Callnovo Global Remote CSR Rules

Attendance Rules:
1. *CSR must turn on Screenshot Monitor software to activate attendance, auto-report
in daily basis. In a daily basis, CSR also needs to proactively clock-in and clock-out in
client chat group (If applicable). Please do not stop activity on your computer or the
Screenshot monitor system will be stopped, if it goes idle, this will affect your paycheck.

2. *CSR must inform the client and Callnovo manager of any late/absence/leave 72 hours
in advance if possible. Without minimum 24 hours in advance notice, CSR will be
deducted of 1 full-day service fee for 1 hour of “no show no call”, OR, CSR will be
deducted of 200% service hours fee for any late/absence/leave hours.

3. *Upon Callnovo manager’s approval, CSR can have a maximum average 1-day absence
per month throughout the year, and maximum of 3 consecutive days of absence in a
month for proven special occasions. Over-use of leave of absence may lead to
termination of the work contract.

4. *All absence days will not be paid. Any unapproved voluntary over-time will not be
paid.

5. *Doctor-approved sick days will be fully paid up to 3 days per year for all 1+ year tenure
remote CSR.

6. *CSR should give written notice to Callnovo 15 days in advance to end the contract so
that Callnovo can prepare transition. If CSR give less than a week written advance
notice to Callnovo to end the contract, Callnovo has the right to deduct a maximum of
1 week service fee.

7. *CSR can have up to approximately 45 minutes to 60 minutes daily of paid lunch time
and bio-break. The time slot for lunch and morning/afternoon regular break must be pre-
fixed and be known by Manager and Client.
Call Handle Rules:

1. *Unexcused unanswered call percentage > 10% may lead to monthly equivalent
percentage of timesheet payable hours deduction. For example, if 8 unexcused unanswered
calls are found out of 50 monthly inbound calls, CSR’s monthly timesheet payable hours
will be deducted by 8/50=16%, meaning CSR may be only paid of 84% of his wages for
the month.

2. *Missed calls must be returned within 2 working hours if possible. Late action on
missed calls return (etc. call back after 4 working hours) may lead to manager investigation,
service hours deduction or early termination.

3. *Arguing with customers or poor service attitude, ignorance and impolitely hanging
up the call may lead to US$5/Call penalty and termination of the work contract.

4. *Client Monthly Survey Score >=9 will lead to US$10-US15 bonus. Client Monthly
Survey Score <=7 will lead to US$US15 penalty and may lead to early termination.

5. * CSAT Score 5 percentage >=80% will lead to bonus US$10. CSAT Score (0,1,2)
percentage >=10% will lead penalty of US$10. CSAT Score (0,1,2) percentage >=30% will
lead to manager investigation or early termination.

6. *An inefficient Customer Service review on Amazon or any public platform or email
or recording will lead to US$5/case penalty.

7. *Good Customer Service review on Amazon or any public platform or email or

recording will lead to US$2/case bonus.

8. *CSR must report to Callnovo IT or Manager for any CRM or other software error
or unstable performance within 2 hours.

9.* In order to reduce missed calls, please fix lunch time during 12:00pm~13:00pm,
and dinner time should be fixed during 17:00pm~18:00pm，meal times MUST be set
under Nicaraguan time-zone.

• The schedule will also depend on the clients needs, so if the clients ask you to
take the lunch at a specific time, you need to follow the schedule.
Working Environment Rules:
1. * Quiet working environment (No dog barking or bird chirping etc.)

2. Do not open any type of documents that are not related with your client’s product, Netflix,
or any website that is not from Callnovo CAN NOT BE OPEN. YouTube is not allowed
to be open during your working hours unless the client ask you to have it open.

3. * Power and Internet needs to be 99.9% stable when working from home.

4. * UPS(Battery) and 4G/5G hotspot or backup Internet measures is a MUST to avoid

service disconnection. If there is any power outage or Internet ISP down for 1 hour
without advance notice to Callnovo and client, CSR will be deducted of 1 full-day service
fee.

5. * Chrome Browser must be used for the CRM.

6. * WIFI is NOT recommended while Ethernet Cable is highly recommended.

Information Confidentiality and Privacy Rules:

1. * No information should be copied out or photographed at any point of time.

2. * Any intentional or unintentional leakage of customer information may lead to company

investigation or further legal action.

Ana Elisa Lau 04/08/2021

Signed by Date