Capita Member Update

Capita Member Update

Changes to Key Performance Indicators (KPIS) for Team Leaders and Team Managers in Tesco Mobile Care

Prospect have been consulted by Capita regarding changes to KPIS for managers in Tesco Mobile Care. These changes include:

  • A reduction in the number of KPIS from 8 to 6 for Team Leaders and Ops managers.
  • A reduction to talk and call handling time (TCHT).
  • Replacing fantastic four with advisor OSAT (overall satisfaction).
  • An increase to some stretch targets.

The changes are set to go live on August 1st with a 2-month grace period. If you have any questions or concerns you may want to speak to your line manager in the first instance; you can also contact Prospect in confidence via email

Ongoing pay negotiations

You may be aware that Prospect are currently involved in negotiations with Capita over pay rates for 2020. The 2020 negotiations have been particularly difficult, not least because of the current economic climate and the impact of the Covid-19 pandemic. We will keep you informed of developments as discussions continue.

Become a workplace rep

Trade union representatives make a real difference in the workplace by improving workers’ pay, terms and conditions, promoting equality and fairness and ensuring safer working environments. Trade union reps are entitled to paid time off for training and their work as a representative. Prospect provides full training and support for new reps. If you would be interested in becoming a rep or have any questions please contact Paula Lamont via email To learn more about the role you can visit the reps page on the Prospect website.

Prospect exists for the benefit of our members. The more members we have, the stronger our voice. If you have colleagues who are non-members, please share this briefing and ask them to visit