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Contact Centres – LTU Proposing Changes to Effective Levels
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Date: 18th Mar 2003
LTU has been proposing a number of important changes to the operation of Effective Levels within the Bank’s Contact Centres.
Staff have their pay managed under this system of Effective Levels. Each Effective Level is associated with a range of performance criteria, and so long as staff consistently meet the criteria over a series of months then their pay should automatically move up to the next level. Pay can also move back down on the same basis.
Ever since the Bank first proposed introducing Effective Levels four years ago, LTU has expressed reservations over how the arrangements operate in Contact Centres. The Union’s concerns have been borne out by experience.
Excessive numbers of staff have been held down at the Entry Level for unacceptably long periods of time, whilst at the same time only a very small proportion of staff have progressed beyond the next stage; Effective Level 1. In some Contact Centres no staff have reached Effective Level 2. To ‘rub salt in the wounds’ of many established staff, some new entrants have been leapfrogging them direct into the higher levels despite being arguably less experienced.
The Bank has been conducting its own review of the operation of Effective Levels over recent months and has indicated that it shares many of LTU’s concerns. The Union is contributing a number of important proposals to the review.
With a number of other business units also contemplating the introduction of Effective Levels for their own staff, it is essential that arrangements within the Contact Centres not only gain more credibility but also set the foundations around which schemes elsewhere can be developed.
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