How to Succeed at the Benson Directory®

Congratulations and welcome to the Benson Directory® employee #22391!

As our newest call handler, you will have the privilege of speaking with dozens of unique and interesting people on a daily basis as well as the opportunity to earn bonuses for high performance. Contained within this handbook you will find a set of ease to follow instructions designed to help you settle in to your new role and begin paving the way to success.

STARTING YOUR SHIFT

Upon arrival at our headquarters you will find ample parking. The three rows of the carpark closest to the entrances must be kept clear at all times, and you must display your Benson Directory Employee Parking Pass® clearly.

Your workstation (number 34, found on the third floor in hall 2A) has everything you need to succeed in your new role. When you arrive, follow these steps;

• Lock all personal belongings in the fire and waterproof safe located next to your desk.
• Log in to your computer and desk phone using the details provided (these will be placed in your safe the day before your arrival)
• Adjust your seat and equipment for comfort.

NOTE: You MUST log in no less than ten minutes before the start of your assigned shift. Failure to do so will result in the accrual of one penalty point.

ANSWERING CLIENT QUERIES

The Benson Directory® is an information hub; our clients may call from anywhere in the world for a number of reasons. In the course of your day you may be asked to provide current exchange rates, confirm time zone discrepancies, ascertain the value of assets or provide addresses and contact details. The answer to every question a client may ask can be found in your Benson Directory Database Software® - just enter the query and the answer will be provided.

When dealing with our distinguished clientele, we expect our employees to maintain professional and personal courtesy. To ensure success, remember:

• Answer every call with an appropriate greeting in the following formula - "Good morning/afternoon/evening, this is the Benson Directory®, how may I assist you?"
• Do not provide clients with your name. If asked you should refer to yourself as either Jane or John - this is for your privacy and security.
• Do not offer opinions or ask personal questions.
• If asked to provide your location, transfer the call directly to your supervisor (employee #412) and move to the next call.

Each call should take no more than five minutes and no less than three. If a client remains silent, hold on the line for the required three minutes without speaking and terminate the call when possible.

NOTE: failure to follow this guidance will result in a supervisory meeting in the first instance, followed by the accrual of penalty points with the exception of point four. Failure to comply with point four will result in an immediate meeting with #1 and a review of employment status.

BREAKS AND LUNCHES

Employees of the Benson Directory® are encouraged to maintain their own privacy. As such we provide soundproofed, personal break rooms complete with books and televisions. You are not required to bring lunch - the canteen staff will deliver a personalized tray to your break room at your allocated lunch hour. You will also find tea, coffee and soft drinks in your mini fridge.

As a nightshift call handler, you will receive two fifteen minute comfort breaks, which you may request at your leisure by raising the green flag on your monitor, and a one hour lunch break between 02:30 and 03:30. Please wait for the light above your breakroom door to illuminate before you leave your station.

When leaving your station:

• Log off
• Lock your computer and unplug your phone
• Tidy any and all notes into your locked drawer (the Benson Directory® operates a clean desk policy AT ALL TIMES)
• Proceed to your assigned break room calmly and quickly.
• Return to your desk and log on no less than five minutes before the end of your break/lunch.

Do not stop to make small talk with other employees, do not enter another employees break room. The bathrooms for hall 2A are located directly next to the elevators; you are not permitted to enter hall 2B. Failure to follow these instructions will result in the accrual of penalty points or the immediate enforcement of distanced workstation protocols.

LAISING WITH OTHER DEPARTMENTS

As a general query call handler, you may be required to contact other departments on occasion (a list of departments and their extensions can be found in Appendix A). It is important that you only do so when necessary; as a general query call handler, you are the first line of defence!

Only transfer a client to another department if your Benson Directory Database Software® indicates this is the correct way to deal with their query.

• To transfer a call, take the following steps:
• Place the client on hold using the 'HOLD' button
• Identify the correct extension using the list taped to the inside of your personal safe
• Verify the Benson Directory Database Software has provided the correct extension and click the 'VERIFY TRANSFER' option
• Perform a warm handover by letting the ring tone sound three times, then exit the call to allow your colleague to retrieve the client seamlessly.

NOTE: all call transfers MUST be verified and transferred with the warm handover protocol. If someone answers the call before the ring tone has sounded three times terminate both calls and inform your supervisor (employee #412) immediately by raising the red flag on your monitor. Your supervisor (employee #412) will direct you either to return to the main call queue or terminate your shift and send you home. If you are sent home by supervisorial order you will be paid for the remainder of your shift.

ENDING YOUR SHIFT

Congratulations! You have finished your first shift with the Benson Directory®; before you leave it is important that you ensure the security of the company and yourself.

• Before you leave:
• Log out of all company equipment
• Lock all typed or written materials in the top drawer of your unit
• Retrieve personal belongings from your safe

ALWAYS leave the way you entered unless directed to use another stairwell or elevator by a supervisor. Upon exiting the building proceed directly to your car or designated bust stop - do NOT look back.

ABSENCE AND LEAVE

As a valued employee you will accrue holiday days and sick leave to use at your discretion (with managerial approval). Holidays must be requested and approved at least four months in advance of the desired date. Sick leave must be requested and authorized no less than two hours before the start of your shift.

Unauthorized sick leave will result in the accrual of penalty points unless a valid medical document or phone call confirms an emergency situation.

MERITS, PENALTY POINTS, AND DISCIPLINIARIES

At the Benson Directory® high performance is rewarded. Likewise, poor performance, disobedience, and lack of professionalism have consequences. Merits are given by supervisors and managerial staff for meeting targets, exceptional composure when dealing with challenging clients, and displays of engagement in company culture. Gaining six merits in a six month period will entitle you to a cash bonus OR an extra day of holiday leave.

In comparison, penalty points are accrued through failure to follow directives, poor performance, and repeated, unauthorized absences. Accruing six penalty points in a six month period will result in a verbal warning. Eight penalty points will lead to a meeting with higher management for your department (#4 or #5), while ten penalty points accrued in a six month period will result in an immediate meeting with #1 and a review of your employment status.

Merits and penalty points do not nullify each other.

THE BENSON DIRECTORY® - WE MAKE CONNECTIONS

Now you have read this employee handbook, you are primed for success. We believe that hard work should be rewarded, but we also recognize that the unique nature of this company presents unique stressors. If you experience the following symptoms after a shift contact your supervisor (employee #412);

• Recurring dreams
• Persistent migraines
• Nosebleeds
• Anxiety
• Paranoia
• Audio/visual hallucinations

Display of these symptoms may entitle you to a paid leave of absence on an ad hoc basis subject to managerial authorization.

APPENDIX A - DEPARTMENTAL EXTENSIONS

• Finance and Accounts - 401
• Billing and Credit Control - 402
• Multilingual Queries - 403
• Client Identity Investigations - 404
• Echo Calling Escalations - 405
• Transcription and Dictation - 406
• Database Review Team - 407
• Initial Escalations - 408
• Irreparable Escalations - 409
• Termination Aftercare - 410
• Corporate - 001