Compensation and Benefits
Time Cards & Pay Periods
In order to determine hours worked, the non-exempt employee is issued a time card to be used to document arrival and departure times.
Non-exempt hourly paid employees are to clock-out whenever they leave the building for any non-business reason. Record only your own time; Never "swipe" anyone else's card and never ask a co-worker to swipe your card for you. Swiping someone else's time card is a very serious infraction.
Our official work-week runs from 12:00 midnight Monday through 11:59 p.m. the following Sunday night. Payday is by direct-deposit to your bank account, every two weeks, the Friday follwing the end of the pay period. Centratel issues payroll through direct deposit to ensure that all employees are paid on time, in the event that there are no authorized signers present in the office to generate and sign paper paychecks on payday. If a new employee does not have a bank account established to accept direct deposit pay when they are first hired, Centratel will issue paper pay checks for the first 2 pay periods of employment. After that time, and as a condition of employment, new employees MUST have an account set up to receive direct deposit payroll. Pay can be deposited to either a checking account or a savings account. Banks do not have restrictions on opening savings accounts, so this type of account can be opened in the event that a checking account is not an option. For new employees who require paper checks during their first 2 pay periods, those checks will be issued on the regular pay day and be available for pick up in the office after 1PM. (Above italics indicates clarification of policy 6/1/2007)
When a time punch is missed it creates confusion and extra administration time to fix. It is “part of the job” to punch in and out properly. For this reason, to be eligible for the quality bonus (see Logged Call Review Quality Bonus, below), TSR staff members must remember to punch in and out and to punch in on-time before their shifts begin. Things happen, so each TSR receives a credit of two missed punches or late check-ins (or a combination of the two) per month. A TSR’s third late punch-in or missed punch within a month means that TSR is ineligible for the quality bonus to be paid the following month.
Employee Advances on Earnings
In the event of a financial emergency employee’s may take an advance on earned wages prior to the employee’s designated payday. Advances will not exceed 60% of gross wages currently earned and the entire amount of the advance will be deducted from the next paycheck issued. Requests for advances require a 24 hour turnaround. Employees are limited to two advances a year, with each new year beginning on the anniversary of employment. (added to handbook 8/15/06)
Overtime
Overtime pay of 1 1/2 times the regular rate of pay is paid to non-exempt employees for hours worked over 40 in one work week. Only hours actually worked count towards overtime; if one is on vacation, those hours not worked are not included when computing overtime hours. Exempt employees are not eligible for overtime pay. Every effort will be made to provide advance notice of any required overtime. It is company policy to limit overtime. Overtime must be authorized in advance.
Split Shift Position
Centratel incorporates a split shift into the TAS shift schedule as an effective way to handle peak-period call volume. For example, the busiest time of a weekday day is from 6am to 10pm and 4pm to 8pm with a “slow” period from 10a to 2pm. As the term suggests, the split shift consists of two short shifts broken into two separate time periods. The Split shift requires additional flexibility and commitment on the part of the TSR so additional compensation for working as a Split Shift employee is warranted. Here are the split shift guidelines:
Split shift definition: In the same calendar day, two separate short shifts, instead of one regular eight hour shift. Usually the two shifts are separated by several hours but add up to eight hours total in a given work day.
Pay premium, 2 Hour or less shift: Any split shift assigned lasting 2 hours or less in duration will receive a $5/hour premium for the shift in addition to the hourly wage for a minimum of two hours
Split Shifts lasting longer than 2 hours: Split shifts lasting longer than 2 hours in duration will receive a $2/hour premium for the shift in addition to hourly wage
Overtime Hours and Split Shifts: Employees who work a split shift and qualify for overtime or holiday pay will receive the split shift pay premium at regular “straight” rates.
Approval: To qualify for pay premium, split shifts must be pre-scheduled and approved by the telephone answering service Manager
Substituting: A Telephone Service Representative who covers a pre-scheduled split shift for another will receive the hourly pay premium in addition to hourly wage.
Unscheduled call-ins: In the event an employee is called in (unscheduled) to work a partial shift, the employee will receive base hourly pay; however, employees who are called in will receive not less than a minimum of 2 hours base pay.
Logged Call Review Performance Bonus
The Logged Call Review Bonus (LCRB) process provides objective measurement of TSR performance using precise, measurable standard-of-performance criteria.
For each TSR, twelve calls are reviewed each month as described above, providing a base of 1200 points (100 points per message reviewed). Various deductions are made for less than perfect performance in several dozen different categories. Additionally, if the TSR makes a bona-fide error in that month based on a customer complaint, 50 points are subtracted from the total creating a 4% decrease in a month's total score.
Qualifying for the bonus:
1) Per month, “failed punch-in's” and “late's” must not exceed two (see Time Cards and Pay Periods, above)
2) Per month, a minimum of twelve “1550” account improvement suggestions must be submitted .
Please do not ask for exceptions: It would not be fair to other TSRs. We are rigorous about upholding these requirements.
TSRs meeting the above requirements are eligible for the following bonuses based on two criteria:
Component 1. Message Quality. At least twice each month, each TSR receives evaluations of twelve randomly selected calls (a total of twelve calls each month). The Quality Manager scores and then reviews the calls one-on-one with the individual TSR and makes recommendations to assist the TSR in achieving a higher quality of performance. At the end of the month the scores are averaged in order to get a final score. Note that it is a job requirement that a minimum score of 85% be consistently maintained.(And, in order to qualify for a LCRB, a minimum call duration must be attained. See Component 2 below).
Monthly score of 90.00% - 94.99% will receive a bonus of 12% of the previous month’s gross pay. If employed for more than a year, the bonus will be 15%.
Monthly score of 95.00% to 99.99 will receive a bonus of 15% of the previous month’s gross pay. If employed more than a year, the bonus will be 20%.
Monthly score of 100.00% and above will receive a bonus of 20% of the previous month’s gross pay. If employed more than a year, the bonus is 25%. (Note: it is possible to exceed 100% due to Component 2, described below).
Component 2. Efficiency: (This portion updated 11/24/2006. Effective retroactive to 9/1/2006). The total quality score earned in Component 1 above can be increased if the TSR maintains a low average call duration (the amount of time it takes to process a call.) Clearly, it is of value to callers, clients and co-workers when calls are processed concisely and quickly. However, TSRs must be aware that rushed or abrupt call handling will be penalized firmly in the message quality portion of the logged call review ("Component 1").
Two Shifts to be Measured:
Daytime shifts: Mon-Fri 4am to 6pm
Evening/weekend shifts: all other hours
Qualifying and Earning Additional Bonus Based on Call Duration
To qualify for the monthly LCRB, the TSR must have an average call duration of less than 45 seconds. For an average call duration of under 40 seconds, there is an addtional 3% addded to the total quality bonus as described in Component 1, above. If the average call duration is 35 seconds or less, the additional bonus is 6% (thus, if a TSR scores 95% in the quality component, #1 above, the total bonus score would be 101%). To be eligible for the additional bonuses for speed, the base monthly score, including complaints, must be at least 90% To illustrate: If a TSR has 96% in quality and has 2 complaints, the monthly quality total would be 88%. This disqualifies the TSR from the additional “speed” bonus. Italicized paragraph above effective 5/22/07 -sc
Pro-rating Evening/Weekend calls
We have carefully studied the average call duration for both daytime and evening/weekend shifts and have found that evening/weekend calls take 15 seconds longer to handle than daytime calls. Most TSR's work a variety of shifts. Based on the individual TSR's 40 hour shift schedule, we will carefully account for how many daytime hours per week are worked and how many evening/weekend hours per week are worked. Weekend hours average call duration will be adjusted backwards by 15 seconds to make them equivalent to daytime call durations and then they will be blended in with any daytime hours (that will not be adjusted). By doing this, everyone's call durations will be measured against the same criteria, using the 45, 40 and 35 minimum requirements.
LCRB is paid per the statistics of the previous month, on the 2nd payroll of the current month (For example, November's performance bonus will be paid in the second paycheck in December). The LCRB calculation excludes vacation allowance, commissions, the previous month's quality bonus and any other bonuses.
Sales Referral Commission
As callers realize the superior quality of service that Centratel provides, they may become curious, especially if they themselves use an answering service. You can let these callers know that you can immediately connect them to someone on our Growth Team or that we can fax or email information regarding our services. If the caller won't leave information, you should still give them our toll free sales number (which should always be handy at your station) and our website address (www.centratel.com).
A $100 commission is paid for a new account that is due to a TSR's individual referral (note that the referral can't be an inquiry from Centratel's own sales efforts. For instance, if a caller asks about our answering service and a TSR directs them to the sales department and they are consequently put “on service” as a telephone answering service account, that is a commissionable sales effort. Or, if a TSR knows someone locally who can use our services, refers them to our sales department and their company is subsequently put on service, that is also a valid and commissionable effort. The account must stay with Centratel a minimum of 90 days and be paying their bill properly). This commission is only available to TSRs, not to administrative staff. (Italics update 2/11/2007)
Birthdays
Once the 90 day probation period is past, the employee is eligible to take the day off WITH pay. If the birthday is on a day off, the employee takes off the regularly scheduled work day that is closest to the birthday (no exceptions). The staff member can come to work on the birthday if he or she wishes but will be paid regular time and there will not be an alternative day that can be taken off. A birthday is a big day and we think the employee should make the best of it!
Anniversary Bonus
We reward our employees for their loyalty and longevity. The anniversaries that are recognized at Centratel are an employee’s 5th, 10th, 15th and 20th. The bonuses are as follows:
5th year:....$200
10th year:...$400
15th year:...$600
20th year: $1,000
These bonuses are issued as separate checks from regular payroll checks. Note that this is a newly instituted bonus program as of 2/21/07 and will not be rewarded retroactively for past anniversaries.
Holidays – Telephone Answering Service
Holiday Pay for Operations Staff who have Completed 90 Day Probationary Period
Because we provide 24 hour/365 day services, telephone answering service employees often work on holidays. After completing the introductory period, all full time telephone answering service employees who work a minimum of 35.00 hours weekly are entitled to our holiday benefit. The following policies apply to full time, eligible, non-exempt hourly paid employees in the telephone answering service department.
On the following holidays those who work will be paid for 8 hours of Full Holiday Pay in addition to actual hours worked. Those who do not work will be paid for 8 hours Full Holiday Pay. This means for the hours you work you will receive double time. If you don’t work any hours you will still receive your regular wage for 8 hours. You must not miss a regular shift immediately before, or immediately after, the holiday Modification made 2/8/2008.
New Years Day
Thanksgiving Day
Christmas Day
On the following holidays those who work will receive Time and a Half Holiday Pay for hours actually worked. Those who don’t work will not receive additional pay:
New Year’s Eve. 4PM to midnight
Easter
Memorial Day
4th of July
Labor Day
Christmas Eve. 4PM to midnight
Holidays – Administrative Personnel
Holiday Pay for Administrative Staff who have Completed 90 Day Probationary Period
On the following holidays Administrative offices will be closed. Administrative staff will have the day off with regular pay. Those who work will receive comp time equal to hours worked.
New Years Day
Easter Sunday
Memorial Day
4th of July
Labor Day
Thanksgiving Day
Christmas
Friday after Thanksgiving:
Admin Staff, hourly – You may work or you may take the day off without pay. If you work you will receive your regular rate of pay.
Admin Staff, salaried –You may work or you may take the day off using PTO, if available.
Christmas Eve. Office closed at 4PM.
Christmas Day
New Year’s Eve. Office closed at 4PM.
Vacation Allowance (non-exempt Employees)
We all need time away from work to help balance our lives. Our Vacation Allowance (VA) policy provides a flexible approach to meeting these time-off requirements. The policy is inclusive, containing provisions for vacation, personal, parental, bereavement and sick leave.
VA is paid to each employee as it is earned, not when the time off is actually taken. VA is included on every paycheck, based on the number of hours worked. It is up to the employee to manage vacation allowance received.
VA awarded on each paycheck is based on actual hours worked. It is calculated by taking the employee’s hourly wage and multiplying it by the number of vacation hours they are allowed in a year (see schedule below). The result is the total dollar value of the vacation pay for that year. That total dollar figure is then divided by 2080, the number of work-hours in a standard year. The result is the VA for that employee: a dollar figure that is multiplied by the number of hours in a given pay period and paid on that paycheck. Note that the VA calculation reflects that the employee earns allotted time off when he or she has completed a full year of service, even though the employee may actually take the time off during the year in which he or she is compiling the VA.
Employees earn VA according to the following schedule:
• 1st and 2nd years of employment: VA compensation is equivalent to 80 hours per year. VA begins accumulating upon completion of the 90 day introductory period.• 3rd and subsequent years: VA compensation is equivalent to 120 hours per year.
VA is available to all regular full-time, non-exempt, eligible employees after they have completed their 90 day introductory period (there is no VA accumulated during the 90 day probationary period). Non-exempt employees working less than 35.00 hours weekly accrue no VA. revised 4/9/07
Scheduled time off is subject to advance approval from your Manager. For scheduled time off of five or more successive days in a row, staff must submit a written request to the telephone answering service Manager at least 6 weeks in advance of the desired time off.
Administrative personnel must request time off through the General Manager or CFO. Time off is approved on a first-come, first-serve basis. It is to one’s advantage to request time off as soon as he or she knows the exact time period to be taken off. If more than one employee asks for the same time off, time off may be granted to both employees only if staffing is sufficient and no overtime is incurred. Otherwise, time off will be granted to the first employee to request time off in that time period. It is critical that time off be requested in written form.
One may use VA for an immediate and unexpected absence due to illness or emergency. If the employee wishes to use VA for time off due to illness or emergency, the details should be noted in the book by the time clock.
The employee must leave employment in good standing in order to be compensated VA on the final check. If employment is terminated or if the staff member quits without a 2-week notice, outstanding VA will be forfeited.
The employee should review the policy for calling in sick in the Attendance section of the handbook.
Should a holiday occur during a scheduled leave period, it will not count as a VA day.
PTO (Exempt Employees)
The basics of VA described above apply to PTO. However, for exempt employees PTO is not paid on each paycheck, but is “stored” for future use. The employee must exhaust PTO before taking unpaid time off. The employee must leave employment in good standing in order to be compensated unused PTO on the final check. If employment is terminated or if the staff member quits without a 2-week notice, PTO will be forfeited.
If an administrative staff employee works on a full holiday – one which they were not required to work, they will be reimbursed with PTO time equal to the hours worked.
The staff member must have prior approval from his or her supervisor before taking PTO.
Family & Medical Leave
Family and medical leave will be in accordance with applicable Federal and State laws.
COBRA Insurance Coverage after Centratel Employment
According to the federal Consolidated Omnibus Budget Reconciliation Act (COBRA), you and your eligible dependents have the right to continued health insurance coverage after termination of employment or loss of eligibility. Coverage is for a limited time at your own expense. We will provide details of the COBRA benefit to you upon eligibility for group health insurance coverage and again on termination of employment or the eligible event.
Individual Retirement Account (IRA)
Centratel has a Simple IRA Retirement Plan. All employees, upon being hired and after the 90 day probationary period, are eligible for this benefit. Employees can choose to make salary reduction contributions to this plan. Centratel will contribute matching funds up to 3% of annual earnings. The SIMPLE form provided to you includes the plan's details.
Group Health Insurance
Centratel provides group health insurance coverage for full-time, regularly employed employees. Our group health insurance carrier is Providence Health Plan. Coverage commences on the first day of the month following the end of the successfully completed 90-day introductory period.
The group plan is a Comprehensive Health Insurance Plan. Details are covered in the Plan Handbook provided by Providence.
If an employee chooses not to use Centratel health insurance because they are covered through another program or family member, we will compensate the uncovered employee at the rate of $100 per month. (modified 1/8/07).
Complete information regarding health insurance coverage is provided to each employee at the time they become eligible for coverage.
Providence Health Plan Health Insurance Premium
Effective 1/1/08 Health Insurance Premium amounts and responsibility for contributions are:
|
Premium per Month |
Centratel share |
Employee share |
Deduction per pay check |
|
| Employee | 323.02 | 269.77 | 53.24 | 26.62 |
| Employee & Spouse | 742.73 | 269.77 | 472.96 | 236.48 |
| Employee & child/children | 598.24 | 269.77 | 328.47 | 164.24 |
| Employee & Family | 921.02 | 269.77 | 651.25 | 325.63 |
