Members of the Communications Union (CWU) have strongly backed the ‘Transformation Agreement’ their union negotiated with BT Consumer operations, the customer care and service operations wing of the telecommunications company. It ensures that work coming back from India goes to BT UK contact centres creating at least 700 new jobs, together with a significant reduction in the use of agency staff. A new universal attendance framework will mean that shifts will be shared out across the UK workforce and more attractive attendance options will be created.
The ‘Transformation Agreement’ covers job security and attendance patterns and was voted for via an electronic ballot of the union’s 3,500 members with 64% supporting the agreement on a turnout of 74%, following a recommendation from the CWU telecommunications executive to back the agreement. BT made a public commitment to return overseas calls to the UK and the ‘Transformation Agreement’ will ensure that work coming back from India goes to BT UK contact centres creating at least 700 new jobs, as well as reducing reliance on agency staff.
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