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The curious case of the BONUS not a bonus August 24, 2011

Posted by eddiefitz in Bonuses, Carphone Warehouse, Kelvin Close, News, Pay, Preston, Stanford House, Targets, Warrington.
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Apparently a bonus cant be paid on insurance selling or saving a cancellation because of FSA rules. Fair enough so far, (if that is the case), because it is “incentivising.”
BUT when the employee doesn’t save enough insurance cancellations then 10% of the employees overall bonus is affected and can be lost.

But, hang on, IF bonus on selling insurance is banned because it is incentivising, then isn’t NOT Saving insurance also incentivising if it is part of the overall bonus conditions?

If you are affected or can shed light on this curious rule then please get in touch


Green light? Red card more like… December 9, 2009

Posted by tomcwu in Bonuses, TalkTalk, Targets.
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A Carphone Worker correspondent at Preston has got in touch to let us know about the latest change with massive consequences for take home pay…

Another issue with the talk talk ‘green light authorisation’ process has occurred this week with no prior warning and massive consequences for individuals bonus. They have scrapped the process for green lighting adherence for 15 minutes or less meaning if you are stuck on a call and go on your break 14 minutes late it will show you as not adhering to your breaks, thus potentially putting you out of adherence and risking part of your bonus. Everyone is concerned about this as it could have massive implications.  I have tried to talk to my manager about this but as usual been given a pre programmed ‘I don’t care ‘ response.

STOP PRESS!  Further update from our correspondent:

I found out this afternoon after further questioning that they have reduced our adherance target 2% now (what I work out to equate to about 10 minutes from 95 to 93%, still only giving you approx 35 minutes leeway, ten minutes late for a break puts you 20 minutes out on your schedule!) and claim this will account for any changes.  This is rubbish as we always have a queue so unless you are lucky enough to have all your calls end exactly when your break starts you have no chance of logging out in time unless you ‘fudge your stats’  i.e., claiming to need to call the customer back in ten minutes, droping the call or deliberately making yourself over 15 minutes out.   This will have a massive impact on customer service also and could leave employees falling foul of quality guidelines etc.

Want to do something about this sort of thing?  Get in touch…

Briefing for CPW CSA workers – bonuses and targets August 17, 2009

Posted by tomcwu in Bonuses, Carphone Warehouse, Stress, Targets.

Download a PDF version of this briefing here

Do you work in CPW Customer Support or Fanatical Support?  This matters for you!

Several people who have been at this company for years, people who are respected as workers, have walked out the door.  Everyone says, “this used to be a great company to work for…”  Most people are looking for another job.  Lots of people are stressed, off sick, or getting headaches.  Some workers are taking home several thousand pounds less a year than they were a couple of years ago, even though they’re doing the job better. (more…)

Adding insult to injury… August 13, 2009

Posted by tomcwu in Bonuses, Shops.

Shop workers tell Carphone Worker that some of them have lost up to £3,000 a year as a result of the changes to the bonus structure. But never mind!  It’s a selling point!  Carphone Worker saw this on a spare copy of Metro earlier today:


0% tact
100% solutions imposed from above

We’ve reported on the changes before (see here).  Since then, a couple of shop workers have contacted us.  Jay tells us that:

per contract CPW gets anything between [£] 350-600 and it’s even more on Orange as the network continues to share profit long term with CPW. £100 and £200 quoted are only GROSS NOTIONAL MARGIN assigned to each store when they make a sale.

… so apparently the company has even more margin to play with than we first thought.  And Paul says:

the company are proposing to offer 37.5 hour contracts to all ‘customer consultants’ which essentially means they’re doing away with our paid dinner breaks , not that many of us actually get one!!! Point is this will be the eqivalent of another £2500.00 pay cut. Now they say this will be voluntary but we all know the disgraceful way this company operates. I would urge all retail staff to join the union post haste and help us to help you get the respect, dignity and salary you deserve. Its got be worth the few quid a month membership fee.

TT home movers: workers speak out together… July 27, 2009

Posted by tomcwu in Bonuses, Preston, TalkTalk.
1 comment so far

38 workers in the Home Movers department (TT Operations) in Preston have signed a letter to TT OPs Customer Service Manager James Snellgrove, asking for a meeting.  The workers want to talk to Mr Snellgrove about a series of concerns, including bonuses, targets, holidays, and performance management.

In particular, workers are concerned about changes in the bonus structure which make their bonus payout dependent on the statistics relating to the Service Level Agreement.  Because this is in turn affected by how much work is coming in, it is not something that the workers have any control over: however well they work, if more work in total comes into the department, they may still lose their bonus as a result.

The 38 workers put their names to the letter, which was also signed by CWU branch officer Glenn Slater.  In total, 40 of the 50 workers in the department had the chance to sign the letter: a very strong signal.  The letter was handed to Mr Snellgrove on Friday 17 July.

Carphone Worker hears alot from workers who aren’t happy with changes that have been made, in particular when bonus structures or shift patterns are changed in ways that don’t take them into account.  If all workers spoke out together, maybe we’d be able to do something about it.    The Home Movers workers have taken an excellent step in this direction.

‘New deal’ hits shop workers hard July 10, 2009

Posted by tomcwu in Bonuses, Pay, Shops.

Shop workers are set to be hard hit by changes to the commission structure. For many, it could mean a reduced take home packet of several hundred pounds. Never afraid to dress an attack on terms and conditions up in glossy management speak, the company is calling this the New Deal. Here is a picture of workers during the last ‘new deal’ (which was in the USA in 1930s, also during a recession).


Oh, great.  We’re hearing shop workers around the country are angry, and rightly so.  One worker contacted Carphone Worker to say,

CPW’s debts has already been paid back by Buy Best and in the garb of credit crunch CPW has curtail the commission which is unjust. Now on every contract they get £100 and if goes with the insurance then £200 and what actually does the person who sells the contract get?  only £6.40/hour…

So the question everyone’s asking is… what can we do?

Basically, we need to get organised.  We know some people are talking about striking, but it’s pretty hard to strike unless you’ve got some form of organisation: it’s the sort of decision workers need to take together.  The danger is that we let this slide, and then people come to accept things as just how they are.  So:

  1. Get in touch with us.  Call Tom on 07894 461713 or email tdale@cwu.org
  2. Speak to others about the need to get organised and do something.  Find others willing to get involved.
  3. Join the union if you haven’t done already

Shop workers do not have to accept this!

Target changes in TT WiFi and 2nd line – what’s the score? April 15, 2009

Posted by tomcwu in Bonuses, Pay, Preston, TalkTalk, Targets.

Q: When is a target not a target?

A: When you’re not supposed to hit it!

OK, it’s not very funny.  It’s even less funny if you work at Preston’s TalkTalk WiFi and 2nd Line Broadband  department.  Since – appropriately enough – April Fools Day, they’ve had their target structure change, with the probable effect that many workers are looking at losing a significant chunk of take home pay every month – perhaps up to £50 a month, equivalent to £600 a year.

Local CWU officer Glenn Slater who has also been advising workers in Tech Support has produced a briefing for the WiFi and 2nd Line Broadband.  Read the WiFi/2nd Line briefing here.