Another complaint from the union members was the fact that although BT employed 8,000 staff in all of its call centres, there was almost as many agency staff employed as union members. They felt that BT deliberately employed this tactic because agency staff are not entitled to the same pay, pension and redundancy rights as the permanent unionised employees...
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These problems caused the employees a great deal of stress, which resulted in high levels of absenteeism, high staff turnover and even musculo-skeletal disorders in some cases (Financial Times, 30th Nov., 1999). One such case even resulted in 13 employees taking legal action against BT over health complaints (Darby I...
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