Call Centre Committee

Report of the Call Centre Committee

March 2018

Greg Krokosh

The Committee met with the employer (Call Centre Directorate, Assessment, Benefit, and Services Branch) on January 30, 2018 to be advised of their Action Plan in response to the Auditor General of Canada’s audit on Call Centres and the Quality & Accuracy Monitoring and Performance Management in a post Hosted Contact Centre Solution Environment.

On February 05, 2018, the Call Centre Committee again contacted all Call centres to obtain their top two issues following the Report and the briefings they received in response to it. A meeting of the Call Centre Committee was held on the afternoon of February 16, 2018 to set-up the agenda for and to request a meeting with the employer to consult on the concerns received from the call centre locals. This would be the first opportunity for consultation between the committee and the employer.

Respectfully submitted,

Greg Krokosh
Chair of the Committee