Call Center Scheduling Causes Canadian Cannabis Call Center Agents to Unionize

The call center is the hub of customer service operations, from mundane questions, to irate customers and complicated queries, it takes a lot to keep all systems go. One of the largest hurdles for call center management is call center scheduling, as we’re seeing this sort of squabble play out with some of our neighbors to the north.

Call center workers for the Ontario Cannabis Store announced that after a vote, they will be joining the United Food and Commercial Workers (UFCW) Union of Canada – one of Canada’s largest unions. At the heart of the decision was call center scheduling issues.

Specifically speaking, the call center workers sought out union support to address concerns over lack of hours, a lack of consistent scheduling as well as just cause protection and job security. The Ontario-based call center agents are the first to unionize in the cannabis arena. Seeing the UFCW produce results in the United States and Quebec Cannabis workers, the fit felt natural.

Call center scheduling does not need to be a herculean task, and with turnover rates what it is in the cal center it’s crucial to value employees through action. Whether that’s gamified incentives, like bonus or prizes, or job protection, employee engagement is key in delivering exceptional customer service.

Is call center scheduling an issue for you?

Edited by Maurice Nagle