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Disciplinary Actions

  • Attendance disciplinary procedures are as follows:

    • 1-3 points: Verbal Communication

    • 4 points or 1 NCNS: Written Corrective Action Plan

    • 5 points or 2 NCNS: Final Warning with Probation Terms

    • 6 points or 3 NCNS: Termination

  • Attendance is monitored on a 90-day rolling calendar

Attendance Point Values

  • Tardy (10+ min) = ½ point

  • Leave Early (10+ min) = ½ point

  • MIA (30+ min) = 1/2 point

  • Unexcused Absence = 1 point

  • NCNS = 2 points

  • MIA = Missing 30+ minutes in ADP. For example, if you are scheduled for a regular 8 hour shift but you show less than 7.5 hours of ADP time then there must have been 30 minutes of time missed possibly due to a tardy, leave early, long lunch, additional mid-day missed time, or some combination of the above.

  • 1 point is accrued for working less half of a shift (ie working less than 4 hours out of an 8 hour shift) in ADP.

Timecard Corrections

  • Each agent is responsible to ensure his/her timecard punches are accurate.

  • If an agent’s timecard punches are inaccurate, the agent is responsible to add notes in ADP requesting corrections by end of shift (because timecards are reviewed the following morning).

  • If it is apparent that an agent’s time has not accurately been entered (because a punch is missing or because there are more productive hours in the Dialer than ADP hours) and no note has been added by the agent, then the agent’s ADP time will be updated based on Dialer productivity plus break time proportionate to total hours worked.

  • Payroll closes early Monday morning, every other week. Agents are responsible to notate needed corrections by close of business the preceding Friday (or Saturday if working weekends) to allow supervisors time to make corrections Monday morning.

  • If missed ADP time is not corrected before payroll closes, the agent will need to wait until the next pay period to be paid for missed time.

  • If you have missed time but you’re not sure exactly how long you worked or your supervisor is calling into question the hours your are asking to be corrected, then you may substantiate by sending a screenshot of the earliest and latest call time you have logged in the Dialer. See the dropdown below for more details.

 How to Verify Time Worked in the Dialer

Reviewing the earliest and latest call that occurred on a given day is a way to prove hours worked. This is not a perfect method to prove hours worked because if you started or ended the day in a status other than on a call, then those times will not be captured. However, may prove useful and should be utilized as needed.

In the first screenshot below, we see this agent’s first log time was 6:11 AM PST (all call times in the Dialer are PST). The second screenshot below shows the latest call time and the duration. The latest call time was 1:42 PM PST. The duration was 13 seconds. Therefore, the agent can show 7 hours and 31 minutes worked, minus lunch. Assuming a 30 min lunch, this indicates 7 hours and 1 minute were worked. If the end of day call lasted an hour, instead of 13 seconds, then it would indicate approximately 8 hours, 1 minute were worked.

Agents are responsible to account for their own ADP time. Failure to do so may result in missed ADP hours and may sometimes result in the accrual of additional attendance points.

Overtime

  • Agents should work no more than 40 hours per week, unless overtime is being offered.

  • For weeks that overtime is not offered, hours may be tallied Thursday evening. Agents with over 32 hours worked from Mon-Thurs may be asked to reduce hours worked on Friday by either taking a longer lunch or leaving early.

Outage Situation

  • If an agent is unable to work due to issues beyond the scope of CXPs control, then the agent should log out of ADP until the issue is resolved. Some examples include:

    • Internet outage - Work with your internet service provider and log back into ADP when resolved.

    • Power outages - Work with your power company and log back into ADP when resolved.

    • Inclement weather - For extreme weather situations (hurricanes, etc) which restrict an agent’s ability to work, log back into ADP when safe to do so and only logout if safe to do so.

    • etc

Attendance Line

  • Unexcused tardies, leaving early, or absences must be reported to WFM by calling the attendance line in addition to letting your supervisor know.

  • Failure to report an absence by end of shift will result in a NCNS.

  • Attendance line phone number: (844) 538-8700

HR Approved Absences

If you miss work for reasons which you believe should be excused, communicate this to HR and be prepared to provide documentation.

Breaks/Lunches

  • 2 – fifteen minute breaks are allotted each day.

  • The first break should be taken during the first half of the shift, at least an hour after the shift start time.

  • The second break should be taken during the second half of the shift no later than an hour prior to the scheduled end time.

  • Lunch should be taken within the middle 3 hours of a shift.

  • Breaks should be reduced proportionately with reduced shifts (ie if an agent only works 4 hours in a day due to 4 hours of PTO, the agent should only take one, fifteen minute break).

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