JCP Call Centre Strikes - Thursday and Friday

joeblack066

Just a heads up folks

http://www.nebusiness.co.uk/business-news/latest-business-news/2011/01/17/jobcentre-plus-call-centre-staff-are-set-to-strike-51140-27998199/

AsknAnswer2

Hardly surprising

dreamylittledream

Its only 7 sites out of the 30 odd in the network and its a very specific dispute as all of the sites on strike used to be BDC's (processing sites) and were converted to call centres last year, with the staff becoming call handling agents whether they like it or not, with all the fun and changes in working practices that entails.

Slight element of horse and stable door given the changes happened months ago.

Stay tuned for more general strikes no doubt as the year progresses.

NASA_2

The Call Centre workers in the JCP and equivalent organisations have my full support.

These jobs are hellish - if I had to go back to doing that kind of work I would end up killing myself - especially if you dont have a supportive employer.

atomicsheep

NASA wrote: »

The Call Centre workers in the JCP and equivalent organisations have my full support.

These jobs are hellish - if I had to go back to doing that kind of work I would end up killing myself - especially if you dont have a supportive employer.

HeHe... Im working in that said environment. Used to work on ESA new claims and then moved onto decision making.
The call targets are unrealistic and unfortunately lead to customers getting "cut off"

helen248

its not so much striking after the horse has bolted, we know all the remaining 7 sites are being moved over to contact centre directorate and in that respect theres not much that can be done BUT it is mainly about the oppressive working conditions and management.target driven. 3 minutes to take a call ,monitored how long you take to use the loo,etc.cant help the customer anymore.im in no doubt many get "CUT OFF" to make up these unrealistic targets the customers are suffering plus you have to remember the client base at JCP is very different from any other type of call centre customers. many of them have no food, no heating and are at their wits end and desperate. these workers are faced with many abusive calls daily and this has not been taken into consideration at all

dmg24

helen248 wrote: »

its not so much striking after the horse has bolted, we know all the remaining 7 sites are being moved over to contact centre directorate and in that respect theres not much that can be done BUT it is mainly about the oppressive working conditions and management.target driven. 3 minutes to take a call ,monitored how long you take to use the loo,etc.cant help the customer anymore.im in no doubt many get "CUT OFF" to make up these unrealistic targets the customers are suffering too

Welcome to the world of call centres - most private sector equivalents have had such stringent targets for years.

helen248

i know they do ,totally agree. but they don't have the same client base do they. the PUBLIC are paying for this service and it should be delivered properly to them with good customer service.

dmg24

helen248 wrote: »

i know they do ,totally agree. but they don't have the same client base do they. the PUBLIC are paying for this service and it should be delivered properly to them with good customer service.

Private sector organisations do tend to be contacted by people paying for the services they provide!

Killmark

dmg24 wrote: »

Private sector organisations do tend to be contacted by people paying for the services they provide!

It's a different situation though, with the private sector you can always choose another service provider but with the public sector organisations such as the department for work and pensions or HMRC for tax credits then they are your only option and I believe that's the point helen248 was making.

dmg24

Killmark wrote: »

It's a different situation though, with the private sector you can always choose another service provider but with the public sector organisations such as the department for work and pensions or HMRC for tax credits then they are your only option and I believe that's the point helen248 was making.

Everyone has a choice whether to claim benefits or not!

If helen248 is trying to say that they are going on strike for the benefit of the public that is rubbish. They are striking because they do not like their working conditions, not because of the impact on the public.