be treated, your words and word you. language because conflict is A level of I maturity. conflict that demonstrates leadership and as much as excel

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1 E A S C Vi44As!wic CALL CETER S CODE OF ETHCS A A Always others as you Be practice empathy and compassion towards one another, would want to sensitive and careful may dictate how with be treated, others behave toward your words and word you. choice. in another words treat: The impact of our words Be equally mindful of your body language because it can too speak volumes Be proactive and problem solve any differences, we are human beings and 1 inevitableit is how you manage conflict that demonstrates leadership and conflict is A level of maturity. J A 1111 Always * ever use overhear Be a respect each other s space, values, beliefs, ideas, privacy and feelings. profanity in this great listener 1 speaks the loudest. A7 Always the workplace. Why? Because you never language and be offended Try to listen twice encourage your coworkers Commit to being Always L improvement accountable and be open-minded and to as much as excel to performing willing to you higher levels your duties U : know who may11!. may speak Sometimes silence to accept constructive of achievement. the best criticism of your and use ability. it for self! iii 11 Ensure a and attempting Commit fostering all happy to a safe and healthy to being achieve a key working a workable solution. team member healthy, positive working environment in the by identifying WC Call environment when one member problems and concerns Center and shareholder is in happy, we are iji U o#te 6a ma ft ae ot oie

2 ll ii s L i ii i All team members will be extended courtesy and respect at all times! demonstrating a caring attitude and disposition in the City of Dallas WC Call Center t is our goal to deliver exemplary service to our customers while sustaining the teamwork philosophy which is inspired through the power of influence, uniformed organizational efforts, and proactive problem solving. This will empower us to retain a healthy balance between professionalism, doing my job and having fun on a daily basis.! L iii To promote standards of pracihce; 11 To provide a benchmark for C5R to use for self evai.uat jon as well as performance reiews; To establish a framework for professional be.havior and responsibilities; As a ye.hicle for occupational identity; As a mark of occupational maturity; 1111 ll ll

3 Sustaining a productive team Mission Statement Teamwork is how we will operate. t is how this call center will function smoothly. Keeping in mind this concept: One band, one sound but many players on one accord. Maintaining high quality and superb customer service at all times. This is not a suggestions but a requirement and is expected of me. WC Call Center 1

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9 * A S C Call Center Quality Assurancg 1011ff CSR: Todays Date: Time: QA Agent: Participants ame: DOB: Phone o.: Site # Date of call: Time: Type of Call: flappointment flquick ntake fj Reschedule fltransfer flother Tpo do Llarnada Cite Coleccon do Dabs Prograrnar ueva Cta Translado Otra Cosa How long was your hold time? Cuanto tiempo estuvo en espera? Was the call taker s tone friendly? flyes fio Fue arnable el tono dei/dela representante? Si o Did the call taker provide their name during the call? fi Yes El o Comments: Le proporciono su nombre el/la representante durante a ilamada? Si o Comentartos: Did the call taker seena knowledgeable about WC and its policy? fl Yes [Jo Le parecia i formado/a el/la representante sobre WG y su poliza? Si o (EX: Were all your questions answered during your call?) (EX: Fucron respondidas todas sus pregunars durante su liamada?) Did the call taker provide you with an appointment that was convenient for you? fi Yes L o L A Le proporci000 c/la representante una cita quo fuera conveniente para usted? Si o /A Did the call taker inform you to bring all the mportant documents so that you could receive your WC benefits? Le informo el/a represertatante do traer todos los documentos importantes para poder recibir sus beneficios do WG? fl Yes fi o Comments: Si o Comentarios f you were to rate your experience during your call to the City of Dallas WC Call Center, what grade would you give us? Si usted pudiera calificar su experiencia durante su llamada a a Giudad do Dallas Centre do Llamadas do WG, quo caiificacion nos dana? 1- Poor (Mal fi 2 Fair (Mas o Menos) fl3-averageeien) fl4good(siuy Bj fi 5-Excelent Ecebente) Thank you for participating in the survey, do you have any suggestions or concerns to help the call center to improve its services. Gracias por participar en a encuesta, Tiene usted alguna sugerencia o inquietud quo ayude al/ ala representante mejorar Lu servicio 7 Evaluator comments & FOLLOW UP PERFORMED: 10/19/13 MCJJC/RP

10 How long was your hold, Quality Assurance Form Lih! CSR Time Date QA Agent Participant s ame Phone o Date of call DOll Site # Time Type of Call: Li Appointment Li Quick ntake []Reschedule Li Transfer Li Other time? Was the call takefs tone friendly? LiYes Li o Did the call taker provide their name during the call? Li Yes Lio Comments: Did the call taker seem knowledgeable about WC and its policy? LiYes Lio (EX: Were all your questions answered during your call?) Did the call taker provide you with an appointment that was convenient for you? Li Yes Li o Li A Did the call taker inform you to bring all the important documents so that you could receive your WC benefits? Li Yes Lio Comments: f you were to rate your experience during your call to the City of Dallas WC Call Center, what grade would you give us? Li 1-Poor Li2- Fair Li3-Average Li4-Good Li 5-Excellent Thank you for participating in the survey, do you have any suggestions or concerns to help the call center to improve its services. Evaluator comments: 7/18/2RP