Performance Management – Re-contracts – Preston Brook

Issue No. 08/2018

13 April 2018

TO ALL BRANCHES WITH TELEFONICA MEMBERS

Dear Colleague,

Performance Management – Re-contracts – Preston Brook

The CWU met with Lesley Heaney on 11 April to discuss concerns regarding a number of issues in the Re-contracts area of Preston brook.

The issues that were discussed are as follows:

1. Call Routing – changes that were made to the 50/50 blended call distribution in October 2017 where a different model was trialled of routing upgrade calls only and disconnection calls only.

2. Unachievable KPIs – These changes have resulted in advisors unable to achieve ‘reach’ scores.

3. Pips and those subject to the Cap process – As a result of advisors unable to achieve 50%, the CWU has stated that there has been an increase to advisors being on PIP’s, verbal warnings and the formal performance process.

4. CWU believe that, as a result of pressure at work and KPIs, there has been an increase in absence and has asked for more information on absence in the department.

5. Leadership Style and Culture – The CWU has stated that a punitive leadership style exists with over monitoring and micro-management.

6. Engagement with the CWU – despite a number of attempts to engage the leadership team in on collective issues the consultation has been poor.

The meeting was positive and the union was given the opportunity to talk in detail regarding our concerns. Nevertheless, the CWU have stated than an urgent review is required to make changes to all issues.

A further report will be provided as developments occur.

Any questions in the first instance should be addressed to hannahpricecwunational@gmail.com

Yours sincerely

Sally Bridge

National Officer 

Briefing 08.2018 Telefonica Performance Management – Recontracts – Preston Brook 13.04.18