The Incinque Floor Policy is designed to define a code of conduct running the operations, drive professional behavior and maintain process hygiene. It is a guideline and typically a collection of system specific or procedural specific "ʺsuggestions"ʺ for best practice. They are not requirements to be met, but are strongly recommended.
The floor policies and guidelines are to ensure that the behavior is channelized in the right direction to monitor its adherence. Every employee should understand that the environment has to be kept hygienic, safe and professional as they not only represent themselves but a brand as well. They are themselves responsible for their acts and should appropriately handle the responsibility of the role they have within the process. The policy is universal for every employee regardless the designation and any breach in the code of conduct, integrity issues and security guidelines will be dealt with disciplinary action based on the severity and its frequency.
This policy applies to all employees working at Incinque. With reference to the Policy on Code of Conduct (enclosed for reference), the misconduct/misbehavior instances have been divided into three broad categories (Sev 1, Sev 2, Sev 3) with a chart explaining the necessary action to be taken if such a behavior/ misconduct is exhibited by the employee.
Major misconduct (serious violations --‐‑ high risk acts which require termination with immediate effect):
1) Fraud or misappropriation of data.
2) Falsifying Incinque documents e.g. employment applications, production reports, etc.
3) Misrepresentation of data/ fudging of data which includes hiding of relevant facts in a situation, giving biased results to a certain group of people.
4) Dual employment.
5) Racism and its manifestations resulting in prejudice / discriminatory behavior.
6) Disobeying any legal order specified by the management or any superior officers generally and in particular.
7) Disconnecting or hanging up customer calls without service or refusing to serve a customer willfully.
8) Communicating wrong information to customer / client willfully.
9) Failure to report a contagious or infectious disease which could cause serious harm to others if suffering from one.
10) Drinking or bringing alcohol within the Company premises.
11) Sharing own system id or password with anyone inside or outside the company (except common ids and password).
12) Conviction by a Court of law for the commission or complicity in a criminal offence.
13) Sexual harassment which includes but is not limited to, unwanted/unwelcome sexual advances/requests for sexual favors whether implicit or explicit/ visiting offensive sites, using sexual/ offensive words/ remarks in addressing persons of either gender, sexual bribery, sexual coercion, sexual imposition or assault.
14) Visiting pornographic sites or sending such material through email or any other Incinque systems.
Misconduct – violation of guidelines or code of conduct.
Behavioral issues (these may fall under Sev 1 depending on the gravity of misconduct):
1. Using abusive language / threatening or intimidating other employees/others.
2. Behaviors that may be offensive to individuals, including any unwelcome personal remarks about a person’s personality, age, marital status, religion, caste or race etc.
3. Impertinence, insubordination, disobedience, willful or otherwise of any reasonable orders of the superiors, including the orders which Incinque may issue in any condition.
Performance issues
1. Reluctant doing basic job responsibilities.
2. Not using proper AUX.
1. Consumption of food or beverages on the floor
2. Eating tobacco inside office premises.
3. Frequently exceeding breaks or unscheduled leaves.
4. Not wearing lanyard on floor or not wearing lanyard basis authorization
5. Using mobile phone on floor without proper authorization
6. Sharing a colleague’s access card to tail gate into permitted floors/area.
The standard working hours on a rostered day is 9 hours which includes 1 hour of break. This means 8 hours of productivity and 1 hour of break. For employees taking calls and remote sessions have to complete 9 hours of login time on CISCO/Avaya. The operations head shall establish each employee’s work schedule as operational needs demand. As this is 24/7 working environment so two week offs shall be provided as per operational needs and demand and can be consecutive or split. However; an employee may be asked to extend the working hours or to come on their week offs as per operational needs and demand and will be compensated with fixed overtime defined by company norms. The OT will be considered as a rostered day and the employee will only be eligible for OT if they complete the productivity decided by the management.
a) Unplanned absenteeism without informing the supervisor prior to the shift --‐‑ (Sev 2)
b) Late Login without any approval by the supervisor or any valid reason --‐‑ (Sev 2)
c) Early logout without any approval by the supervisor or any valid reason --‐‑ (Sev 2)
d) Low productivity (Decided as per the process) --‐‑ (Sev 2)
On a working day for full--‐‑time employees which is duration of 9 hours, they are eligible for two rest breaks of 15 minutes each and one meal break of 30 minutes in length. Part--‐‑time employees are eligible for only one meal break of 30 minutes. The Supervisor/CCOD will schedule meal periods to accommodate operating requirements.
a) Taking break without the approval of the supervisor/CCOD --‐‑ (Sev 3)
b) Exceeding breaks --‐‑ (Sev 3)
c) Taking breaks other than the meal/tea breaks in order to complete login hours --‐‑ (Sev 3)
d) Taking breaks 30 minutes before the shift logout --‐‑ (Sev 3)
e) Toggling between different Auxes and clubbing Auxes/Breaks --‐‑ (Sev 2)
Reporting to work or being on duty at work while under the influence of alcohol, drugs or a controlled substance, purchase, sell or attempt to obtain /dispense such things within the company premises is strictly prohibited. Employees must not report to work if he/she is impaired by the use of drugs or alcohol nor they are supposed to consume such things within the company premises. Anyone found reprehensible would be dealt with Severity 1 which would lead to termination of the services. Employees taking prescription drugs, including narcotics, as directed by a physician or dentist may be exempted from this policy, if the use does not endanger or impair the employee’s job performance or endanger other employees and employee has notified his/her supervisor.
Harassment, abuse or any other form of unfair treatment or sexual harassment of any employee for any reason whatsoever is considered as ZERO TOLERANCE no matter what designation the employee holds in the organization. Any such discrimination or harassment will be dealt with Severity 1 and will lead to lead to the termination of the offender along with legal action. The employees need to draw a line between their personal and professional life and should keep the work environment professional and friendly.
Sexual harassment of a woman in workplace is of serious concern to humanity on the whole. It cannot be construed to be in a narrow sense, as it may include sexual advances and other verbal or physical harassment of a sexual nature. The victims of sexual harassment face psychological and health effects like stress, depression, anxiety, shame, guilt and so on.
Any such instance will not be tolerated and may invite disciplinary action against any such person.
The use of mobile phones is permitted only to Manager and above as decided by the process owner. Any exception needs an approval from the process head. Only non--‐‑camera cell phones would be allowed on the production/operation floor.
a) Agents carrying mobile phones, iPad, Tablet PC in the production floor unless not authorized ‑ (Sev 1)
b) Camera phones, Memory Cards/ Pen Drives, USB cables, Mass Storage devices, Camera etc. carrying / using on the production floor unless not authorized ‑ (Sev 1)
c) Using pen, pencil, paper etc. on the production floor ‑ (Sev 1)
An agent is the first face of the brand for the customer. It becomes imperative for him/her to handle every transaction with sheer delicacy. The employee has to maintain the authenticity of the information, respect customers privacy, time and money. Be courteous and helpful to the customer and not set any wrong expectation.
Any form of customer avoidance is fatal and a ZERO TOLERANCE policy.
a) Being rude with the customer over the call, chat or email --‐‑ (Sev 2)
b) Not offering help to the customer or not extending help --‐‑ (Sev 1)
c) Toggling to get down at the bottom of the queue or any form of call avoidance --‐‑ (Sev 2)
d) Disconnecting customers call or remote --‐‑ (Sev 2)
e) Forcing directly or indirectly the customer to disconnect the line/remote --‐‑ (Sev 2)
a) Being rude with the customer over the call, chat or email --‐‑ (Sev 2)
b) Not offering help to the customer or not extending help --‐‑ (Sev 1)
c) Toggling to get down at the bottom of the queue or any form of call avoidance --‐‑ (Sev 2)
d) Disconnecting customers call or remote --‐‑ (Sev 2)
e) Forcing directly or indirectly the customer to disconnect the line/remote --‐‑ (Sev 2)
a) Setting wrong expectation with the customer --‐‑ (Sev 2)
b) Providing falsifying or misleading information --‐‑ (Sev 2)
c) Not verifying the necessary information phonetically
d) Improper/Incorrect Brandling --‐‑ (Sev 2)
e) Incomplete/Improper information shared with the customer --‐‑ (Sev 2)
f) Forcing the customer into any deal where the customer is unwilling --‐‑ (Sev 2)
g) Not educating the customer about the support helpline --‐‑ (Sev 2)
Off call behavior would generally be those activities which indirectly impacts customer’s experience.
a) Call back failure --‐‑ (Sev 2)
b) Improper/incomplete case documentation or disposition --‐‑ (Sev 2)
c) Case creation failure --‐‑ (Sev 2)
d) Over Documentation/ Under Documentation --‐‑ (Sev 2)
e) Avoiding case ownership --‐‑ (Sev 2)
Tampering the email or any means of avoiding remote or email survey --‐‑ (Sev 2)
Information is one of the Company’s most important assets. As a Incinque employee you will have access to Confidential and sensitive Information which if made available to competitors or the public may be detrimental to the Company, its shareholders, customers, Employees and other Stakeholders. Unless required by law, no employee shall disclose such information or permit its release to any person outside Incinque or even within to the employees of Incinque if they have no business to have the information. Any defaulter to the breach of security will be terminated from the services along with the action taken as per the Cyber Law depending upon the severity.
a) Attempting to take the Confidential and customer information outside the company through storage devices, emails, print outs or any other means --‐‑ (Sev 1)
b) Trying to access data/information as per the classification and not authorized --‐‑ (Sev 1)
c) Storing or saving of any form of customer information on email, desktop, online file server or any other means --‐‑ (Sev 1)
d) Asking personal information from the customer with the intent of getting connected personally through social networking sites, email, chat etc.--‐‑ (Sev 1)e) Downloading any unauthorized software/tool on the workstation --‐‑ (Sev 1)
f) Downloading any unauthorized software/tool on the on customers system without any approval from the supervisor --‐‑ (Sev 1)
g) Accessing any unauthorized website which is non--‐‑business related --‐‑ (Sev 1)
h) Accessing personal emails apart from the official email --‐‑ (Sev 1)
i) Use of any proxy sites or bypassing the IT security --‐‑ (Sev 1)
1) Watching porn content, social networking sites like Facebook, Twitter etc. on the production floor. --‐‑ (Sev 1)
j) Carrying personal laptops on the production floor except those approved by process head -(Sev 1)
k) Carrying mobile phones (except those authorized non camera), camera, mass storage devices like pen drive, external HDD, CD/DVD, iPad, iPod, or similar devices on the production floor - (Sev 1)
Providing a hygienic, safe and secured environment is not only the responsibility of the company but also of every individual. Any breach of policy and non--‐‑compliance activity will be dealt severely and any change in the policy or exception has to be approved by the process head.