Table of Contents

CONTENT OF THIS KNOWLEDGE BASE

CRE TEAM STRUCTURE

REMOTE STAFF'S BACK STORY

GLOSSARY FOR CREs

TOOLS and RESOURCES

• SHARED TOOLS and RESOURCES
• EMAIL SIGNATURE SETUP
• BULLHORN
• TERAMIND
• FRESH DESK
• XERO
• PORTAL VER 2.0
• CLOUDTALK
• SIGNWELL
• BUSYBEE
• ZOOM
• SKYPE
• IONOS EMAIL
• GOOGLE DRIVE
• GOODLE SHEETS
• HUMHUB
• RESOURCE CENTRE
• TAXHELP

1. UNDERSTANDING THE CYCLE OF CONTRACTS

    DIFFERENT CONTRACT TYPES

    BYO (BRING YOUR OWN) CONTRACTS 

2. CONTRACT SETUP TIMELINE

3. CLIENT AND STAFF ONBOARDING

4 HEALTH CHECKS

5. ACCOUNT MANAGEMENT/POST ONBOARDING PROCESSES

• WORK SCHEDULE
• TIMESHEET ADJUSTMENT
  • OFFSET/MAKE-UP HOURS
  • PAID LEAVES/HOLIDAYS
  • OVERTIME
  • TIMESHEET DISCREPANCIES DUE TO TERAMIND ISSUES
• LATE TIMESHEET ADJUSTMENTS
• LEAVE FILING
• MANDATORY PAID LEAVES
• SPECIAL PAYMENT ARRANGEMENTS [CLIENTS]
• HOW RCs GET PAID
• EQUIPMENT REQUESTS
• COMMISSION and BONUSES
• SENDING GIFTS TO RCs
• RATE INCREASE/CHANGE OF RATE
• CHANGE IN CONTRACTED HOURS
• CoIC REQUESTS
• HMO
• PROVIDING LEAVE CREDITS TO RC
• TRAINING OVERSEAS/BUSINESS TRAVEL [REQUESTED BY CLIENTS]
• CLIENT TURN OVER
• ONGOING ACCOUNT MANAGEMENT CAMPAIGNS
  • CELEBRATING RCs WORK ANNIVERSARIES
  • PERFECT ATTENDANCE CAMPAIGN
  • REFERRAL PROGRAM
  • COMMUNITY ENGAGEMENT

COMPLIANCE RELATED PROCESSES

• ATTENDANCE CHECKING
• ABSENCES
• TARDINESS
• LEAVE FILING
• TIMESHEET ADJUSTMENT
• IDLE SCREEN SHOT MONITORING
• TRACKING LOST HOURS
• DEACTIVATING TERAMIND ACCESS FOR SUSPENDED ACCOUNTS
• DELETING ACCESS FOR TERMINATED CONTRACTS

ACCOUNTS RELATED PROCESSES

• CLIENT INVOICING
• REFERENCE RATE versus COMMISSION RATE
• PAYMENT and COLLECTIONS
• CLIENT ACCOUNT SUSPENSION
• CLIENTS REQUESTING FOR MATE RATE/DISCOUNT
• UPDATING BANK DETAILS

6. BACK ORDERS

7. REPLACEMENTS

8. CLIENT REFERRALS

9. SERVICE RECOVERY

10. CONTRACT CANCELLATIONS

• MIA/AWOL INCIDENTS
• STAFF INITIATED - RESIGNATION
• CLIENT INITIATE CONTRACT TERMINATION
• CONTRACT BUY OUT
• LIST OF CAUSES OF CONTRACT DISSOLUTION/CANCELLATION
• EOC PROCESS
• EOC CANCELLATION REPORT TEMPLATE (2024)