Call Centre Committee

Report of the Call Centre Committee

March 2019

Greg Krokosh

The Call Centre Committee and Brother Shane Obrien met on February 12, 2019 to prepare for a meeting with the employer regarding the Call Centre Agent Assessment Tool (CCAAT). Due to the snowstorm and the employer’s indication that CCAAT would be released nationally on February 14, the meeting was changed to a teleconference. The Committee had serious concerns over this tool being used as part of performance management with the sample size being statistically insignificant and the employer’s decks indicating that recourse was not available when it is.

A communique was produced to send to the Call Centre Locals outlining the committee’s concerns once the employer had released it but to date, they have not.

Respectfully submitted,

Greg Krokosh
Chair of the Committee