company refocus its call centre activities using UK direct labour.

Assistant secretary Nigel Cotgrove said: “In the months that have followed the talks have made good progress – and, as part of our negotiations, BT has agreed to run an attendance pattern survey with the full support of the CWU.

“We’d like as many of our members to take part as possible – including those who have Exceptional Change of Hours (ECOH) or formal flexible working arrangements in place – because we want to sense check where we’ve got in our discussions and ensure that the example attendance patterns are in line with what people would actually want.

“This is a great opportunity for members to influence the way our talks with the company progress. As such we’ve ensured that the survey not only asks questions but also allows advisors the opportunity to comment directly on the issues that most affect them.”

The survey runs from today (September 13) to September 27, and the results will feed into the negotiations.

Nigel stresses the survey is anonymous, not binding on advisers and will not change any existing patterns. It will be team-briefed on all sites in the next few days, and the union has been assured that advisors will be able to complete the survey in work time.

He concludes: “Hopefully the results of the survey will help us secure a new national agreement on attendances – and members can rest assured that, if we reach the point where the national union is able to recommend agreement, we’ll be consulting all CWU members in Consumer before any changes are implemented.”

502.2019 payments in service

Let’s build on our Close the Gap victory

Telecoms & Financial Services 

“You have made this happen,” CWU assistant secretary Sally Bridge told BT branch reps this morning, as she detailed the new agreement bringing agency workers into direct employment.
The deal – a result of the union’s successful Close the Gap campaign – will mean job security, better pay, pension rights and improvements to annual leave, sick pay and other key rights.
If agency workers are hired in the future, BT will no longer use pay between assignment contracts and will commit to equal pay from Day One.
Initially, the main effect of this new deal will be felt in the company’s Consumer Division, but the principles of the agreement will be carried out across the company as a whole.
In her speech this morning, Sally insisted that the credit for this was down to the long-running campaign work of the CWU, which has been fighting for agency worker justice for several years.
Agency workers on pay rates far below BT employees doing the same jobs, and lacking all of the basic rights at work were being exploited, she said.
“For years and years they allowed these people to be exploited,” Sally reminded the audience, adding that both BT and the employing agency, Manpower, had tried to shift responsibility for the inequality.
“So many times we met with senior BT management and they said: ‘It’s Manpower’ and then when we met with Manpower, they said: ‘It’s BT’,” she recalled.
The most recent campaign – Close the Gap – was launched last year and leafletting, petitioning and protesting took place at BT sites right across the country, raising awareness of the injustice far and wide.
Sally told the briefing that this was the reason why this deal has been reached, saying: “This is down to the collective organisation of this union.
“It’s an enormous breakthrough and it should be celebrated.
“You yourselves, as activists, have made this happen,” she told the room.
After detailed presentations from assistant secretary Nigel Cotgrove and T&FS executive member Stephen Albon, a Q&A sessio gave the reps in the audience the opportunity to ask questions and seek advice on aspects of the new agreement.
Commenting on the deal, Lancashire & Cumbria Branch rep Jacqui Stewart said: “I’m an IR rep for the Blackburn and Accrington sites and Manpower workers have been receiving their job offers and coming up and thanking me and the union for this.
“It’s been a great campaign and it will make a real positive difference to these workers in so many ways.”
Pesh Patel, from Midlands No1 Branch was equally enthusiastic, reporting that, at the Sandwell contact centre near Birmingham, “there’s a really good atmosphere there now – it’s really great.”
And from Somerset, Devon & Cornwall Branch rep Sarah Ahern recalled the long years of campaigning by the CWU for this and said that, at her unit in Truro, “people are thrilled – it’s been a long time coming. Some of our Manpower people have been there 10 years.”
Closing the event, Sally told the meeting that the Close the Gap campaign, although it has achieved its industrial aims, “we’re proud of this CWU success and we’re going to celebrate it and use it to recruit new members.”
And politically, the Close the Gap campaign still has some “unfinished business,” Sally pointed out and vowed: “We will pursue the aim of bringing pay between assignment contracts to an end in law.”