THINGS TO DO BEFORE YOU SHIFT
At least 15 minutes prior to the start of each of your scheduled shifts, you are required
to:
★ Log into COS to confirm your login credentials are valid. If you are certain you are
typing them in correctly, and they still say invalid, please contact your manager
with ample notice prior to the start of your scheduled shift. This way we can get
your issue resolved and your PAID DIALER START TIME will not be delayed.
★ Close all programs other than your browser with the COS website, and open a
second tab to run an internet connection speed test to ensure you have a stable
connection prior to the start of your shift. If your connection is NOT stable, please
unplug your internet box to let it fully power down, and fully restart your
computer. Plug your internet in after one minute, and set up your laptop with COS
in the browser, making sure all programs and tabs are fully closed and shut down,
besides your browser with COS. Then redo setup with ample time prior to the
start of your shift. We HIGHLY recommend you connect your computer to your
internet via ethernet cable.
★ Test and make sure your headset is working with your computer, but do a test
WhatsApp call, and ensure the person you call can hear you clearly.
-Read the Pipeline Communications Rules & Regulations PDF in full, freshening yourself
up on the critical things that ensure your success here.
COMMUNICATION
We will be using Slack as a way of Communication. You’ll get a notification through email
to set up your Slack system. You can download the app on your phone in case you need
to text about any issue you have. This will help us address your concerns in an organized
way.
You will see different channels:
● General Announcements : You will see news that management will be adding
such as Overtime, Availability and others
● Survey Agents*: The chat where you will be with your teamates and managers.
This chat is only for work purposes (How many surveys you are getting, coaching,
etc.)
● Management: If you need to address something to management in general you
can do it as problem with you signing in to your tools or others
● Payroll Inquiries: If you have any issue about payroll
● Outages: On this chat you can text and let us know if you are having internet
issues or no electricity
● Assign me*: You will send your username so you could get assigned.
If you are not coming in to work you need to fill out this form:
https://form.jotform.com/222577647543061
Mr Alex Palko Communication:
To contact Mr Palko directly, DO NOT send a text through Whatsapp. You’ll need to send
an email to:
[email protected]. You will need to include their name, email,
username, and number, so he can easily find you in our system.
The only reason to contact Mr Palko is if you have not received notification of payroll
payment and you are certain you finished Payoneer setup correctly as
freelance/contractor. If you don’t work at least 10 hours before the end of the Pay
period, the pay is added into the next pay cycle.
CLOCK IN/CLOCK OUT
The system that you’ll be working on is called Clockify
This is how it looks, you will see on there when to go to clock
in, break and lunch. So please use this at all times.
You’ll get an email invite about this so you can create your
user and password.
Rules & Regulations
PLEASE READ EVERY SINGLE DAY 15 MINUTES BEFORE
STARTING YOUR SHIFT
Call Rebuttals - Rebuttals are used to keep callers on the phone so you get the survey
completed:
-Your voice is important, and this will only take a minute of your time.
-I Just need a minute of your time, your opinion really matters.
-This is regarding our Children's future, and your opinion really matters.
-Thank you so much for your time (say every 5 questions or so on the longer surveys)
Critical Flags
★ Never in training for more than 2 minutes, or it will get flagged.
★ Never be in wrapup for more than a few seconds (disposition the call as soon as it
ends), this is crucial, or you will get flagged.
★ Never be in “available” mode for more than 1 minute 45 seconds without then
hitting REFRESH IN COS SCREEN, this is crucial, or you will get flagged. Set a timer
if you need to, so that you refresh before it hits 2 minutes.
Critical Survey Rules
-Read scripts word for word, exactly how they are written, or you will be flagged, and the
survey will be invalid, lowering your completions per hour.
-Never disclose any personal information about you or the company when you are
asked. Reply with “For security reasons, I cannot disclose that information” if you
disclose personal information such as location it will result in termination of your
employment here.
-Always have an upbeat and friendly voice, and speak clearly, it makes it harder for
people to hang up on you when you are so nice.
-Start survey script immediately, never ask if they have time, and go right into script
always.
-Flow from one part of the script, right to the next. This significantly decreases hang-ups.
Every live call is so important to ensure you hit your completion per hour goal.
-You must ask for the Voter on file, make sure the caller verbally confirms
-You must repeat back the Year of birth and have the voter confirm the year you say is
correct so the survey is valid, this is crucial, or you will get flagged. Then typing in the full
4-digit year of birth, such as 1957 so that the survey is valid, this is crucial, or you will get
flagged.
-Make sure to get a clear concise answer from the caller so the survey is valid, kindly ask
them to restate if you are not certain of their answer.
-When a new survey campaign starts, never be in training for more than 2 minutes, or
you will get flagged.
-Never be in wrap up more than a few seconds (disposition the call as soon as it ends),
this is crucial, or you will get flagged.
-Never be in “available” mode more than 1 minute 45 seconds without then hitting
REFRESH IN COS SCREEN, this is crucial, or you will get flagged. Set a timer if you need
to, so that you refresh before it hits 2 minutes.
NOTE:
We want you guys to be efficient and follow each rule and guideline.
After two warnings provided, you will be pulled off the shift for a training/coaching
about this.
If ater the training you still with your behaviour, you will be terminated.
Quality for the client is very important and if you don't follow the rules, we all could lose
our jobs.
So please put yourself in our shoes and understand the importance for you to follow the
rules.
