Amen! You are brilliant. You hit it right on the nose!

I have never been part of a 'union' before working for Cingular, now AT&T mobility. I was employed 9 years ago with At&t Wireless initially. We didn't have the Union then. I was at work everyday and enjoyed it. I took pride in my performance and was recognized for it in many ways. I took pride in my work place. I never abused services available to us whatsoever. I felt like I had job security. I had plenty of training to keep up with new technology and felt appreciated. At&t Wireless was at the top of Fortune 500 'companies to work for' in one printing that was brought to my attention and some other positive feedback reviews for other categories that At&t wireless met with pride . A few years later Cingular had bought AT&T wireless. With that acquisition, many changes came that were detrimental to the work place including customer care and employee morale. Before, I felt like I would retire after putting in my 25 years and never thought about a change in those plans. I was content and it showed through my performance. I was a happy employee. I can promise you I had not felt the lack of stability I do today. Before the union was in place, after the acquisition of At&t Wireless, our turnover rate was roughly 2%. Then changing to a turn over rate of 'through the roof'. That's when the Union came in. For so long by then, I was in 'survivor mode'. I have seen many great care reps be fired or quit for sensless things. I never knew what crazy, sudden, unplanned change in policy would arise to make my job a little more stressful. Twists and turns suddenly changing my work description from one moment to the next. Stress levels have been growing by leaps and bounds since that Acquisition from At&t wireless to Cingular, and it hasn't gotten better now that it's AT&T mobility. From Health insurance changes to attendance policy changes and quality grading expectations as well as 'how to know how to explain and sell our products and services without adequate training. Changes that we were informed of thru last minute emails at times like for certain feature changes, costs and price plan changes that were not updated in our system but instead, referenced via a quick email (stating "Will be updated in 'systems' soon'). Let's hope we have time to read that email too since we are forbidden to sit at our desks before our shift begins or after it ends or during our breaks and lunches but rarely have time to read these emails in between calls obviously. We will usually read them during breaks however, but we know it's a catch 22 and technically can be fired for that. We have any reason to be fired at any time actually. We are set up for failure with rules and policies that clash. In the end, it will be at the discretion of the person who is deciding our fate from behind their desks as to whether or not they will let whatever little 'policy faux pas'(ie; a slip or blunder in etiquette, manners, or conduct; an embarrassing social blunder or indiscretion)go unnoticed, that is, if they do and of course as tho they are doing it as a a favor. Finally our(internal)'systems' are our primary resource for information on our products and services available. It requires quite a bit of navigation and condensing to get to our answer much of the time but is all we have to rely on pretty much. With adequate training, and a little more consistency we wouldn't have to read and research so much while on a call with a customer in order to complete the task. Remind you, our calls are time conscious. They want us to change our way of doing things 'on the fly'. Our abundance of changes is overwhelming and sudden. Our job descriptions are far exceeding what a normal description should be. Our training, tools and resources are not up to par. Some of the 'expected' things to be performed on calls (for points to be given or taken) are so frivolous at times and not necessary (like making sure a customer's name is said 3 times on a call for instance...or to comment on the date we see they last called..Oh and how about needing to verbally advise of the 5.00 late fee for payments that are not received by their due date even tho that's printed on their bill right where their balance is printed.) There are so many little pointless things to perform on a call that it causes a care rep to focus so hard on not forgetting to say or do those things and in the order of expectations set, on a 'timed call' that it actually can cause a lot of 'fumbling and confusion on that call. It takes much of the focus off paying attention fully to the customer and their requested task. It's kind of like the person who's about to walk across a stage in front of an audience and worried that they will fall because they know all eyes are on them, then they do. They know how to walk, but because they are focused so hard on the fact they are being watched, they lose their stride. They are out of their comfort zone. If a person is in their comfort zone, they glide. The Union doesn't necessarily protect the lazy. There are lazy people with or without the Union. But there are those that rely on the Union to help them from unfair practices or job loss. Many people do use the fmla for stress. I know people personally who utilize it and after all, it's an earned benefit. But it's pretty bad that a person is more afraid to show up for work and be fired for something stupid than to stay away from work and avoid that the best they can. Fmla is attractive then. A person shouldn't be so stressed out. People become nervous wrecks. It's unhealthy to work under those conditions. I've thought about it but haven't done it, yet. A person can't just quit and go somewhere else after investing so many years into their company and retirement. They rely on the retirement and benefits that come from good tenure. Credit worthiness and people buying their homes can't just quit. Especially now with the country and economics in dire straits. People are trying to hold on to what they've gained and not wanting to possibly lose what they've worked so hard for. The Union doesn't make employees lazy..it makes them feel more stable. Unfortunately I don't see the union being that strong in my locality but they are a piece of mind to an extent I think. In our line of work, we are expected to 'adapt to change' but it should be reasonable changes and at a reasonable pace. It used to be. I am for the Union, I don't think it protects the lazy..they are there no matter what..but it does help the others that are trying to earn an honest days pay and secure their future the best they can. I haven't heard of this 'fined if you don't strike' threat but I admit it would be unsettling if that's the case.