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All the following protocols may be adjusted based on semester needs. Full-timer requests take priority over the following protocols.
Attendance
- All BSC employees must return to work on move-in day for the upcoming semester. A full-timer must approve any exceptions.
- All hiring must be completed before the start of semester breaks unless positions are opened at the last minute.
- All new hires should be trained before move-in day except those who could not go to HR before the break began and will be out of town for that break.
Black Out Times
- All project-based departments will prioritize contact volume from move-in day to the deadline day (one week after the start of the semester), all project due dates should be pushed back to reflect this.
- New hire training or outages take priority over contacts.
- All project-based departments must be trained on chats, phones, and emails before move-in day.
- All project-based departments must be logged into Cisco and have the email work list open for the duration of their shift to be prepared for increased volume.
- They will take phone calls when the wait time is more than three minutes or the queue is above seven.
- Emails will be taken when the phone queue does not meet the above requirement.
- All huddles, forum hour training, one-on-ones, and other meetings will be canceled for the first week of the semester unless otherwise stated by a full-timer.
- Phone team leads are expected to take calls during the first week of the semester if the wait time is above two minutes or the queue is above three and will do so until there is ready time.
Other High Volume Times
- Phone team leads are expected to take calls if the wait time is above two minutes or the queue is above three and will do so until there is ready time.
- All project-based departments are to prioritize phone calls if the wait time is above three minutes or the queue is above seven.
- Pressing projects/meetings are prioritized over this.
- All project-based departments are to prioritize emails if 400 emails are on the work list.
- Pressing projects/meetings are prioritized over this.