Union calls off strike as BT agrees to staff deal

NEWS BT call centre staff have called off this Friday's strike after the Communications Workers Union agreed with the telco to increase staffing levels and lay down a definite future policy on the use of temps. The agreement includes increasing full-time staff by 800 and reducing the number of agency staff to 13 per cent of the total workforce. Agents working as a team rather than individuals will also be encouraged, as well as improvements in flexibility in the working environment. The moves will underpin the development of a model of best practice for the call centre industry as a whole. BT staff went on strike on 22 November - the first day of industrial action for 13 years - when Communications Workers Union members at 37 call centres across the UK voted to make their feelings known on staffing issues (see 'BT call centre staff hang-up over working conditions' http://www.silicon.com/a34205 ). The union accused the telco of adopting antiquated management techniques, and coupled with a lack of resources, it claimed it was becoming impossible for staff to do their jobs professionally (see 'BT call centre staff set to strike' http://www.silicon.com/a33898 ).