BT Consumer Service Bonus

We have received a number of queries from members concerned that working on different call streams is having an impact on bonus.  On 21/12/21 the CWU National Team met BT Consumer and discussed the issue.

BT Consumer accepts that is difficult for members to track their performance if they are supporting several call types, making it hard to check the number of eligible calls and surveys.  As a result members are struggling to find out if they are on track to achieve target by the end of the month.

BT Consumer have agreed to review how targets are set and to simplify the bonus and targets in Early Life and Tech, similar to those in Mobile and Billing. 

Discussions are ongoing, in the interim BT Consumer will introduce contingency for advisors in Tech and Early Life (including Connections and Homemoves), where they will pay either your performance or on target bonus, whichever is higher.

The BT Consumer National Team will continue to keep members updated and we wish you a Merry Christmas and a Happy New Year.

Stay Safe

Stephen Albon

National Officer