BT Ireland says it is reviewing its work practices, in the face of the threat of industrial action by members of the Communications Workers' Union.
Staff in Ballyshannon and the other two centres across the country are to be balloted after the company allegedly issued new regulations that toilet breaks must be requested, and are being time limited.
BT Ireland, which has sub-contracted the service to Conduit Global says meetings are taking place, and is denying a CWU claim that the service is "publically funded".
BT says each 999/112 call is charged a Call Handling Fee which is set by the Telecoms Regulator and levied on communications companies. The calls are free to the public. The company also claims that all operators were awarded a 10% pay increase last November, backdated to July the previous year.
In a statement today, BT Ireland says over the past number of days, its sub contractor Conduit Global, held additional Employee Engagement sessions in Ballyshannon, Navan and Dublin to directly consult with them on any issues they have about work procedures and practices.
In addition, BT says it is commissioning an independent contact centre expert to review the work practices, their current application, and to make recommendations.
In the event of further threats by the CWU on ballots involving industrial action, BT says it has contingency plans in place to maintain what is a critical service for public safety.