Insurance has piloted a new shift working system and is developing childcare
plans in a bid to lower staff turnover in its Cardiff call centre.
insurer has just completed a six-month pilot of new shift patterns, which
eliminates the need for staff to work late.
changes in shift pattern are based on an American model, and along with plans
to introduce flexible child care, are intended to lower staff turnover.
Osborn-Tait, people services manager of Admiral Insurance, explained that it was
an example of a call centre operator introducing progressive working
arrangements for its 1,400 staff, which contradicts the message coming from the
TUC’s investigation into workplace harassment in call centres.
“I’ve been surprised by the TUC’s case
studies that have been cited. It could not be further from our atmosphere,”