Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Mohammed Albadrani
Security System Coordinator
Olebogeng Khubile
Senior Manager Client Operations
Thamer Noori
Director of Industrial Security and Safety Dept.
Hoyi Kharisma Anjani
Information System Management
Jim Thomsen
VP of Customer Success

News : Capita O2 and Tesco Mobile Contract Members Reject 4% Pay Snub as Cost of Living Crisis Reaches Desperation Point

#contactcenterworld, @capitacareers

London, UK, Sept, 2022 -- Contact centre members across Capita have voted by well over nine-to-one to reject massive real term pay cuts from a company that reported a 1,631% increase in its full year profits this spring.

Despite bullish public pronouncements by bosses over Capita’s transformed commercial performance, the company has consistently insisted that 4% is the most it can afford to pay ex-Telefonica members in the recognised O2 and Tesco Mobile contract bargaining units.

As for those employed since the mass TUPE from Telefonica in 2013 – namely some of the lowest paid employees in Capita, who in recent years have been pegged to the Real Living Wage (RLW) – the company is currently refusing to pay a bean until next April.

Urgent calls have been made by the union for the soon to be announced revised RLW rate – the unveiling of which has been brought forward from November to the end of this month because of the cost of living crisis – to be paid immediately, rather than waiting for its formal implementation date next April.

But that demand ­– jointly tabled by those representing the CWU’s postal constituency members working on Capita’s BBC TV Licensing contract– continues to be rejected by bosses, despite the CWU flagging up heartrending examples of in-work poverty. These include, at the extreme, instances of threats of homelessness and members seeking welfare payments to assist where rents have been raised.

"Some members simply cannot meet the bills that are coming in," explains CWU national officer for Capita O2 and Tesco Mobile partnership members, Tracey Fussey.

Meanwhile Capita’s arbitrary pronouncement that it does not believe the recognised O2 bargaining unit includes homeworkers employed from March 2020 means another group doesn’t even know whether the company’s woefully inadequate 4% ‘final’ offer applies to them anyway!

Accordingly, this week members across both bargaining units delivered a decisive verdict on management’s offer. Within the Capita 02 partnership it was rejected by a staggering 94.9% of those participating in a consultative ballot organised by the CWU. An identical poll of members in the Tesco Mobile partnership saw 93.8% vote against the deal.

Ball in management’s court

Members’ unequivocal ‘rejection of company’s current stance was immediately relayed to management – coincidentally on the eve of the near identical dispute involving TV Licensing members entering mediation at the independent arbitration service ACAS.

Thanking the large majority of members who participated the consultative ballot, and local branch officials for the hard work that contributed to both the impressive turnout and the unequivocal result, Tracey Fussey said: "I’m pleased to say that Capita has already indicated they wish to discuss pay further with the CWU, and a meeting has been scheduled for next week.

"It’s now time for management to wake up and accept they have to address not just the clear deficiency of the 4% offer itself but also the parallel unacceptability of their current refusal to do anything until April for RLW employees who are in desperate straits right now.

"As for the disagreement regarding whether or not our O2 contract bargaining unit includes homeworkers who were recruited during and after the pandemic, it’s simply astonishing that we’re still having this row – especially as our recognition agreement clearly states: ‘For the avoidance of doubt, homeworkers are included in the scope of this agreement’!"

Tracey continues: "Given the fact that we have a serious pay dispute that urgently needs resolving, it defies belief that the company is picking a fight regarding a detail of the recognition agreement that is nonetheless extremely important to our recently recruited homeworking members. They also need the security that a fair pay deal would bring.

"The CWU has made it absolutely plain from the outset that we want to achieve a negotiated settlement to all the issues associated with this year’s pay round that achieves a fair and just outcome for our members – and at this point in time we’re still relatively optimistic that is achievable.

"It’s clearly in no-one’s interest for the current impasse to escalate into a full-blown dispute – but management need to be mindful that, if a negotiated agreement proves impossible, a statutory industrial action ballot is the only next step available," Tracey concludes.

#contactcenterworld, @capitacareers

Posted by Veronica Silva Cusi, news correspondent

About Capita:
Company LogoOutsourcing - delivering measurable benefits to our clients What we bring our customers: Inspired productive people Streamlined administration processes Effective ICT Innovation Improved customer services Supported by our extensive capabilities Comprehensive range of expertise and resources Extensive business centre network Flexible, efficient service agreements and delivery models - onshore, nearshore and offshore
Company RSS Feed   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Disability Laws

Read today's tip or listen to it on podcast.

Published: Tuesday, September 13, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Surveys


Pointel Survey360 is a closed-loop feedback solution designed for business users to create and manage surveys. It is equipped with the ability to capture and analyze data in real-time.

Survey360 provides a competitive edge that improves our customers' business strategy with actionable intelligence. In addition to the details in the surveys themselves, Survey360 enables users to generate interactive reports on demand even without the hassle of coding to interpret their customers' feedback and translate survey results into improvement recommendations.

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th EMEA Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =