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Call Center House Rules 2024

rulle for call center

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33 views3 pages

Call Center House Rules 2024

rulle for call center

Uploaded by

eladiodigitalcustom
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Call Center House Rules:

*Call Center Representative Must Strictly Adhere to the following: *


Electronic Devices:
• Phones – Are NOT allowed in your immediate work area; Non-
compliance is a HIPAA violation per our MDHS contract.
• You can use your cell phone during your breaks and lunch time for personal
matters.
• Your cell phone can be kept nearby and/or across your workspace in case of
technical issues, emergencies or any immediate communication needed with
leadership.
• Also, the use of any other electronic devices that have cameras, Bluetooth or
that can transmit any signals or have the use of a SIM card will NOT be
allowed in the call center.
• No cameras or any recording devices are permitted.

Time Management:
• Please adhere to your FULL schedule.
 EX: A 9:30am to 6:00pm shift you are available at 9:30am and
you clock out directly at 6:00pm; Not signing in a minute later;
Not signing out a minute earlier.
We must uphold our Service Level.
• It is highly recommended that you arrive at least 10 minutes prior to
your scheduled shift time in order to triage any technical issues and to
make sure you are prepared for your shift.
• It is imperative that you arrive to your shift, breaks and lunch on time.
• Lunch is 30 minutes; Breaks are 10 minutes (2). Lunch and Breaks should
be taken at the time determined by your Supervisors and/or Team Lead.
• Bathroom breaks must be requested via Teams; Bathroom breaks should
not exceed more than 5 minutes unless there is a unique exception if so,
please report and communicate with leadership accordingly.
• You must report via Teams communication that you have returned from
your breaks, lunch, bathroom breaks, etc.
Computers:
• All computers and the contents thereof are property of The net.America
Corporation. No games. videos, movies or unauthorized
website/downloaded content are allowed on company computers. Be
warned and notified that The net.America Corporation has all rights and will
view any content on their computers.
• You are responsible for maintaining your equipment in pristine
conditions while it is in your possession.
• You must return the net.America equipment upon separation from the
company. The company will contact you and provide instructions to be
followed. Failure to do so could result in legal actions taken by the company.
Call Center House Rules:
*Call Center Representative Must Strictly Adhere to the following: *

Voice Levels:
• Please maintain a private and secure workspace that does not interfere with
your phone calls / work. As well as NO loud outburst, background noises
or the use of profanity. We must keep in mind that all conversations are
recorded, and the background noise and conversations can be picked up in
the call recordings.
Work At Home area:
• Mandatory Internet Speed of 80Mbps or higher.
• No full meals are allowed during your available time.
• Proper call center snacks are permitted such as:
 Dry snacks – trail mix, nuts, small crackers, etc.
• ALL drinks MUST have a proper top/lid.
• No Excessive clutter.
• There is NO use of pen & paper in the call center.

Proper Teams Etiquette:


• ALL Agents are required to be on video during their shift. If a unique exception is
needed, please communicate with management. You will turn off your video during
breaks, bathroom breaks and lunchtime.
• You must be fully visible from the shoulders up, in a business casual manner during
the entirety of your shift.
 Inappropriate dress code during the Teams meeting is not allowed.
EX: No spaghetti straps, camis, tank tops, tops with graphics,
head wraps, bonnets, scarfs, hats, hoodies, no sweat suits or
workout gear, see through attire, etc.
• You must have the proper audio settings in place to hear/listen to all Team
communication.
• You must be attentive to the breaks and lunches channel, so you don’t miss
your break or lunch.
• No personal conversations will be carried on during Teams sessions;
ONLY the need of the business will be discussed.
• Bathroom breaks request must be sent to all Supervisors and Team Leads in
the proper channel.
• Technical difficulties must be reported with NO exceptions either by email
or phone depending on the type of technical issues. This includes equipment
issues, software issues (Nextiva, Teams, CSM, etc.), internet and/or power
outages and missed calls.
• ALL AUX codes changes are instructed per leadership. You cannot
change your AUX code without a Supervisor or Team Lead’s consent. In the
case you are requesting a restroom break and there is no response you may
report it on teams and change your AUX code (for no longer than 5
minutes).
Call Center House Rules:
*Call Center Representative Must Strictly Adhere to the following: *

Attendance:
• Attendance is imperative during your time in the MDHS project.
• Starting from Training, ALL agents are required to attend fully, no
absences, no call outs. Unique exceptions will be accommodated per
management is needed.
•
• Mondays are blacked out days throughout the year (if a Holiday lands on a
Monday, then the blacked-out day will be that Tuesday).
• Each agent is expected to work his/her agreed upon shift. All Leave
requests should be placed at least 2 weeks in advance on the proper leave
form for the date you requested to be off.
• For doctor’s appointments please notify as far in advance as possible to have
proper coverage.
• Please call to notify us of any tardiness or last-minute emergency
callouts, failure to call or report can result in a disciplinary action up
to termination.

Employee Signature: ________________________


Eladio Mendoza Date: ____________
8/28/2024
Print Name: Eladio
________________________
De Jesus Mendoza Escalona

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