06-06-2018

AlmavivA Contact, Quality plan for Palermo

Presented to the trade unions today at the Sicilian Regional Authority Headquarters

Palermo, 6th June 2018 - The quality plan for restoring productivity and relaunching the competitive capacity of the Palermo call centre was today presented by the President of AlmavivA Contact, Andrea Antonelli, over the course of the scheduled meeting with the Trade Unions at the Sicilian Regional Authority Headquarters, in the presence of Employment Councillor Maria Ippolito.

The plan of action for efficiency, quality of the service and productivity, in line with the binding commitments made by the Company and Trade Unions under the Agreement of 23rd May 2017 and confirmed by the agreement signed on 15th May this year at the company headquarters, is part of the Employment Agreement proposed by AlmavivA Contact in recent days, which also includes turnover growth, a reduction in welfare support measures and the full restoration of all wage packets.

In the course of today’s meeting AlmavivA Contact illustrated the courses of action for the Project, which has a three-phase structure: performance analysis, shared evaluation and identification of critical areas, performance quality training and retraining courses.

The Quality Plan, which responds to the need to recover the productivity deficit by upgrading centre efficiency in order to guarantee its sustainability, anticipates the active and purposeful involvement of the employees and a support role played by the trade union representatives.

After analysis, the process will progress through individual meetings with the dedicated “quality official”, regardless of hierarchy, in which performance data will be analysed to highlight strengths and areas requiring improvement. After the efficacy of the actions has been assessed, preparatory training courses for the achievement of efficiency and quality standards will be devised and scheduled.

This innovative quality development project will guarantee every possible safeguard in terms of employee profiles and privacy, as the individual data recorded cannot be used for disciplinary purposes, nor to identify any potential candidates for promotion.