Category 1: Absence Reporting
Q1: What is the required notice period for a Scheduled Individual Leave (SIL)?
A1: At least two weeks in advance.
Q1: What time should employees arrive before their shift to ensure punctuality?
A1: At least 10 minutes before the scheduled shift.
Q1: What makes employees eligible for attendance-related incentives?
A1: Excellent attendance and punctuality records.
Q1: What does NCNS stand for, and what is its impact?
A1: No Call, No Show — it leads to immediate corrective action.
Q1: What does the 2-2-2 rule refer to in customer service?
A1: Each hold should not exceed 2 minutes, repeated up to 3 times maximum.
Q2: Who must approve planned absences for non-regular and regular employees?
A2: The immediate supervisor or manager.
Q2: What does “ready to commence work” mean?
A2: Being at the workstation and prepared to start at the designated shift time.
Q2: What leads to disqualification from attendance incentives?
A2: Excessive lost hours due to absences or tardiness.
Q2: What actions follow recurring punctuality issues?
A2: Progressive disciplinary action, such as counseling or written warnings.
Q2: Why should agents avoid walking while removing headsets?
A2: To prevent disconnections and maintain professional communication.
Q3: Which type of absence must be communicated in advance, excluding emergencies?
A3: Planned absences.
Q3: What can habitual tardiness lead to?
Q3: How is “excessive lost hours” determined?
A3: At the discretion of management.
Q3: Can exceptions to the attendance policy be made?
Q3: What should you ask the customer when you need time to investigate?
Q4: What document is required for any absence due to illness or medical reasons?
A4: A medical certificate from an accredited clinic.
Q4: What are examples of disciplinary actions for lateness?
A4: Counseling, written warnings, or other appropriate measures.
Q4: Who decides if an employee is disqualified from incentives?
A4: Management.
Q4: Who approves special circumstance exceptions?
A4: Management or the immediate supervisor.
Q4: Why is minimizing unnecessary movement during calls important?
A4: To avoid call interruptions and provide a seamless experience.
Q5: What must a medical certificate include?
Q5: Why is punctuality emphasized in the company policy?
A5: To ensure smooth operations and team productivity.
Q5: Why is attendance linked to incentive eligibility?
Q5: What may happen after a written warning if non-compliance continues?
Q5: What does the investigation protocol aim to achieve?