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HGS Strike Continues to Disrupt Services #contactcenterworld Hinduja Global Solutions (HGS) has a contract with the government’s Disclosure and Barring Service (DBS) to run the contact centre and back-office functions. 94 PCS members in Liverpool are taking 6 days’ strike action from 15-20 August in their dispute over pay and conditions. Today there were over 20 members on the HGS picket line in Liverpool city centre, despite the rail strike. Members were encouraged by the news late yesterday afternoon that Merseyside Arriva bus drivers had received an offer of 11.1% after 30 days of strike action. The picket line was visited by Dan Carden MP (Liverpool Walton), Kim Johnson MP (Liverpool Riverside) and local councillor Sam East. The regional secretary for NEU, Peter Middleman came to show his support and there were visits from branch secretaries from Unison and Unite as well as PCS members, reps and staff from the PCS regional office. The members were also joined on the picket line by strikers from RMT and TSSA who came off their picket line at Liverpool’s Lime Street train station in a show of solidarity. The strike is causing major disruption to services. The DBS customer service team usually gets around 350 emails a day. On Tuesday this went up to 700 and was over 700 yesterday because people can’t get through on the phones at all or are waiting up to three hours. Calls are meant to be answered by HGS within 20 seconds. When people do get through they are being told they are short staffed due to industrial action and the staff brought in to cover from other contracts do not have access to any systems and can only give general advice. This is leading to people contacting DBS via email to try to get their queries resolved. #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Monday, August 22, 2022 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |