2006 Negotiations
IBEW 363 & Frontier of NY
November 27, 2006
Call Center Performance Plan
In order to monitor performance levels for all Sales and Service Consultants in on line positions and all Work at Home Agents, the following measurements shall be reviewed on a monthly basis:
- Revenue/call (RPC)
- Calls/hour (CPH)
- Percent (%) Availability (PA)
- Average Handling Time (AHT)
Employees are expected to maintain threshold standards of performance for all categories every month. The measurements will be reviewed with the employees on a monthly basis and employees who fall below any of the threshold goals will be coached on how to improve their performance. In addition, employees are expected to follow all other instructions on top down selling, how to offer, offering on every call, how to transition, etc. Repeated failures on Supervisory Observations will ultimately result in disciplinary action.
An employee who repeatedly fails to achieve threshold levels of performance on any of the measurements which will be defined as their failing to achieve threshold performance levels for:
- two (2) consecutive months in RPC and 2 of the following – CPH, PA, and AHT, or
- any three (3) months out of four (4) consecutive months in RPC and 2 of the following – CPH, PA, and AHT;
will be given a written warning regarding his or her performance and may be provided with concentrated training and coaching (CTC). The length of time an employee will spend in CTC (i.e. 60 or 90 days) will be based on the employee’s level of performance. The intent of CTC is to provide additional training and coaching to an employee so that he or she can be successful in his or her job. However, an employee’s failure to meet and maintain the performance standards established by the Company may result in further disciplinary action being taken against the employee.
While in CTC, an employee will have his or her results reviewed on a weekly basis and will have a formal session with his or her coach at every thirty days.
An employee who does not achieve satisfactory performance under the terms of this Plan while in CTC, may receive additional, disciplinary action after being placed in CTC, as follows:
1st month below standard – coaching and a written warning
2nd month below standard – 1 – 3 day suspension
3rd month below standard – 5 day suspension
4th month below standard – termination
Should an employee be removed from CTC and thereafter slips again below any of the threshold goals, the employee may be disciplined in accordance with the following schedule;
1st month below standard – coaching with a written warning
2nd month below standard – suspension (1-3 days)
3rd month below standard – termination
Should an employee maintain threshold standard for 6 consecutive months and thereafter slip below any of the threshold goals again, he or she may be disciplined in accordance with the following schedule:
1st month below standard – coaching with a warning
2nd month below standard – next level of discipline on the above schedule
An employee who achieves satisfactory performance under the terms of this Plan for 12 consecutive months will be removed from treatment under the terms of this Plan and will have a clean record for purposes of any further treatment under this Plan.
This Plan replaces the 2003 Residential Call Center Performance Plan and applies to both Residential and Business Work at Home Agents and Sales and Service Consultants.