The damning findings of a comprehensive CWU survey into members’ experience of the revised ‘operating model’ that was introduced in BT Consumer contact centres just over a year ago have prompted new talks with the company.

Despite repeated attempts by the CWU to flag up concerns that the new system in general – and the  ‘Albert’ support tool  in particular – is routinely failing to provide the seamless guidance to advisors in certain functions that was promised when it was introduced early last year, to date senior management have remained impervious to criticism of the system.

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