Improvements to Connect me KPIs welcome

Tuesday, 17 July 2018

Important improvements to Connect me KPIs have now been agreed following discussions over the past six months between the Finance Sector Union and ME Bank management.

A big thank you is extended to the many Connect me staff who provided valuable feedback and to the management representatives who listened to staff views. Working together with the FSU has helped all of us have a stronger voice.

So what happened?

ME Bank and FSU have agreed that consultation can be done better. In particular, the parties resolved the following issues.

Unpaid leave KPI for team leaders

This KPI has been removed. We are advised that team leaders and staff are all welcoming this change. If you are not happy with your return to work conversations with your manager, please contact one of your FSU Representatives listed below.

Average call handling time

There have been some instances where system, phone and hardware issues have adversely affected AHT performance. Management have now confirmed that logged IT issues are taken into consideration when evaluating performance.

Call quality KPI change from 60% to 85%

Both staff and management personnel are pleased with changes to call quality. The average is now 85%.

Training on consultation for team leaders and staff

The FSU has been assured that consultation in the future will be carried out in a way whereby staff will be given the opportunity to understand the changes to their KPIs.

Staff will be given a timely opportunity to provide feedback for management to take into account before changes are rolled out.

Want to provide further feedback?

If you want to provide further feedback please feel free to speak to any of your FSU Representatives: Yvette-Maree Marcelle, Karl Linden, Lloyd Bissell, Rose Clements, Miranda Sellings, Kristine Zarb, Sarah Coughlan and Scott Dare or FSU Organiser Sharon Sanchez.

Not in the union yet?

Your voice is important! You can join your executive team and colleagues already in the union by clicking on the green “Join FSU” button top right of this page.

Authorised By: Julia Angrisano, National Secretary

Authorised by Julia Angrisano, National Secretary