Call Centre Committee

Minutes of the Call Centre Committee Meeting

January 22-23, 2015

In attendance:    Jamie vanSydenborgh      Chairperson - RVP Southwestern Ontario
                           Ken Bye                            RVP, Greater Toronto (Co-Chairperson)
                           Jonathan Matte                Presidents Representative
                           Kent MacDonald               Staff Advisor                                                      

1. Review of Last Minutes (July 17, 2013)

The Committee reviewed the previous minutes. A spelling mistake was noticed, Brother MacDonald will ensure the minutes on our website are corrected.

2. Discussion Committee Terms of Reference

The committee discussed it’s Terms of Reference. Using the format of other committees Terms of Reference, the Committee developed a Terms of Reference that Brother vanSydenborgh will submit to the March Executive Council for approval.

3. Discussion on Committee Logo

As the Ad-Hoc committee did not have a committee Logo, the committee was sent a suggestion from the Communication Committee Staff Advisor to consider. The committee discussed a possible logo and came up with a concept. Brother MacDonald will submit  the committee’s idea to Sister Duncan to see it can be done.

4. Review of PSAC Call Centre Survey Results

In 2006 the PSAC, in cooperation with York University; conducted a survey of its call centre members. In 2014 the PSAC decided to conduct another survey. The survey was an online survey direct at its 6000 members working in call centres, of which approximately 2900 are UTE members. The intent of the survey was to see if there was any differences in the responses from the 2006 survey.  706 members responded to the survey with 270 being from UTE. Below is the provincial breakdown:

PROVINCE

Responses

Total Membership

%

British Columbia

12

329

3.6

Alberta

41

554

7.4

Ontario

96

1243

7.7

Quebec

61

402

15.1

New Brunswick

49

148

33.1

Newfoundland

11

258

4.2

Nationally

270

2934

9.2

The survey did show a decreased  in the overall job satisfaction with working in call centres from the 2006 survey

Our members are feeling more stressed, more micro managed, feeling more like second class compared too there colleagues in the TSO.

The 2014 survey will be discussed with the Locals at the upcoming March 2015 meeting.

5. March Presidents  Conference – Call Centre Locals Meeting

The committee discussed the agenda for the March Presidents conference meeting. Firstly Brother vanSydenborgh will communicate with Brother Campbell that the meeting should include ALL members attending from the Locals that represent call centre members and All of the Executive Council. Secondly Brother vanSydenborgh will send out an email to the Locals that represent call centre, suggesting, if bringing an observer to this conference that they consider bringing their Call Centre Contact as an observer. Also, ask then to be prepared to discuss the current irritants or concerns from their call centres.

The draft agenda will be as follows:

PSAC Survey Results(Power Point Presentation)
Information on the PSAC Call Centre Committee
PSAC Call Centre Action Plan
Outstanding Irritants and Concerns from the Locals
Roles and Responsibilities of Call Centre Contacts

6. Roundtable

  • PSAC CALL CENTRE ACION PLAN

The committee looked at the draft PSAC Call Centre action Plan. The next meeting of the PSAC Call Centre Committee is February 24, 2015 and the Action Plan is on the agenda. Once the PSAC finalises the Action Plan, our committee will discuss what is required of UTE and the Locals to implement the Action Plan. The committee is hoping this information will be available for our March meeting with the Locals and Executive Council.

  • Roles and Responsibilities of Call Centre Contacts

The committee discussed and developed  “Roles and Responsibilities of Local Call Centre Contacts”. This will be distributed at the March meeting. The intent is to provide a clear understanding to the Locals and their contacts what is required of the individual who gets selected from their local to be the Call Centre Contact. 

The meeting adjourned at 3:00 p.m.