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Office Policies

Office Policies FUN

Matthew Tower

on 29 September 2015

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Transcript of Office Policies

Consumer Mass Markets , Inbound Sales & Care, You Can, El Centro, Retention Channels & Regional and National Credit Queues. Office Policies and Procedures 2015

The purpose of having and communicating office policies and procedures is to ensure that employees understand how the office operates. Understanding the policies and procedures helps all of us:

•Focus on our job so that the customer comes first.
•Achieve a smooth, simple and effective operation to help us grow our business profitably.
•Ensure we all behave and work ethically and with integrity.
•Work in clean and safe work environment.

The policies and procedures are subject to updates and changes based on the needs of business.

The policies and procedures are in effect going forward and remain in effect until the next coverage occurs.

The expectation is that employees understand and follow the policies and procedures. Failure to comply may result in disciplinary action up to and including dismissal.
Annual Coverage Acknowledgment Form


Your Annual Coverage today included the previous policies and procedures.

Do you have any questions or need further clarification on this information?
_________ Yes_________ No


Please sign this document (which designates coverage on all items listed above) for placement in your personnel file.

Employee SignatureDate

Hours of Operation, Schedules, & Time Reporting:

The hours of operations may change as business needs change and customer requirements change.

•Each employee is expected to review and adhere to their schedule.
•Employees will receive their own schedule via TotalView.
•Employees must keep TotalView on their screen, in the background, throughout their shift.
•As changes are made to a schedule, an Alert will show up on the screen. Employees must acknowledge schedule changes when Alerts appear.
•TotalView will send a pop-up reminder 5 minutes before any scheduled event.
•Employees are expected to be at their work station at the start of their shift and working during their scheduled work time.
•Start times should be reviewed before the end of your shift for the following day.
•Working outside of your scheduled shift is not permitted unless you have received prior management approval or are completing a call at the end of your shift.
•When mandatory overtime is scheduled, employees are expected to work the overtime. Not working the mandatory overtime will be treated as a performance issue.

Callout Procedure:
Employees who are not able to work their schedule (absence or tardy) must complete the following tasks and can not have others call in for them unless there are emergency circumstances:

•Call the Resource Allocation Specialist desk (RAS desk) 844-238-8218.
•Contact your coach and or trainer via phone.
•Contact CenturyLink Disability Services (QDS) 1 800-729-7526 if the absence may be related to FMLA or Short Term Disability.

Time Reporting:
All time worked, including overtime, must be accounted for and paid. Failure to code time worked correctly will be considered a violation of our corporate policy. Work that is done prior to the start of your schedule or during scheduled off periods like lunches or breaks must be reported so it can be paid. However, failure to get prior permission may result in discipline.

We have designated break areas for employees on breaks, lunches, or not on the clock. You must not be at your desk or on the production floor before the start of your shift, during a lunch or break, or after your shift.

Start of Tour:
Log on to your computer at the scheduled start of your tour or overtime, which ever comes first, immediately putting your system to “Auto-In” status or "open" and avialable. You should do this before doing any other work tasks or logging into any other system.
You are not allowed to perform any work functions prior to the start of your tour or prior to logging on to your computer.

Breaks and Lunches:
•Select the appropriate Lunch/Break activity from the Avaya drop down menu at the scheduled start of your breaks and lunch.
•Select Auto-In when returning to your desk after taking your break or lunch.
•Breaks and lunches MUST BE taken away from your desk and off the work floor.

Training & Meetings:
•Select the appropriate Meeting or Training activity from the Avaya drop down menu when you go to such activity.
•Select Auto-In when you return from that activity.

End of Tour
•Log off at the scheduled time for the end of your tour when you leave for the day. If a customer contact extends beyond the end of your tour, complete the call and record the additional time as incidental overtime.
•Each employee is expected to properly shut down their computer at the end of their scheduled shift.
•Employees must report any and all approved overtime in Web Station/ TotalView.
Payroll Validation:
•Employees must validate hours worked; and assumed schedule for payroll accuracy, for each current and prior pay cycle via the online tool.
•When validated, this acknowledges that:
Your time card completely and accurately reports all time worked, including overtime, regardless if authorized, up through validation with expected schedule in current pay cycle. All meal & break periods have been taken, unless otherwise shown as time worked on "time card".
•Failure to validate your time card may result in discipline up to and including dismissal.
•Inaccurate time cards and any related questions should be reported to a manager or RAS manager.
•Employee is responsible to report and validate any changes to assumed schedule by reviewing previous pay cycle and notifying RAS Manager.
Customer Interactions:

All CenturyLink Mass Markets employees should demonstrate the Unifying Principles in all customer interactions. In all situations we will treat our customers with respect.

Unacceptable Behaviors/ Gross Customer Abuse:

•Talking down to a customer.
•Using profanity with a customer.
•The intentional talking over, or cutting off a customer.
•It is not appropriate to hang up on a customer. In the event of an irrational customer, you need to immediately involve your supervisor or member of management.
•Inappropriately transferring a customer to another department.
•Misrepresent the cost, characteristics, or qualities of products.
•Add products & services without an authorized customer’s approval.
•Please note… This list only includes a few examples & is not all encompassing.

Gross Customer Abuse actions may result in immediate disciplinary action up to and including dismissal.
Required Phone Process and Procedures:

Phone Procedure:
•The Avaya Soft Phone system is the official office time clock and will be used for the purpose of monitoring time for attendance, tardy, breaks and lunch.
•The soft phone system is designed to count all inbound and outbound calling that is done regardless of function.
•Both individual and total-center productivity metrics are negatively impacted if employees do not follow the phone procedures.

Call Handling:
•Only answer calls from the Avaya phone system, unless otherwise directed by the RAS or management. See a coach/supervisor for exceptions.
•Answer calls on the “zip tone”
•Do not tamper with the phone system to avoid taking calls (i.e. camping on transfers or onto a recording).
•Display “one call resolution” or FCR behaviors.
•Brand with CenturyLink, state your name, use any directed scripting, and offer help.
•Do not transfer calls back into the queue to be handled by another consultant.
•You should never provide your personal cell phone number to a customer. Customers must be given the company provided voice mail number if VMS is to be used.
•Company provided voice mail should only be used for approved business purposes and must only be accessed when on company time.
•Phone status must be in, “Auto - In” at your designated scheduled open time.

Second Line Usage:
•Employees are expected to select “Closed” from the drop down whenever making an approved outbound call.
•Only make outbound calls for company business.
•Never place a customer on hold to answer your second line.
•Never make personal calls from your second line.

Use of Mute Key on headset:
•Do not use the mute key as a hold. Mute key should only be used for short pauses (i.e. coughing, sneezing or clearing your throat). Be aware customers may be able to hear you when your headset is on mute.

Personal Phone Calls:
•Emergency calls can be made at manager positions with manager or RAS approval.
•All personal phone calls are to be handled and made on breaks or lunches away from your desk and off the production floor.
•If you have an emergency or exception, see your Coach/Supervisor.
•Personal calls are not allowed from Company phone equipment such as the desk phone system. Personal calls may be made in the break area from the designated break phone.

Friends and Family Policy:

Accessing your own account:
Employees, whether occupational or management, must not access their own account or an account where they are an authorized or responsible party for any reason. Never access your own account in any system.

Accessing friend, family member or co-worker accounts:

The CenturyLink Code of Conduct, Privacy of Communications section, states:

You may not access your personal account, or an account on which you are an authorized or responsible party, through CenturyLink's nonpublic Systems for any reason. You may access the account of a friend, family member, or co-worker only for business purposes and only if you have written approval from your supervisor. Improper access includes, but is not limited to, issuing credits/adjustments, making payments, changing information, or entering a System or application without a legitimate business reason.

Please see the code of conduct book for more detail. If you ever have any questions about this policy, please see a manager in the center.

Supervisors must not ask a subordinate to access the supervisor’s account under any circumstances.
Personal Devices and Conduct:

Mobile Devices and Laptops:
•Mobile and Smart Phones, pagers, PDA’s, laptops and wireless devices are expected to powered off during scheduled work hours so as not to interfere with our customer focus and productivity.
If a personal emergency arises, please notify a coach to help you.
The RAS desk number should be provided to others as your work emergency contact number. The above devices can only be used off the production floor.

Music & TV’s (capable connected devices):
Personal media devices are not permitted on the production floor.
•Music must not distract from customer conversation and must be kept at a low volume. Customers calling into the queue, as well as your co-workers, must not be disturbed or distracted by what you are listening to.
•You are responsible for maintaining a professional and productive work environment. Therefore any personal reading items (books, magazines, web capable mobile devices, etc), hand held games, or any other non work related activity should not be open or should be powered off at your work station.
Maintaining a Professional Work Environment:

•Keep the noise level in your work area to a minimum. Noise is very distracting to your peers and to the customers who are calling in on the phone.
•Treat our customers, internal and external, with courtesy. You are a representative of the company and need to conduct yourself in a professional manner.
•Never blame another department or person for a problem. You should always conduct yourself as we are One Team across all departments.
•The office conversation should be professional at all times whether talking to customers, other departments or among your peers. Profanity is not acceptable in the work place.
•Treat one another with respect. Should a disagreement occur, immediately seek a manager’s assistance to intervene. Voices should not be raised; there should not be any yelling. Threatening or intimidating behavior is a code of conduct violation.
•Conversations or any printed material of a sexual nature are not acceptable in the work place.
•Everyone is responsible to practice pluralism in the work place. Pluralism is promoting and respecting a workplace that has distinctive ethnic, cultural and religious diversity. .
•If a friend wants to join you for a break or lunch, do not have that friend meet you at your desk. Meet in the break room or away from the production work area.
Maintaining a Clean, Healthy and Safe Work Environment

•Beverages in spill-proof containers are encouraged. Keep all beverages away from computer keyboards. In the event of a large spill, please report to a manager or the facilities hotline @ 1-800-201-7033.
•Work Stations should be kept neat and organized with minimal personal items. Please keep papers organized and or put away. All personal items are to be brought at your own risk. CenturyLink will not be held liable for any missing, broken or damaged items. Follow the Code of Business Conduct on what is appropriate to display.
•Be sensitive to those around you regarding work environment issues. The wearing of colognes, use of aerosol products can trigger allergic reactions in some employees and cause health risks.
•Personal hygiene is the basic concept of cleaning, grooming and caring for our bodies. While it is an important part of our daily lives at home, personal hygiene isn’t just about combed shiny hair and brushed teeth; it is important for worker health and safety in the workplace. Workers who pay attention to personal hygiene can prevent the spread of germs and disease.
•Employees should not move any computer equipment or accessories, office furniture, cabinets, tables, lamps, without manager’s approval.
•Employees should not change or tamper with the lights in the ceilings.
•Report all problems with faxes, printer, copiers, lights, bathroom, and kitchen to your manager or the facilities hotline @ 1-800–201-7033.
•No food will be left in individual waste bins.
All food that has not been eaten must be disposed of in the break room garbage bins.
All food wrappers take out containers, drink containers must be disposed of in the break room garbage bins. These bins are emptied every night.
•Documents with customer information should be properly disposed of in the shred bins.

Dress Code:
We have agreed that employees should dress in a manner that is appropriate for the job they are performing. Attire should be guided by the work functions and customer contact associated with specific job duties. In addition, there are certain standards of attire:

• Casual attire is the general standard for all office environments.

• When employees are representing the Company to the public and customers, there may be additional requirements beyond the general standard.

• Appropriate footwear is required at all times.

• In any work environment, the following should not be worn: athletic shorts, cutoffs, halter tops, tube tops, muscle shirts or any other type of apparel mutually agreed to by the Company and the Union.
Internet Access Policy:

CenturyLink communications and computer systems are CenturyLink's property and are not private. You do not have a personal privacy right to any material created, stored, received or sent through such systems including through a CenturyLink personal computer. These are Company systems that CenturyLink may access or review, subject to applicable law, at any time. By using CenturyLink communications and computer systems, you consent to the Company’s monitoring of these systems and acknowledge and agree to CenturyLink's right to conduct such monitoring.

CenturyLink Access Warning:
This computer and the CenturyLink computer network are CenturyLink property. You may use the computer and the network only for legal and proper business purposes in compliance with the CenturyLink Code of Conduct and related policies.

Do not use any computer or the network, among other things, to disclose confidential information or to review download, store or send obscene or offensive materials. CenturyLink may monitor and inspect your computer and your use of the computer network anytime.

•Employees are not authorized to equip any device with proxies or change the settings on any CenturyLink computer.
•Employees are not authorized to load their own personal software, including screen savers on CenturyLink computer desktops.
•If you question the relevance to our business, check with a coach before accessing any sites or sending an e-mail.

Use of the Computers Set up for Employees in the Employee Break Area:
•You can use the computers designated for employee use during your breaks and lunches as long as that use complies with the CenturyLink Code of Conduct. http://compliance.qintra.com/CodeOfConduct.html
•Your use of them is subject to monitoring like your use of any other CenturyLink system.
•Remember, these computers are used by many other individuals. Treat them as you would treat computers in a public space. Do not use them to access financial accounts or make payments, and do not use them for sensitive personal communications.

Instant Messaging:
The use of instant messaging is for business purposes only. Accordingly, sending inappropriate messages is prohibited. This type of activity unnecessarily depletes system resources and has the potential to do harm to the CenturyLink Corporate Network.

CenturyLink corporate e-mail is subject to monitoring. Employees in violation of corporate policy are subject to disciplinary action up to and including dismissal. Employees are responsible for preventing misuse of company resources and should report any inappropriate use to their supervisor.

•Never access any system or related applications without a business reason.
•Never access your own account.
•You must leave appropriate notes on every account you access.

Unauthorized use of corporate e-mail:
Sending or forwarding e-mail chain letters, or any other unauthorized use of corporate e-mail, is prohibited by the CenturyLink computer and e-mail compliance policy. This type of activity unnecessarily depletes system resources and has the potential to do harm to the CenturyLink Corporate Network. In the case of file attachments to e-mail messages, there is the risk of virus infection or other serious damage. If you receive a chain letter, Spam, or other inappropriate e-mail message, do not reply to it or send it to anyone. Simply forward it to abuse@centurylink.com and then delete it.

CenturyLink corporate e-mail is subject to monitoring. Employees in violation of corporate policy are subject to disciplinary action up to and including dismissal. Employees are responsible for preventing misuse of company resources and should report any inappropriate use to their supervisor.

CenturyLink corporate e-mail is not to be used to conduct union business.
Improper use of CenturyLink computers or its network may result in immediate termination of employment.

Social Media:
The social media revolution fundamentally changed the way we communicate. Worldwide communication is literally at our fingertips, and most importantly, public. That is why it is so critical to understand your responsibilities when communicating over social networks.

CenturyLink expects its employees to use good judgment and common sense when posting about the company.
CenturyLink employees are solely responsible for any content they post, including its accuracy and appropriateness.
•CenturyLink encourages employees to identify themselves as employees of CenturyLink when discussing or referring to CenturyLink. Employees must be clear that the views they express are their own and do not represent CenturyLink’s views.
•Only those specifically authorized by CenturyLink may officially speak on behalf of the company. However, CenturyLink employees must refrain from including “CenturyLink” in their name or other identifying monikers on social networking sites, such as Twitter, Facebook, YouTube, etc.
Safety & Security Expectations:

•Corporate Photo ID badges must be worn above the waist at all times with the picture visible.
•The employee is responsible to always have their employee badge to enter a CenturyLink building.
•Cooperation with security personnel is mandatory.

Fire Evacuation & Disaster Procedure:
•Be familiar with the fire/safety plan.
•All fire alarms are to be heeded, regardless if it is a drill or an actual fire.
•DO NOT take the elevator.
•Exit the building via the stairs.
•If you are unable to walk the stairs, you need to notify the fire warden in advance and they will prepare an alternative plan for your evacuation. Immediately report to your assigned area – roll call will be taken.
•Employees must not stay by the building or go anywhere else other than the “report to” location.
•When the fire alarm goes off on your floor, assume you will not be allowed back into the building. Always logoff the phone and take any personal belongings you need to allow your travel home (i.e. car/house key, purse, etc). If the alarm is activated while you are in the break room or restroom, you must not return to your desk, evacuate at once.
•In the event that your place of work cannot be occupied or a disaster prevents you from reaching the building you are to call the Employee Hotline at 866-875-0052, for instructions in how to proceed.
•Your manager/supervisor must have your most recent home address and telephone number for compliance with the Business Continuity and Crisis Plan.

Medical Emergencies:
•911 will be called for any serious Employee injury or illness.
•If transportation to a medical facility is necessary employees shall be transported by emergency personnel.

As part of our annual coverage, the following documents also must be reviewed.

WFM Policies and Guidelines
Occupational Employee Performance Plan
Consumer Regional Sales Procedures (RSP)
Sales Crediting Guidelines Mass Markets – Residential Orders
Severe Weather Policy
Compensation Overview
Full transcript