Please see the attached report from a meeting with Senior BSD Management.

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The following is an extract from the report:

Fixing a finish at 6.30pm

 Members on telephony are needed to clear the calls received before the close of the service lines at 6pm and processors are needed in case of hand-offs. However, once the calls are done, both telephony staff and processors are free either to go, or to stay until 6.30pm. The cover up to 6.30pm is designed to deal with customer demand at this time. So far this week all the calls nationally have been cleared by 6.15pm.

 How do I know when calls are finished?

 Processors scheduled until 6.30pm should be able to leave when calls are finished. The principle of a 6.30pm finish is being there when the customer needs us. Once calls are finished, there will be no further hand offs and staff should be able to go. GEC reps have asked the employer to establish a means to let processors know when calls are finished. BSD management will come back with proposals as they believe this should be straightforward to arrange.