Our members in BT Retail's contact centres have been telling us of some of the difficult issues that are facing members in that part of the business. At the same time, you will be aware that the union agreed with BT a new approach to the company's performance management system to take effect from 1 April 2010 (i.e. the current performance year).

Consequently, we have therefore put together a questionnaire in which you can tell us what you feel are the major issues confronting you in your work as a contact centre manager. The questionnaire contains a number of different sections; the one on performance management is part of a major survey of all our members right across BT. This looks at the performance management system so far, the ratings that you have been awarded and your views about some of the principles under which performance management operates in BT.

We would very much hope that you will fill the survey in - it will add greatly to our store of knowledge of what is happening across the range of current issues in BT Retail's contact centres and will be of great assistance in shaping our response with the company. The general results will be shared both with members and with BT. Do encourage your contact centre manager colleagues also to complete the questionnaire - the more returns we get, the better our knowledge and the more successfully we can represent you.

If you do not work in a BT Retail contact centre, please accept my apologies: there is no need to complete the questionnaire.

You can find the questionnaire on the right hand side of this page. The survey will remain open until 28 March when it will be closed for analysis, but we would be happy to have your response as soon as possible!