EOC PROCESS

Created by Medz Polestico, Modified on Thu, 13 Feb at 3:00 PM by Medz Polestico

updated as of July 31, 2024

OBJECTIVE To follow a standard process in cancelling contracts and ensuring a smooth sailing transition for both the client and RC.

EFFECTIVITY SEPTEMBER 1, 2024

EOC TIMETABLE
WHEN	ACTIONS TAKEN	DESCRIPTION
EOC INTENT RECIEVED	IDENTIFICATION OF POSSIBLE EOC FROM HEALTH CHECK	CRE was able to sense trigger points that may lead to a cancellation whether from RC or client.
IN 1 BUSINESS DAY	POST ON FUTURE DATED EOC GC VIA SKYPE	CRE to report this potential cancellation so that our BI Analyst, Sr. CREs and Management will be able to forecast our net gain precisely.
IN 1 BUSINESS DAY	CREATE A POTENTIAL EOC TICKET/ADD POTENTIAL EOC TO AN EXISTING TICKET	CRE has to report this potential cancellation as soon as it is determined from our Health Checks. FD Ticket is needed so we can properly document and track the progress of these contracts in the verge of ending.
APPROXIMATELY 1 - 7 DAYS	ONGOING SERVICE RECOVERY EFFORTS	CRE to conduct a thorough analysis (Fishbone/5 Whys) to unveil the true reason for cancellation.
1-2 WEEKS	NEGOTIATIONS HAPPENING	CRE to tie up any loose ends and make sure that both parties agree to a common ground that will keep the contract running smoothly.
1 BUSINESS DAY FROM THE RECEIPT OF EOC CONFIRMATION	UPDATE THE INITIAL POST ON THE FUTURE DATED EOC GC VIA SKYPE	If all efforts are exhausted to save the contract and either parties would still want to proceed with the EOC, CRE to acknowledge the receipt of the request.
1 BUSINESS DAY FROM THE RECEIPT OF EOC CONFIRMATION	CREATE A CONFIRMED CANCELLATION TICKET	CRE to formally create an EOC Report based on how the situation ended up as a contract cancellation.
1 BUSINESS DAY FROM THE RECEIPT OF EOC CONFIRMATION	SET A CANCELLATION DATE ON THE CONTRACT FOUND ON THE PORTAL	CRE to set a future dated contract cancellation on the portal.
1-2 BUSINESS DAYS FROM THE RECEIPT OF EOC CONFIRMATION	SETTING OF EXPECTATION, CONFIRMING REPLACEMENT	CRE to confirm and persuade the client to seek for a replacement from us. And to also lay out the next steps for bothe
1 WEEK BEFORE SET CANCELLATION DATE	EXIT INTERVIEW	CRE to follow this Exit interview guidelines.
1-2 BUSINESS DAYS FROM WHEN FINAL PAY COMPUTATION IS RECIEVED FROM PAYROLL OFFICER	SENDING OF CoU VIA SIGNWELL	CRE to send the CoU as a confirmation that the outgoing RC understands his obligations as a contractor post-termination of his/her contract.

Below are the sequence of events from the time we receive an end of contract intent from either client or remote contractor.

I. When you receive any request from either your client or RC to end a contract, kindly go back to your Health Checks and Customer Care notes. This will give you an idea how to properly position your service recovery plan and execute them in a seamless manner. You can make use of the 'Root Cause Analysis or 5-Whys Method'

EXAMPLE

Reason: Staff is Resigning

Why? Due to pay/rate

Why? Increasing financial obligations

Why? Parents are sick and have maintenance meds

Why? Mother has diabetes, father is disabled

Why? Breadwinner

ACTIONS OF CRE

1. Create a root cause analysis and work with your Sr CRE. Two heads are better than one.

2. Action right away and connect with the RC/client to identify if the contract can still be SAVED.

3. Create an action plan and seek for your Sr. CREs guidance and approval. Fresh set of eyes can sometimes give you a better perspective.

II. If you have an ongoing service recovery or email exchanges with either RC or client that led to the discovery of this potential contract termination, please have the potential cancellation report added as a note to that existing ticket. There should be 2 'Tags' to be used - Service Recovery and Potential EOC

If there is no existing ticket on FD, please create one following the format below:

Subject: POTENTIAL CONTRACT CANCELLATION | [FULL NAME OF THE RC]
CRE: (Your name)
Client name: (same name showing on the portal)
Type: Support
Department: (REMOTE CONTRACTOR OR CLIENT)
Inhouse Ticket Type: CRE/SUPPORT
Concern: CONTRACT CANCELLATION REQUEST
Status: In Progress
Group: Service Group
Agent: (Choose your name)
Internal Group: Service Group
Internal Agent: (Your Sr. CRE)
Paste the filled Potential cancellation form
Priority: HIGH
Contractor Name: Type the RC's Full name
Tags: Potential EOC
Click on CREATE

Please add the following as ticket watchers:

Raphael (Data Analyst)

III. Post this as a POTENTIAL CANCELLATION on the 'Future Dated' GC on Skype' following the snap show below. Kindly copy and paste this as a TEXT based from the Potential Cancellation' format found here and make sure to include the FD Ticket of the potential EOC. Please have this added on your 'Upcoming Cancellation' report via our PD Board.

IMPORTANT: Please tag Raphael on the said post.

IV. Conduct service recovery efforts based on your root cause analysis and action plan.

V. Negotiations.

You have to go back-and forth between your RC and client to negotiate on certain things that will help save the contract. If everything has been exhausted but neither parties are willing to provide a viable solution, please escalate the matter to your Sr CRE to see if there's something we can offer from our end as definite resolution to the problem.

VI. If you've already exhausted all efforts but both parties still agreed to end the contract, CRE must create a new ticket for the confirmed contract cancellation. Please see the guide below.

FD Ticket subject line should be: Contract Cancellation Request / Pay on Hold / Teramind & Email Access Deactivation | [FULL NAME OF RC]

Subject: Contract Cancellation Request | Pay on Hold | Teramind Deactivation | [Full Name of RC]
CRE: (Your name)
Client name: (same name showing on the portal)
Type: Request
Department: CRE
Inhouse Ticket Type: CRE/SUPPORT
Concern: CONTRACT CANCELLATION REQUEST
Status: In Progress
Group: Service Group
Agent: (Choose the assigned CDA for this client. Use this reference)
Internal Group: Service Group
Internal Agent: (Payroll Officer - Monica)
Priority: High
Contractor Name: Type the RC's full name (same name showing on the portal)
Tags: EOC
Kindly completely fill the new EOC/Cancellation Report Template and paste it on the description box of this ticket.

Please add the following as ticket watchers:

(Yourself-CRE)
Billing Specialist
Sr CRE
Raphael (Data Analyst)
Otie from Accounts
Leigh from Payroll
Sha from GP (only if RC is enrolled to GP)
Ness from Tax Team (only if they are tax registered). You can check here if RC is registered.

In addition, CRE must update the original post on the 'Future Dated' GC on Skype by adding a note that it's now a confirmed cancellation. Kindly include the FD Ticket of this confirmed cancellation.

IMPORTANT: Please tag Raphael on the said post

VII. Remind both RC and client of the termination clause to be strictly followed based off of their contracts. The following should be included on the discussion: notice period, tasks/files/credentials handover, equipment to be returned if applicable, remaining loan balance and repayment if applicable, exit interview to be scheduled with RC, re-endorsement (only if applicable) replacement details and recap of our Ts&Cs, signing of CoU and releasing of final pay

VIII. CRE needs to set a future dated cancellation date on the portal following the agreed cancellation date with both parties. Please use the screen shots below as your reference.

Search for the staff's name on the 'Contract page'.

Click the 'Notes' page, then click 'Add Note' on the upper right hand side of the page. Paste the EOC/Cancellation Report as plain text. Make sure that you've chosen 'General under the 'Action' drop down menu. Click on the 'Add' button to save the changes you've made.

Go to the 'Contract Info' page. Click on 'Cancel Contract' and fill the fields appropriately based on your confirmed EOC report, then hit on 'Submit'.

LEGEND (STATUS) DROP DOWN

TERMINATED
RESIGNED
INVALID START-UP
CANDIDATE WITHDRAWN
CLIENT WITHDRAWN
30-D CANCELLATION R
30-D CANCELLATION t
Buy-out

LEGEND (REASON TYPE) DROP DOWN

STILL TO BE UPDATED BY IT

IMPORTANT: Kindly update the FMI tracker >> EOC Tab. This will be IT's basis for email deactivation requests. Update the Active Contracts Masterlist accordingly.

IX. Kindly send the RC a 'Notice of Termination' using the available canned response on Fresh desk under the 'CRE' folder. Schedule an exit interview that should be done via Zoom. (Medz still waiting for the recommended format of the exit interview from BI)

X. (ONLY IF APPLICABLE) Technology Transfer form needs to be accomplished if there is a need to recover or transfer a client owned equipment from one location/RC to another. Please find the attached file. This needs to be sent via Signwell.

XI. CDA to finalize the timesheet of the RC based on the EOC notes. CDA to deactivate the Teramind access of the outgoing RC. Client's access should also be expired if there is no longer any remaining active contractors under the account. Billing Specialist to issue final invoice to the client if there is no remaining RC after the contract cancellation. Otherwise, they will only bill the client until the last paid date of the exiting RC. Any unused hours will be reflected as a credit memo on their next month invoice. Tax team to verify if there's any deductibles. Payroll Officer to add the final pay computation as a note on the existing EOC Ticket via FD.

XII. Sr. CRE to verify the contract cancellation report and confirm that no important step was missed. Sr. CRE to also update the status on BH and make sure the other fields were automatically updated based on the contract cancellation set via the portal.

Manually change the 'Candidate Status'.
Manualy change the 'Client Status'.
Double check Contract Status, End date, Reason Type and Termination reason.

XIII. Based on the final pay computation from our Payroll Officer (This is added by Monica on the ticket), CRE to send the Certificate and Affidavit of Undertaking to the personal email of the remote contract via Signwell. Kindly upload the completed document to the portal and to the EOC FD Ticket so that Monica can release the final pay of the RC.

XIV. Monica to release the final pay (as long the the client's invoice has been paid) and close the ticket once done.

Frequently Asked Questions

1. What if my RC/Client doesn't want to follow the notice period?

Ask either your RC/Client what made them decide to deviate from agreed the notice period. Kindly remind them that they signed on their contract stating that they understand the strict implementation of the notice period unless the contract termination reason falls under the Section 16.1 and 16.4. If either of these parties would really insist and the reason is not listed on both clauses mentioned, kindly inform them that we will need 3 business days to review their request and decide on this plead as per Section 16.4 of their signed SA. Escalate this request to our CMD and action according to the latter's response. Kindly tag your Sr. CRE on the said request.

2. Can Remote Staff cancel a contract if the client has been consistently missing payment?

Absolutely, paying their dues on a timely manner is client's obligation. Our business payment term has long been discussed with them. If it affects their payment pattern/behavior, feel free to offer a special payment arrangement provided that this will help them pay their invoice/s on time. You may refer to Section 16.1 regarding this inquiry.

3. What are the reasons for when the client can immediately terminate a contract?

The Client may make an application in writing to Remote Staff to immediately terminate the agreement

on the basis of special circumstances including the following as stated on SA cl (which also includes RC demise)

4. If the RC/Client went MIA (Missing In Action), should I still create a confirmed cancellation report or treat this as ongoing service recovery?

As CRE, you should have already determined by now whether this contract can still be saved. In the event that either your client/RC is no longer responsive, you can use this guide as a reference. This will be treated as a confirmed cancellation in the event that there is still no response in 3 business days from the missing party. If RC went MIA, CRE to identify if the client would agree to have him/her replaced asap. RS would need at least 2 weeks of being notified in writing by the client as per SA Section 16.8.

5. Should a contract cancellation within the first 30 days period be recoded against the retention rate of the CRE?

A cancellation will not affect Retention Rate if the total duration is less than 30 days. If it exceeds due to client granting a longer notice period than the standard agreement which is 24hrs, a Replacement Order must be in place. Otherwise, it is taken against CRE Retention, no longer LR opportunity.

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