IRC: #boycottnovell @ Techrights IRC Network: Monday, February 21, 2022

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The fact that families are being charged immense sums for their children's education is another unfortunate aspect of the ill-conceived education reform, whose main purpose is to save money on the backs of workers' children.

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Since there is a great deal of uncertainty at this time, we think it would be best for you to contact your child's school to inquire about payment arrangements for the upcoming school year

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The Committee of SUEPO The Hague invites you to an Extraordinary General Meeting (Art. 11.2 and 12.1 Statute) to discuss the SUEPO Action Plan published on the SUEPO websites yesterday.

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The meeting will take place Friday 11 February from 10:30 to 11:30 in SUEPO MS Teams.

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An invitation to the SUEPO MS Team meeting was sent to all members in The Hague today. If you have not received the email please contact us immediately.

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We will explain to you the reasons for the call for action, our demands to the Administration and the planned actions.

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You will be asked in a poll to agree that the decision on the Call for Action be taken by ballot among all SUEPO members next week.

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We are happy to let you know that we re-start our weekly coffee meetings in 2022. Still in virtual fashion, however, the new committee members are looking forward to meet you face to face in a – hopefully not too distant - future when the situation allows us to do so.

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In these meetings we would like to inform you on the most burning issues and get your opinion on it. For the coming meeting these are:

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The consequences of the educational reform for staff in TH

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Salary adjustment procedure: results and what we can do about it

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Status of teleworking guidelines

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But above all, we want to listen to you. SUEPO is nothing but its members, and your point of view matters very much to us.

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pasted from days ago:

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Dear xxxxx,

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I am writing to let you know that I have received a report of an incident that requires me to make a disciplinary note on your HR record.

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Incident Description

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With the addition of the xxx support telephone line to the support team's responsibilities, it was communicated that it was required for all shift support staff to have their xxxxxxxxx telephone line available to ring during every shift. It was further communicated that a specific telephone script was to be used when answering calls received via that xxxx support line (so that a professional service was provided).

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Following introduction of that service, xxxx staff have been 'mystery shopping' on behalf of their xxxx Support client (xxxxxxx), as has the xxxxx Management team. On one such recent mystery shopping call by xxxx, the required telephone script was not used and the overall service provided was regarded as breaching the instructions given to xxxxxx support staff.

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The following is a Summary of the call and report from xxxxx:"On xxxxxx February 2022 at xxxxxxx GMT xxxxx‘mystery shopped’ xxxxx. After nine rings xxxx answered the phone. Instead of answering using the xxxxxx script (easily available at the top of the support xxxxxx chat and on the wiki) and after a long pause xxxxx responded “Hello?” and after a further 2 seconds said “can you hear me?”. At this point xxxxxx informed xxxxxxx it

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was him testing the line. The tone of voice used was not of an alert, confident employee ready to help the customer.To summarise, the call was not answered within the 3 ring policy (a policy which should be long embedded within the support team as it's also xxxxxxx policy), the script was not used despite the constant communications to the support team being issued over the last week and the tone of voice would not provide any confidence to a

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customer calling in for help."

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If you would like to challenge any of the events above, then do please let me know. We always welcome an open discussion with opportunity for staff to freely express their views. Please bear in mind that this may result in a formal disciplinary hearing taking place.

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Outcome

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Can I therefore please ask you to ensure that you take the following steps:

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Familiarise yourself with the xxxxx Support script on your next available shift

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Ensure that you practice this script so that it can become comfortable and professional at all times

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Ensure that you have this available for immediate access on all support shifts (via the link advised above or however works most efficiently for you)

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Ensure that you are able at all times to answer all support calls within the stated xxxxxx policy of aiming to answer all calls within 3 rings.

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Seek support from the management team (via xxxxxxx) if you would like any further support or assistance with call answering technique and professional communication.

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I would obviously appreciate your attention to the above so that we can avoid further incidents like this from occurring. At this time, no further action will be taken but repeated incidents may result in further disciplinary action being required.

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Kind regards,

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