Professionalism
Attendance
Prohibited Actions
Call Etiquette
Paid Time Off
100

These are stored for an indefinite amount of time and are audited for content.

Teams messages

100

All unapproved absences are counted as this.

Unplanned time

100

This action, which can lead to a loss of trust and a poor customer experience, occurs when a representative ends a call prematurely.

Hanging up on a customer

100

This should happen as soon as the phone rings to ensure professionalism and a positive customer experience.

Answering calls immediately using the proper greeting

100

Employees can access the comprehensive guidelines regarding their leave entitlements and procedures in this internal resource.

Inside Unum

200

Always lock this when you step away.

My computer

200

Attendance is mandatory throughout these.

Orientation and Training

200

This unprofessional behavior involves the use of offensive or inappropriate language towards colleagues or customers.

Using profanity

200

Following this practice makes sure callers are treated respectfully and know how long they'll be waiting.

Proper hold procedures

200

These type of days off must be used within the calendar year, as any unused days will not be saved for the following year.

Personal days

300

Be mindful of this in your working area.

Sounds and others in your work environment

300

If an employee has an unplanned absence for a full or partial day they must do this.

Call manager and leave vm if no answer and call the employee attendance line

Employee Attendance Line (877) 221-3078

Jeff Miller (423) 294-9416

Devina Codes: (803)-678-5841

You CANNOT text these numbers.

 

300

Vague, rude, or inappropriate language in emails, reports, or conversations could be described as this.

Unprofessional written/verbal communication

300

We should only use this when seeking immediate assistance while assisting a customer but not just to chat with coworkers.

Teams messages

300

Employees are allowed to roll over this amount of their paid time off from year to year.

Up to 40 hours of PTO

400

Never use these to complain or vent about customers or peers.

Emails and IMs

400

Failure to notify management and the Employee Attendance Line of the unplanned absence before 8PM EST will result in this.

No Call No Show

400

This occurs when an employee deliberately misuses system codes to avoid taking calls.

Inappropriate use of phone status codes

400

This function is appropriate for brief interruptions like coughing or sneezing, but should not be relied on for prolonged periods during a call.

The mute button

400

Employees are required to utilize this type of leave to account for absences from work.

PTO or Personal Days

500

It is a job requirement to read these everyday.

Email and IM communications

500

Accruing more than 40 or more unplanned hours within a fixed 12 month calendar year is considered this.

Unsatisfactory attendance

500

This behavior involves engaging in tasks or activities with the specific intent of evading responsibilities or assigned duties.

Call avoidance

500

These types of calls should only be made for specific purposes like addressing dropped calls.

Outbound calls

500

Employees must send their PTO requests to this department for verification.

Workforce Management