Tech & Ops Learning Center

Represent Cricket Debt as the best-in-service provider of credit counseling in the industry. Understand what we do and why we do it, and deliver timely, accurate, and professional service, with a smile, to every client, at each and every contact.

System/Power Outages or Issues

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START OF SHIFT

Scenario

The counselor is late to work due to internet/power outages, rebooting machines, or other system issues that were isolated to only them.

Counselor Action

  • The counselor must contact OM to make them aware of the situation.
  • The counselor must use PTO to account for the missed work time and note their timesheet accordingly.
    • If the counselor has no PTO available, the time missed will go unpaid.

MID-DAY OUTAGE

Scenario #1

The counselor is unable to work for 15 consecutive minutes or less due to internet or power outages, rebooting machines, or other system issues that were isolated to only them.

Counselor Action

  • The counselor must contact OM to make them aware of the situation.
  • The counselor will be paid normally but need to note their timesheet accordingly.

Scenario #2

The counselor is away for 16 or more consecutive minutes due to internet or power outages, rebooting machines, other system issues, or forgetting to go available in QM.

Counselor Action

  • The counselor must contact OM to make them aware of the situation.
  • The counselor must use PTO to account for the missed work time and note their timesheet accordingly.
  • If the counselor has no PTO available, the time missed will go unpaid.

MULTIPLE INSTANCES

If the counselor has a pattern of these outage instances it will be documented and could lead to disciplinary action.

EXCEPTIONS

If an outage impacting all counselors (or all in a particular region), is caused by Cricket Debt, or one its vendors, the counselor will be paid normally.

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