Let’s go over releasing of minutes and how you are penalized:
- You release minutes outside of the 48-hour lockdown period, no impact, nobody will complain as long as you meet your minimum requirements;
- Swap time within the 48-hour lockdown period means you put the time up for swap for another agent to grab. If no other agents grab the time, you own it. If you do not show up, 0% CA for that time frame, which is extremely painful. The swap period is from 48-hours prior to serviced time up to two hours. Once you hit the two-hour mark, the hours can no longer be swapped.
- Release time in lockdown means you are no longer responsible for the hours and have an immediate CA impact for the hours you released. Arise considers this to be the same as a no-show. If you pick the hours back up, the best CA you can get for the intervals is 50%, as you did initially release them.
One 0% CA doesn’t hurt you, right? WRONG. Everything depends on how many hours you service and your other intervals average CA. With the 0% on your record, your CA could easily drop below 90%.
Oh well, it’s okay if I do that once in a while, right? WRONG. Dropping below 90% triggers the service revenue penalty, likely for two pay cycles as your SOW requires 90% or above for 30 rolling days. Please, read your SOWs…you all have a full copy, if you’re in class and/or servicing.
Having a CA below 90% negatively impacts our company with Arise and every paycheck you receive. Excessively hitting below your requirements will result in the termination of your SOW.
Any questions, you can always contact our office as shown below:
Office telephone numbers:
702-421-3017 – Main (call only)
702-330-9240 – Dan Direct Line (call/text)
702-900-9180 – Edwin Direct Line (call/text)