GSE 03-22 Customer Care Centres
08/April/2022
Description
Following ongoing engagement with eir, we are pleased to report further improvements to remuneration for members in the Customer Care centres in Sligo, Cork, Waterford and Limerick.
The new model aims to improve pay and bonuses for existing members, while also improving the attractiveness of eir in the recruitment market.
All Agents and Senior Agents currently in receipt of the attendance bonus will benefit from the new package, which
comprises of the following:
- The attendance payment of €1,700 introduced as part of the pay deal of 2021 is now being consolidated into base pay
- All on target earnings (OTE) will also increase as bonuses will now come off a higher base
- Upcoming pay deal increases will apply on top of the base increase set out in the new model and will see further increases in OTE
With these improvements, the base pay for new entrants will rise to €23,700, meaning entry level OTE will be 8% above the Living Wage.
As well as the changes to base pay, there will also be improvements to the bonus model. Previously, the bonus eligibility of 15% has been based on three core KPIs – Average Handling Time, Productivity and Repeat Calls. This will now reduce to two core KPIs – Calls per Hour and Repeats.
Taken in totality, this means that there will be less pressure around workload in conjunction with an improvement in pay.
This 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 participation that we can continue to work to improve the lives of everyone in the Union.