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Wales’ Jobcentre Plus call centre staff stage 24-hour strike

Staff at Jobcentre Plus call centres in Wales have started a 24-hour strike this morning over working conditions and targets.

Members of the Public and Commercial Services Union (PSC) are staging the action at 37 UK offices, including Bangor, Newport, Bridgend, Pembroke Dock, and Caerphilly.

Katrine Williams from the PCS union said targets meant staff feel they can't do their jobs properly

Staff say that targets mean staff can be disciplined for taking too long on a phone call, which they say damages service and means they can’t do their jobs properly.

A two-day strike was held in January after a decision to convert seven benefit processing offices into “contact centres,” with staff re-allocated to taking calls from the public.

Since then the dispute has escalated to include staff at all 37 contact centres.

The union says members are “prevented” from providing a “good quality service to the public” because of “unnecessary and unrealistic” call centre targets.

The Department for Work and Pensions (DWP) said it was disappointed by the decision and that staff retained good employment conditions.


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One thought on “Wales’ Jobcentre Plus call centre staff stage 24-hour strike

  1. It’s true in present era, too much of work pressure, abrupt and sharp deadlines, fatiguing and formidable deadlines, all these leads to outburst of negative vibes within the answering service industry.The working conditions of the call center agents needs to improve. In a verdict of BPO seminars and conferences being held all over the world, it came out that the employees who flounder their backbone day and night and seems that they are more than unhappy at particular workplace and environment.

    Posted by michael | April 21, 2011, 10:13 am

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