One of the biggest strikes of the year began on Thursday morning with Royal Mail, BT and Openreach workers walking out over pay and conditions. At BT Customer Contact Centre, in Gosforth, members of the Communication Workers Union (CWU) wore bright jackets and waved flags as they formed a picket lines at the entrance to the building. They joined around 30,000 Openreach engineers and 10,000 BT call centre workers who have already taken industrial action, and further strikes are also planned for October 24.
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There is now a lot of customer dissatisfaction about wait times to the contact centre and with companies blaming this on Covid. In This Report last week from Moneypenny published in the FMJ, 85% of consumers were unimpressed with companies blaming long wait times on Covid, and their patience is wearing thin.