Brian Oldford
The Call Centre Committee had a meeting with the employer in the afternoon on October 7th.
We discussed “standing items” such as Staffing, the Perm/term ratio of employees at each ABSB contact centre worksite, updates on the DMCC (Debt Management Call Centres), continued work on the Accountability Framework for the ABSB contact centres, and we focused on the dire and atrocious under-staffing situations at the call centres across the county.
Before meeting with the CRA in the afternoon, the committee met in the morning to discuss our agenda items and to ensure that the action items on subjects raised by Local Presidents at their September conference were included. Prior to the meeting with the employer, the committee also discussed emerging issues.
When meeting with the CRA, UTE presented and discussed concerns about the following eighteen (18) workplace issues:
Morale, Vacation Denials, WFM Agent Status, the 100-Day Plan, Resource for Resource (R4R), THG Updates, Screen Recording, AI Usage in the Call Centre, ARNI Agents, Forms / 1-800 Numbers, the SP05 Trainer Position (SP0836), the SP05 Quality Evaluator (SP0835), Duty to Accommodate, Budget Coverage, Member Access / Onboarding Presentations, DMCC, Re-Hire, and OHS psychological health.
The meeting also continued our ongoing discussion about the changes in systems and technology platforms used by the CRA to “manage” call flow and handling.
The completed formal minutes of the CRA/UTE meeting should be posted on our website as soon as they have been delivered to us by the CRA.
This Union of Taxation Call Centre Committee meets on a regular basis dealing with the many different changes happening with our members.
Respectfully submitted,
Brian Oldford
Chair of the Committee