CalSTRS Meet and Confer
Notice of Contact Center Screen Recording for After Call Work
On Tuesday, August 17, 2021, our Union met with the California State Teachers’ Retirement Fund (CalSTRS) to meet and confer over a notice that CalSTRS will be implementing screen capture and recording for Contact Center After Call Work (ACW). We were able to have an open conversation with management about the purpose and intention of these changes. CalSTRS expressed that this change is moving to be in line with Contact Center Industry Standards.
- Over this fiscal year, CalSTRS will be screen capturing fifty
percent (50%) of all After Call Work (ACW) to develop a better
understanding of what is currently taking place during the ACW
- Coaching will be developed in relation to ACW mode, and the
screen capturing will be utilized to guide this coaching.
- The Handle Time for a call is not expected to change. While there is an expectation to reduce the time of the ACW, the Talk and Hold time may increase to meet the caller’s needs.
We foresee future conversations with CalSTRS on this issue as this is a developing policy change. We suggest every Contact Center employee document any issues that emerge from conducting more of the note taking and research while on the call with the members and share with their supervisor accordingly.
If there are any concerns arising from this change in policy, please contact the SEIU Local 1000 Member Resource Center (MRC) at 866.471.SEIU (7348) or contact the Bargaining Unit 1 Inbox at firstname.lastname@example.org or Bargaining Unit 4 Inbox at email@example.com