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Call Center policy

Posted
Updated
ByYoussef Karam

Table of Contents

1- Administrative Regulation:

1.1 Swaps:

  • Swaps should be done before the shift 48 Hrs.
  • No double swaps allowed.
  • No verbal communication, Swaps should be sent and approved via mail only using the following form:
    Login ID Original shift date Original shift time Requested Shift Date Requested Shift Time
    Agent:
    Agent:

     

    Note: This form should be sent via mail To: mina.shehata@everlastwellness.com CC: andrew.magdy@everlastwellness.com & The other Agent with Subject: Swap request.

                                    Any mails send less than 48 Hrs will not be approved and will be considered disapproved.

    1.2 Annual requests:

    • Annual requests should be booked 3 months ahead. The annual will be available first of each quarter for the following quarter.
    • No Verbal communication, the annual request should be sent via mail only.

     

    Agent ID Count of requested days Start days End days

     

    Note: This form should be sent via mail to : mina.shehata@everlastwellness.com CC: andrew.magdy@everlastwellness.com With subject annual request.

    1.3 Emergencies:

    • Emergency leaves should be reported before 2 Hrs of starting the shift, otherwise, it will be considered as no show.
    • The emergency will be deducted from the annual balance. if no annual balance or sufficient balance, it will be deducted from basic salary.
    • emergency 1 per month, otherwise, it will be considered 2 days unpaid from basic salary along with total KPI deduction:

    – 1St time 5% will be deducted from total KPI.

    – 2nd time 25% will be deducted from total KPI + warning letter.

    – 3rd time 50% will be deducted from total KPI + Final warning of termination.

    – 4th time will lead to termination.


    1.4 Unplanned leaves:

  • Early leaves will be approved according to business needs, Max 2 times per month.
  • In case of unapproved leaves, will be considered as no Show regardless the logged time during the day.
  • Early leaves should be signed from the call center manager.
  • Early leaves more than 2 hours, will be considered half day unpaid deducted from basic salary after the approval.
  • Early leaves should not exceed 2 times per month.


    1.5 Sick leaves:
  • Sick leaves will be approved after medical report validation. The medical report should “contains medical details regarding the medical condition, stamped with the Doctor name and the hospital stamp, dated on the same sick leave date “or after max 1 day” & the count of the leave days approved by doctor”.
  • The medical report should be sent via mail to the call center manager only on the first day of attendance. Otherwise, it will be invalid and will be considered no show.


    1.6 Exceptions:
  • Exceptions are granted for one exception per month approved by call center manager only, according to business needs.


    1.7 No Show:
  • No show is not allowed at all.
  • 1st no show per month will deduct 25% of total KPI + warning letter will be signed.
  • 2nd no show within the same month will deduct 50% of the KPI + final warning of termination will be signed.
  • 3rd no show within the same month will lead to termination.
  • No show within the warning letter validity “3 months” will lead to next level action.

2- Floor etiquette:

  • Dress code: employee dress code reflects how professional is the work environment.
  • No flip flops allowed on the floor.
  • No suite pants or sportswear.
  • Only smart casual outfits are allowed on the floor.
  • No food allowed on the floor or on work stations. Only allowed in the kitchen or break areas.
  • Drinks are allowed only in sealed cups. Unsealed cups are prohibited on the working stations.
  • Snakes are allowed on the work stations, but not the missy snakes.
  • Make sure your PC is switched off after completing using the PC.
  • Sleeping or napping is not allowed on the floor.
  • Floor lights must be illuminated starting from the first shift of the day till the end of the day.

3- Daily task:

3.1 Inbound calls:

  • It’s very important to adhere to the work station from the first second of the shift till the end of the shift & readiness to receive calls.

3.2 Outbound calls:

  • 1st confirmation call should be initiated at 10:00 Am “Cairo time” followed by sending the initial messages via WhatsApp.
  • 2nd confirmation call should be initiated at 4:00 Pm “Cairo time” followed by sending confirmation or final message via WhatsApp.

3.3 WhatsApp:

  • WhatsApp messages must be replied on the spot along with initial, Final & confirmation messages.

3.4 General rules:

  • Missed calls should be done within one hour.
  • No answer appointments must be shifted at 8:30 Pm daily. “7 days for facial, body & injectables appointments. one month for laser appointments”
Dear team,
I hope this mail finds you well,
Kindly assist regarding the following request:
Patient Chart
Patient Name
Treatment
App. Date
Payment status
Therapist
      
 
Kindly confirm once the supplement is ready to confirm back with the patient

4- When the store replies back with the confirmation mail, we should contact the patient to confirm the appointment.

Important note: We can re-schedule the appointment date within 7 days as the supplement will expire after one week from the preparation date sent to the store.

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