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News : Dundee Call Centre Staff Hit Out at Not Getting 10% Coronavirus Bonus from Tesco

#contactcenterworld, @tesco

Dundee, Scotland, April 7, 2020 -- Workers at Dundee’s Tesco call centre have hit out after they did not receive a company-wide bonus, as the supermarket provider hires 140 new call handlers to help tackle growing demand during the coronavirus outbreak.

Earlier this week, Tesco said all its colleagues in the call centre would be receiving a 10% pay bonus to say thank you for their efforts during the global pandemic.

However, this will not be extended to agency or temporary staff, despite the fact they do the same job as those on permanent Tesco contracts.

One worker told the Tele: "Only staff members who have secured contracts are entitled to this bonus, which is only about 30-40% of people in the centre.

"Even though we do the exact same role and work as hard as them, Tesco really do not seem to appreciate the work we do.

"I do not have a secured contract, however, I have been working for the company for a couple of years.

"The general feeling is frustration most of all – people are having to come into work when their work can be done at home and pose less risk to the individual and their family members.

"The bonus they announced ‘everyone’ will be getting has been a hot topic among all colleagues and the majority think it is unfair and feel discriminated against.

"Even permanent staff feel this is unfair for colleagues who do not have the same entitlement.

"It really is a kick in the teeth when I have to come in and do the exact same job as everyone else during this difficult time and not feel valued for our hard work."

A spokesman for Tesco confirmed the 10% bonus will only be given to Tesco employees, and not to others in the call centre, for example, those employed by an agency.

They added around 80% of the headcount are Tesco employees, and said there are regular opportunities for temporary colleagues to secure permanent contracts every 12-18 months.

He said: "At this challenging time, an unprecedented number of our customers require our help.

"Our colleagues in Dundee customer engagement centre are providing essential support and are doing an incredible job.

"In recognition of this, we announced a 10% bonus on the hourly rate for these colleagues.

"This was part of a wider award made to say thank you to our front-line colleagues who are employed by Tesco.

"Unfortunately, we are unable to extend this to colleagues employed by an agency."

New of the bonus system comes after a second member of staff told the Tele Tesco has hired around 140 new starts, who were all due to begin working from the Dundee office on Monday.

The member of staff brought up concerns over social distancing measures within the office, but it’s understood a limited number of employees remain in the 1000-capacity building.

#contactcenterworld, @tesco

Posted by Veronica Silva Cusi, news correspondent

About Tesco:
Company LogoTesco operates 2,291 stores around the world and employs 296,000 people. The company has grown from a domestic retailer to an International Group through its organic growth program. Tesco has a four part corporate strategy that includes the core UK business, non-food business, retailing services, and international operations.
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Today's Tip of the Day - Repeat Calls

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

Published: Wednesday, April 8, 2020

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2020 Buyers Guide Knowledge Management


Combines knowledge management with call support as continue improvement.

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.


FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246


Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.


Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999


ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918


Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80

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