Our annual peak season is rapidly approaching and we look forward to a very busy period following Thanksgiving. We've welcomed many new team members in the past few weeks and will continue to do so for the next week or two. We expect very little time off between Thanksgiving and the Christmas. It is a great way to pay for a few extras this Holiday Season so please plan on some overtime early next month. A few other items:
Most advocates will be scheduled for 10 hours on Cyber Monday, December 2nd, and most will be working Black Friday (Nov 29th). We plan on providing lunch on these days for you as a means of saying "Thank You!" from our clients. We will also be providing a Thanksgiving Dinner for those working full shifts on Thanksgiving. A number of drawings and incentives will be in place these days and we expect perfect attendance as our customers are counting on you.
The call quality, courtesy, friendliness and ability to follow call processes/scripts are all essential this Holiday Season and make a tremendous difference to customers and our clients. Please realize the energy and enthusiasm you bring makes a big difference. If you need a little more time on some contacts, communicating well with customers and following basic courtesy let's them know you care. Thanks for making a difference.
We have completed our annual enrollment for Healthcare in the past few weeks and while most individual premiums did not increase, USA800 expects to pay an additional $300,000 next year in costs for membership and compliance with the Affordable Care Act.
Due to Thanksgiving week being a pay week, we want to insure all paycheck deposits clear the bank holiday and hit your account for the Friday following Thanksgiving. As such, the pay period will be cut off early and will run Nov 13th thru Nov 25th (13 days). The following pay period willl include 15 days and will run Nov 26th thru Dec 10th. Overtime will be properly cared for and any calculated overtime for Nov 26th will appear on the pay cycle ending Dec 10th. This issue will again surface the week of Christmas.
USA800 traditionally pays a Holiday bonus in late December to recognize team members who meet performance standards of quality, attendance and overall service. Team members must still be with USA800 and need to meet attendance and performance guidlines so please focus your attention on our customers and your personal performance and contribution in the coming weeks.
Thank you for your efforts and contribution on behalf of our customers. If this is your first year with USA800, welcome aboard! We look forward to a great Holiday Season in 2013!
Chief Operating Officer & CFO