GSE 03-21 Significant Pay increases achieved in Customer Care Centres
13/May/2021
Description
Following months of engagement with eir we are pleased to report meaningful and comprehensive improvements to pay and bonuses for members in the three Customer Care centres in Cork, Sligo and Limerick. With this comprehensive overhaul of pay and conditions, members will see earnings increase by up to 17%.
As you will no doubt be aware, the customer service provided by eir has been the subject of much debate and publicity in recent times. It has long been the view of the CWU that the high levels of attrition from the centres was a key factor holding back the ability to deliver world class customer service. Similarly, it is union policy that all members should enjoy a Living Wage.
To this end, a Working Group was established with the business to progress those key items that would deliver for our members and for customers services to:
The four main items identified by the Union were base pay, bonuses, pay for Senior Agents and a loyalty bonus.
We are pleased to announce that all four items have been addressed in the comprehensive overhaul of remuneration in the centres.
The new remuneration model includes:
- Increased base pay for Agents, Senior Agents and Team Leaders
- Clear, achievable bonus structure – based on 3 key KPIs
- Introduction of standalone ‘Attendance Payment’ for agents
- Introduction of a ‘Loyalty Bonus’
Individual communications will be issued to members outlining how this will benefit each person.
Continued improvements
As part of the agreement for a 2.7% pay increase already won for the Centres in 2020, members in these areas are now included in overall collectively bargained pay discussions in the business going forward, meaning that they will receive the benefit of the currently agreed 3 year pay deal on top of what has been outlined above and will continue to be included for future collectively bargained pay deals into the future.
Ever since eir decided to bring customer services back in house, it has been the Union’s stated goal to progress pay and conditions significantly and quickly. This substantial overhaul of pay and benefits, coming on the back of previous pay increases for the centres, represents a real achievement for our members and demonstrates quite clearly the benefits of Union membership.
It is through members’ ongoing engagement that we can continue to work to improve the lives of everyone in the Union.