LTB 006/17 – BT Consumer – Use of Convergys in Help

No. 006/2017 Ref: NC/ML Date: 6 January 2017

TO ALL BRANCHES WITH MEMBERS IN BT

Dear Colleague,

BT Consumer: Use of Convergys in Help

BT has advised the CWU that it will be using a third party provider called Convergys, in Help.

This is designed to deal with higher than expected call volumes and help to facilitate the shift of work back to the UK. The Convergys resource will be used for an initial six months on Help calls and as is based in Stockport and Dublin.

This announcement follows the news in December that Consumer would be creating another 500 BT jobs on top of the 1,000 already announced; 100 jobs in a new Flex Centre and offering more agency staff BT contracts.

The CWU has serious concerns at the move to use a third party provider. This could set a worrying precedent for the future, especially as one of the sites is not in the UK. It also raises the prospect that complex and higher graded work will be done by a third party. The CWU view continues to be that excellent customer service is best delivered by BT UK employees.

BT has acknowledged the CWU’s concerns and has confirmed the following:

• BT is still working to bring 90% of calls back to the UK
• BT stands by the commitment of moving to 80% of direct labour in Sales and 90% in Service
• Convergys is being used for Help Camp 2A calls only
• As the BT direct labour resource increases the levels of Convergys resource will be reduced.

BT has also agreed that this matter requires further urgent discussions with the CWU including a formal review in March 2017. Branches will be kept informed of developments.

Copies of the BT communications issued today are attached.

Yours sincerely,

Nigel Cotgrove
Assistant Secretary