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1. 0. Introduction

Your employer is the organization named in your employment agreement.

Keep your details up-to-date:

IMPORTANT: As stated in your employment agreement, any notice sent by your employer, to you, will be "deemed to have been properly given if delivered personally, or sent by mail" to your supplied postal address.

A wrong postal address may lead to:

"Failure to show for your disciplinary hearing, failure to send a notarized written response, and failure to present evidence on your behalf, within the stated period, will be construed as a waiver on your part of your right to be heard."

The DOLE and NLRC will deem this as your fault, not your employer's, so please keep your address up-to-date.


Includes the following:

  • Avoid   1x. No 1 x daily quiz pass per work day.
  • Avoid   1x. No 1 x critiques training pass per work day.
  • Avoid   1x. No 1 x Public, and 1 x project vocal training pass per work day.

Handbook study, and daily training:

  • Can be done on a work PC.
  • Is to be done outside of working hours.

Each working day, you must pass:


2. Absence

  • Good   0x. 24+ hrs Request time off.
  • Avoid   5x max. Late, with 2-24 hrs notify.
  • Avoid   10x max. Late, with 0-2 hrs notify.
  • Avoid   15x max. Late, no notify = 5x per hr.

Times are measured to the second.

Timesheets show a "Lates registered" message if your timer's NOT STARTED within 3 minutes of your start time. This is a permanent registry of lates. It can't be adjusted or erased.

Total late allowance is 5 minutes per day. More that that and you'll be issued an "Absence penalty". Running late or no-show? Tell your manager.

Planning some time off? Use Request time off.

Can't notify yourself? Get someone (e.g. friend, family) to notify for you.

3 no-shows in 30 days means disciplinary action or termination. See People ➜ late-starts ===

No-show (without notify) for 2 days in a row means doc:2. Notice to explain in disciplinary hearing. ===

A further 2 working days without reply could mean termination. ===

  • Good   24+ hrs Request time off.
  • Good   Electricity or internet outage. Done time moved to "No project".
  • Good   SCM requests you to pick something up or other approved tasks. Please add a note when you "Stop".
  • Good   You're not certified.
  • Good   Big traffic or elevator delays (that hit most people).
  • Good   Travel accident and you're injured.
  • Good   Storm, natural disaster or social unrest.
  • Good   Doing pre-approved shift substitutions.
  • Good   Doing pre-approved management tasks.
  • Good   Your transport breaks down and you send your SCM a selfie evidencing you were there.
  • Avoid   General traffic or elevator delays.
  • Avoid   Mistaken on shift start time.
  • Avoid   Family problems / emergencies.
  • Avoid   Forgot something and returned home.
  • Avoid   Unexpected calls / texts.
  • Avoid   Wrong time on your watch.
  • Avoid   Delays returning from the province.
  • Avoid   Local fiestas.
  • Avoid   Co-worker requests you to pick something up.

The following DON'T count as valid reasons:

  • Not knowing the rule.
  • Not thinking anyone would notice.
  • Not reading the handbook.
  • Doing it because you saw others do it.
  • Claiming it was the first time.

3. Alcohol and drug abuse

Alcohol or drug incapability at work is gross misconduct. Your employer prohibits:

  • Avoid   Illegal drugs, alcohol, or unprescribed medication.
  • Avoid   Use, possession, solicitation, or sale of the above.
  • Avoid   Being impaired by the above.

Your employer may ask anyone to do a drug test any time.


4. Banned language

  • Avoid   1x. Said ma'am / sir during a call.

The words "ma'am" or "sir" are completely banned. Never call any customer, your client, or your manager "ma'am" or "sir".

You should address your manager by his/her 1st name.

Note from the founder, Craig Redmond:

"I've lived in NZ for 25 years, UK for 8 years, and never once heard someone call someone else "ma'am" or "sir". Never heard it at work. Never heard it at school. Never heard it at any government office."

"The only place it still seems to be used is in the military, or in the south of the U.S., by children addressing adults."

P.S. Still not sure? Watch the videos.

Never say "sir" or "ma'am". It gives away the fact that you're a stranger to them, and makes you sound like you're calling to sell them something.

  • Avoid   1x. Phonetic alphabet not used correctly.

When spelling a name or other written reference, always confirm using the correct phonetic alphabet (alpha, bravo, charlie...).

  • Good   "So that's A for Alpha..."
  • Avoid   "So that's A for Apple..."

See the full phonetic alphabet reference.


5. Certification

All employees must be certified. Certification requires:

  1. Passed the daily quiz 3 times People ➜ More ➜ Quiz results. ===
  2. Achieved a score of 15+ on the People ➜ More ➜ Critiques leaderboard. ===
  3. Signed an employment agreement People ➜ HR ➜ Docs history (and on paper). ===
  4. 5 consecutive days of perfect attendance. ===

Once certified, you get:

  • An ATM card assigned to you with P500 certification bonus loaded (if not already issued).
  • Remainder of P500 certification bonus advance (given as cash by SCM).
  • Locker and padlock (if not already issued -- normally given on 1st day).
  • 1 x free shirt (if not already issued -- normally given on 1st day).
  • A yummy box of donuts!

Note: The P1,000 certification bonus is only for employees who remain working for more than one month. If you leave before finishing one month, it'll be subtracted from your final pay.


6. Communications

  • Avoid   5x. Personal device not silent. Even outside shift.
  • Avoid   5x. No personal device or bag past yellow sticker. Even outside shift.

Personal devices must be put on silent and stored directly into your locker. They include:

  • Avoid   Smart phones.
  • Avoid   Tablets.
  • Avoid   Cell phones.
  • Avoid   Personal laptops.
  • Avoid   MP3 players.
  • Avoid   Gaming devices.
  • Avoid   Smart watches.
  • Avoid   Other similar devices.

Personal devices DOESN'T include:

  • Good   Standard wrist watches.
  • Good   Health or step monitors.

If you've been given Slack, open it when you start. Keep it open throughout your shift. Any channel may be inspected. No personal contacts allowed (including friends or family). No other chat software is allowed (including Google Hangouts, or any other web-based chat).


All service center PCs have Skype drop-in installed, so your manager can call you (with video) anytime. It'll open as soon as you turn on the PC.


Check your work email at shift start and end. Otherwise close your email (not even open in a background tab). Check all chat (including Google Hangouts) and other chat software is closed. Zipier Desktop checks it's closed.

SCMs and PLs: keep your email open.


7. Confidentiality

Your employer's (or its clients') information must be kept confidential.

You agree to:

  • Regard and preserve information as highly confidential.
  • Not disclose, nor permit to be disclosed, any confidential information.
  • Not photocopy, email, copy, or duplicate any confidential information.
  • Not use any confidential information for your own or any other entity's benefit.
  • Return (and not retain) all confidential information upon request.

You agree to report malpractice to HQ, including:

  • Fraudulent accounting and financial statements or practices.
  • Breaches of legal or regulatory requirements, committal of a criminal offense, or miscarriage of justice.
  • Damage caused to the environment.
  • The health and safety of anyone endangered.
  • Concealment of any of the above.

8. Dress code

  • Good   Maintain a well-groomed appearance.
  • Good   Leave your shoes in your locker.
  • Good   Socks or slippers are required in the work area. No bare feet.
  • Avoid   No visible undergarments, revealing, or provocative clothing.
  • Avoid   No caps, hats, or hoods. Except religious headwear.

No caps

No hoods

No hoodies

No shirt stains

No revealing clothing

No revealing clothing

From time-to-time, your employer does FREE company supplied shirts. For 1+ month employees.

  • Good   Employee IDs must be visible over the shirt.
  • Good   Outer jackets must be fully open, so the employee ID is visible.
  • Good   Keep gifted t-shirts forever.
  • Avoid   3x. All dress code violations.

9. Harassment

Harassment, victimization or bullying WON'T BE TOLERATED. All complaints will be investigated.


Sexual harassment is unwelcome sexual advances, request for sexual favors, or other conduct of a sexual nature which leaves the individual feeling threatened or compromised.

  • Avoid   Non-verbal: gestures, staring, leering, invading personal space, pin-ups, offensive publications, offensive letters/memo's, unsolicited and unwanted gifts.
  • Avoid   Verbal: language of a suggestive or explicit nature, unwanted propositions, jokes of a sexual or explicit nature, use of "affectionate names", questions or comment of a personal nature.
  • Avoid   Physical: deliberate body contact, including touching, rubbing, stroking, indecent exposure, groping, fondling, whistling.

Racial harassment is racist behavior aimed at any individual or group from a different ethnic background which leaves them feeling threatened or compromised.

  • Avoid   Non-verbal: offensive gestures, facial expressions, offensive publications, offensive letters/memos, racist graffiti, threatening behavior.
  • Avoid   Verbal: racist comment/abuse, racist jokes/ridicule, derogatory "nicknames", verbal threats.
  • Avoid   Physical: jostling, assault.

Bullying is a misuse of individual or status power (such as strength, personality, or age, job title), or collective power (e.g. through strength of numbers). It results in feeling compromised or threatened.

  • Avoid   Non-verbal: Withholding information/training/resources. Unreasonably changing priorities, or setting impossible objectives. Wrongful blame, excessive supervision.
  • Avoid   Verbal: Shouting, swearing, abuse, gossip, nicknames. Public reprimand, humiliation, ridicule, sarcasm. Invading personal privacy, home phone calls.
  • Avoid   Physical: Hitting, pushing. Practical jokes. Damaging or taking possessions.

Disability harassment is behavior which leaves a disabled person feeling threatened or compromised.

  • Avoid   Non-verbal: mimicking the disability, disregarding wishes or feelings, ostracizing or 'freezing out', ignoring, staring.
  • Avoid   Verbal: making fun of, mimicking, inappropriate terms, e.g. 'cripple' or 'spastic', inappropriate personal questions/comments about a disability, belittling or patronizing comments/nicknames.
  • Avoid   Physical: moving a wheelchair without the user's agreement, practical jokes e.g. hiding a disability aid, touching a visually impaired person (to annoy).

Victimization is unfairly treating someone less favorably, because they've:

  • Made a complaint.
  • Brought proceedings or given evidence.
  • Rejected advances.

E.g. A female secretary rejects unwelcome sexual advances of her male boss (sexual harassment). He then makes her life difficult by being overcritical, expecting twice as much, and/or giving a low performance rating.


Rumors are always destructive. You're expected to discourage and stop rumors.


If you're feeling harassed, victimized or bullied:

  1. Don't ignore the matter.
  2. Don't blame yourself.
  3. Don't worry you're making a fuss. You have a duty to future co-workers also in your situation.
  4. Find out if co-workers have similar problems? Encourage them to complain too.
  5. Keep a diary of all incidents.
  6. File a doc:Complaint against employee.
  7. Talk to your PL or SCM. Ask a co-worker to be present. Record a note of this conversation.
  8. Get your note stamped and signed by the PL or SCM. THIS STEP IS IMPORTANT.
  9. Still feel unheard? Go direct to the CEO.

Management will:

  1. Investigate.
  2. Apply disciplinary procedures for gross misconduct.
  3. In some cases, this may lead to termination.

Note from the founder, Craig Redmond:

"Workplace harassment, including sexual, racial, and bullying WON'T BE TOLERATED."

"Don't suffer in silence. You have a right to a good workplace."

"Not satisfied with how your complaint was treated? Then contact me directly."


10. Legal


Here's how to correctly stamp a doc.

Multi-page docs: Stamp (like above) the 1st page. All other pages, the employee signs on the side only.

No need to date, print names, or manager sign the other pages.


Additional employment elsewhere isn't allowed for full-time employees. Want more hours? Just ask.

Avoid conflict of interest.

  • Don't have outside dealings with your employer's competitors, customers, suppliers, or vendors.
  • Don't sell stuff or pass out literature in the service center.
  • Don't accept gifts, donations or inducements (e.g. favors, services, loans or fees), which may influence your judgment.
  • Don't let personal affairs hurt your employer's reputation.
  • Avoid romantic involvement with people from your employer's competitors, customers, suppliers, or vendors.
  • Immediately disclose any such relationship to your SCM.
  • If there's any doubt, ask your SCM.

11. Memorization

Shortcuts quiz Shortcuts answers

Switch window Alt+Tab
Undo Ctrl+Z
Copy (highlighted text to clipboard) Ctrl+C
Paste Ctrl+V
Close window Alt+F4
Print Ctrl+P
Save Ctrl+S
Cut (delete selected text, copy it to clipboard) Ctrl+X
Redo Ctrl+Y
Windows Explorer Win+E
Timer "Start" / "Stop" Win+Y
Timer "Go on break" / "I'm back" Win+G
Search Zipier Win+A
Back to last call script section Ctrl+B
Open link in new background tab Mouse-wheel Click
Close tab Ctrl+F4
New tab Ctrl+T
New window Ctrl+N
Zipier login or Zipier home page Alt+Home
Go down a page Space
Go up a page Shift+Space
Open link in new background tab Ctrl+Click
Open link in new foreground tab Shift+Mouse-wheel Click
Open link in new window Shift+Click
Reopen last tab (if accidentally closed) Ctrl+Shift+T
Go to 1st tab Ctrl+1
Go to 2nd tab Ctrl+2
Go to last tab Ctrl+9
Switch to next tab Ctrl+PgDn
Switch to next tab Ctrl+Tab
Switch to previous tab Ctrl+PgUp
Switch to previous tab Ctrl+Shift+Tab
Back (go to the previous page in browsing history) Alt+left arrow
Forward (go to the next page in browsing history) Shift+Backspace
Forward (go to the next page in browsing history) Alt+right arrow
Reload F5
Wipe cache & reload Ctrl+F5
Stop loading current page ESC
Find (search box) Ctrl+F
Jump to next find match F3
Increase text size Ctrl++
Reduce text size Ctrl+-
Change text size Ctrl+Mouse-wheel Roll
Return to normal text size Ctrl+0
Paste without formatting Ctrl+Shift+V
Fullscreen F11

To enable gmail shortcuts, go: Gmail > Cog > top right corner > Mail settings: Keyboard shortcuts

Compose new email c
Show email shortcuts Shift+?
Send email Tab, then Enter
Reply to email r
Forward email f
Archive email e
Delete email Shift+#
Newer conversation (thread) k
Older conversation (thread) j
Next email in conversation (thread) n
Prev. email in conversation (thread) p

On the phone, spell words using the phonetic alphabet (to be memorized by all):

  • A. Alpha.
  • B. Bravo.
  • C. Charlie.
  • D. Delta.
  • E. Echo.
  • F. Foxtrot.
  • G. Golf.
  • H. Hotel.
  • I. India.
  • J. Juliet.
  • K. Kilo.
  • L. Lima.
  • M. Mike.
  • N. November.
  • O. Oscar.
  • P. Papa.
  • Q. Quebec.
  • R. Romeo.
  • S. Sierra.
  • T. Tango.
  • U. Uniform.
  • V. Victor.
  • W. Whiskey.
  • X. Xray.
  • Y. Yankee.
  • Z. Zulu.

12. Money


No loans or cash advances. No asking for loans from co-workers. No exceptions.

  • Avoid   No loans or cash advances.
  • Avoid   No lending or borrowing.

Your employer never gets involved in any lending or borrowing disputes between employees.

In other words, DON'T LEND OR BORROW OFF EACH OTHER. Your employer won't help you reclaim your money.


13. Pay


See larger version.


You'll be paid to an ATM card. You'll be required to change the PIN when you first receive the card. You can change your PIN again anytime.

To get your pay (on pay day), you'll need to:

  1. Come in to work.
  2. Ask PR for your pay.
    • Only during meal periods, or before/after shift.
  3. PR gets your ATM card, and goes with you to the ATM.
  4. Once at the ATM, PR gives you your ATM card.
  5. You put in your PIN number.
    • Keep it secret. PR should NOT KNOW your PIN number.
  6. You check your balance.
  7. You withdraw all your money as cash.
  8. You give the ATM card back to PR.
  9. You sign the money receipt form. PR also signs.

The card remains your employer's property, and will be held for safe keeping.

  • Avoid   Never let PR know your PIN number. Unless it's "Final pay appointment".
  • Avoid   No one else can get your pay for you. It'll never be released to anyone else.

There's no other way to get your pay, except coming in personally.


Your employer uses gross pay to describe pay as a monthly amount. See your pay at: People ➜ Pay

  • Hourly bonus is a fixed amount ADDED to your pay for every hour worked.
  • Not getting your hourly bonus is called a penalty.

Your hourly bonus:

  • Is an optional incentive.
  • Depends on your work performance.
  • Is specifically NOT to be considered as a benefit or mandatory payment because of its variable nature.
  • May have the rate changed, penalized or withdrawn.

A changed hourly bonus won't change your base pay, but will change your gross pay.


You may be offered perfect attendance bonus of P2,000 per month.

To achieve the perfect attendance, you must have:

  • Good   No late starts.
  • Good   No lates back from meal period.
  • Good   Zero no-shows.
  • Good   No early stops.

Perfect attendance is reset every pay period (half month). Poor attendance in one pay period doesn't stop you getting perfect attendance in the next.

Requesting an exception? See the good and bad reasons first.

If you joined or left the company part way through a pay period, you'll still qualify for a pro-rata perfect attendance amount, for the part of the pay period you're there.


Any employee who becomes suddenly unavailable, for any reason, including:

  1. "Just cause" termination.
  2. Failing to qualify for regularization.
  3. Resigns without 30 days notice.

Forfeits all remaining unpaid:

  • Hourly bonuses.
  • Perfect attendance bonus.

Pay days are every 7th and 22nd. Paystub's are be sent by email.

See your People ➜ pay-calendar.

For public holidays, Saturdays, and Sundays, you'll get your pay the day before.

The pay periods (cut-offs) are "1st to 15th", and "16th to last day".

For example:

Leaving or terminated employees have their "Final pay appointment" on their last normally scheduled pay day, when their last remaining pay was due to be paid anyway.

Purchased something on behalf of your employer? Keep the receipt, and submit an Expense claim.


All leaving employees get 13th month pay regardless, even if they were terminated for "just cause" or failed to qualify for regularization, provided they were employed for at least 1 month.

You simply have to show up for your "Final pay appointment" and you'll get it.

13th month pay is 1 months basic pay pro rata for the year, or:

People ➜ Pay ➜ Rate ➜ Rate amount x avg. monthly hours x proportion of year worked.

The Christmas cash gift is for employees who continue to be fully employed up until, and beyond, the 31st of Jan. If you leave before 31st of Jan, you'll then get a Subtraction from your final pay.

Both 13th month pay and the Christmas cash gift are:

  • Paid on the 7th of December.
  • For a completed year of service, or a proportion thereof.
  • Require that you've worked for at least 1 month by pay period end.
  • Calculated on the 12 months of paystubs up to and including pay period end.
  • Entered on your paystub as "+ Post-tax benefits" and is tax free.

Leaving part way through the year? 13th month pay is added to your "Final pay appointment" using Once only tax-free benefit (because it's tax free).

Unless otherwise noted in your agreement, all employees get 5 days PAID time off each year, automatically given after 1 years service.

Use it for vacation and sick leave.

You can also request UNPAID time off, if you run out of time off balance (or you're less than 1 year).

To request any time off, click Request time off.

PLEASE NOTE: Unused time off balance will be automatically monetized into an "Earnings underpayment correction" on Dec 31st (or end of employment).

Your employer doesn't carry over unused time off.


See People ➜ Time off ➜ Paid holidays.


14. Penalties

Absence penalties will be dismissed if a good reason's given.

All penalties (incl. absence, auto, manual, and follow-up) can be dismissed if:

  1. The employee approaches the SCM (outside shift).
  2. There's a face-to-face conversation.
  3. Future improvement is assured.

Absence penalties are fully automatic.

  • Good   0x. 24+ hrs Request time off.
  • Avoid   5x max. Late, with 2-24 hrs notify.
  • Avoid   10x max. Late, with 0-2 hrs notify.
  • Avoid   15x max. Late, no notify = 5x per hr.
  • Avoid: 3x. All dress code violations.

  • Avoid: 3x. No employee ID visible.

  • Avoid: 3x. No hot drinks, locker visits, or personal device use on toilet breaks.

  • Avoid: 3x. No taking more than 10 minutes toilet breaks per work day. ===

  • Avoid: 5x. No USB flash drive past yellow sticker.

  • Avoid: 5x. Personal device not silent. Even outside shift.

  • Avoid: 5x. No personal device or bag past yellow sticker. Even outside shift.

  • Avoid: 3x. Not scanning your employee ID as instructed. ===

  • Avoid: 3x. No sleeping (or looking like sleeping) at your desk.


With follow-ups, you get 2 warnings, then on the 3rd occurrence (in a rolling 30 calendar day time frame) you'll get a penalty.

  • Avoid   5x. No surfing / personal chat in the work area.
  • Avoid   5x. Zipier Desktop not running.
  • Avoid   3x. A timesheet row's missing it's project.
  • Avoid   3x. QA time done, but gaps in reviews.
  • Avoid   3x. No "Stop".
  • Avoid   1x. No 1 x daily quiz pass within 5 hrs of shift.
  • Avoid   1x. No 1 x critiques training pass within 5 hrs of shift.
  • Avoid   1x. Did daily quiz during shift.
  • Avoid   1x. Did critiques training during shift.
  • Avoid   1x. Did vocal training during shift.
  • Avoid   1x. No 1 x public and 1 x private vocal training pass within 5 hrs of shift.
  • Avoid   1x. Selected same vocal training source as last few days.
  • Avoid   3x. Has call exceeding wrap time limit.
  • Avoid   1x. Said ma'am / sir during a call.
  • Avoid   1x. Phonetic alphabet not used correctly.
  • Avoid   1x. QA took too long.
  • Avoid   1x. Wrong project or call used during QA.
  • Has recently expired agreement.
  • No 1st agreement.
  • Hasn't 100% manager onboarded.
  • Missing IQ score ... for all 2+ week employees.
  • Missing typing speed WPM ... for all 2+ week employees.
  • Missing emergency contact information ... for all 2+ week employees.
  • ATM card needs to be issued.
  • Fix rate amount. Can't be below minimum wage of P61.38.
  • No manager assigned.
  • Joined 1 year ago. Must get 3.5+ hrs/mo time off.
  • Hasn't 100% self onboarded.
  • Changed personal data. Must be reviewed.
  • Changed contact info. Must be tested.
  • Has a leave date, but the termination doc hasn't been issued.
  • Termination doc has been issued, but leave date not set.
  • No ghosting managers / supervisors.
  • FYIs happening 3 days in a row.
  • Started 5+ minutes after planned time.
  • Stopped 5+ minutes before planned time.
  • No show.
  • Has overlap with time off.
  • Project leader not set.
  • Turn on calls out.
  • Call scripts not set.
  • Calls out script has too few vocal questions.
  • Turn OFF calls out for QA / Validation project.
  • Calling project has no QA project.
  • Calling project has no validation project.
  • More leads needed.
  • Wins target not reached.
  • Pressed hang-up too quickly.
  • No answer calls have talk time.
  • Not active during calls.
  • Narrow range of critiques used.
  • Pay day coming up.
  • Planned times haven't been sent recently.
  • Tax form due.

15. Pregnancy

The SSS requires female employees, who become pregnant, to:

"As soon as a member becomes pregnant, she must immediately notify her employer of such pregnancy and the probable date of her childbirth..."

"If the employee fails to notify the employer ... the maternity benefit application may be denied.".

Your SCM requires you to give:

  • Written notification.
  • A pregnancy test (written), or ultrasound result.

16. Security

  • Avoid   No disclosing passwords or PINs.
  • Avoid   No installing unauthorized software.
  • Avoid   No looking at stuff you shouldn't.
  • Avoid   3x. No employee ID visible.

The employee ID must be visible over your shirt.

For employees (not visitors) who forget their employee ID, only the SCM is allowed to scan them in past the turnstile.

Don't swap the lanyard (ID necklace) from the company logo print.

  • Your employer may monitor, access, and inspect any company property.
  • Your employer may search Slack, email, PCs, desks, pockets, bags, packages, lockers, cupboards, or company vehicles any time.

You're required to comply with searches. Searches of work email or chat accounts applies even if messages were sent outside of work hours or premises.

Don't expect privacy. Don't use work accounts for personal matters.


You'll get a free locker for your stuff, probably on your 1st day. Items left in lockers are at your own risk.

Lost your key? Just request locker opening with the bolt-cutters. We'll replace it with a new padlock for FREE.


Don't have personal letters delivered to work.


Your employer accepts the duty to protect your confidential employment information.

Here's when your employer might turn over personal information:

  • Legal subpoena by court order.
  • Lawsuit.
  • Employee benefit plans.
  • Health care or insurance plan.

17. Shifts

  • Avoid   3x. No "Stop".
  1. Leave your personal devices, bags, shoes in your locker.
  2. Turn on PC.
  3. Chrome sign in and link data (see below).
  4. Zipier login:
  5. Check Zipier Desktop's running.
  6. If you've been given Slack, open it and leave open.
  7. Check email, then close it.
  8. "Start" timer.
  9. Go to project and start.

If Zipier Desktop shows the black disconnected status, don't close it. It'll automatically reconnect later.



Still dealing with a customer and you're the last shift? Stay with the customer until finished. Add a note when you "Stop".

  1. Close project software.
  2. Do "Stop".
  3. Pass all daily training:
  4. Disconnect Google account and clear data (see below).
  5. Shut down PC.
  6. Clear desk.


Your employer follows standard non-compensable combined 60 minute meal periods. During meal periods you'll be relieved from your duties.

The purpose of meal periods is to give all CCs enough time to do activities that shouldn't be done during shift, like:

  • Have snacks and food.
  • Prepare hot drinks.
  • Get items from your locker.
  • Toilet breaks.
  • Chat with friends.
  • Check your phone, outside the calling area.

You'll be automatically reminded of your shift start and end times, both by loud speaker, and on your PC screen.

Here's an example of an 8 pm to 5 am evening shift:

3:00 hours       8:00 pm to 11:00 pm

- - - 1st 30 minute meal period - - -

2:30 hours      11:30 pm to 2:00 am

- - - 2nd 30 minute meal period - - -

2:30 hours      2:30 am to 5:00 am
  • Avoid   3x. No hot drinks, locker visits, or personal device use on toilet breaks.
  • Avoid   3x. No taking more than 10 minutes toilet breaks per work day. ===

Every CC gets a combined 10 minute allowance (per day) for paid toilet breaks (during shift).

E.g. You can take 3 minutes in 1st shift, 3 minutes in 2nd shift, and 4 minutes in 3rd shift, max.

Toilet breaks means:

  • Leaving the work area.
  • And, while your timer is still started (green).
  • And, you clicked "Save: stop calling".

Toilet breaks aren't to be used for:

  • Avoid   Don't make hot drinks on toilet breaks.
  • Avoid   Don't visit your locker on toilet breaks.
  • Avoid   Don't use personal devices (phones) on toilet breaks.
  • Avoid   Don't chat with co-workers on toilet breaks.

What if all the comfort rooms are occupied? Return to your desk. Don't wait. Waiting counts towards your 10 minute allowance.

Your SCM will mark you as absent for the minutes you're away from your desk (if over your 10 minute allowance).


Your employer's standard work week is 8 working hours per day, 6 days per week, or 48 hours per week. Reasonable notice is given for changes in work week.


18. Termination


You must give 30 calendar days notice in writing to your SCM.


You'll get 30 calendar days termination notice, except for "just cause" termination, or failing to qualify for regularization. Termination notice will be handed to you personally or sent to your address.


If both SCM and employee agree, termination can be "mutual consent". 30 days notice (for both parties) can be shortened or waived.


The following may result in termination as "gross misconduct":

  • Avoid   Excessive no-shows or late starts.
  • Avoid   Not notifying of no-show or late start.
  • Avoid   Failure to properly perform assigned work.
  • Avoid   Leaving before shift complete.
  • Avoid   Falsification of timesheet times or tasks.
  • Avoid   Repeated refusal to work overtime.
  • Avoid   Repeated refusal to do assigned work.
  • Avoid   Inability or refusal to work in harmony with fellow employees.
  • Avoid   Deliberate spreading of false rumors.
  • Avoid   Sleeping while on shift.
  • Avoid   Use of work time for non-work purposes.
  • Avoid   Incompetence in performing duties.
  • Avoid   Insubordination.
  • Avoid   Theft.
  • Avoid   Profane or abusive language.
  • Avoid   Willful damage to company property, equipment or materials.
  • Avoid   Unauthorized use of company property, equipment or materials.
  • Avoid   Fighting, threatening or attempting bodily injury to another.
  • Avoid   Falsification of company records.
  • Avoid   Falsification of recruitment application.
  • Avoid   Disclosing confidential company information.
  • Avoid   Gambling of any kind.
  • Avoid   Habitual or gross negligence.
  • Avoid   Violation of conflict of interest.

Possession on company premises of:

  • Avoid   Stolen items.
  • Avoid   Drugs or alcohol.
  • Avoid   Knives, explosives, firearms, or other dangerous weapons.

Gross misconduct may result in suspension without pay. This may be for 7 calendar days or more.

Suspension without pay is considered a temporary severance of employee-employer relationship. It's NOT to be considered as part of the employee's length of services.

This shall NOT be considered "preventive suspension" as per the Labor Code. Preventive suspension may result in 30 calendar days suspension.


When leaving, you'll get a detailed email explaining how to arrange for your "Final pay appointment", including what to bring.

Leaving or terminated employees have their "Final pay appointment" on their last normally scheduled pay day, when their last remaining pay was due to be paid anyway.


18.7 Post termination obligations

Upon termination you must:

  • Immediately return (and not retain) all: books, documents, records, PC hardware, software, credit cards, ATM cards, keys or other employer (or client) property.
  • Keep your obligations of confidentiality.
  • Not divulge, use, or in any other way cause to enter any 3rd parties' possession, any lists or details of clients, or products, or any item of information, or knowledge that was gained through your association with your employer.

19. What to do while waiting

  1. Re-take any of the quizzes.
  2. Learn:
  3. Get better at typing:
  4. Read:
  5. Tweak:
    • Change your gmail theme: Gmail > Cog (top right) > Mail Settings > Themes.
    • Add gmail labs: Gmail > Cog (top right) > Mail Settings > Labs.
  6. Write training materials about your project.
  • Avoid   Don't sit and do nothing.
  • Avoid   Don't chat with others.
  • Avoid   Don't wander around.
  • Avoid   Don't make personal calls or chats.
  • Avoid   Don't use personal devices.
  • Avoid   Don't make a hot drink.
  • Avoid   Don't leave the work area, except for toilet breaks.

20. Work area

  • Avoid   5x. No USB flash drive past yellow sticker.
  • Avoid   5x. No surfing / personal chat in the work area.

No surfing, Facebook, or personal email allowed on work PCs. Not before shift. Not during toilet breaks or meal periods. Not after shift. Not ever.

But, you can surf if:

  • You're on your own personal smart phone.
  • AND, using your own personal data plan.
  • AND, outside of shift time.
  • AND, away from the work area.
  • AND, not past the yellow sticker.


Need a toilet break? Click "Save: stop calling".

Don't let your current call sit there, uncompleted. It'll be logged as "long wrap", and you'll get a follow-up.


No chewing gum anywhere in the service center.

No food at your desk. Exceptions only for employees on shifts requiring 6+ hours without meal periods. You may still eat in designated food areas.

All drinks must be in spill proof mugs, supplied by yourself.

A spill proof mug is a cup with a lid that won't come off if the cup fell over. Don't bring:

  • Avoid   Fast food cups with a flimsy lid and straw.
  • Avoid   Aluminium cans.
  • Avoid   Bottled drinks.
  • Avoid   Open mugs or cups.

Mugs must be stored in your locker after shift.

  • Avoid   Don't prepare hot drinks during shift. Prepare hot drinks during meal periods, then drink it during shift, at your desk.

Everyone gets a locker on their 1st day. Keep your things in your locker. Your employer isn't liable for theft.

No shoes, slippers, or bags are to be left out of lockers (wet shoes and umbrellas can be stored in the bathroom).

The only thing to be left out in the locker area is motorbike helmets (put on top).


Don't have personal books, magazines or newspapers at your desk. You can read during meal periods, but away from your desk.


No music playing, downloading, or file transfer using PCs.

Background sound generators are fine:

Sound generators don't have vocals (in a language you understand), or popular musical instruments.


If visitors (non-employees) need to enter the work area, AND you'll be the one accompanying them, use your own employee ID to scan them in past the turnstile.

Don't leave visitors on their own in the work area. They must ALWAYS be accompanied.

No children or babies can stay while working.


No smoking on work premises.

  • Avoid   3x. No sleeping (or looking like sleeping) at your desk.

Neck or travel pillows aren't allowed in the work area.

You may sleep in other areas, if:

  • It's a designated sleep area (look for the sign below).
  • AND, it's outside of shift time.

  1. Pass your daily training before shift, or in meal periods.
  2. If the next shift CC's late, stay and cover.
  3. If still with a customer, say you'll transfer them to another CC.
  4. Being with a customer must'nt stop the next CC from starting on time.
  5. Do a windows "log off" (instead of windows "shut down").

21. X-rays

The mayor's office requires all employees get an x-ray once a year.

Use the request form (below) from your OA, and you'll have nothing to pay.

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