Employees contact Mobile News as they fear wages will be cut, which the firm denies
Three has opened consultations with its staff over changes to its bonus and appraisal structure that will see a greater emphasis on customer service.
Currently, staff receive a basic salary plus bonus based on the number of phones they sell. However, new proposals being put forward by sales director Amanda Lambert will see employees being appraised on both sales and customer service. The changes will affect around 2,500 retail and contact-centre staff.
A source at the operator stressed that this was the beginning of a consultation and the firm would be listening closely to feedback from employees before implementing any changes.
Some staff have already contacted Mobile News to complain about the forthcoming changes, fearing that wages will be cut, but the operator says there will be no reduction in total salaries.
At this stage, Three would not disclose how customer service would be appraised but said that feedback from individual customers would be a key tenet of the proposals. It is expected the changes will be implemented within the next few months.
Three has placed a heavy emphasis on customer service in recent years after regularly topping Ofom’s figures on the most complained about mobile networks, following the report’s launch in 2011. Measures that were introduced, which included a dedicated complaints management team based in Glasgow, saw the operator replace O2 as the least-complained about network in Q1 of this year.
Three stressed that consultations were at a very early stage and that no firm details had been put in place. However, staff have been told that customer service will become an important part of appraising their salaries.
“Our customer-facing channel teams have a growing reputation for delivering a great customer experience, yet today that is not directly recognised by the way we reward,” said a spokesperson for Three.
“We want to change that, to recognise those who go the extra mile for our customers and incentivise everyone to help make us the most customer-focused brand in mobile. We want to reflect both sales and customer experience. We’re consulting with our teams to design a rewards programme that works for them, our customers and the business.”