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January 21, 2019
Call Center Stress Survey
Posted On: Nov 14, 2017

Survey on Call Center Stress

November 14, 2017

TO:                 District 6 Local Presidents

FROM:           Sylvia J. Ramos, Assistant to the Vice President

Dear Local Presidents,

Vice President Cummings and I strongly urge your attention to the notice sent below from CWA District 7 Vice President Brenda Roberts seeking participation in a new survey of CWA's call center membership. Vice President Roberts is overseeing and coordinating the work of CWA’s Customer Service Committee to not only help improve job quality but also help with setting priorities for bargaining, mobilization and further research.

We encourage each local to participate in this important effort by customizing the sample email to members provided below Vice President Roberts' message and sending it out to your local membership. The link to the survey is provided in the sample email and attached here. It is estimated to take only 10 to 15 minutes to complete.

Thank you for your attention to this important call for participation and we look forward to the results to learn more closely about how we can improve the job quality of our valued call center membership throughout District 6.  



October 31, 2017

Dear Local Presidents,

I am excited to announce that we are launching a new survey of CWA’s call center membership to identify sources of stress and ‘best practices’ that help improve job quality. The survey is being conducted by Professor Virginia Doellgast of Cornell University, in collaboration with CWA.

We ask that you share the survey with your membership and encourage them to participate. Below this message is a sample email to members with the link to the survey. The survey takes 10 to 15 minutes and can be completed on a computer, smart phone, or tablet.

We will also use our national email database to notify members about this survey.

We hope to have participation from every local that represents call center members in order to get a representative sample covering all employers and regions. Some of you have already learned about the survey as part of the Customer Service Week of Action – thank you for helping get the ball rolling!

We will be conducting the survey for at least four weeks and then Cornell will analyze the responses. The results of the survey will be shared with you and will help us collectively set priorities for bargaining, mobilization, and further research.

Please direct any questions or feedback to Nell Geiser (, 212-530-4757) or Professor Virginia Doellgast (, 607-255-5381).

Thank you for your help in making this important initiative successful!

In Unity,

Brenda Roberts
Vice President, District 7


Subject: Survey on Call Center Stress

Dear CWA members,

Please take a survey to help CWA learn about the causes of stress for call center members, and what we can do to improve job quality. CWA is partnering with Cornell University Professor Virginia Doellgast to conduct this scientific survey.

Here is the link to the survey:

The survey takes 10 to 15 minutes and can be completed on a computer, smart phone or tablet.

We need all members to participate in order to make this successful. Thank you for taking the survey and encouraging your coworkers to do the same.

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