Abc Contact Enterprise Agreement: Section 1-About This Agreement

ABC CONTACT ENTERPRISE AGREEMENT
Section 1- About this Agreement
1. TITLE
This Agreement shall be known as the "ABC Contact Enterprise Agreement (VIC)".
2. DEFINITIONS
Key terms defined in this Agreement are set out in section 10.
3. COVERAGE OF THE AGREEMENT

3.1 This Agreement will cover:
a) ABC;
b) Employees employed at the Enterprise and engaged in the classifications set out in Section 11 of this Agreement;
and
c) The National Union of Workers 833 Bourke Street Docklands Victoria 3008;
d) The Rail Tram and Bus Union 365 Queen Street Melbourne Victoria 3000; and
e) The Australian Services Union Ground Floor 116 Queensberry Street Carlton South, Victoria 3053 (together
collectively "the Union").
3.2 This Agreement does not cover employees not covered by the classifications set out in Section 11 of this
Agreement.
4. OBJECTIVES
4.1 This Agreement aims to support an efficient and effective workplace committed to working towards the following
objectives:
a) provide for a sustainable, competitive and profitable business;
b) create a co-operative, flexible, fair and productive work environment that enables us to meet the current and
changing needs of our customers;
c) enable us to attract and retain high quality and motivated staff
d) ensure our workplace supports a culture of performance, innovation and continuous
e) improvement which provides for reward and recognition of high performing Employees; and
f) Establish an environment that fosters development opportunities and career paths that align with organizational
and client needs.
In addition, this Agreement supports ABC's values of innovation, accountability, client focus and team work.
5. PERIOD OF THE AGREEMENT

This Agreement will commence 7 days after the date the Agreement is approved by the FWC and shall have a
nominal term of 3 years from that date.
6. RELATIONSHIP TO AWARDS AND THE NES

This Agreement operates to the exclusion of all awards (including the Award) and agreements that may apply now
or in the future to ABC in respect of its Employees. No term of this Agreement will operate to exclude the NES or
any provision of the NES or be detrimental to an Employee in any respect when compared to the NES.
7. NO EXTRA CLAIMS
ABC and the Employees agree that they will not pursue any extra claims made in relation to employment
terms and conditions for the life of this Agreement. This includes any additional wage claims. This clause
does not prevent an Employee from raising a personal grievance or requesting a flexible working
arrangement. For the avoidance of doubt, implementation of provisions of this Agreement does not
constitute an extra claim. ABC’s intention in relation to wage increases during the life of the Agreement is
set out in clause 13 of Section 2. This clause 7 does not in any way take away from Sal mat's intention to
negotiate with its clients increases in rates of pay for Employees as set out in clause 13 of Section 2.
8. COPY OF AGREEMENT
ABC will make a copy of this Agreement and a link to the NES available for Employees to access via the
ABC Intranet.
9. RENEGOTIATION
Where a majority of Employees wish to bargain for a new Enterprise Agreement after the nominal expiry
date of this Agreement, Sal mat agrees to meet with Employees and/or their representatives to
renegotiate a new Agreement.
Section 2- Wages and Allowances
10. RATES OF PAY
Ordinary Hourly Rate of Pay

The Ordinary Hourly Rates of Pay, for all Employees classified within the classification set out in Section 11
and for work within core hours (6.00 am to 8.00 pm, Monday to Friday), are as follows:
Classification Minimum Hourly

Customer contact trainee $20.82
Customer contact officer 1 $21.54
Customer contact officer 2 $22.70
Principal customer contact specialist $24.77
Principal customer contact leader $26.55
Contract call centre industry technical associate $28.70
11. SUPERANNUATION
ABC will make superannuation contributions in accordance with the Superannuation Guarantee
(Administration) Act 1992. Contributions will be paid into either ABC’s superannuation fund, or another
complying fund nominated by the Employee by completing the standard choice of fund form.
12. PERFORMANCE BASED VARIABLE PAYMENTS

12.1 ABC is committed to service excellence and supports a workplace culture that provides for due
reward and recognition of employees. We recognize that our people are crucial to delivering successful
service outcomes to our valued clients. Employees may be eligible to participate in ABC's variable
performance based payment scheme as varied at ABC's discretion from time to time to reward
Employees for achieving nominated service delivery outcomes. Such payments will be dependent on
achievement of individual, team and contact centre performance measures and will be payable at ABC’s
discretion.
12.2 Performance based payments may vary across individual contact centres. Individual performance
based variable payments do not form part of any arrangement, contract or agreement with the Employees
including this Agreement and disputes cannot be brought under the disputes procedure in clause 34 of
Section 9 regarding ABC's variable performance based payment scheme, including ABC's decision on
performance based payments and key performance indicators (KPis). In the event that a payment is
made in accordance with this clause, there is no expectation that any further payments will be made to
the employee in accordance with this clause.
12.3 Where an Employee is eligible to be paid a performance based variable payment, ABC will
provide the Employee with notification of the KPis relevant to the performance payment incentive scheme.
12.4 If there is a need to change KPis or the incentive scheme, where practicable, ABC will first
discuss the change with affected Employees with a view to explaining the nature and reason for the
change at least 14 days prior to the commencement of the proposed change. The parties acknowledge
that changes to KPis or the incentive scheme will be required from time to time in order to reflect the
commercial arrangements with ABC's clients and the needs of ABC’s operations, including, for example,
contracted service levels. Any changes to KPis or the incentive scheme will be at ABC's discretion.
Changes to KPis or the incentive scheme may be made with less than 14 days' notice by mutual
agreement or where a change is caused by the needs of Sal mat's client.
12.5 In order to promote productivity and assist ABC in providing a high standard of service delivery to
its valued clients ABC and the Union shall meet within 12 months of the commencement of this
Agreement to review existing performance based variable payments with a view to promoting operational
excellence.
12.6 Without disclosing any Employee's individual information, such review shall consist of but not be
limited to:
a) what percentage of Employees, by campaign, received a performance based variable payment in the
previous 12 months;
b) the average performance based variable payments paid to Employees by campaign and what percentage
of the on-target amount this represents;
c) the relative difference each gender receives by campaign;
d) without revealing the identity of any individual concerned, the largest and smallest payments within each
campaign; and
e) Any other matters the parties mutually agree will be relevant and useful for the purposes of the review.

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ABC CONTACT ENTERPRISE AGREEMENT

Section 1- About this Agreement

3. COVERAGE OF THE AGREEMENT

5. PERIOD OF THE AGREEMENT

6. RELATIONSHIP TO AWARDS AND THE NES

Section 2- Wages and Allowances

10. RATES OF PAY

Ordinary Hourly Rate of Pay

Classification Minimum Hourly

12. PERFORMANCE BASED VARIABLE PAYMENTS

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