JOINT STATEMENT – PARCELFORCE WORLDWIDE AUTUMN PRESSURE PLAN FOR RESOURCING CUSTOMER EXPERIENCE 2020

No: 518/20


For the Immediate Attention of All:


Postal Branches

PFW Regional Organisers

PFW Representatives

Dear Colleagues


JOINT STATEMENT – PARCELFORCE WORLDWIDE – AUTUMN PRESSURE PLAN FOR RESOURCING CUSTOMER EXPERIENCE 2020 – RESOURCING PLAN


Branches and representatives will be aware that over a number of years the department has agreed Autumn Pressure arrangements for the coverage of Parcelforce Customer Service provision. In recent years these have included the outsourcing of workload to a third party to take pressure off of our depot based operations. Discussions have taken place again this year.


While the expectation this year is that peak will increase demand the business believe that a number of factors mean that this workload can be handled in-house this year. Despite the effects of Covid, Parcelforce Quality of Service has been broadly maintained which has meant that the trend towards a reduction in call numbers has continued. In addition, the Covid crisis has led to a significant rise in first time deliveries, which when married to a far higher percentage of Customer Service activity happening on line through the self-service system, Parcelforce believe that the expected call volumes can be absorbed without the need to outsource work.


The revised plan utilises the current call centre sites, which have capacity for additional agency resource while maintaining social distancing as many of our members are currently home working. In addition, the calls will be routed through 4 individual depots (Basingstoke, Bristol, Manchester and Solent) which again have capacity for additional staff.

While the plan is designed to take pressure off of the depots Branches will note that within the depots the plan will not adversely affect earnings opportunities with access to Overtime/Scheduled Attendance and the opportunity for part time staff to increase their hours in line with the normal peak arrangements.


Local discussions at all sites will agree the required resourcing arrangements using all resourcing options and we have ensured that there is a fast track referral to the Regional Operation Manager and Regional Organiser to assist in reaching agreement should that be required.


Given that this is a new process for this year the arr