CSR Handbook of Policies
ATTENDANCE
Absences
An employee is deemed absent when he/she is unavailable for work as assigned/scheduled and such time off was not scheduled/approved in advance as required by department notification procedure.
- Emergency – due to emergency or unexpected cause
- Sick Days – due to illness or doctor’s note
Tardiness
- Fails to report for work at the assigned/scheduled work time
- Leaves work prior to the end of assigned/scheduled work time without prior supervisory approval.
- Takes an extended meal or break period without approval
AWOL (Absence without Official Leave)
- 1 day of Absence without notice = Termination
- Send notice of absence or late arrival through Slack or email at least three (3) hours before shift starts. If the reason for absence or late arrival is due to an internet connection issue, send an SMS or call the manager on duty.
- Half day absence should also be advised as that of a whole day duty. (Three hours before shift)
- Tardiness of two (2) or more hours will be considered as half day duty.
LEAVES
In line with the company’s continuing efforts to further improve and address the general welfare of its employees, the Vacation Leave and Sick Leave will be provided to employees to give them time to recuperate in times of illness, allow time for rest or to attend to personal matters.
Vacation Leave: paid time off of work for personal activities.
Sick Leave: paid time off of work during periods of temporary illness and period to recuperate.
Emergency Leave: any leave other than Vacation Leave, Sick Leave, Maternity/Paternity Leave, Bereavement Leave which requires the immediate attention and indispensable presence of the employee and for which advance application for leave cannot be done.
Coverage
This policy covers all regular employees
Entitlement
Regular Employees: Employees who have rendered at least 4 months of service.
All regular employees are entitled to paid Sick leave and Vacation Leave.
Manager: 6 days paid sick leave and 12 days paid vacation leave every year
CSR Representative: 3 days paid sick leave and 6 days paid vacation leave every year
Availment:
Vacation and Sick leave credits will be available for a period of one year from January 1 to December 31 of the same year.
Vacation Leave (VL):
1. VL (maximum of 5 consecutive days) should be filed through an email and approved by the immediate superior of the employee 14 days before the actual availment of the leaves.
2. Disapproved VL if pursued by the employee will be considered AWOL and will be dealt with accordingly.
3. Employees going on long leaves shall turn over tasks to the person designated to handle the tasks in his/her absence.
4. If one manager takes long vacation leave (2-more days), 2 managers should be on (applicable to weekdays only)
Ex. Georgie is on leave Wednesday, Thursday, Mitch's Wed RD will be moved to other days when Georgina is on.
Sick Leaves (SL):
1. Sick leave privileges are to be extended to injured and sick employees upon certification by a private physician that said the employee is incapable of reporting for work due to illness or injury.
2. The employee has to file the incurred sick leave immediately upon return to work. Failure to do so will mean non-charging to the SL credits that therefore results in salary deduction.
3. Absences for three (3) consecutive days or more due to sickness shall require a submission of a duly-certified and signed medical certificate. If the employee is not able to submit a medical certificate, the absence will not be charged to Sick Leave and will result in leave without pay where corresponding deduction to salary to the nearest payroll period will be affected.
4. No SL shall be credited to an employee while he/she is serving suspension or when he is on VL without pay.
Emergency Leaves:
1. Unplanned absences that are not related to medical/health/sickness condition of the employee shall be charged to the available VL credits provided that it is filed immediately upon reporting back to work as approved by the manager; failure to file or late filing of emergency leave will mean deduction from the salary in the nearest payroll period.
2. If the employee has no available credit, the Emergency Leave will be without pay as approved by the manager.
Accruals
CS Managers
Employees accrue sick leave at the rate of 2 every four months equivalent to 6 days for 1 calendar year. In the same manner, employees accrue vacation leave at the rate of 4 days every four months equivalent to 12 days for 1 calendar year.
Employee also accrue 1 fully paid half day work every month.
CS Representatives
Employees accrue sick leave at the rate of 1 every four months equivalent to 3 days for 1 calendar year. In the same manner, employees accrue vacation leave at the rate of 2 days every four months equivalent to 6 days for 1 calendar year.
Commutation
Vacation Leave credits if unused may either roll over to next year as full day vacation leave or be converted to 2x half day vacation leaves depending on the employee’s choice and is subject for approval depending on the staffing and volume of calls and emails.
Vacation Leave credits, if unused within the year, will be converted to 2x as many, full paid half-days. So if there is 1 Vacation Leave unused, it will convert to 2 full-pay half days.
Sick Leave credits, if unused within the year, will be converted to 2x as many, full paid half-days. So if there is 1 Sick Leave unused, it will convert to 2 full-pay half days.
SCHEDULE
1. The succeeding week’s schedule will be posted every Thursday of the current week.
2. Employees may change shifts with co-employees as long as the reason is valid and agreed by both parties. A formal request for swapping must be submitted to the superior through Slack or email for approval. Request deadline is every Tuesday of the current week.
WORKING HOURS
- All employees are expected to be logged in at least five (5) minutes before the start of the shift
- All employees are required to render eight (8) hours of work per shift. All employees will be given a 1 hour meal break per shift and 2 15-minute coffee breaks. The shift and scheduling of breaks will be determined by the assigned superior.
- Employees are expected to perform overtime as needed. An overtime pay will be given corresponding to the overtime work done.
ACCOMPLISHMENT REPORT (EOD)
Accomplishment Report (EOD)
The CSRs are required to submit a short accomplishment report at every End of the shift (EOS) or End of the day (EOD) whatever the length the shift may have been. The report will show the following details which will be validated and included to effectively measure the performance:
Definitions:
Total Number of Tickets Closed - count of ALL the tickets closed in that category alone. Including refund/non refund tickets
Total Number of Non-Refund/General Inquiry Related Tickets - all tickets that did not require processing of any kinds of refund
Total Number of Tickets Issued a Partial Refund - all tickets issued 50% refund (See partial refund policy)
Total Number of Tickets Issued a Full-Refund (excluding shipping costs) - all tickets issued 100% refund less shipping cost. For infuriated customers that aren't asking for a "full refund" or a specific amount to be refunded back to them
Total Number of Tickets Issued a Full-Refund (including shipping costs) - all tickets issued 100% return of funds. Customers who specifically ask to be refunded in full
Total Number of Tickets Issued Refund Push Backs - tickets where customers disagreed with the 50% partial refund and would either like a refund for the full amount minus the shipping costs or including the shipping costs. This will pertain to orders or items that customers wanted to cancel however the package has already been shipped out.
-Send a summary of your productivity in our #cs-shift-check-in slack channel
Aircalls <Brand Name>
Calls received:
Calls answered:
Summary of the Categories per ticket type (official and approved):
Emails:
Total Number of Tickets Closed:
Total Number of Non-Refund/General Inquiry Related Tickets: #
Total Number of Tickets Issued a Partial Refund: #
Total Number of Tickets Issued a Full-Refund (excluding shipping costs): #
Total Number of Tickets Issued a Full-Refund (including shipping costs): #
Total Number of Tickets Issued Refund Pushbacks: #
Total Number of Tickets with Cancelled items (Unshipped)
Total Number of Tickets with Cancelled items (Shipped & Refunded)
Total Number of Missing Items Tickets (Refunded)
Total Number of Missing Items Tickets (Re-ship)
FB
Total tickets closed without automated replies:
Total tickets closed with automated replies:
Aircalls <Brand Name>:
Other Shift Notes:
-
Report for each will depend on whatever you closed. Specify product first prior to type of ticket e.g.
Other shift notes can include other activities you made related to the tasks, trends noticed, or concerns/escalations needing immediate attention.
DAY END TAGGING REPORT
The CSRs are required to submit the day end tagging report.
An MS Excel File that contains ticket dispositions and specific information.
Sample Tagging:
TIME ENTRIES
No Time In/ No Time Out. If the employee was not able to check-in/out in the correct channel, consideration will be given. First activity in any of the systems will be considered as the time in while last activity recorded will be considered as time out.
SALARY
1. Payday is every week.
2. Employee’s salary will be calculated on the total hours worked during the period.
INCENTIVES
1. Perfect Attendance Incentive – An employee will be entitled to receive a bonus of $15 if no tardiness and absence are incurred for the month. Sick Leave and Emergency Leaves will be counted as absences while Vacation Leave will not be counted against the employee’s attendance.
2. Hitting All Target Incentive - An employee will be entitled to receive a bonus of $10 if all Metric Targets from all channels were hit.
3. Top CSRs of the Month – Based on the scorecard ranking, a bonus of $15 and $10 will be given to the Top 1 and Top 2 respectively.
HOLIDAY RULES
Philippine Holidays are being adapted for 4am CSRs.
1. For Christmas Eve, Christmas Day, Easter and New Year’s Eve and New Year’s Day, employees who will work will be paid additional 50% of the daily rate. No work, no pay.
2. For other Philippine holidays that fall on a weekday, employees will be required to work half of the shift (4 hours duty, no break) and get paid 100% of the daily rate.
3. For other Philippine holidays that fall on a Saturday, employees will be required to work half of the shift (4 hours duty, no break) and the option to change that 1/2 shift to a different rest day.
4. List of Philippine Holidays:
SUPERIORS
1. There are managers on duty every shift to attend to any problem. Employees should report any problem to the manager immediately.
2. The managers are responsible for the entire team. Employees must acknowledge his/her authority at all times.
PERFORMANCE TARGETS
The weekly target is not equal to the daily target combined. This means that daily, you have to close tickets more than the target. If you fail to hit the target one day, you can make up for it on the next day. No memo will be issued if the weekly target is met.
PERFORMANCE REVIEWS
Employees will be evaluated based on their day-to-day performance. Performance reviews will cover the following parameters:
· Attendance, initiative, and effort
· Knowledge of work
· Attitude and willingness
· Quality and Quantity of work
Results shall be consolidated and discussed with you as deemed necessary.
A scorecard will be generated every month.
A. A. Full-time employees: Failure to pass the scorecard 1 month after the training will be subject to termination.
A. B. Part-time employees: Failure to pass the scorecard 2 months after the training will be subject to termination.
TERMINATION OF EMPLOYMENT
Termination is done through the issuance of a memo and Termination Order.
All the employees’ access to the company’s tools will be deactivated and removed.
The last pay will be given within 3 days after dismissal or on the payout day, whichever comes first. *The company reserves the right to terminate an employee if deemed of acting in bad faith towards the company for any reason whether it’s for a pattern of bad faith behavior or a one-off.
TABLE OF INFRACTIONS AND SANCTIONS
ATTENDANCE, CONDUCT/BEHAVIOR ON PERFORMANCE OF DUTY, DISHONESTY AND OTHER FRAUDULENT ACTS
CLEANSING PERIOD
An employee’s record of offense will be cleared or reset after 6 months if no infraction of the similar offense was committed.