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Employee Conduct
–
First and foremost
– Information shared with customers, colleagues, and/or Management in regards to sexual innuendos, hygiene, or explicit or offensive content will not be tolerated within the Office To Go work environment.
– It will not be by any means acceptable for an employee to raise their tone in anger, talk back, or utilize inappropriate language or insinuations towards customers, colleagues, and Management this includes in a joking manner.
– Bradley must be notified immediately in regards to any issues concerning these standards.
The
Employee Notification of Rules Enforcement
1. Queue Report –
Queue report responsibilities are assigned on a weekly basis to established
persons and time shifts. This will be emailed weekly as an employee notice and
posted on the bulletin board. The employee/s scheduled for the assigned queue
report are responsible for its submission. We are a
zero tolerance organization.
2. Flowchart –
Every employee (Senior or New) MUST always have the flowchart open and available
for viewing throughout their shift. The flowchart is an acting guide of
procedures to be followed on every call. Should an issue arise that is not specified
in the flowchart a Manager may be sought after for guidance. If it is
determined that an employee is not directly assessing the flowchart for the
right procedure or processes then it will be determined by Management if
disciplinary action is in order.
a. Escalation formatting and placement
- Before escalating a situation to a
Manager all flowchart procedures MUST be followed. No customer should be escalated
when the procedures needed to be taken are that in which a call center
technician is responsible for, i.e. placing a trouble call or service call.
Only in a situation when it is warranted, the interaction of Management, will
this be accepted, i.e. customer threatens employee, to disconnect, or refuses a
technicians assistance. All employees are responsible for submitting the proper
format for escalations, when warranted, as listed in the flowchart under
escalation procedures.
b. Trouble call formatting and placement
- Trouble
calls should be determined and placed based on the actions taken and suggested
in the flowchart. Formatting should directly relate to the type of trouble call
placed, i.e. Allday call example in the flowchart.
c. Voicemail submission and responsibilities
- All
employees are required to check voicemails at the beginning of their shift as
dictated in the flowchart and when the red light is illuminated on the
voicemail phone. This should be observed every time you walk by the voicemail
phone, including when you are utilizing the printer. If all employees are on a
call this should be brought to a Manager on duty attention. If no Manager is on
duty, messages should be checked at first availability, determined by the queue
being at zero. Also explicit details are listed in regards to the midnight
shift voicemail responsibilities
3.
Schedule Requests – All
schedule requests are to be submitted to schedule@office2go.com.
Schedule requests are handled on a first come first serve basis, and can only
be considered after the
4. Attitude and Conduct – First and foremost call center employees are
required to converse at all times with customers, colleagues, and Management in
a respectful and appropriate manner in matters of business. It will not be by
any means acceptable for an employee to raise their tone in anger, talk back,
or utilize inappropriate language towards customers, colleagues, and
Management. On several occasions customers have been offended by laughter
within the
In case of infractions the following documented disciplinary
actions will be taken:
1.
Verbal Warning (are also
documented in writing)
2.
Written Warning
3.
Suspension without Pay
Employee Notification for
There will be ZERO tolerance for the disregard of the
following rules:
-
NO
third party software will be allowed on ANY
-Skins,
Games, Tools, etc.
-
NO
configuration changes will be allowed on ANY
-
NO
browsing of the internet site www.myspace.com.
-
Violation
for any of these standards may result in, but is not limited to, disciplinary
actions and/or revocation of Internet privileges for all
Employee Notification of
Courtesy
We all occupy a small office, which can be fully occupied
at times. Keeping this in mind please let us remember to follow some of the courtesies
listed below:
Be considerate of your fellow
employees and their personal space at ALL times.
We are a professional
business and should ALWAYS present ourselves as such.
Ø
Keep clothes
clean and professional looking at all times.
Ø
Maintain a healthy
personal hygiene.
Ø
Cologne/perfume/deodorant
in moderation goes a long way in maintaining a fresh work environment.
Maintain a CLEAN work
environment.
Ø
Keep kiosk clean
of debris (dirty napkins, trash/papers, old food cartons, etc.),
Ø
Personal items
should be taken home or placed in a desk drawer at the end of your shift.
Ø
No perishable
items are to be left in the
Ø
Keep floors clear
of debris.
Ø
Flu season is
here and it would be a good idea to wipe down your station before and after its
use.
Be considerate when using
cleaning solvents (Lysol, Pledge, etc.) near your fellow employees.
Ø
Nobody likes to
inhale clouds of chemicals.
Employee Notification of Queue Report
Enforcement
Employees need to understand
that if management receives an alert to their cell phone it means that the
employee/s assigned to the queue report have not done their job and the
employee/s will be held responsible.
·
The queue report
is assigned to a specific person/s of a specific shift.
·
There is also a
back-up person/s assigned to send the queue report except on the midnight
shift.
·
A queue report
schedule is created and posted on the board and e-mailed to employees. Employees
are responsible to know if the queue report is assigned to them.
·
First offense
within a six month period: If the employee/s and back-up employee/s assigned to
the queue report do not send the queue report in time, these employees will
receive a written warning.
·
Second offense
within a six month period: If the employee/s and back-up employee/s
assigned to the queue report do not send the queue report in time, these
employees will receive a 1 day suspension without pay.
·
Third offense
within a six month period: If the employee/s and back-up employee/s
assigned to the queue report do not send the queue report in time, these
employees will receive a 3 day suspension without pay.
·
Fourth offense
within a six month period: If the employee/s and back-up employee/s assigned to
the queue report do not send the queue report in time, these employees will
receive a 1 week suspension without pay.
·
Fifth offense
within a six month period: If the employee/s and back-up employee/s assigned to
the queue report do not send the queue report in time, failure to perform the
duty assigned will result in termination of employment.
We
are a team and we need to work together. Every employee in the
Loss of privileges may
include but are not limited to the below listed:
·
Cable TV Box.
·
TV set.
·
Breaks will be
cut down to two 15 minutes brakes per shift. The employee will take a 15
minutes brake in the first 4 hours of his/her shift and another 15 minutes
brake in the second 4 hours of his/her shift.
·
No media player
devices will be allowed in the
·
The use of cell
phones will be regulated. The employee will not be allowed to use his/her cell
phone in the
These policies are on a zero tolerance
basis.