BT call centres back in business

After BT suffered its first national strike in 13 years, a solution has been found to the dispute with call centre staff. The Communications Workers Union has abandoned plans for further action, saying an agreement has been reached that will make BT the 'model of best practice'.

One part of this agreement will see staff numbers at the centres, which handle 150 and 151 calls about bills and repairs, increase by about 800.

In addition, performance criteria will be revised and a stress management programme will be introduced. The union has also secured agreement to improvements in annual leave and more flexibility about attendance.

BT employs about 8,500 staff in 47 call centres. The company said it had already started to take on new staff and move some agency employees to full-time contracts. Nevertheless, it was 'very pleased' with the resolution of the dispute.

Elliott Chase