Customer Service Assessment

To:  All Legacy "T" Locals

AT&T has officially notified CWA of the Customer Service Assessment (CSA) which will replace the Customer Contact Simulation 2 (CCSII) and Sales Simulation (SS) tests.  The CSA went into effect on January 1, 2008.

Attached you will find three documents regarding the Customer Service Assessment Test.  The first is notification to the Union, which explains the test and grandfathering treatment for employees who had the former tests on their ATS Profile.  The second document lists the titles which may require segments of the CSA, and the final is the Testing Information Pamphlet.

During our discussions with the Company, we raised many concerns.  We believe that more titles should be grandfathered on the Sales portion of the CSA and that we have people doing collections who should be grandfathered on the Collections module.  They have agreed to address these issues and respond to us by the end of the first quarter of 2008.

AT&T is looking to standardize testing across the corporation.  They believe this test to be a "best practice", as it has been used by the former SBC for many years and is currently being utilized by all regions except Bell South and Wireless.  This assessment will be conducted by trained and certified AT&T employees.  The purpose of the test is to assess job candidates for a minimally-acceptable threshold level of skill who can be trained to perform the job. 

As this is an additional basic test, employees may not call the ATS Service Center to schedule the test.  You must be a candidate for the position and then you will be offered testing.  If you have taken the CCSII or Sales Simulation in the past and failed, you do not have to wait six months to be eligible for this assessment.  We look forward to hearing about employees' experiences as they take the test.

The Company expects to have the grandfathering process in ATS completed by January 31, 2008.  If you are an employee who is entitled to grandfathering, we suggest calling the ATS Service Center at 800-662-6629, after February 1, 2008, to request a copy of your profile so you can verify the accuracy.  Questions regarding this test and ATS should be directed to Mary Ann Alt.  She can be reached by calling 202-434-1493, or by email at malt@cwa-union.org.

In Unity,

Lois J. Grimes-Patow
CWA Representative

Mary Ann Alt
ATS/ARS Coordinator

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