Call Centre Committee

Report of the Call Centre Committee

April 2020

Greg Krokosh

The Call Centre Committee met with the employer on Friday, December 6, 2019, but unfortunately, I was unable to attend. One plus of this meeting was that Collections Verification Branch was present for the first time with input on the Debt Management Call Centres. The employer’s obligations under hours of work and shift work, union’s access to reference tools, reading time and off-phone activities, Debt Management Call Centres, T1 filing season readiness, agent tools and Call Centre Agent Assessment Tool were discussed. We also received an update on the telework pilot and the status of the Hosted Contact Centre Service system.

A teleconference was held with the employer on January 22, 2020, for a presentation on the Call Centre Agent Assessment Tool grid and following suggestions and concerns raised by the Committee updated Management Guidelines, Agent Guidelines and the Excel Tool were shared to all call centres on February 24, 2020.

Respectfully submitted,

Greg Krokosh
Chair of the Committee