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Posted by pcsdwpsheffield in Uncategorized.


Following the fantastically well supported action in TPIP sites in January, PCS will now be extending this action to all Contact Centres in the network if a successful ballot is voted on. Ballot papers will be out from next week – the branch recommends you vote yes to all action! End the oppression in CCD, demand respect and decent working conditions!

Demand an end to excessive monitoring in CCD

25 February 2011

As part of its CCD campaign PCS demands an end to excessive monitoring in CCD.

PCS supports the use of new technology. We believe that where new technology is used properly it should improve members’ working life and the service we can offer to our customers. The problem in CCD is that this technology is not used properly. Instead electronic monitoring is used to get more work out of fewer people, piling unacceptable pressure on members and driving up sickness, staff turnover and low morale.

Management choose to use the systems in this oppressive way. But they do not have to do this.

PCS has long argued that the approach adopted by CCD is counter-productive and if they gave more attention to making their workforce happier they would get a more productive workforce in return.

Respect at Work
A key demand of our campaign is for Respect at Work. This must include:

An end to Real Time Management and the constant pressure to reduce after call time. It is unacceptable for example for members to have their phones buzzed if they take a few minutes finishing work off after a call for the benefit of the customer. Other contact centres in DWP can and do operate without Real Time Management. It is time it went in CCD.
An end to the unofficial ‘12 minute time limit’ for toilet and comfort breaks. Although national CCD management deny any such limit exists it is still used locally time and time again. Accounting for the length of time you’ve been on a toilet break is humiliating and intrusive and must end. If we were prisoners of war this would actually be contrary to the Geneva Convention! CCD must treat their staff with respect
An end to the micro-management of time. Members should not be challenged if the system shows them one or two minutes late returning from breaks or lunch or to account for other time spent away from the phones. Being in work is not the same thing as being ready to take a call. This constant harassment of PCS members has got to stop. It does nothing to improve services to the public and does everything to demoralise staff.
An end to the aggressive overuse of Performance Improvement Plans (PIP’s) to bully staff into reducing call times irrespective of customer service. PIP’s are potentially the first stage on the road to dismissal and should be used far more selectively, if at all, and with far more help and support for members.
Members must be allowed reasonable time every day, including Mondays, to read emails and the Intranet, as well as perform other essential non-telephony duties such as test checks, etc. There is more to a job in CCD than just answering calls.
Industrial Action is necessary
Enough is enough! The failure of management to end the excessive monitoring in CCD by negotiation is a key reason why PCS is seeking to ballot our members in CCD for industrial action, as part of our campaign for better working conditions in CCD.

It is now clear that only through industrial action can we make CCD end this bullying and harassment and transform CCD into a good place to work that offers the best service to customers.

Demand respect at work

Vote yes for action



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