Due to legal concerns, the Centratel Employee Handbookis no longer available.
Centratel Employee Handbook
Q: Why do we make our Employee Handbook open to everyone?
A: It’s an unorthodox thing to do compared to how the rest of the answering service industry operates. Publishing this 30,000+ word meant-for-the-employee text is completely congruent with the way WE do things; particularly, our emphasis on being forthright and our belief that “more information is always better.” And, as you read through this handbook and the rest of our website, you will see that we pride ourselves on having nothing to hide. We consider ourselves the best in the United States; Getting there is not easy and we’re proud of what we’ve done. There are no short cuts and no magic formulas, and innovation is mandatory.
The online version of our employee handbook is organized by category. You can find what you want using the table of contents below or by selecting a category listed in the right side menu.
- Introduction
- Employment
- Introduction
- Company Policies
- Equal Opportunity Employment
- At-Will Employment
- I-9 – Employment Eligibility Verification
- Confidentiality
- Introductory Period
- Employee Classifications
- Exempt, or Salaried, Employees
- Absences
- Business Hours & Work Schedules
- Bidding on a Shift
- Work Breaks
- Staff Meetings
- Employee Evaluation Reviews
- Employment Termination
- Compensation and Benefits
- Time Cards & Pay Periods
- Overtime
- Split Shift Position
- Logged Call Review Performance Bonus
- Sales Referral Commission
- Employee Referral
- Birthdays
- Anniversary Bonus
- Holidays – Telephone Answering Service
- Holidays – Administrative Personnel
- Vacation Allowance (non-exempt Employees)
- PTO (Exempt Employees)
- Retirement Plan (Simple IRA)
- Family & Medical Leave
- Oregon Family Leave
- COBRA Insurance Coverage after Centratel Employment
- Group Health Insurance
- Pacific Source Health Plan Health Insurance Premium
- Government Required Coverage
- Workplace Policies
- Attendance
- Computers, the Internet, E-mail and Voice Mail
- Dress Code
- The Air we Breathe / Smoking
- Personal Privacy
- Headsets
- Drug & Alcohol-Free Workplace
- Expenses
- Harassment-Free Workplace
- Kitchen/Break Room & Food
- Regular Breaks and Bathroom Breaks
- Idle Chatting
- Office Comportment & Social Climate
- Office Cleanliness and Safety
- Cell Phones, Tablets and Reading
- Telephones, Voice Mail & Voice Logging
- Safety
- Communication
- The Telephone Network
- Types of Call Forwarding
- Client Message Delivery Methods
- Vertical Markets
- Quality Manager’s Report
- The TSR’s Purpose
- TSR Training Manual
- Other
- The Words We Use: Transformational Vocabulary
- Friends and Family?
- Courtesy/Professional Titles For Clients and Callers
- Matching and Mirroring
- Are You a Robot?
- Remember the “2 in 100” Rule
- Getting the Job Done
- Your Command of the English Language
- Centratel Innovations and Noteworthy Changes
- About the Industry
- The Price We Must Pay