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New Pay & Recognition System Agreed for Offshore Phonebank
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Date: 18th Mar 2003
LTU has agreed a new pay and recognition system for staff working in the Offshore Phonebank on the Isle of Man. The system, known as Effective Levels, is an improved version of that already in operation in the Bank’s telephony centres on the mainland.
The effective levels system uses a range of predetermined performance and behavioural measures, such as average hold time and scores from product quizzes, to assess an individuals performance. Depending on the level achieved staff are paid at varying points of the salary scale.
According to the Union the system should, if it is worked properly, go some way to addressing its long standing concerns over recognition and pay progression.
The system introduced on the mainland has failed to see staff progress through the levels and a number of key improvements have been agreed with the Union to address these issues offshore. Included in these is a budget for salary progression and a confirmation that there will be no artificial limits on the number of staff who can progress through the levels.
Discussions have also covered practical issues such as the availability of terminals, which impacts on productivity, and it has also been agreed that if there is any significant future changes to the measures that are used then they will form part of future talks.
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