Contact Center House Rules

Contact Center Management

EMPLOYEE POLICIES & PROCEDURES

As part of LBC Express Inc., all Contact Center Management (CCM) employees are expected to abide
by the rules and regulations as stated in the LBC Associate Handbook. Any form of non-compliance
with these rules shall be subject to disciplinary action based on the handbook.

I. NEW ASSOCIATES’ ORIENTATION

All new CCM associates first undergo the company-wide New Associates’ Orientation, a 2-day event
wherein all new associates are introduced to LBC policies and procedures, including products &
services and the company code of conduct.

II. WEARING OF COMPANY ID / NAMETAGS

All CCM employees shall wear the Company ID / nametags at all times while inside company
premises. All CCM employees shall pin or clip the Company ID / nametags where it can be easily
seen.
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III. OFFICE ATTIRE

Listed below are examples of inappropriate practices relative to office attire:

i. Wearing of sleeveless outfits with spaghetti straps
ii. Wearing of worn-out jeans
iii. Wearing of shorts
iv. Wearing of sportswear or exercise outfits
v. Wearing of rubber slippers
vi. Non-wearing of socks for males
vii. Wearing of dirty, unkempt or crumpled attire or apparel
viii.Wearing of earrings by male CCM employees during business hours or on official business

Failure to comply shall be subject to disciplinary action based on the LBC Associate Handbook.
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IV. WORKPLACE MAINTENANCE

All members of CCM are not allowed to bring the following items to their respective workstations:
a. Cell phones
b. Bags
c. Any food items
d. Any personal gadgets / items
e. Pen and papers

Only a tumbler with cover can be brought to the workstation. Non-compliance shall be subject to
disciplinary action based on the LBC Associate Handbook.
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V. BUSINESS OPERATING HOURS

a. CCM operations are currently 24/7 (24 hours & 7 days a week), servicing LBC customers worldwide.
The workweek of any CCM employee may start any day from Monday to Sunday depending on the
assigned work schedule. Employees work for 48 hours a week (excluding lunch or meal breaks).

b. Authorized work shifts and break schedules shall be defined by the Workforce Team. Since CCM is
directly involved in operations, the Workforce Team shall provide a staggered schedule of the
breaks to ensure continuous service.

c. Due to the nature of the operations of LBC, the regular working days of an associate range from
Monday through Sunday. Associates are given one (1) rest day, which may be scheduled within the
week by the Workforce Team.
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V. BUSINESS OPERATING HOURS

d. The work schedule is designed by the Workforce Team based on the historical data/trending of
the call volume for a particular country origin. As a process, the work schedule will be released
every month; however if the actual call pattern is different from the historical data, the Workforce
Team may immediately issue a new schedule to complement the new call pattern.

e. Swapping of original shift or rest day is allowed; however, this should be communicated by the
concerned associate to their respective Team Leader 5 days prior to the date of the swapping.
Failure to comply will result in disapproval of the swapping request. Swapping forms are available
from the company portal.

f. Business operating hours are applicable to all CCM employees to aptly meet the operational work
requirements and staffing needs.
EMPLOYEE POLICIES & PROCEDURES

VI. LOITERING

a. Loitering in the call center during breaks and off duty is not allowed.

b. Non-compliance will follow the below penalty system:

1st Offense : Coaching and sign-off
2nd Offense : Written warning
3rd Offense : 1 day suspension
4th Offense : 3 days suspension
5th Offense : Refer to LBC Handbook (Disobedience and/or insubordination)
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VII. ETHICAL USE OF COMPUTER FACILITIES

a. Viewing non-work related sites within the company premises using company facilities is
prohibited, as this affects the productive time and focus of the associate. In addition, this also
slows down the company’s internet connection and affects usage of the company’s legitimate
applications; as such, this is considered a major offense.

b. Engaging in personal commercial activities on the internet and e-mail facilities (including
offering services or merchandise for sale, or ordering services or merchandise from on-line
vendors) is prohibited.

c. Headsets should be worn AT ALL TIMES while on duty.

EMPLOYEE POLICIES & PROCEDURES

VIII. COURTESY

a. Extend courtesy to fellow employees, senior management, visitors and especially to customers
at all times, whether inside LBC premises or on official business.

b. Speak in a modulated voice when inside the offices. Do not talk out loud or shout at each other
so as not to disturb other CCM employees who are presently handling customer transactions.

c. In the event of a force majeure, all employees will attend all agreed-upon activities / events /
gatherings, as mandated by management without hesitation. If there are objections, a letter of
excuse must be submitted.
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VIII. COURTESY

d. Refusing, without justifiable cause, to obey, abide and/or implement any instruction or policy
issued by the Company or by the employee’s superior shall be subject to disciplinary action
based on the LBC Associate Handbook.

e. As a sign of courtesy, practice giving direct feedback to the person concerned rather than telling
others first.
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IX. DEADLINES

All employees must submit requirements or deliverables within the set deadlines. If there is
confusion, it is the employee’s duty to clarify the set deadline.

X. CONFIDENTIALITY / NON-DISCLOSURE

Confidential information must only be discussed with or seen by the concerned employees.

XI. PRODUCT KNOWLEDGE

All employees must keep abreast with changes in the organization by gathering information about
new products or services, promotions, movements or employee concerns, and its impact to the
organization.
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XII. ATTENDANCE, TARDINESS & BREAKS

a. Prompt attendance on the job is an important part of the performance built from the first day of
employment. Failure to promptly be on the job not only disturbs the smooth functioning of jobs, but
also inconveniences other inter-related jobs.

b. In case of an unplanned absence from work, CCM employees are required to personally notify their
immediate Head, through a telephone call or any other communication means, about the reason for
his or her absence not later than two (2) hours before the start of his / her work shift.

c. Every CCM employee shall personally register daily attendance by means of the timekeeping system
adopted by LBC Express; however, CCM employee AVAYA log-ins will be treated as the official log-
in/out of CCM Associates.
EMPLOYEE POLICIES & PROCEDURES

XII. ATTENDANCE, TARDINESS & BREAKS

d. Tardiness shall be penalized based on the LBC Associate Handbook under any of the following
conditions:
i. Three (3) tardiness or more within one (1) calendar month.
ii. Accumulation of 45 minutes or more within one (1) calendar month.

f. There is a 15-minute snack break after the first two (2) hours of work, a 1-hour meal break after the
first four (4) hours of work, and another 15-minute snack break after the first six (6) hours of work.
EMPLOYEE POLICIES & PROCEDURES

XII. ATTENDANCE, TARDINESS & BREAKS

g. Snack breaks cannot be taken as part of the lunch or meal break. Staggered breaks are scheduled to
maintain uninterrupted service and smooth workflow.

h. The times for meal and snack breaks are designated by the Workforce Team and implemented by the
Team Leader on duty.

i. Abuse of personal privileges like extended breaks and unauthorized excessive use of agent status
shall be handled appropriately by the Immediate Head based on the LBC Associate Handbook.

j. Failure to come on time shall be subject to disciplinary action based on the LBC Associate Handbook
as a minor offense (neglect of duty). However, if this will be committed repeatedly, it shall be
treated as a moderate offense (habitual neglect of duty).

k. For additional details, please refer to the LBC Associate Handbook.

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XIII. LEAVE BENEFITS

Once an agent becomes regularized, he/she earns leave credits that can be used throughout the
year. Listed below the available leave credits based on the LBC Associate Handbook:

a. Scheduled Vacation Leave

b. Emergency Leave
c. Birthday Leave
d. Sick Leave
e. Single Parent Leave
f. Bereavement Leave

For additional details, please refer to the LBC Associate Handbook.

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XIV. OVERTIME DURING EXIGENCY

Unreasonable failure to follow an instruction to work overtime shall be reprimanded under any of
the following conditions:

a. Refusing to render overtime work when the exigency of operations requires the CCM employee to
be on duty will be considered as neglect of duty, and will be meted with corresponding
disciplinary action.

b. Failure to report for overtime work after having been advised and scheduled accordingly, which
results in disruption of operations, will be considered as neglect of duty, and will be meted with
corresponding disciplinary action.

c. Failure to complete the required and approved number of hours of overtime work will be
considered as neglect of duty, and will be meted with corresponding disciplinary action.
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XV. “ON CALL” WORK ARRANGEMENT

a. The Team Leader on duty or Immediate Head is responsible for determining the existence of work
conditions requiring a CCM employee to be “On Call,” as well as designating or identifying the
particular CCM employees who will be “On Call”. These responsibilities must be exercised before the
fact and not after the fact.

b. An “On Call” situation will exist when a CCM employee who is still within LBC premises but who has
already completed his / her regular work shift is designated to stay within the premises with
instructions to be ready to perform work on a project or any type of exigency at a later approximate
time.
i. Under this situation, the CCM employee’s free time has been pre-empted by the Duty Team
Leader or Immediate Head and he or she is under duty and obligation to make himself or herself
available for work when the condition giving rise to the “On Call situation” happens.
ii. The “On Call” work arrangement ceases when the specified waiting duration expires or when so
instructed by the Team Leader on duty or Immediate Head verbally or in writing.
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XV. “ON CALL” WORK ARRANGEMENT

c. There would be instances when certain CCM employees will be designated to be “on stand-by” and
be ready to respond to emergency work in the office (e.g. during typhoons / calamities).

i. CCM employees in critical functions shall be contacted through a telephone call or other
communication means.

ii. This requires that the “On Call” or “Stand-by” hours are outside or beyond the CCM employee’s
regular working hours or work shift.
Thank you!