Local 640 Membership, New Call Handling quality form- Recently it was announced that call handling would be using a new quality form and a pilot program would be initiated using that form. It is our understanding that the intent is to offer feedback using the new form over the next couple months. In a recent meeting the company made us aware it was their intention to start using this form in June after the pilot. Union leadership immediately expressed concern regarding a June date to actually initiate call quality noting that our system (SAP) is still full of flaw hindering us from performing certain tasks. While we recognize that some items have been fixed after training, a LOT has not plus new items are still preventing us from performing at our best. During recent discussions the company made certain commitments that were promising for the future quality programs. Here is a couple. 1. Members will no longer have to guess what they did wrong on a call when marked off. The quality/performance lead committed that clear notes would be on each quality form in the future. Let us not forget this was a huge concern in 2012 as on most occasions we would just be marked off and a supervisor would have to clarify what error was made causing days of frustration while the sup and quality team calibrated to determine why a certain ding was issued. 2. We raised concern regarding our membership Catching Waves. On most occasions the company sends us updates to training in the form of Catch the Waves. This is a jumbled mess of emails that we receive. If updates are made to training documents, we should have a 1 to 1 comparison as it relates to our training manual. Meaning, when an update is made on Ida or to training material a Unit and Section number should be referenced. Wouldnt it be nice if they sent out updates and referenced what part of the training manual was being changed? This would mean that we could pull old and outdated information out of our books and replace it by Unit and Section number so that we are always “In the KNOW.” The company committed to better communicating updates to training documents as well. Since a new quality form was announced today this is a perfect opportunity for us to show how we work as an organized Union. How do we do that you ask? This is an opportunity for all members to make sure concerns are sent to supervisors, in writing, on how certain system errors and glitches hinder us or slow us down in any way. The thought that should be in our minds during this time is...How does this system error make my job more difficult or slow me down in any way? It is of great importance that we express concerns because we all know at some point the management team is going to try to substantiate quality scores and handle time. NOW is the time to speak up. Our Billing and Collections managers have not yet announced a plan to use a new form or to initiate a pilot quality program. It is equally important in these departments that we sent concerns to our supervisors starting now. Please copy a Union rep in on your emails to the company if possible. Our Union works better when we all work together. Annual Financial Reports- Recently we compiled and delivered all necessary documentation including bank statements, check copies, card statements and otherwise to our accountant so that they can report on our annual LM3 and 990. These reports show a picture of what funds came in and went out for 2013. The LM3 is due March 31st and the 990 is due 05-31-14. We plan to file early on both reports.
Posted on: Tue, 18 Mar 2014 12:58:01 +0000
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