Minutes of the Call Centre Committee Meeting

SUMMARY OF DISCUSSIONS:

Before meeting with the CRA in the afternoon, the UTE committee met in the morning to discuss our agenda items (below) and to ensure that the action items on subjects raised by Local Presidents at their September conference were included.

The committee also discussed emerging issues.

AGENDA:

• Review prior minutes
• Items we have submitted and who will speak on these with the employer
• 100-day plan and campaign
• Review employer’s agenda
• Roundtable

DISCUSSION ITEMS:

1. Morale

• Requesting an update on the plan that was presented previously, as no action has been observed to date.

2. Vacation Denials

• Ongoing complaints regarding a high number of denials.
• Clarification requested on process and criteria being applied today.

3. WFM Agent Status

• Agents are unable to correct their own status if it is set in error. With today’s technology, this capability should be feasible, and it would reduce unnecessary frustration while improving accuracy in reporting.        
• Numerous complaints have been raised.
• The purpose of agent states is to ensure accurate time tracking and statistics—not to be unnecessarily rigid.

4. 100-Day Plan

• Status update on progress.

5. Resource for Resource (R4R)

• Is it possible to establish a national support line instead of only local coverage?
• Currently, some days only one person manages the line, leaving no coverage if they are away.

6. THG Updates

• Many agents are reporting challenges in accessing information.
• Simple updates (e.g., marital status changes) are spread across multiple locations, making processes inefficient.

7. Screen Recording

• Requesting an update on implementation progress.

Confirmation that it will remain limited to training purposes, as originally intended.

8. AI Usage in the Call Centre

• Which AI tools are currently in use in our Call Centres?
• Concerns/rumors about AI being developed to assess agent performance and identify call deficiencies—clarification needed.

9. ARNI Agents

• On March 6, management advised that ARNI agents would have a mix of phone and other inventory duties.
• Members are reporting they are now on phones full-time, treated like call centre agents, subject to call listening, and not receiving the 5 minutes off-phone. Clarification required.

10. Forms / 1-800 Numbers

• Noticing removal of call centre 1-800 numbers—what is the reason for this change?

11. SP05 Trainer Position (SP0836)

• Concern: New team of SP05 facilitators (5 positions) replacing the current Training and Learning team (SP04s).
• Issue: Staffing appears insufficient to meet both training and coaching demands at the Contact Centre.

12. SP05 Quality Evaluator (SP0835)

• This position appears to primarily involve current QE staff from QMS, with responsibilities still focused on performance assessment.
• Concern: AF scorecard weighting (22.5%) and peer-to-peer performance assessments contradict collective agreement principles.
• Suggestion: Consideration should be given to assigning SP06 designation.

13. Duty to Accommodate

• Ongoing concern with long wait times for accommodation processes.

14. Budget Coverage

• Clarification requested on whether there are plans for the West to be considered a “closing call centre.”

15. Member Access / Onboarding Presentations

• At the last meeting Management acknowledged this as a regional issue and agreed to revisit the messaging. Has this been done?

16. DMCC

• Were the 2 additional teams created, in which office?

17. Re-Hire

• Protocol was it developed?

18. OHS psychological health

• How will management fit this in with the development and delivery of the Call Centre wellbeing plan for the call centres?

Meeting adjourned