CCA Huddle/Meetings

Team Huddle Summary with HR – July 25, 2025

Important Updates and Reminders

 Transition Announcement:

• August 31, 2025 – Sir Carl’s last day of duty.

• Ma’am Reena will take over his responsibilities starting September.

 Attendance & Conduct Guidelines

• Tardiness:

  • Accumulating 3 lates in 1 cutoff period (1 calendar month) will result in a Notice of Concern (NOC).

  • If the Team Lead is unable to monitor, HR will step in and coordinate directly with the TL.

• Absences:

  • Team members must notify at least 5 hours before shift (unless an emergency).

  • No call, no show (NCNS) or no notification is considered AWOL and will result in a NOC.

• Vacation Leave Filing:

  • Submit VL requests from the 25th to the 30th of each month.

• Break Management:

  • Strictly avoid overbreaks.

 Prohibited Behaviors and Items

• Strictly Not Allowed:

  • Selling, lending money (pautang), or paluwagan activities within the workplace.

  • Violations will lead to automatic termination, especially if it causes conflict.

• No personal browsing or accessing non-work-related websites during shift hours.

• Eating and drinking in the production area is not allowed.

  • No food consumption at workstations.

• Sleeping in the production area is strictly prohibited.

  • No long eye-closing or improper yawning.

• No leaving of parcels at the guard station.

• No bringing of wet wipes into the toilet, as it can cause plumbing issues.

 Dress Code & Personal Belongings

• Dress Code:

  • Detailed explanation provided by Ma’am Harlene and the HR team.

• Lockers:

  • Avoid hoarding.

  • Lockers must be emptied daily (confirmation pending from management).

• Workstations:

  • Do not leave any personal belongings after shift hours.

  • Items left behind will be confiscated by security or utility personnel.

 Clinic Guidelines

• If the nurse is unavailable, you may approach HR for assistance.

• Medicines should only be taken in the clinic.

  • Bring a personal tumbler for water when taking medication.

 Other Reminders

• Salary loan guidelines will be clarified by management (as discussed during the meet-and-greet session).

• HR maintains an open-door policy – feel free to reach out for any concern.

• Ma’am Reena will provide her email address for direct communication when she is not in the office.

Urgent Topics

1. Service Maintenance – July 25 (Friday): No CCB for DU Davao and Cotabato.

2. Filing of Leave – July 25–30: Ensure timely submission and approval.

3. RDOT/OT Submissions: Continuous monitoring of the huddle file to avoid delays.

4. Domain Lockout: Report immediately if accounts are locked.

5. Dress Code Compliance: No tattered jeans or other violations; non-compliance will lead to hearing, NOC, and commitment letters.

6. Clinic Access Policy: Agents are not allowed to enter the clinic if no nurse is on duty. For medicine, coordinate with HR and bring a tumbler to take the meds at the clinic.
   
   

General Reminders & Updates

1. Introduction of 2 New team members: Dave Gengco and Precilla Etable 

2. AHT Management: Limit bio breaks and manage work time efficiently.

3. Tickets that need a Case ID: Ensure correct tagging

4. August Schedule: Updates and posting.

5. Maximum Off-Days per Cutoff: 4–5 days.

6. Rainy Season (Ber Months): Stay prepared for weather-related concerns.

7. Question for Discussion: What is the allowable meter length for service wire from distribution to the customer’s meter? Answer: 30 meters

Hello Team,

Please see below the summary of our huddle held on July 22, 2025.

Reminders from Ma'am Harlene

1. Erroneous Consumption Cases

• For any reports or tickets indicating erroneous consumption, please create a case. This may trigger a Field Activity (FA) for on-site inspection.

• For tickets that require a Case ID, kindly create them via CCB.

2. RDOT/Overtime Submissions

• You no longer need to send a formatted table for RDOT or overtime via email.

• Simply use the Agent Overtime Form to file.

• However, leave requests still require submission of the formatted table via email.

3. Tardiness

• Due to increased traffic, especially during rush hours, please allow extra travel time to avoid being late.

4. Dress Code Reminder

• Skirts or dresses above the knee are permitted, as guided by HR.

• However, ensure proper posture is maintained at all times to avoid inappropriate exposure.

• Non-compliance may result in a reminder or call-out from HR/NOC.

 August Schedule

• No changes in our schedule for August, including days off and break times, everything will remain the same as July.

• For those planning to file Vacation Leave (VL) for August, please do so on or before July 31, 2025.

• Schedule transition will be implemented in September.

Performance Review and Potential Reassignment

We’ve noted that while some agents consistently exceed their daily quotas, others are falling short of the client’s targets. Additionally, there have been recurring concerns with non-compliance to break schedules, such as walking around or eating outside designated break times.

To address this:

• We will be reviewing each agent’s ticket resolution performance for July, August, and September.

• Agents with the lowest output may be considered not meeting expectations as Digital Agents.

As we expand our hybrid setup, one or two Digital agents may be reassigned to the Telephony team, which requires:

• Higher accountability in ticket handling

• Better time management

• Strict adherence to break schedules

This evaluation will consider not only ticket count but also overall performance, particularly CSAT and QA scores.

We are sharing this early for transparency and to give everyone a chance to improve where needed.

Let’s continue working together to be the best team we can be. To those consistently going above and beyond, thank you for your dedication and excellence. Your efforts make a difference!

--

Best regards,

Kristine Ghale Clemente

Kristine Clemente

Tue, Jul 8, 6:57 PM (21 hours ago)

to Kristine, Kirk, Maria, Shiela, Rosella, Jo-ann, Lance, Babylyn, April, Hanna, Gerard, Claire, Christian, Harlene, me

Hello Team,

Please find below the summary of our huddle today, July 8, 2025, for your reference:

Digital Channels/Website Posting

• We will only post scheduled power outages, as outages involving switching and emergencies are managed directly by RED.

• Digital agents will undergo training on Davao Light web posting, with guidance from Ma'am Rose Website Posting Guidelines. Please refer to the link in our huddle file for additional details.

• Remember to re-share scheduled power outage notices closer to their implementation dates, as initial posts are made well in advance.

Response Guidelines

• Strive to make responses more conversational (Messenger, Email and Comments).

• Use simple language, avoiding excessive deep Bisaya or overly formal Tagalog (comments).

• All comments, including non-questions or unusual remarks, should still be acknowledged (comments).

• DLPC Panabo trunkline input is "currently unavailable" (Messenger, Email and Comments).

• Minimize noisy environments to help everyone focus and maintain professionalism.

Let's continue to adhere to our processes and protocols to ensure consistent excellent service, customer satisfaction, and a positive work environment.

Thank you, Team!

Kristine Clemente

7:40 AM (55 minutes ago)

Hello Team,

Please see below the summary of our huddle yesterday, June 26, 2025 conducted with Ma’am Harlene and Ma’am Jastine regarding Telephony and Digital updates:

1. Top-Up Bill Deposit (Power Accounts)

• We are receiving more inquiries regarding the memo on top-up bill deposits, especially for power accounts.

• Please calmly explain the purpose of this deposit to customers.

• If a power account customer remains insistent, advise them to send an email stating the purpose of their request.

• Always check the customer’s PDF bill, as the memo appears in the message box.

• Please take this as an opportunity to educate the customer appropriately.

2. Request to Expedite Reconnection

• Always check and document the reason for expedited reconnection requests.

• Priority reconnections are generally limited to:

  • Patients with life support

  • Burial needs

• However, if the reason involves a chronic illness, infant at home, or senior citizens, our OU will coordinate with the Reconnection Team, but approval will be subject to validation.

3. No Rounding Up of Bill Amount

• Refrain from rounding off bill amounts, especially for power and commercial accounts.

• This avoids confusion, particularly since many of these customers process withholding tax.

4. No Swap Off or Shift Swap Requests for July

• As per the Team Leaders' advisory, no shift swaps or swap offs will be approved for July.

• This is to ensure sufficient manpower and prevent impacts on KPI performance.

5. NORDECO / Tagum Manpower Deployment

• The client shared that Davao Light will begin operations in Tagum, and they will require:

  • 2 telephony agents

  • 2 digital agents

  • 1 Team Leader

  • 1 QA

• While the exact start date is not confirmed, the client is asking which agents would be willing to be deployed and reside in Tagum.

6. DLPC Contract Status

• Our contract with DLPC is extended until December 2025.

• The client noted that renewal is likely, but it will be based on our team performance.

• Let’s all continue to strive for excellence, as our performance directly impacts the future of our partnership.

7. Work From Home (WFH) Possibility

• The client also mentioned the potential for a WFH setup.

• This would allow for flexibility and immediate scaling of manpower during emergencies or high-demand periods.

Let’s all work together towards better results for our team. Our commitment to delivering excellent customer service will be key to achieving our goals.

We believe in each one of you, we can do this!

Thank you and keep up the great work!

Harlene Gonzales <harlene.gonzales@cca.nextbposolutions.com>

Thu, Jun 12, 11:21 AM

Hello Team,

Below is the summary of our huddle held on June 11, 2025:

Performance

• Month-to-date stats: 83% - Great progress, let’s continue pushing for better numbers!

Streetlight Concerns

• List of private streetlights – click here

• For reports related to streetlight complaints, please ensure that in DLPC GISPAD, under the Transaction Type field, “MAINTAIN” is selected.

Process Reminders

• For follow-up concerns, please double-check Zendesk and CCB so we can thoroughly verify the updates.

• Also, make sure that Zendesk and CCB entries include a detailed description of the complaint or request.

• If following up with customers on tree trimming, advise them to take a photo of the tree and send it via Facebook Messenger.

• For cases where inspection is approved but installation is disapproved, the inspector may be subject to penalties.
  
  (When informing the customer, kindly explain that due to safety concerns and a substandard loadside, the meter installation will not proceed. Please reassure them that this is in compliance with safety standards and internal protocols.)

Production Floor Guidelines

• No cellphones, food, or chargers allowed on the production floor.

• Refrain from browsing non-work-related websites during work hours.

Swap-Off & Shift Request Policy

• Maximum of 2 swap-offs per cutoff is allowed.

• For a 1-day swap-off or shift request, submit it 3 days prior.

• For 2-day swap-off requests, submit at least 5-7 days prior.

Check Payment Policy

• Manager’s Checks and Cashier’s Checks are accepted if Corporate or Company Checks are returned or bounced.

• Personal checks are for personal or residential accounts only.

Team Setup

• In collaboration with QA Jastine, we plan to launch a team-based performance starting this month. Performance will be tracked daily at both the individual and team levels.
  Teams will be formed with carefully selected members to maintain balanced performance across groups. Each team will consist of 5 members and will be assigned a unique team name.

The evaluation criteria for both individual and team performance will align with our existing scorecard metrics as follows:

• Attendance - 5%

• Quality Assurance (QA) - 25%

• Average Handling Time (AHT) - 25%

• Productivity - 30%

• Availability - 10%

• Customer Satisfaction (CSAT) - 5%

At the end of the month, the top-performing team will be announced, and prizes will be awarded.  

More details will be shared soon. Stay tuned!

New Team Member

• Please welcome Stephanie Claire Macias, our newest addition to the DLPC Team!

Let’s stay aligned and continue improving. Thank you all for your hard work and dedication. 

From: Kristine Clemente <kristine.clemente@cca.nextbposolutions.com>

Date: Wed, May 21, 2025 at 7:59 AM

Subject: Re: Digital Huddle | April 2, 2025

To: Kristine Ghale Clemente <kristine.clemente@cca.nextbposolutions.com>, Kirk Martin Candel <kirk.candel@cca.nextbposolutions.com>, Maria Alyssa Michelle Violan <maria.violan@cca.nextbposolutions.com>, Shiela Mae Garcia <shiela.garcia@cca.nextbposolutions.com>, Rosella Dichosa <roselladichosanextbpo@gmail.com>, Jo-ann Rabadillo <jo-an.rabadillo@cca.nextbposolutions.com>, Lance Arthur Marasigan <lance.marasigan@cca.nextbposolutions.com>, Babylyn Agiong <nextbpo.dlpc.babylynagiong@gmail.com>, April Ramos <april.ramos@cca.nextbposolutions.com>, Hanna Racquel Jabido <hanna.jabido@cca.nextbposolutions.com>, Gerard Marie Consistable <gerard.consistable@cca.nextbposolutions.com>, Claire Belover <clairbelover.nextbpo@gmail.com>

Hi Team,

Please see below the summary of our Huddle discussion held on May 20, 2025.

Huddle Discussion Agenda

1. Changing the Requester in Inquiry Tickets

Bill Inquiry – Yes, the requester can be changed.

Email – No, the requester should not be changed.

Ticket Request/Complaint – Create a side conversation instead of changing the requester.

2. Panabo AOR Routing

Penalties may be imposed for recurring routing errors involving Panabo AOR.

Incorrect case creation will also result in penalties and sanctions in accordance with the SixEleven Handbook – Discipline Code.

For Request/Complaint tickets involving Bunawan, Tibungco, and Ilang, please bold and use ALL CAPS for the address to help the designated department verify if the area falls under Panabo AOR.

Locations in Carmen, Kapalong, Paquibato, and Sto. Tomas are always under Panabo AOR, regardless of the ZD status in the account information.

3. High Consumption, Special Reading, or Billing Errors

If the customer provides a clear meter photo with a visible time and date stamp, forward it directly to RMD Billing.

If the meter photo does not include a time and date stamp, route it to PMD Meter Reading for verification.

4. Attendance / RDOT / Tardiness

Attendance is mandatory – please be responsible.

Be accountable for any OT/RDOT commitments.

Always update your AM/PM break status in the Digital Party GC.

5. Davao Light Bill Deposit Updates

Some Davao Light accounts now show a notice to update the on-hand bill deposit.

Always check the account details thoroughly for verification.

Example account: 95763183654

6. Issues with MobileAP, eBill Text, and BOT Responses

If a customer complains about issues with MobileAP, eBill text, or BOT responses, make sure to update the issue link accordingly.

Let’s all stay informed and follow these guidelines accordingly. Thank you.

Harlene Gonzales <harlene.gonzales@cca.nextbposolutions.com>

Wed, May 21, 1:14 PM

to Jenny, Julius, japheth.domingo, Joey, Rayhana, Melnielyn, Raphael, Meamor, Raquel, Fria, Gianelli, Reev, Joyce, Donna, donna.diaz, Angelica, Elviraliza, Russel, Shiella, Via, Catherine, Judith, Frelyn, Kenneth, Leah, Claire, Kristine, Jastine

Hello Team,

Please see below the summary of topics discussed during our huddle yesterday, May 20, 2025:

 Panabo AOR Reminders

• Reinforced the proper routing of tickets specific to Panabo AOR.

• Always route cases from Panabo, Carmen, Kapalong, Paquibato, Dujali, and Sto. Tomas to Panabo AOR.

• For borderline areas like BUNAWAN, TIBUNGCO, and ILANG, bold and capitalize the address, and include a note for confirmation.

  • Example: FYI, the address is in BUNAWAN — please confirm if this falls under Panabo AOR.

 CC Thread Guidelines

• Avoid copying Ma’am Ems and Ma’am Rose in internal email threads. Use appropriate internal channels for updates and discussions.

 Work Time Management

• Please manage and limit work time per task to help maintain overall productivity.

 Zendesk Brand Handling

• Always update the brand in Zendesk according to the customer’s assigned DU to ensure accurate routing and resolution.

 June Schedule & Leave Filing

• The June schedule is now posted.

• Leave filing period: May 25–31, 2025.

• Note: Cancelled leaves are no longer allowed. Kindly plan ahead and file your leave requests accordingly.

 Escalations & Agent Conduct

•  It was recently discussed that there have been reports of rude behavior and an increase in escalations. Please be mindful of maintaining professionalism and a positive tone in all customer interactions  

 RDOT Threading

• If the original reliever cancels the assigned RDOT, they are responsible for finding an alternative reliever to cover for their colleague's leave, ensuring a confirmation email thread is sent, including the reliever’s approval.

 Davao Light BD top-up

• Some accounts now display a notice to update the on-hand bill deposit.

• Always verify account details carefully.

  • Example Account: 95763183654

 Production Floor Update

• Six Eleven plans to consolidate Production Rooms 1 and 2.

• Agents from Production Room 2 will be moved to Room 1 to maximize floor space.

• Reminders: Keep voice levels low and avoid loud side comments.

• Customer concerns about background noise will be raised to management and the client.

 Point of Contact (POC) Update

• Please CC Kristine in all emails. She will serve as the POC while Claire is on maternity leave.

Thank you for your continued cooperation and commitment. Let’s continue to support each other and aim for consistent improvement as we move forward. 

Should you have any questions or clarifications regarding the topics discussed, feel free to reach out.  

--

Team Leader - Telephony 

Next BPO Solutions Inc. (an accredited Davao Light Contractor)

Mobile: 09771643830

Website: nextbposolutions.com

Email: harlene.gonzales@cca.nextbposolutions.com

Address: ACC Building, Quimpo Blvd, Talomo, Davao City

Harlene Gonzales <harlene.gonzales@cca.nextbposolutions.com>

Wed, Apr 23, 11:10 AM

to Kirk, Kenneth, Fria, April, Raquel, Joyce, Donna, Elviraliza, Angelica, Hannah, Lance, Jo-an, Maria, Babylyn, Frelyn, Japhet, Rosella, Gianelli, Shiela, Donna, Kristine, Rayhana, Meamor, Reev, Leah, Catherine, Joey, Russel, Shiella, Melnielyn, Judith, Gerard, Via, Raphael, Julius, Claire, Jastine

Hello Team,

Sharing with you the summary of our huddle held on April 22, 2025.

Additional Tagging of Inquiries in Zendesk

• Kindly utilize and apply the updated tagging accordingly.

Cash Advance (CA)

• Release Date: May 16, 2025

• Deadline for Submission: May 9, 2025, 5:00 PM

• Interest: No interest applied

• Start of Deduction: May 30, 2025

• Deduction Frequency: Twice a month (every 15th and end of the month)

ID Request Process

• Fill out the Google Form: ID Request Form

• Submit a 2x2 photo and fill out the ID card form for signature (available at HR office)

• Lost ID Fee: P150.00

Certificate of Employment (COE)

• Request via Pipefy (on-site)

• WFH employees must message HR to get the link

• Cost: P50.00 per request (salary deduction)

• Eligibility: Only employees with at least 1 year of tenure

New Deduction Schedule for Contributions and Loans

• Contributions (SSS, PHIC, HDMF): Every 15th of the month

• Loans (SSS, Pag-IBIG, Withholding Tax): Every end of the month

• Cash Advance: Every 15th and end of the month

HMO (Healthcare)

• Still under ICare (611 account)

• New ID & Account Number

• Effective Date: April 10, 2025

• For concerns, please message Nurse Cherry

Resignation Process

• Submit resignation letter to TL, not directly to HR

• Provide signed hardcopy

• TL to sign and date, then forward to OM for signature and date

• TL submits the fully signed copy to assigned HR partner

• Effective Date is the date received by HR

Clearance Process

• Secure Clearance Form from HR

• Return the following:

  • ID & HMO card

  • Locker key

  • IT assets (if applicable)

  • Defective/Lost headset: P3,000 deduction

  • AWOL: Automatic P3,000 deduction if headset is not returned

• Complete Exit Interview Form

• AWOL employees must undergo a 1-on-1 interview with Sir William, Ma'am Careen, or HR

Contact 

• HR Mobile Number: 0939-908-7042

• For lateness, emergency leave, or sick leave, please notify your TL first, then contact HR via call at least 2 hours before your scheduled shift.

Upcoming Discussion – Perks, Incentives & Code of Conduct

• Topics such as perfect attendance incentives, other bonuses, and the SixEleven Code of Conduct will be discussed in an upcoming meeting with HR.

        Further details will be shared soon.

If you have any concerns or suggestions, feel free to let us know so we can raise them with the HR department.

Thank you, everyone!

--

From: Claire Belover <claire.belover@cca.nextbposolutions.com>

Date: Wed, Apr 2, 2025 at 3:26 PM

Subject: Digital Huddle | April 2, 2025

To: Kristine Ghale Clemente <kristine.clemente@cca.nextbposolutions.com>, Kirk Martin Candel <kirk.candel@cca.nextbposolutions.com>, Maria Alyssa Michelle Violan <maria.violan@cca.nextbposolutions.com>, Shiela Mae Garcia <shiela.garcia@cca.nextbposolutions.com>, Rosella Dichosa <roselladichosanextbpo@gmail.com>, Jo-ann Rabadillo <jo-an.rabadillo@cca.nextbposolutions.com>, Lance Arthur Marasigan <lance.marasigan@cca.nextbposolutions.com>, Babylyn Agiong <nextbpo.dlpc.babylynagiong@gmail.com>, April Ramos <april.ramos@cca.nextbposolutions.com>, Hanna Racquel Jabido <hanna.jabido@cca.nextbposolutions.com>, Gerard Marie Consistable <gerard.consistable@cca.nextbposolutions.com>

Hi Team, 

Please check the summary of our Huddle discussion on April 2, 2025.

Huddle Discussion Agenda

A. Key Performance Indicators (KPI) Updates

1. Contact Center CSAT: Current Score: 85.91%

Passing Score: 85% and above 

2. Average Waiting Time (Chat):

Current Score:

DLP: 87.24 mins  (Failed - Passing is 40-49 mins or below, client requirement is 30-39 mins)

CLP: 19.25 mins 

LEZ: 28.32 mins 

3. Facebook Answer Rate:

Current Score:

DLP: 59%  (Failed - Passing is 71-80%, client requirement is 81% and above)

CLP: 96% 

LEZ: No tickets

4. Email Answer Rate:

Current Score:

DLP: 79%  (Failed - Passing is 81% and above)

CLP: 96% 

LEZ: 100% 

B. Key Reminders & Process Updates

 Posting of PDF & Payment in MobileAP: Processing time is 24 to 48 hours.

 Prioritization Guidelines:

Always prioritize comments in all DUs, smaller DUs, and nearly breached emails (emails approaching 24-hour SLA limit).

 SixEleven Update: 

Key Updates on Payroll & Benefits

• Cash Loan – ₱40,000.00

•  Cash Advance (Salary Adjustment)
  The cash advance will be credited to our April 20 salary. Due to the shift in salary cut-off from 5th & 20th of the month to 15th & 30th, this advance will be provided. The cash advance will be deducted in equal installments over 12 months from future salaries.

• Leave Credit Policy
  Leave credits cannot be converted to cash, except for newly hired employees under SixEleven records.

• Timekeeping
  The previously discussed timekeeping policy remains in effect.

• Payroll Bank Transition
  Expect HelloMoney via AUB Bank as the new payroll system.

 How to Compute the 5% VAT Withholding: 

To determine the VAT Withholding Amount, follow these steps:

Formula:

Determine the VAT Amount

1. VAT Amount÷12

2. Calculate the 5% Withholding

Example Calculation:

VAT Amount: ₱453.34

Step 1: 453.34 ÷ 12 = 37.778

Step 2: 37.778 × 5% = 188.89 (rounded to ₱188.90)

 Ticket #11773709 ||  Security Awareness Reminder:

As per Ma'am Ems: Always exercise caution when opening links, especially from unfamiliar senders.

Ensuring secure communications is essential to avoid potential risks.

Please be guided accordingly. 

Thank you. 

Claire Charl Belover - Cabanas

Team Leader - Digital, Next BPO Solutions Inc. (an accredited Davao Light Contractor) 

+639-502-894-999| clairbelover.nextbpo@gmail.com

2/F ACC Bldg. Quimpo Boulevard Matina Davao City 8200 Philippines
www.nextbposolutions.com