Phone Protocols - We're all in this thing together...

Please don't take advantage of a huge benefit.

It has been awhile since we've reviewed our phone protocols. Here's a quick refresh of our expectations:

• As soon as you arrive, log into your phone.

• When at your desk, it is expected that your are in a "ready" state. Our customers come first. It's the reason why we implemented rollovers 3 years ago. That being said, if the call comes in to your line we expect you to handle it. The Inbound Team is not our secretary. They are here to help by handling the overflow calls, not field every incoming Outbound call. Your customers are calling YOU for a reason.

• When you're away from your desk (break, meeting, lunch, bathroom, etc.) make sure to set your phone on "not ready". We don't want out customers hanging around in phone system limbo.

• Before leaving for the day, log out of your phone. We still have the potential for overflow INBO calls as the day wears on due to staffing levels. If you're not here, but your phone is still logged on the customer will be trapped in our hold system. That's not a good customer experience.