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 Home Get Active Successful Organising
Call Centre success28 July 2006One of the most remarkable recruitment stories in Usdaw has to be the Crosby home shopping site in Merseyside where despite massive reorganisation, company mergers and changing work patterns, Usdaw reps continue to sign up new members by the hundreds. The site, once part of the Littlewoods empire, is more than 70 years old and employed around 4,000 in its catalogue heyday. It is now part of the Littlewoods Shop Direct Group and trades as Optimum Contact Solutions Limited. The building is a mix of the old and the new and while it has seen huge changes over the years, plans to move to a new site are still being considered with a decision expected by February next year. In total around £70 million is planned to be spent on sites dotted around Merseyside in the next two years. Crosby is the biggest call centre in the group with around 1,400 staff, most of whom are members of Usdaw. The site receives around 150,000 calls a week. On-site convenor Sue Lanson leads a team of 10 hard-working reps who over the last 12 months have recruited 500 new members into the union. When the sister-site at Aintree, itself the subject of an £11m investment, is factored in, the branch is responsible for 1,900 members. “The staff are predominantly women, around 90 per cent are part-time,” said Sue. “We also have a lot of agency workers here many of whom are taken on for 8 or 13 week stints. We also have students who work at weekends. These aren’t the easiest of recruiting circumstances, but with a well-thought out strategy we’ve made real progress.” Sue and her team set to work last year when membership at the site was slipping. Area organiser Dave Gill was heavily involved. “With all the changes going on in the sector and the large influx of agency workers we had a lot to do,” he said. “However, the team of reps were determined to put it right.” A series of training courses were held for the reps’ team on how to recruit at inductions. Almost immediately membership started to increase. “Sue and her team have done a great job,” said Dave. “They are expert at induction recruitment which is clear from the phenomenal rise in membership. Once again the Crosby site is leading the way.” Sue has been convenor for just over three years. and has worked at the site for 19 years. “Thanks to Dave, who negotiated a check off facility with agency company Adecco, no matter how brief a time a worker is employed being a member of Usdaw is made very easy. Many of these staff go on to transfer to Optimum after 13 weeks. We ensure every member of staff is spoken to. Our reps cover all the different sections and shift patterns. The team can call on years of experience. We’re like a big family here.” In 1993 the branch won the national recruitment award and won it again in 2004. Members currently enjoy, staff discount, family leave, and canteen facilities. The learning centre has also taken off in the last 12 months where, in conjunction with the local college, members can access language and IT courses. A pension scheme is also available. Because of this the site attracts staff who have worked in other call centres where the terms and conditions are far less favourable. “We compare very well,” said Sue. “Staff here who have worked elsewhere will tell you that where the union is not present some call centres are like modern day sweat shops with 100 per cent surveillance, an oppressive working environment, and a very poor employment package.” The reps enjoy a good working relationship with the site management. “The company is good at sharing information,” added Sue. “We have a national forum and receive regular updates which are very useful. It’s important to get the overall picture of the sector, which is under massive pressure, but here in Crosby staff are still being taken on.” Talks are set to start on a new package of terms and conditions as the two businesses merge. “Everything has changed in home shopping,” said Sue. “Forms have been replaced by telephone orders which account for 90 per cent of the business, the other ten comes via the internet. “Once upon a time morning shifts were the busiest that’s now changed to the evening shift. Interestingly the phones are very quiet when the TV soaps are on.” The branch is clearly in very good health. There is a steady stream of long service awards and on-site meetings keep everyone informed. Crosby is a relaxed but productive site and one which the reps can be very proud of.
Company profile• Littlewoods Shop Direct Group is the UK’s biggest shop @ home retailer with annual sales in excess of £2.1 billion. • It employs more than 21,500 staff. • Littlewoods Shop Direct Group was formed with the merger in 2005 between Littlewoods Limited and the mail order division of GUS. • It sends more than nine million catalogues to its customers. • These include: Additions Direct, Marshall Ward, Kays, Choice, Great Universal, LX, and LEM.More at: www.lwsdg.co.uk Contact Details Media and Communications Department Ph: 0161 224 2804 Fax: 0161 248 8588 communications@usdaw.org.uk  Printer Friendly Page  Email to a Friend
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