BT and the Communication Workers Union have reached an agreement over working practices in call centres, which the two hope will set a benchmark for the rest of the industry.
The telecoms giant suffered a national strike of billing and fault repair call centre staff on November 22, over the use of agency staff and what the union called "heavy-handed management".
Many experts have predicted more strikes in call centres as they become more unionised.
BT has committed to reduce the proportion of agency staff in billing centres from 30 per cent to 13 per cent by April 2000.
It has promised a more relaxed attitude on call-handling times, a review of the criteria for hiring agency staff and greater flexibility with annual leave.