The Department for Work and Pensions (DWP) has announced that it is to compulsorily transfer 5,000 staff into call centres – which it says are “contact centres”.
If these changes are allowed to happen, our members will become de-skilled and less able to deal with benefit queries. The service to the public will deteriorate.
This is the latest stage in the DWP’s plan to extend the role of contact centres across the entire department.
It will make us more susceptible to privatisation. Members are determined to fight these moves.