PHONE CONTRACT STAFF DISPUTE WORKER STATUS:
IT has been alleged that call centre workers in Runcorn were learned they were expected to keep heading into work from a company boss ‘sat at his kitchen table’.
Employees on a phone contract retentions team at the huge Capita call centre in Preston Brook are reportedly angry at having to continue attending work after being classes as ‘key workers’, meaning they can continue working if not ill and unable to work from home.
The Weekly News received two reports from residents over the matter.
Several social media users on Twitter have complained to the area’s MP Mike Amesbury about the situation and said they work there.
One source who contacted the Weekly News said there are about 350 staff on the retentions team when functioning at maximum strength but that following the coronavirus outbreak, that has dwindled, but about 40-50 staff are still going into work.
Concern is also mounting over a claim that several staff developed symptoms of coronavirus after a colleague returned from Italy on March 5 and was told to attend work after asking if they should selfisolate.
Some retentions team workers are understood to be unhappy at being classed as ‘key workers’, because their specialism involves customers who are actively trying to change company as opposed to be customers experiencing difficulties maintaining essential communication.
One source who contacted the Weekly News said workers were briefed on the working arrangements via a video chat with ‘head of customer services’ ‘at his kitchen table’.
Capita chose not to comment on the claim when contacted by the Weekly News.
One Weekly News source said: “People can’t sit six feet apart, they’re crammed in.”
They added: “There’s 350 people in the retentions department.
“They’re not a critical service.
“Their role is to stop customers going to other companies.”
The company has been criticised on social media with several complaining to Mike Amesbury, Labour MP for Weaver Vale.
The company insisted it is following Government rules and guidelines.
A Capita spokesman said: “The top priority of Capita at this very difficult time is the wellbeing of our people.
“Many of our employees work for clients in sectors including utilities, telecommunications and financial services, who continue to need services in these challenging times.
“We have made arrangements for as many of our colleagues to work from home as possible, and have been increasing our capacity to support remote working every day.
“From now on, the only people who will be working from a Capita office are key workers as defined by the Government, or who are within an exceptional category of people providing other essential services – and for whom it remains not possible to work from home.
“Where homeworking is not possible, we are making adjustments in our workplaces to ensure that we are following all Government guidelines, including on social distancing and handwashing. We are constantly reviewing our practices as Government guidance changes.”