NTL's call centre attack criticised
BECTU has criticised NTL for the leaking of its apparent decision to axe 5,000 jobs following on from its merger with Telewest.
"Once again British workers have first heard about job cuts through the media; and this from a company which insists that communication with its workforce is a priority." commented BECTU's supervisory official Sharon Elliott.
"The company's apparent decision to outsource its call centre operations sends a strong message that quality customer service is dispensable."
"The company's apparent decision to outsource its call centre operations sends a strong message to staff and customers that quality customer service is dispensable." she continued.
"BECTU knows through speaking to call centre staff in Europe, Asia and Africa, that NTL ranks as one of the better call centre employers when you look at measures such as training and staff satisfaction. These factors translate into better standards of customer care. It would appear that NTL is prepared to ditch that decent reputation in favour of overseas companies who often operate to very different and lower standards.
"NTL's call centre staff, many of whom have a strong commitment to the company, are being told they are likely to be passed over for cheaper options. This is a monumental slap in the face for staff who have remained with the company through several turbulent and difficult years.
"NTL staff will be looking to their management to enter into meaningful talks with their representatives about any proposed job cuts in order to produce truly constructive ways of dealing with any restructuring," Sharon Elliott concluded.