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We need to make new copies of I9 forms of identification.  All employee’s on ContactWorks payroll MUST bring in these forms of identification by 2/22 (Monday).  Bring these to any manager to have them make a copy.

When you bring your IDs, you will need to fill out one of the pages of the I-9 form. This page is available upon request.

 

We must have either 1 item on list A or 1 item from both list B and C.

CLICK HERE TO REVIEW ACCEPTABLE DOCUMENT LISTS.

 

By 5:00 pm Friday 2/19 all usernames in Discord must be changed either to your name (First, Last/First, Last Initial) or to include your name in parenthesis at the end. For Example fullmetalpantsuit (Don S.) is an acceptable name.

Failure to change your name will result in a ban from the server until the changes are made. To change your username, follow these instructions.

 

For any questions regarding Discord functionality, please contact Don S.

Ginger Moffitt, Called in because she had been billed by TeenSafe and didn’t even recall signing up. Jordan confirmed the account hadn’t been signed into and there weren’t even any devices added, the customer was so relieved with the call she had to give her some credit.

“Jordan,
Thank you so much for your help. I was very surprised at how efficiently and politely you handled my concerns. Amazing. Thank you so much. I won’t forget you or your company.
All the very best to you and thank you again,
Ginger”

You never know what type of day, week or month someone is having before they call in. It really goes a long way for someone to have a pleasant interaction.

 

Great job Jordan!

****ATTENTION ALL VAPERS****

As of March 1st vaping will no longer be permitted in the office building, it will only be allowed outdoors in the smoking areas. This includes your mods, e-cigs, drippers, trippers, and Japanese cotton nicotine dispersal systems. Please use the next 2 weeks to ween yourselves off and be prepared for the effective stop date of March 1st.

If you have any questions, please bring them to management.

REMINDER: As of now, there is to be NO vaping while on calls.

 

If ever, during the course of any of your phone support interactions, you encounter an irate/angry/upset/vulgar/rude/cruel caller, there’s some very important things to keep in mind.

 

If, at any point, a customer verbally attacks, insults, or harasses you, you have the right, and are encouraged, to terminate the call. However, there are some very important steps to keep in mind to ensure a proper termination of the support interaction.

 

THE THREE STRIKE POLICY

 

1. The moment that your caller first begins to harass, or attack you, issue a formal warning:
   • “Sir/Ma’am, I would be more than willing to assist you with your inquiry/problem, however, in order to continue, I must request that you refrain from vulgarities, or attacks, or I will be forced to terminate the call.”
2. If your caller continues to use vulgarities, or personal attacks, maintain your position, and issue a second formal warning:
   • “Sir/Ma’am, I must ask again that you refrain from personal attacks and/or vulgarities, or I will be forced to terminate the call.
3. Should your caller continue to act out/lash out at you, you should issue the third, and final strike:
   • “Sir/Ma’am, because you have refused my assistance with this matter, I am now forced to terminate this call.”

• At this point, the caller has received two formal warnings, and has continued to act out, earning a third strike. This qualifies you, as the agent, to terminate the support interaction.
• After you have terminated the support interaction with your irate caller, continue to ticket the interaction as normal, notating the circumstances which lead to the termination of the call, as well as the fact that the call was terminated. (This is important – if the call was terminated by you, you must document the reason, and the fact that it was terminated.)
• After finishing your standard support ‘wrap-up’, notify your team lead, or a member of management, so that the interaction can be reviewed.

If you have any questions regarding the course of action you should follow when confronted with an irate or abusive caller, contact your team lead, or a member of management.

Remember, irate callers can turn out to be the most gracious, and offer the most praise of all. It is absolutely essential, however, to keep in mind the above policy, and your abilities when confronted with this situation. You deserve the same respect that both ContactWorks, and our clients, expect you to treat the customer with; if the customer is unable to, or refuses to reciprocate, the above policy should be invoked.

 

During calls, please make sure that you are not doing anything that creates any unnecessary background noise or distractions for either yourself, or the customer you are speaking with. This includes but is not limited to: eating, drinking, talking to your neighbors, mouths full of marbles, vaping, loud background music/video(s).

 

Additionally, please do always be sure to utilize proper hold procedure when speaking with your customers. Your customer should not be able to hear you speaking with your lead, or a neighbor, about the customer’s particular issue, or any other miscellaneous comments/questions that are not related to, or meant for the customer to hear.

 

All of the above items should be kept in mind, and adhered to throughout your day-to-day call-taking activities. Please do keep in mind that, as long as you are on an approved break, you are free to consult with your neighbors, leads, management, or carry on miscellaneous conversation. With this in mind, please do your best to not create unnecessary ‘chatter’ that may detract from your neighbors’ support interactions on the floor. The break room, as well as the community gazebo in the back of the building, are available to enjoy lunch, catch up with your fellow agents, et cetera.

If you have any questions, comments, or concerns, please notify your team lead, or contact a member of management.

Congratulations to Taemela on a TeenSafe customer kudos!

Taemela helped a customer with an issue she was having with her teen’s device and provided excellent service!

“Your support line was awesome, I spoke with a woman about my son’s phone line and she was great. Thank you for her support and help!”

• Tammara M.

All,

Let this serve as a formal notice to all agents and team leads alike that, for all intents and purposes, during the entirety of business hours for Tuesday (2/9/2016), a high profile prospective ContactWorks client will be visiting the office.

It is imperative that all facilities be in peak condition, and tomorrow is the best day you could possibly pick to wear that ContactWorks/TechTeamOne polo shirt if you’ve been fortunate enough to win one. If you don’t have any formal ContactWorks clothing quite yet, your Sunday’s best will work just fine.

The management team will be working with leads, and agents, to make sure that the floor is in good condition, and that there are no miscellaneous condiments packages, food, or other items that should not be on the floor. Additionally, please do remember that if you are eating your lunch at the office, it MUST be eaten in the break room, not on the floor. As a supplement, if you use the break room facilities, you MUST clean up after yourself.

The ContactWorks management team thanks you all in advance for your cooperation. If you have any questions or general inquiries, feel free to reach out to George or Brandon. And do remember, look sharp!

Thanks!

 

 

Please do not throw your cigarette butts away in the indoor trash cans. It makes the area near the trash can smell like smoke.

There are ashtrays located in the designated smoking area at the gazebo in the back of the office. That is the appropriate place to dispose of them.

When selling a TechTeamOne Hardware Protection Plan, you will now make sure to fill the registration form out with the customer and we will get the registration form where it needs to go.

Doing this will help to ensure that the product being warrantied is a product that the warranty will cover.  Remember we will want to check on the model numbers and what not to make sure that the product is not over 5 years old and falls within the device pricing limitations.

Please ask Cory Branson or Brandon Bates if you have any questions.