Company Policy
Schedule of Penalties
Verbal Warning - Either a verbal or written noticed addressed to an employee by his immediate superior reminding him/her of an infraction committed. This reprimand may also include counseling, advising employee against repetition of the same or similar offense to avoid imposition of the next higher penalty. This may be done thorugh coaching, email, or a written memo stating the sanction as a verbal warning. Team Leads, however, are encouraged to prepare a memorandum for documentation and future reference.
Written Warning - Given when the staff continues to commit an offense for which verbal warning was already given and the offense committed is of a nature that warrants such on the first offense.
Suspension - Is an enforced temporary cessation of work for a designated period of time without pay and benefits imposed on an employee who has committed an infraction repeatedly or the offense is of a more serious matter.
Dismissal - Terminates the services of an employee who has committed an infraction of a very serious nature or has repeatedly committed the same violation in spite of the corrective measures taken
A. LEVEL 1
- 1st offense would warrant up to "Written Warning"
B. MAJOR INFRACTION
- 1st offense would warrant up to "Final Warning"
C. GROSS INFRACTION
- 1st offense would warrant up to "Dismissal"
SPECIFIC OFFENSE | 1ST OFFENSE | 2ND OFFENSE | 3RD OFFENSE | 4TH OFFENSE | |
|---|---|---|---|---|---|
| ARTICLE I | HEALTH, SAFETY, SECURITY, AND FACILITIES MANAGEMENT | *** | *** | *** | *** |
| Clean and healthy surroundings is conducive to work and appealing to customers. All employees should be safet conscious and concerned with the preservation of health and good housekeeping. | *** | *** | *** | *** | |
| 1 | Failure to observe house rules/ hygienic practices which compromise company image/interest | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 2 | Eating inside the production floor | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 3 | Placing bags and other personal items on the table (cigarettes, vapes & juices) | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 4 | Vandalism | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 5 | Sitting on top of the desk, pedestal and cabinets | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 6 | Bringing of bags inside the production floor, training rooms, meeting rooms etc. except for those without lockers (top management, directors, managers, finance, and HRAD) | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 7 | Smoking outside the designated smoking areas. | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 8 | Failure or neglect to participate in scheduled company programs or drills intended to ensure health or safety of all employee, e.g fire drills | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 9 | Not wearing company ID within company premises &/or tailgating or unable to bring the company ID/badge | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 10 | Violation of the company's pen less and paperless rule on the production floor (this includes but not limited to reading materials like magazines, newspaper, usage or mere possession of any writing tool that may be used to take down customers' information from the database) | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 11 | Tampering, defacing or destroying company property (e.g microwave, headsets, computer etc.), a co-employees property or anybody else's property that is inside the company premises. Amount of the damaged item should be shouldered by the employee if negligence has been proven. | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 12 | Refusal or failure to follow or submit to the safety, health or security requirements of the company- includes wilful disregard of company directive relating to sanitation, cleanliness and orderliness | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 13 | Failure or neglect to undergo regular or annual physical, random drug screening and other health examinations as required by the Company. | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 14 | Failure to report one's contagious disease which may endanger other employees or clients. This is without prejudice to the provisions of Aricle 284 of the Labor Code of Conduct of the Philippines. Further, the company reserves the right to put the employee on leave of absence if the circumstances warrant it. | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 15 | Forced or unauthorized entry into company prermises during off hours or assisting non-employees to enter restricted areas without prermission from proper authorities | Dismissal | *** | *** | *** |
| 16 | Unauthorized possesion and carrying of firearms, explosives, and all other deadly weapons while on company premises or during company activities | Dismissal | *** | *** | *** |
| 17 | Bringing or possessing or using any prohibited drug inside company premises. Exceptions are those allowed by doctors due to employee's medical treatment. | Dismissal | *** | *** | *** |
| 18 | Drinking any alcoholic beverage within company premises whether on company work hours or not. | Dismissal | *** | *** | *** |
| 19 | Entering work premises under the influence of alcohol. | Dismissal | *** | *** | *** |
| 20 | Unauthorized use of access cards or company ID of another or allowing others to use own ID to enter/exit company premises. | Dismissal | *** | *** | *** |
| 21 | Unauthorized entry in a restricted area | Dismissal | *** | *** | *** |
| 22 | Does not wear face mask or not wearing one properly | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 23 | Not accomplishing daily Temperature Log | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 24 | Does not observe Physical Distancing | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 25 | Improper waste disposal especially infectious waste like used tissues and masks | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 26 | Engages in conversation with masks off during meal times | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 27 | Does not observe proper respiratory etiquette | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 28 | Failure to report developing health complaints and symptoms | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 29 | Sharing personal items between employees | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 30 | False production of Medical Certificates | *** | Written Warning | Final Warning | Suspension/Dismissal |
| 31 | Non compliance to Company's mandatory health and safety measures (Antigen Testing, Health Orientations, Health declaration etc.) | *** | Written Warning | Final Warning | Suspension/Dismissal |
| ARTICLE II | WORK PERFORMANCE/NEGLIGENCE OF WORK | *** | *** | *** | *** |
| An employee is hired because the company believes in his/her qualification to perform a job effectively. Assigned tasks are to be performed during scheduled work hours and at their assigned areas. | *** | *** | *** | *** | |
| 1 | Failure to speak English in production area for those employees who are doing calls. | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 2 | Using the vernacular in written official correspondences including emails, letters, reports | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 3 | Failure to submit critical reports or required documents within the prescribed period | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 4 | Failure to follow training standards during the assigned training class. | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 5 | Engaging in unauthorized or unofficial work during official work hours causing detrimental effects on the standards of work performance. | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 6 | Wilfully holding back, slowing down, hindering or limiting work output, or giving instructions to fellow employees to hold back, slow down, hinder or limit output | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 7 | Loitering | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 8 | Malingering or feigning illness to avoid doing assigned work during work hours. | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 9 | Malingering or pretending to be ill and/or giving false excuses for an absence (this includes absence due to sickness but employee is not at home or in a medical clinic or hospital). | Final Warning | Suspension/Dismissal | *** | *** |
| 10 | Abandonment of post (not being on respective workstation during work hours) | Final Warning | Suspension/Dismissal | *** | *** |
| 11 | Negligence in the performance of duty | Final Warning | Suspension/Dismissal | *** | *** |
| 12 | Violations of standard operating procedures and/or general directives that result in loss of damage to the company | Final Warning | Suspension/Dismissal | *** | *** |
| 13 | Sleeping inside the production area during work hours. | Final Warning | Suspension/Dismissal | *** | *** |
| 14 | Use of internet during office hours not related to work functions in the production area | Final Warning | Suspension/Dismissal | *** | *** |
| 15 | Instigating or wilful disruption/ sabotage or slow-down of work | Dismissal | *** | *** | *** |
| 16 | Failure to meet Performance Improvement Plan targets | Dismissal | *** | *** | *** |
| *** | *** | *** | *** | ||
| ARTICLE III | EMPLOYEE ATTENDANCE | *** | *** | *** | *** |
| It is essential that employees maintain a good attendance record and refrain from inucurring absence/tardiness that disrupt work continuity. Please refer to the Company's Attendance Policy. | *** | *** | *** | *** | |
| 1 | Failure to register an employee's attendance record in Slack/JeonSoft My ESS *after 3 incidents | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 2 | Failure to input time in and out in Slack/JeonSoft MY ESS based on prescribed period. | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 3 | Absence Without official leave (Awol). Employee did not give proper notification/advice in relation to absence. Emergency leaves that are not valid. Sick leaves without proper medical certification. Proceeding with the absence or leave without authorization. | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 4 | Late notifcation of Tardiness/sick leave/ emergency leave occurs when an employee notifies his immediate superior on being late or absent after the 1 hour grace period but still within the shift | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 5 | Refusal to work on a required shift occurs when employee works on a shift other than the given schedule including compliance to break schedule unless a written approval has been sought from the immediate superior. | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 6 | Abuse of personal privileges (i.e. extended breaks, "walkaway" wasting time- should not exceed 15 mins & 5 ocurrences per day | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 7 | Excessive tardiness = 100 minutes of accumulated tardiness within a calendar month. | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 8 | Unauthorized under time (leaving the office before the conclusion of regular work hours). | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 9 | Failure to report to work on a critical work day | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 10 | Use of other device (aside from company's equipment) to clock in/out in Slack/JeonSoft My ESS during work hours | Final Warning | Dismissal | *** | *** |
| 11 | Inputting time and out in Slack/JeonSoft MY ESS for another employess or asking another person to input in for the employee | Final Warning w/ 1 to 3 days Suspension | Dismissal | *** | *** |
| 12 | No call, No show (NCNS) as defined by failure to notify the company hotline within the employee's scheduled shift. | Final Warning | Suspension/Dismissal | *** | *** |
| 13 | Three consecutive days of NCNS will result to the company's issuance of return to work order. If unheeded, termination proceedings as prescribed by law will be intiated. | Dismissal | *** | *** | *** |
| 14 | Altering/manipulating timekeeping records - for a co-employee or for one's self | Dismissal | *** | *** | *** |
| *** | *** | *** | *** | ||
| ARTICLE V | OFFICE DECORUM | *** | *** | *** | *** |
| Employees must demonstrate proper decorum and professionalism within the company premises or sponsored events. | *** | *** | *** | *** | |
| 1 | Pedding any kind of merchandise, soliciting orders or conducting any personal business without authorization | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 2 | Engaging in loan sharking within the company premises or obtaining personal loans or personal favors from the fellow employees | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 3 | Interfering with the work of or disturbing another employee (e.g loud conversation, loud music or constant gossiping). | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 4 | Non-adherance to company dress code. Refer to the updated dress code images sent by Human Resources ( e.g wearing other company's lanyard, jackets, shirts etc) | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 5 | Clean Desk Policy violation, as outlined in the House Rules. | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 6 | Injuring a co-employees reputation by spreading false statements. This includes - but is not limited to the following: gossiping, spreading rumors, intriguing against the person or honor of a co-employee within the company premises, company activities or other company sponsored event. | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 7 | Failure to settle monetary or other obligation with the Company. | Written Warning | Final Warning | Suspension | Dismissal |
| 8 | Public display of affection | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 9 | Improper conduct or acts of discourtesy or disrespect to visitors, clients, and superiors at any time | Final Warning w/ 1 to 3 days suspension | Dismissal | *** | *** |
| 10 | Rude threatening, intimidating, insulting words or behavior towards any member of management, co***employees and customers by use of abusive, foul, disrespectful, obscene, slanderous or defamatory lanugage or behavior. | Final Warning w/ 1 to 3 days suspension | Dismissal | *** | *** |
| 11 | Stating profane, foul, scandalous words that offend/ distracts another person (verbal or written) | Final Warning w/ 1 to 3 days suspension | Dismissal | *** | *** |
| 12 | Commission of a crime or offense by the employee against the person of his employer or any immediate member of his family or his duly-authorized representative. | Suspension/Dismissal | *** | *** | *** |
| 13 | Having an illicit relationship with your co-employee | Dismissal | *** | *** | *** |
| 14 | Attempting to inflict bodily injury to others at anytime within company premises for any reason, or attempting to inflict bodily injury to others outside of the company premises in any dispute involving one’s employment. | Dismissal | *** | *** | *** |
| 15 | Gambling in any form within company premises | Dismissal | *** | *** | *** |
| 16 | Coercing, bribing, inducing or condoning others to violate company rules and regulations | Dismissal | *** | *** | *** |
| 17 | Any immoral act by the employee either by himself, with a co-employee or with another person, including but not limited to sexual harassment committed within company property or premises or job sites or during company activities. | Dismissal | *** | *** | *** |
| 18 | Fighting or instigating a fight within company premises whether or not on company time | Dismissal | *** | *** | *** |
| 19 | Commitment of a crime as defined in the Revised Penal Code of the Philippines and other laws against a company officer, manager or supervisor. | Dismissal | *** | *** | *** |
| 20 | Reporting to work while under the influence of liquor or intoxicated | Dismissal | *** | *** | *** |
| 21 | Reporting to work while under the influence of prohibited substances | Dismissal | *** | *** | *** |
| *** | *** | *** | *** | ||
| ARTICLE VI | TRUST AND CONFIDENCE | *** | *** | *** | *** |
| The company extends trust and confidence to employees by allowing them to handle responsibilities and access to confidential matters pertinent to the business. Hence, employees are expected to preserve and maintain the trust and confidence at all times | *** | *** | *** | *** | |
| 1 | Failure to submit pre-employment requirements within the prescribed period | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 2 | Unauthorized substitution of company materials supplies, tools or equipment with another without approval from the company | Dismissal | *** | *** | *** |
| 3 | Conniving with an employee to defraud the company or customer | Dismissal | *** | *** | *** |
| 4 | Fraud, falisification or misrepresentation of personal or company records, documents and processes | Dismissal | *** | *** | *** |
| 5 | Making or giving false statement, representations or information or report in any Company record, document or paper | Dismissal | *** | *** | *** |
| 6 | Forgery | Dismissal | *** | *** | *** |
| 7 | Stealing or attempting to steal company property, misappropriating or attempting to steal other employees property while in company premises | Dismissal | *** | *** | *** |
| 8 | Demanding or accepting directly or indirectly any sum of money or anything of value in relation to a company materials, supplies, tools or equipment with another | Dismissal | *** | *** | *** |
| 9 | Giving false testimony during company investigation or wilful concealment and/or destruction of evidence | Dismissal | *** | *** | *** |
| 10 | Unauthorized disclosure of privileged information, company trade secrets or confidential information acquired by the office, or by employee, on account of his position to unauthorized persons or releasing such information in advance of its authorized release dates | Dismissal | *** | *** | *** |
| 11 | Wilful unauthorized access to, use of, possesion, borrowing, removal, duplication of classified documents, files, programs and records including customer data | Dismissal | *** | *** | *** |
| 12 | False claims for reimbursements | Dismissal | *** | *** | *** |
| 13 | Falsification of office records, data etc. | Dismissal | *** | *** | *** |
| 14 | Misuse or misappropriation of company funds or property including failure to distribute incentive money or prizes to qualified employees | Dismissal | *** | *** | *** |
| 15 | Engaging in any activity directly competitive with the company's business. | Dismissal | *** | *** | *** |
| 16 | Asking, demanding or receiving commission or bribe from company suppliers or contractors | Dismissal | *** | *** | *** |
| 17 | Spreading or making false or malicious statements about the company, its employees and services in public through press, websites, e-mail and chat groups | Dismissal | *** | *** | *** |
| 18 | Misdeclaration and non-declaration of information during the hiring process | Dismissal | *** | *** | *** |
| 19 | Conflict of interest | Dismissal | *** | *** | *** |
| 20 | Breach of trust or any act of dishonesty | Dismissal | *** | *** | *** |
| 21 | Forging signature of officer/s, employee/s, client/s on documents or falsely representing client/s or the Company in any document. | Dismissal | *** | *** | *** |
| 22 | Kiting, misappropriation, stealing, conversion or using company funds for personal use or for purposes other than what was intended. | Dismissal | *** | *** | *** |
| 23 | Any other forms of dishonesty, fraud or deceit committed by the employee against the Company, its officer/s, director/s, employee/s and/or clients. | Dismissal | *** | *** | *** |
| 24 | Acts of disloyalty | Dismissal | *** | *** | *** |
| 25 | Engaging in activity/ies that is in competition with the business of the Company without the prior written approval of the Company’s authorized representative. | Dismissal | *** | *** | *** |
| 26 | Unauthorized possession of picklock, master key or similar device which can open any locker, drawer or door of the Company or a fellow employee. | Dismissal | *** | *** | *** |
| 27 | Attempting to obtain material with the use of fraudulent purchase orders or falsified letters, memoranda or other authorization. | Dismissal | *** | *** | *** |
| 28 | Attempting to bring out or bringing out Company funds or property without proper authorization. | Dismissal | *** | *** | *** |
| *** | *** | *** | *** | ||
| ARTICLE VII | INSUBORDINATION | *** | *** | *** | *** |
| All company rules and regulations should be complied by employees. Any direct order given by a supervisor relating to work assignment must be promptly obeyed | *** | *** | *** | *** | |
| 1 | Refusal to render emergency overtime work or to render extra day work after the employee has been assigned except for medical or fortuitous reasons | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 2 | Failure to carry out reasonable oral or written job instruction of an immediate superior through imprudence or negligence | Written Warning | Final Warning | Dismissal | *** |
| 3 | Rendering overtime work without authorization or official work requirement | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 4 | Wilful refusal to carry out reasonable oral or written job instruction, changes, of an immediate superior | Final Warning | Dismissal | *** | *** |
| 5 | Wilful or intentional disobedience to rules, orders and lawful instfructions of the company and or superior | Final Warning w/ 1 to 3 days suspension | Dismissal | *** | *** |
| 6 | Posting any derogatory comments to other employees, management or the company in general or any unathorized articles such as obscene or defamatory content, prints or drawings on the company property or premises. | Dismissal | *** | *** | *** |
| ARTICLE VIII | REGULATORY COMPLIANCE VIOLATIONS | *** | *** | *** | *** |
| In line with Telework PH's commitment to Data Privacy and Containment, it shall be the Company's policy to prevent data leakage in our work environments; provide continuing education on data privacy and other compliance requirements; and implement rules on the foregoing for strict compliance. All employees are expected to commit themselves to high standards of integrity and in maintaining the trust given to us by our clients. These provisions shall be implemented more strictly as infractions have a more serious impact on the Company. businesses and is also put in place to maintain Service Level Agreements *** failure to meet these standards could mean suspension or loss of business for the company | *** | *** | *** | *** | |
| 1 | Using company communication systems or equipment to circulate jokes messages or photographs that are defarmatory, embarrassing, racially offensive, illegal or otherwise inappropriate or in violation of the company's code of conduct. | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 2 | Using of personal computer peripherals unless approved by the company. | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 3 | Failure to keep headsets in personal lockers after shift. | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 4 | Changed any settings in the computers. | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 5 | Open suspicious emails or links regardless of the source. Suspicious emails should be reported to IT Admins immediately. | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 6 | Usage of Wi-Fi and Hotspot unless they have a valid reason and approved by the IT on duty. | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 7 | Connect devices to the network unless they have a legitimate reason or are using pre-approved devices. | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 8 | Download, install or use of unauthorized software that is not relevant to operations. | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 9 | Connects external storage devices on any company computers. | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 10 | Failure to lock designated computers and laptops | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 11 | Removal or elocation of computer and peripherals unless approved by IT Admin. | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 12 | Alteration and misuse of company name, business trademark, or slogan whether in print or electronic form | Final Warning | Suspension/Dismissal | *** | *** |
| 13 | Not using personal NT and Webmail Account login | Final Warning w/ 1 to 3 days suspension | Dismissal | *** | *** |
| 14 | Removing or tampering company labels on equipments and other company property. | Final Warning w/ 1 to 3 days suspension | Dismissal | *** | *** |
| 15 | Failure to report lost and faulty computer peripherals within 24 hours. Employee will be held liable for missing/damaged computers and computer peripherals. | Final Warning w/ 1 to 3 days suspension | Dismissal | *** | *** |
| 16 | Unauthorized possesion/use of mobile phones and other electronic devices capable of storing, capturing, sending or receiving data or information inside the prodcution floor (laptop, handhel computer, camera, USB, smart phones, etc.) (change wording and included unauthorized possession) | Final Warning w/ 1 to 3 days suspension | Dismissal | *** | *** |
| 17 | Posting or Sharing of information about customers data on any social media platforms, and/or keeping a copy of these information in their personal devices | Final Warning w/ 1 to 3 days suspension | Dismissal | *** | *** |
| 18 | Unauthorized reproduction of Company records , documents, and other similar company property. | Dismissal | *** | *** | *** |
| 19 | Other acts analogous to the foregoing that violate the data privacy rules and confidentiality agreement as enunciated in the company rules and regulations | Dismissal | *** | *** | *** |
| 20 | Unauthorized introduction of unlicensed software in company computer systems and tamperinng/attempting to change the set-up of assigned PC's | Dismissal | *** | *** | *** |
| 21 | Use of internet during office hours not related to work functions in the production area that result in the compromise of the company's computer systems integrity | Dismissal | *** | *** | *** |
| 22 | Sharing of any access information to a colleague unless approved by a supervisor or manager | Dismissal | *** | *** | *** |
| 23 | Using work email or any internet access provided by the company to solicit or operate personal businesses, for seeking contributions from co-workers in support of personal charitable activities, for entertainment purposes of for accessing downloading or distributing materials that is inappropriate, unethical, illegal or prohibited. | Dismissal | *** | *** | *** |
| 24 | Posting of confidential, disparaging malicious or defarmatory comments relating to the business of the company, employees or its product while participating in internet chat rooms or online social networks (e.g facebook) videos posting sites (e.g youtube) newsgroups or blogs | Dismissal | *** | *** | *** |
| *** | *** | *** | *** | ||
| ARTICLE IX | QUALITY ASSURANCE/CUSTOMER SERVICE | *** | *** | *** | *** |
| In representing the company, customer service is our business and everyone's priority | *** | *** | *** | *** | |
| 1 | Deviation from standard call procedures | *** | *** | *** | *** |
| 1.1. | Allowing gatekeepers/customers to hear open line comments (whether directed to the customers or not ) by failing to use the mute button properly | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 1.2. | Allowing other employee(s) to pitch/take calls/work on another employee's tasks except for escalation (Team Leads/Team Managers/Support/Coaches) | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 1.3. | Employee takes to much time disposing a call or handling a task. | Written Warning | Final Warning | Suspension/Dismissal | |
| 1.4. | Consistently failing to meet performance standards specific to the function | Written Warning | Final Warning | Suspension | Dismissal |
| 1.5. | Sharing of passwords/system log-ins/posing as fellow employee | Final Warning | Suspension/Dismissal | *** | *** |
| 1.6. | Deliberately not using the headset when calling | Final Warning | Dismissal | *** | *** |
| 1.7. | Fraudulent use of customer data | Dismissal | *** | *** | *** |
| 1.8. | Breaching of cutomer data confidentiality | Dismissal | *** | *** | *** |
| 1.9. | Misrepresentation. Pretending to be from another company | Dismissal | *** | *** | *** |
| 2 | MISLEADING CUSTOMERS | *** | *** | *** | *** |
| 2.1. | Non-adherence to verbatim script | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 2.2. | Providing incorrect/incomplete information or responses to the customer's question/avoiding customer's question deviating from the needed information to obtain. Recommended escalation | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 2.3. | Slurring pertinent information, mumbling words, voice fading in and out while reading disclosure and inconsistent volume and pace while reading | Final Warning w/ 1 to 3 days suspension | Dismissal | *** | *** |
| 2.4. | Giving inacccurate, misleading, incomplete delayed of information to customers when the employee knows, should know or is in position to obtain such information, thus resulting in inconvenience, discomfort, dissatifaction or expense to the customer, or loss of revenue or additional costs to the business | Dismissal | *** | *** | *** |
| 3 | PROFESSIONALISM | *** | *** | *** | *** |
| 3.1. | Showing unwarranted preference for or prejudice or discrimnation against any customer. | Final Warning w/ 1 to 3 days suspension | Dismissal | *** | *** |
| 3.2. | Consistently talking that go beyond client standards and/or result in irate/upset customers. | Final Warning w/ 1 to 3 days suspension | Dismissal | *** | *** |
| 3.4. | Numerous rebuttals that go beyond client standards and/or result in irate/upset customers. | Final Warning w/ 1 to 3 days suspension | Dismissal | *** | *** |
| 4 | HANDLING OF CALLS | *** | *** | *** | *** |
| 4.1. | Responding or pitching in Filipino or any native dialect in addressing the customer's concerns | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 5 | PROCEDURAL ERRORS | ||||
| 5.1. | Failure to document customer contact | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 5.2. | Other procedural errors (e.g failure to speak-and-spell/re-verify collected data from the customer, not offering upsell, giving inappropriate rebuttals and others that are not covered by this section but may appear as a trend on the agent's sales) | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 5.3. | Employee continues on with the application/enrollment without clear consent from the customer | Final Warning | 1 to 3 days suspension | Dismissal | *** |
| 6 | CALL AVOIDANCE/TASK AVOIDANCE | *** | |||
| 6.1. | Deliberately does not present or respond to customer (Customer/gatekeeper is on the line but rep fails to speak) | Final Warning | 1 to 3 days suspension | Dismissal | *** |
| 6.2. | Neglect of the needs of the customer, refusal or failure to assist such customer, engaging in non-work-related chatting or conversation, or causing unnecessary delays in responding to customer needs | Final Warning | 1 to 3 days suspension | Dismissal | *** |
| 6.3. | Unauthorized transfer of a customer call that a staff has received, or has made onhis/her phone to another phone | Final Warning | 1 to 3 days suspension | Dismissal | *** |
| 6.4. | Realeasing/abandoning calls / hanging up to customers/ deliberately waiting for task expriration | Dismissal | *** | *** | *** |
| 6.5. | Left the customer on hold intentionally causing the customer to disconnect | Dismissal | *** | *** | *** |
| 7 | PROJECT ASSIGNMENT | *** | *** | *** | *** |
| 7.1. | Allowing other employee(s) to do tasks for another employee unless approved by the supervisor(must have issues and errors encountered) | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 7.2. | Showing dislike and refusing the projects assigned | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 7.3. | Failure to take the necessary courses prior to doing the live reviews unless there are issues or system errors encountered | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 7.4. | Deliberately avoiding the tasks (using Skip, SBQ option excessively/waiting for tasks expiration) | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 7.5. | Dishonesty. Failure to inform the team lead/support when the task queue/assignment changes(doing other tasks aside from the project assigned) | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 8 | TASK HANDLING | *** | |||
| 8.1. | Committing critical errors on the submitted tasks/reviews(making errors that are clearly provided in the instructions/base on the critical error guide) | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 8.2. | Misuse of the important keys and functions of the tools that can compromise the quality of the reviews | Written Warning | Final Warning | Suspension/Dismissal | *** |
| 8.3. | Speeding up reviews resulting in sloppy and erroneous tasks(deliberately submitting tasks without making the necessary changes and fixes) | Final Warning | Suspension/Dismissal | *** | *** |
| 8.4. | Negligence in unconsciously submitting a task even before making the necessary changes/fixes. Escalation process will refresh after 1 month | Final Warning | Suspension/Dismissal | *** | *** |
| 8.5. | Client call out due to bad assessment and customer feedback | Final Warning | Suspension/Dismissal | *** | *** |
| 8.6. | Employee was requested either by the client or internally to be removed/banned from a certain project. | Final Warning | Suspension/Dismissal | *** | *** |
| 8.7. | Employee was requested by the client to be removed from the account due to poor quality of the tasks | Suspension/Dismissal | *** | *** | *** |
| 9 | FAILING QA SCORES | *** | *** | *** | *** |
| 9.1. | Agent receives 4 consecutive weekly failing remarks within a month(<90%). Employee will be given 3 months prescriptive period. | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 9.2. | Failure to reach the monthly QA goal(90%). Employee will be given 3 months prescriptive period. | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| ARTICLE X | SEXUAL HARRASMENT AND ANALOGOUS CASES | *** | *** | *** | *** |
| For cases of Sexual Harassment, the company shall be guided by Republic Act 7877 - or the Anti Sexual Harrasment Act of 1995 - and its amendments. The hearing and resolution of such cases shall be in accordance with the provisions of the said act.Notwithstanding the provision below, the company reserves the right to use RA 7877 in defining acts of sexual harrasment . | *** | *** | *** | *** | |
| 1 | Stalking | Final Warning w/ Suspension | Dismissal | *** | *** |
| 2 | Isolation, deliberate exclusion and/or non co-operation at work | Final Warning w/ Suspension | Dismissal | *** | *** |
| 3 | Persistent and unreasonable criticism towards the company or co-employee | Final Warning w/ Suspension | Dismissal | *** | *** |
| 4 | Unwanted physical contact | Dismissal | *** | *** | *** |
| 5 | Persistently telling smutty jokes to a co-employee who has indicated that he or she finds them offensive | Dismissal | *** | *** | *** |
| 6 | Taunting a co-worker with constant tallk of sex or sexual innuendos | Dismissal | *** | *** | *** |
| 7 | Displaying offensive pictures or publication in the workplace | Dismissal | *** | *** | *** |
| 8 | Asking a co-worker intimate questions on his or her sexual activities | Dismissal | *** | *** | *** |
| 9 | Making offensive hand or body gestures at a co-worker | Dismissal | *** | *** | *** |
| 10 | Making obscene phone calls/text messages to a co-worker | Dismissal | *** | *** | *** |
| 11 | Pinching, groping, unnecessarily brushing up against, or touching a co-worker in sensitive parts of his or her body which threats of a sexual nature and actual sexual assault | Dismissal | *** | *** | *** |
| 12 | Aggressive or abusive behaviour, such as shouting or personal insults | Dismissal | *** | *** | *** |
| ARTICLE XI | SPECIFIC RULES ON MANAGEMENT | *** | *** | *** | *** |
| Management representatives must exemplify company's desired values, behavior and ethics at the workplace | *** | *** | *** | *** | |
| 1 | Failure to coach agents | Verbal Warning | Written Warning | Final Warning | Suspension/Dismissal |
| 2 | Failure to submit forms, and pertinent douments within the allowed time frame (Team Leads/ Managers) | Written Warning | Final Warning | Suspension | Dismissal |
| 3 | Failure of a Manager to act on an infraction against the code of conduct by an employee under his supervision | Written Warning | Final Warning | Suspension | Dismissal |
| 4 | Obtaining personal loans or personal favors from subordinates | Final Warning | Dismissal | *** | *** |
| 5 | Making decisions that result to and put the company in a compromising situation | Final Warning | Dismissal | *** | *** |
| 6 | Non-disclosure of violations against company policies and procedures. Violations, especially critical ones must be escalated within 24hours | Final Warning | Dismissal | *** | *** |
| 7 | Allowing and/or creating paper (or any other medium )scripts for staff | Final Warning | Dismissal | *** | *** |
| 8 | Neglect of responsibility related to a leadership function | Dismissal | *** | *** | *** |
| 9 | Abuse of authority related to a leadership function | Dismissal | *** | *** | *** |
| 10 | Breach or abuse of trust reposed by the company duly authorized representative | Dismissal | *** | *** | *** |
| 11 | Allowing and/or leading employees to defraud the customers/company | Dismissal | *** | *** | *** |
| ARTICLE XII | SPECIAL PROVISIONS | *** | *** | *** | *** |
| 1 | For Team Managers and above: Failure to disseminate information, implement policies, procedures, etc. | Verbal Warning | Written Warning | Final Warning | Dismissal |
| 2 | For Team Managers and above: Deliberately condoning, tolerating, participating or covering up an offense committed by a subordinate | Final Warning | Dismissal | *** | *** |
| 3 | Commission of any three (3) offenses subject for Written Warning and above in any 12 month period | Dismissal | *** | *** | *** |
| 4 | Participating in activities embedded with conflicts of interest - as defined in Telework PH's Code of Business Conduct and Ethics | Dismissal | *** | *** | *** |