Call Centers Grievance Supporting Documents

  • Duty Statements
  • Org Chart
  • Training materials such as job aids, cheat sheets about calls, call scripts
  • Screenshot or list of codes used (i.e. breaks, lunch, meetings)
  • Quality assessment/review done with employees
  • Emails sent to employee that addresses work related to the call center
  • Customer Service Surveys
  • Phone system: Standard desk phones, computer telephone integration (CTI), automatic call distribution (ACD)
  • Performance memorandums, corrective actions, awards related to call center
  • Copies of any external or internal webpage acknowledging a call center at your department.

This list is intended as a guide, and is not as a mandatory prerequisite list before the grievance can be filed.

**This list is not exhaustive, and does not preclude adding documents not listed above.**