Interviewer Policy and Procedure Manual

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OPI FD (E) 0400.06.04.12

Market Research Interviewer

Policy and Procedure Manual


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Document Control

Version Number: 4

Written by: Lisa James

Updated by: Allyson Little

Approved by: Yuk Ying Lee

Purpose and Scope:

The purpose of this manual is to inform new and current interviewers of the policies and procedures of

Opinion Search Inc. It will cover only those policies and procedures which apply to the Interviewing staff.

OPINIONSEARCHINC.RESTRICTED

Proprietary Warning

The information contained herein is proprietary to Opinion Search Inc. and may not

be used, reproduced or disclosed to others except as specifically permitted in writing

by the originator of the information. The recipient of this information, by its retention

and use, agrees to protect the same and the information contained therein from loss,

theft or compromise.


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Contents

1 INTRODUCTION 1

1.1 WELCOME TO OPINION SEARCH INC. 1

1.2 REFERENCE

MATERIALS

11.2.1 INTERVIEWER POLICY AND PROCEDURE MANUAL 1

1.2.2 INTERVIEWER TRAINING MANUAL 1

1.2.3 PRIVACY &SURVEY RESEARCH PART TIME STAFF BRIEFING MANUAL 1

1.2.4 INTERVIEWER PORTAL 1

1.3 BACKGROUND INFORMATION 2

1.3.1 INDUSTRY OVERVIEW 2

1.3.2 COMPANY OVERVIEW 2

1.4 EXPECTATIONS OF YOU 3

1.4.1 PROBATIONARY PERIOD 3

1.5 CONFIDENTIALITY 3

1.6 WHO DOES WHAT 4

2 POLICIES AND PROCEDURES 5

2.1 ATTENDANCE 5

2.1.1 SHIFTS: 5

2.1.2 BREAKS: 5

2.1.3 PAUSES 2

2.1.4 ARRIVING AT WORK 2

2.1.5 ELECTRONIC TIME CARD 2

2.1.6 CANCELLATION OF SHIFTS BY OPINION SEARCH INC. 2

2.1.7 CANCELLATION OF SHIFTS BY INTERVIEWERS 2

2.2 BEHAVIOUR 3

2.2.1 DRESS CODE 3

2.2.2 DOS &DONTS 32.2.3 EQUIPMENT POLICY 4

2.2.4 ZERO TOLERANCE POLICY FOR HARASSMENT 4

2.3 QUALITY 5

2.3.1 MONITORING 5

2.3.2 FIRST 3REPORTS 5

2.3.3 EVALUATION 6

2.3.4 RECORDINGS 6

2.3.5 101 CLASSES 6

2.4 PRODUCTIVITY 7

2.5 PROGRESSIVE DISCIPLINE PROCESS 7

2.5.1 DESCRIPTION OF WARNING LEVELS 72.5.2 ATTENDANCE 8

2.5.3 BEHAVIOUR 9

2.5.4 QUALITY 9

2.5.5 PRODUCTIVITY 10

2.6 REWARDS 10

2.6.1 REWARDS POINTS 10

2.6.2 REFERRAL BONUS 11

2.7 PERFORMANCE EVALUATION 11


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2.7.1 INCREASES 11

2.7.2 LOYALTY REWARDS 11

2.7.3 WARNINGS 12

3 ADMINISTRATIVE INFORMATION 12

3.1 GRIEVANCES 123.2 PAYROLL 13

3.2.1 MY ADP 14

3.2.2 DIRECT DEPOSIT 14

3.3 HEALTH/SAFETY 14

3.4 SECURITY 14

3.5 TERMINATION OF EMPLOYMENT 15

3.5.1 VOLUNTARY 15

3.5.2 INVOLUNTARY 15

3.5.3 TERMINATION WITHOUT CAUSE 16

3.5.4 REACTIVATIONS 16

4 GLOSSARY 164.1 ATTENDANCE 16

4.2 BEHAVIOUR 16

4.3 HUMAN RESOURCES ISSUES 17

4.4 INTERVIEWER TOOLS 17

4.5 MARKETING RESEARCH TERMINOLOGY 17

4.6 PRODUCTIVITY 18

4.7 QUALITY 18

4.8 REWARDS 18

4.9 WARNINGS 18


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1 INTRODUCTION

1.1Welcome to Opinion Search Inc.

Opinion Search Inc. is happy to welcome you to the Interviewing staff team. You have been selectedbecause we feel that you are a suitable match with our expectations for this department. As a market

research interviewer, you will play an integral role in the success of the company. We rely on our

interviewers to collect accurate and dependable information. Please approach your supervisors at any

time with questions that may help you become acquainted with our operations.

1.2Reference Materials

All reference materials are available to you on the Interviewer Portal should you have any questions. You

may request a printed copy of the manuals from the Human Resources department.

1.2.1 Interviewer Policy and Procedure Manual

The purpose of this manual is to provide you with all the information that is needed to get you ready for

the position of interviewer, and explain what is expected of you. This also serves as reference material

when you have questions concerning matters that refer to Opinion Search Inc.s policies and procedures.

These policies and procedures will apply to you throughout the duration of your employment with the

company. It is your responsibility to familiarize yourself with the material in this manual, as well as the

other manuals available to you. Please note that it is subject to change at the discretion of Opinion Search

Inc..

1.2.2 Interviewer Training Manual

The Interviewer Training Manual is prepared for you in order to provide you with the information that you

would need in day to day activities in your work tasks. The quality guidelines that you will need to adhere

to will be described as well as instructions on scheduling and the computer software. You are encouraged

to familiarize yourself with this information prior to your first shift. It is also suggested to bring this manual

with you on this first shift so that you may follow along with your trainer when you are showed how to

work our system.

1.2.3 Privacy & Survey Research Part Time Staff Briefing Manual

The purpose of the Privacy & Survey Research Part Time Staff Briefing Manual is to provide all staff with

information regarding privacy and legislation required to perform the tasks associated with conductingsocial and market research interviews.

1.2.4 Interviewer Portal

The Opinion Search website (www.opinionsearch.com) has a link that all current interviewers can access

to schedule, check quality infractions, order prepaid credit cards and more. When on the Opinion Search

home page, click on Crew Log-in to access the interviewer log-in page, or bookmark

http://crew.opinionsearch.com/crew/login.php .
http://www.opinionsearch.com/http://www.opinionsearch.com/http://www.opinionsearch.com/http://crew.opinionsearch.com/crew/login.phphttp://crew.opinionsearch.com/crew/login.phphttp://crew.opinionsearch.com/crew/login.phphttp://www.opinionsearch.com/


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Your log-in information consists of your interviewer ID (sent to you by the Scheduler) and a password

(created by you).

1.3Background Information

1.3.1 Industry Overview

The market research industry collects and organizes information in order to gather opinions. The

information is gathered on behalf of manufacturers, advertisers, the media, service industries, local and

national Governments, etc. From this information, Consultants can propose and evaluate the most

appropriate course of action to meet the individual needs of clients. Research is used in many ways. For

example:

To determine how to best develop an advertising campaign To measure how successful an advertising campaign has been To assess the satisfaction of the public or business community with products and services To measure consumer awareness of companies products in the market place To determine reasons for selection/purchase consideration of products and/or services To track trends in lifestyle/purchasing habits/products and/or service usage

Research projects can be broken down into 2 categories: Quantitative and Qualitative Research.

Surveys: One way of collecting data is to ask respondents a series of questions from a scripted

questionnaire and record the responses. There are no sales involved and everything discussed during an

interview is completely confidential. This is classified as Quantitative Research because the results are put

into aggregate or numerical form and run in frequency tables and cross-tabulations for analysis of trendsand attitudes.

Focus Groups: Individuals are invited to come into our facilities in person to give opinions and discuss a

topic with other people. They are screened prior to the group to ensure that they meet the eligibility

requirements. This is classified as Qualitative Research.

1.3.2 Company Overview

Opinion Search Inc. was originally created in May 1988 under the name Opinion Search, and later

incorporated (in January 1990), as Opinion Search Inc. The Ottawa-based firm initially specialized in

automated data collection for the market research community and experienced rapid growth in that

sector, growing from a 10-seat call centre in one city, to 325 seats in three cities, and a USA sales office.

On August 16th, 2007, we merged with Harris Interactive to create Harris/Decima, a company with which

Opinion Search Inc. is a subsidiary and we are now at 224 seats in two cities. Our concentration has always

been and continues to be providing clients with high quality fieldwork in the market research industry.

We are known for providing excellent data within our clients requested deadlines.


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Our Field Operations consists of the Interviewers, Supervisors, Monitors, Human Resources, Scheduling

and Field Management. To find out more about the organizational structure of Opinion Search Inc., Please

contact a member of the Human Resources department.

1.4Expectations of You

As an Interviewer, we rely on you to be our main point of contact with respondents. It is important that

you show up for your assigned shifts on time and in a state where you are capable of completing your

tasks. You are expected to be courteous and respectful to fellow staff members. We expect you to remain

professional and unbiased in all interviews that you conduct, as you represent both Opinion Search Inc. as

well as our clients. If you feel that you are missing anything to complete your work properly and on time,

you are expected to seek further information from the appropriate source.

1.4.1 Probationary Period

During the first 3 months of employment, you will be on probation. Opinion Search Inc. will assess your

ability to perform the duties of the position and may in its absolute discretion, terminate your

employment without notice.

1.5Confidentiality

As an interviewer, you will be in constant contact with confidential information. Upon signing your

contract, you have agreed to adhere to our confidentiality policy. We have a Zero Tolerance policy in

regards to confidentiality agreements, and any case where there is a violation of this policy will result in

immediate termination of employment. You are asked to not discuss surveys or related information in the

hall, elevators, washrooms, outside on break or any non-work environment due to the fact that theseareas are common areas that can be shared with clients, respondents and general public. Any mention of

confidential information through internet media, including social networking websites is also a violation,

as these websites are public and can be seen by our respondents, clients or their competitors. It is against

our confidentiality policy to transfer or discuss any confidential information. If the company suffers any

damages due to the information you release, legal action will be taken against you to recover these

damages.

Also related to confidentiality, a respondent may from time to time express concerns regarding the survey

itself (e.g. length, nature of the questions or subject matter, structure of the survey, etc.). These concerns

are useful information for the client and must therefore be taken seriously by each interviewer. While you

are not to discuss the specifics of the survey instrument, etc. with the respondent, it is your responsibilityto relay this information to the supervisor who will ensure it is provided to the client.

Opinion Search Inc. has a Privacy Policy and it is a statement of principles and guidelines describing the

level of protection of personal information provided by Opinion Search Inc. to employees, respondents

and the general public. The objective of the Opinion Search Inc. Privacy Policy is to promote responsible

and transparent personal information management practices in a manner consistent with the provisions

of the Personal Information Protection and Electronic Documents Act (PIPEDA - Canada).


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1.6Who does what

Field Supervisors occupy an important role in the motivation and supervision of interviewers. They are

assigned projects with specific instructions and they are expected to pass along this information and

ensure it is understood during sign in (e.g. bid rate, men first, etc.).

Supervisors monitor sample, making sure interviewers have work at hand and that they are calling people

in the right time zones at the appropriate times. They also monitor quotas, making sure we dont

complete too many surveys for any particular category (e.g. 50/50 gender split, geographic location,

income category, etc.).

If you have any questions about your project, productivity or equipment, please see a supervisor for

assistance.

Monitors have an integral function: coaching and motivating the interviewers. They are there to help

interviewers improve their quality of work. Monitors are co-peers who have a lot of interviewing

experience and are a resource to new and senior interviewers alike.

Monitors must maintain a monitoring rate on all interviewers in accordance with Market Research

industry standards. The monitors goal is to help all interviewers understand the nuances of the guidelines

and reach their full potential.

If you have any questions about the quality guidelines, the quality evaluation or the quality progressive

discipline process, please see a monitor for assistance.

Scheduler is responsible for scheduling over 300 employees per location on a weekly basis. The scheduler

receives booking information from the Field Manager and approves shifts according to field requirementsand tiers. The scheduler is also responsible for informing interviewers of shift cancellations, and assuring

that minimum scheduling requirements are met.

If you have any questions about your schedule, cancellations or scheduling requirements, please see the

Scheduler.

Human Resources department is responsible for recruitment, selection, training and separation of call

centre staff. The department is also responsible for administering and monitoring field processes and

programs. All members of the Human Resources department are familiar with all policies and procedures

for Opinion Search Inc.

If you have any questions about your pay, taxation level, access card, reward programs, etc., please see a

member of the Human Resources department for assistance.


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2 Policies and Procedures

2.1Attendance

Unless otherwise stated in your contract, you are required to schedule a minimum of 16 hours per week,as well as 20 hours of weekend work per month. It is also important to not over schedule, you can work a

maximum of 40 hours per week in Quebec and 44 hours in Ontario.

2.1.1 Shifts:

The shift breakdown of what is available to you is as follows:

Monday-Friday

8:00am 12:00pm 12:00pm 4:15pm 4:30pm 7:30pm 7:30pm 11:00pm

Saturday Sunday

9:00am 1:00pm 1:00pm 5:00pm 5:00pm 9:00pm

2.1.2 Breaks:

All time spent away from your booth must be accounted for, and breaks are no exception. Abuse of

breaks could result in a loss of pay for any time exceeding the allocated break time.

There are two types of breaks: the 15-minute break which is paid, and the 30-minute break which is

unpaid.

Breaks cannot be taken in the first or last 30 minutes of your shift; they cannot be combined and must be

taken at least half an hour apart. When taking a 30-minute break, please make sure to log it appropriatelyand inform your supervisor when you leave and return. If you are extending your shift, (e.g. doing a walk-

in), breaks you take must follow all policies in terms of frequency and length.

When you are on break you must leave the call centre so as to avoid distracting other employees. If you

are using the break room please throw out your garbage and clean up after yourself. There is a telephone

located in the staff kitchen for outgoing personal calls. Please be courteous to fellow interviewers and

keep your calls short (approximately 2 minutes).

Below is an outline of what break options you have depending on the shifts you are working.

If you are in for any one shift: One 15-minute breakIf you are in for any two consecutive shifts:

Two 15-minute breaks or One 15-minute break and one 30-minute lunch

If during the week you work from 8-7:30 or 12-11:

Three 15-minute breaks or


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Two 15-minute breaks and one 30-minute break (If this option is selected, the 30-minutebreak must be taken during the longer portion of the shift.)

If on the weekend you work from 9-9:

Four 15-minute breaks or Two 15-minute breaks and one 30-minute break or One 15-minute break and two 30 minute breaks

2.1.3 Pauses

There are various types of pause, including; Water pause, Washroom pause, Human Resources Request,

Supervisor Request, Monitor Request, Scheduler Request, Boardroom Training, Hardware problems, and

Software problems. When going to place yourself on pauses, you must log the pauses accurately, be

careful to select the correct pause type. You may not use these pauses to do as otherwise intended. If

frequent or unexplained long pauses occur, it will result in an infraction.

2.1.4 Arriving at work

We suggest that you arrive at least 15 minutes before the start of your shift. This allows you to get a

drink of water, find out what study you are working on, what booth youve been assigned and to review

the study you are working on. You must be sitting in your booth and ready to work at the start of your

shift.

2.1.5 Electronic Time Card

Opinion Search Inc. has a digital sign-in system called Electronic Time Card which will adjust your timecard

if you are late for a shift, log out early or if you stay late to help out on a project. You are allotted time to

run through test-mode the first time you are on a project. If you run through test-mode on a project youhave already been on before, you should finish test-mode before the start of your scheduled shift or you

may be considered late.

2.1.6 Cancellation of Shifts by Opinion Search Inc.

In situations where Opinion Search Inc. has to cancel shifts, you will be notified 24 hours in advance. Do

not assume your shift was cancelled unless you receive an e-mail or a phone call directly from us.

If you have unreliable roommates/family members, a continuously busy contact number, or do not have

an answering machine, we cannot take responsibility for confirmations or cancellations you do not

receive. For your own convenience, we require your email address, which will be used for work related

communication such as confirmations and cancellations.

2.1.7 Cancellation of Shifts by Interviewers

In order to cancel a scheduled shift you must speak with the Supervisors. All cancellations are recorded in

your file and may adversely affect your eligibility for raises and promotions. Any messages left on

voicemail or sent through e-mail are not accepted as notice of cancellation. Please ensure that you speak

with a supervisor in order to ensure that your cancellation has been received. Messages left on the


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schedulers voicemail (or via e-mail), receptions general voicemail or the Supervisor general voicemail

regarding cancellations will not be forwarded or responded to.

2.2Behaviour

Staff members are expected to be courteous and respectful to fellow staff at all time. At Opinion Search

Inc. we like to ensure a pleasant work environment for our staff. You will be expected behave in a

professional manner while in the building (e.g. no swearing, running, etc).

2.2.1 Dress Code

Clothing worn must be appropriate for a business environment. It is important that if a client visits the

office, that our staff appears professional at all times. It will be at Managements discretion to determine

what is appropriate, and supervisors have the authority to send you home if your attire is deemed

inappropriate. Please familiarize yourself with the following dress code policies: no hats can be worn while at work no sunglasses jeans are acceptable as long as they are clean and neat no ripped or torn clothing shoes must be worn at all times no rude or offensive clothing

2.2.2 Dos & Donts

Do Do Not

Have drinks at your desk if in a spill-

proof container (e.g. travel mug or

water bottle) to ensure that there is no

spillage on the computer equipment

Have food in a booth, as it creates an

unsanitary work space that is shared

with others

Keep your work area clean and free of

clutterRead personal items in a booth

Respect the equipment policies (see

Equipment section 2.2.3 )Willfully damage company property

Use cell phones while on break, in

appropriate areas ( e.g. break room or

outside)

Have personal electronic devicessuch as iPods or cell phone at your

booth in the call centre, washroom

and hallway

Have your access card on you at all

times

Remove notices that are posted in

booths and on bulletin boards


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2.2.3 Equipment Policy

Telephone Equipment

All phone cords and headsets must stay in the booth to which they have been assigned All phone cords and headsets must be connected to the telephone at all times All phone or headset problems should be reported to your supervisor immediately

Computer Equipment and Furniture

Defacing, vandalizing, or otherwise damaging any company property will result in immediatetermination

Chairs are to stay in the booth to which they have been assigned2.2.4 Zero Tolerance Policy for Harassment

Opinion Search Inc. is committed to providing a positive and productive workplace free of harassment. If

any Employee has concerns about the conduct or nature of others in the workplace, please contact a

member of the Human Resource department. This policy applies to all employees of the company

regardless of full-time, part-time or interviewer status. Harassment includes engaging in any course of

vexatious comment or conduct that is known or ought reasonably to be known to be unwelcome and

includes:

verbal abuse or threats; unwelcome remarks, jokes, innuendoes or taunting; displaying pornographic or other offensive or derogatory pictures; practical jokes which cause awkwardness or embarrassment; unwelcome invitations or requests, whether indirect or explicit, or intimidation; leering; unnecessary physical contact such as touching, patting, pinching, punching; and physical assault.

The procedure for pursuing a harassment complaint is as follows:

Speak with either a Manager or Human Resources Representative immediately. Ask to fill out a Dispute Resolution Request Form. Attach extra paper if needed, submitting your concerns in writing Be as detailed as possible in your report

The procedure for investigating and responding to a harassment complaint is as follows: All disputes are handled by a senior member of the Human Resources department. Disputes are dealt with immediately, and a verbal communication is made in a timely fashion Confidentiality of the complaint and the information within it will be maintained. In cases where a

third party (such as the accused) needs to be contacted, the employee will be informed in advance

whenever possible.


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It is important to note that discrimination does not have to be intentional for it to be in contravention of

the Human Rights Act. It is the effect on the individual that matters.

Everyone has a responsibility to ensure that our work environment is free from all types of harassment.

Employees found to have breached our Zero Tolerance policy on harassment will face disciplinary action

up to and including termination of employment without notice.

2.3Quality

Opinion Search Inc. is a well-known, well-respected firm in the industry because we have high standards

and follow well-defined guidelines. The strict guidelines, rules, and regulations that govern market

research must be followed consistently in order to ensure client satisfaction.

2.3.1 Monitoring

You will be monitored and your calls may be recorded as part of our quality control program. OpinionSearch Inc. makes every effort to ensure that our interviewing staff, respondents, and where appropriate,

international research participants are advised of call monitoring and/or audio taping procedures. You will

be required to obtain the research participants consent for the call audio taping.

Monitoring is an integral part of the interviewing and market research process. It has two main functions:

Validation of surveys to ensure accuracy and quality data is being collected Ensure compliance of our quality standards and evaluate your skills in order to provide feedback,

coaching and assessments (including training recommendations)

Feedback on your quality of work will be provided on an ongoing basis in person or on the Interviewer

Portal. You are required to meet the standards set out below. If you have any questions regarding thequality guidelines (see Interviewer Training Manual for more details), please feel free to speak to a

member of the monitoring team.

Each interviewer is evaluated on 8 specific areas:

Sample Management Introduction Rapport Survey Management Verbatim Probing Clarifying Open-Ends

2.3.2 First 3 Reports

New employees are given three rookie monitoring reports, generally issued within the probationary

period. This is done to ensure that the guidelines are being followed and that any questions or issues the


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employee may have are addressed as soon as possible. Infractions issued on the first three reports are

not active on an employees file, and are given as feedback, unless they are one of the following major

subcategories:

Rude to the respondent

Uses profanityReceiving one of these infractions is cause for immediate termination. Reactivations (previous employees)

are not eligible for the three rookie reports, unless they did not receive them prior to leaving the

company.

2.3.3 Evaluation

Monitors will assess if you are or are not following each subcategory. If you are following a subcategory

they will indicate this with a y on the monitoring report. If you are not following one, several, or all of

the guidelines, this will be indicated with an x for every subcategory in which you make a mistake. An n

indicates that a particular subcategory was not applicable on a given report.

Please see the Market Research Interviewer Training Manual for a list of what constitutes as minor or

major offence. Please refer to section 2.5.1 for further details on the warning levels.

2.3.4 Recordings

Opinion Search records the calls and completions that you make during your shifts and feedback or

infractions are then issued to you, either in person or electronically through your crew log-in page. You are

required to acknowledge any electronic reports that have been issued to you before you schedule again.

2.3.5 101 classes

If you find yourself struggling in any area of the quality guidelines, you have the option of taking an unpaid

101 class. The purpose of these classes is to provide you with the information that can help you to do your

job better. Please check with a monitor for the category and the 101 class schedule. You may then

schedule the class with the scheduler.

Improving Your Minor Record

You have the ability to remove a minor infraction from your record by attending and passing an unpaid

101 class in the category of the minor you would like to remove. Stipulations are as follows:

Maximum of 5 minors can be removed per calendar year Only minors can be removed. You may only remove one minor per category per calendar year (e.g. 1 for probing, 1 for clarifying,

etc.)

You will only be eligible to remove minors with a 101 class if you are below the Verbal Warninglevel.


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Verbal Warnings and Zero Tolerance

Once youve reached the Verbal Warning level, you are strongly advised to take a 101 class, but it is

optional. If you receive a Zero Tolerance, however, a 101 class in the category of the infraction is

mandatory and is paid. To find out which 101 class you are eligible for, please check with a member of the

monitoring department.

2.4Productivity

Productivity is based on the number of surveys you complete per hour, in comparison to the average of

the group. To calculate your Productivity Rating, your individual Interviewer Completion Rate is compared

to the Overall Completion Rate for all interviewers working on the same project. This is done for each

individual project.

The formula is as follows:

Productivity Rating = Interviewer Completion Rate/ Overall Completion Rate

A Productivity Rating of 1.0 means that on average you had completion rates that were right inline with the average number of completions by all interviewers.

A Productivity Rating below 1.0 means that you had a lower productivity than the average. A Productivity Rating above 1.0 means that you had a higher productivity than the average.

Each month, a productivity report will be posted on the bulletin board near the supervisor station in

Ottawa, and in the kitchen in Montreal. This report shows how well individual interviewers are

performing in comparison to the rest of the group for projects worked throughout the month. If you areunclear on how to read the results, ask your Supervisor to explain. A Supervisor or Human Resources

representative will meet with you privately if your productivity is an area of concern.

2.5Progressive Discipline Process

Behaviour, attendance, quality, etc. are demonstrated in Opinion Search Inc. by compliance with policies

and procedures as outlined in this manual. These guidelines have been developed to promote efficient

and effective operations; they define what Opinion Search Inc. considers to be reasonable expectations

and compliance is expected. When these guidelines are not respected, the following progressive discipline

process will be applied.

2.5.1 Description of Warning Levels

Opinion Search Inc. subscribes to the principal of progressive discipline in situations that affect the work

environment. Our Discipline Process has several different possible warning levels. They are as follows:

Verbal Warning This is the first level of formal warning, where you will be notified that your actions are

unacceptable and then explained the consequences if such actions continue.


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Written Warning This warning level is applicable to the discipline process for Productivity, where an

account of the area of concern is documented, and you must sign the warning to acknowledge it was

received. Once again, the consequences if this should continue will be explained verbally.

Zero ToleranceThis is the final level of warning for all processes and you will be explained that if another

occurrence arises, your employment with Opinion Search Inc. will be terminated for cause. You must sign

this warning to acknowledge it was received. If you refuse to sign the warning, you will not be permitted

to work until you have signed the warning that was issued to you.

All warnings are dated and recorded in your file to indicate a potential problem, and will be stored in your

physical file. Unless otherwise specified, all warnings remain in effect for 350 working hours.

Warnings are issued within 5 business days of your next scheduled shift by a senior staff member.

The following describes the process for each different areas of discipline:

2.5.2 Attendance

Since you are given the opportunity to book your own shifts, we have a low tolerance for attendance

infractions. Below is a list of attendance infractions to avoid:

Late: You sign in after the start of your scheduled shift. Left Early: You do not work your full scheduled shift. Cancellation With Notice: You call to inform the supervisors that you are unable to work, giving

more than 24 hours before the start of the shift in question.

Cancellation Without Notice: You call in to inform the supervisors that you are unable to work,giving less than 24 hours before the start of the shift in question.

No Show: You do not report to work nor do you call to cancel. This should never happen unless itis completely out of your control. You are expected to give us a call if you are unable to make a

scheduled shift.

Infraction Demerit(s)

No Show 4

Cancelled without notice 3

Cancelled with notice 2

Late/Left Early 1

The following is an outline of the actions that will be taken with regard to attendance:1. Once 8 demerits are reached within 350 hours of work, a Verbal Warning is issued.2. Any attendance infraction while on Verbal Warning will result in a Zero Tolerance being issued.3. If the situation occurs again while on Zero Tolerance, your employment will be terminated for

cause.

Please note that an attendance infraction can be removed if a medical note is submitted for the date(s) of

the infraction(s). Medical notes should be submitted to the Human Resources department or supervisors

as soon as possible. Please note that prescriptions will not be accepted and any medical notes can be


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verified at the discretion of the Human Resources department, and the infraction will stand until said note

has been verified.

2.5.3 Behaviour

At Opinion Search Inc. we expect a high level of professionalism from our employees, and monitor their

adherence to our behavioural policies. Infractions can be issued for such things as having food or non-spill

proof cup at booth, break/pause abuse, cell phone use, etc. Below is a list of the type of behaviour

infractions to avoid:

Professional Behaviour: Interviewer does not adhere to a code of conduct that sets to achieve thevision and goals of the company.

Pause/Break Abuse: See section 2.1.2 and 2.1.3 Call-Centre Policies: See section 2.2.2Dos & Donts. Dress Code Policies: See section 2.2.1-Dress Code Scheduling Insufficient Hours: See section 2.1


Professional Behaviour 4

Pause/Break Abuse 3

Call-Centre Policies 2

Dress Code 1

Scheduling Insufficient Hours 1

The following is an outline of the actions that will be taken with regard to behaviour:

1. Once 8 demerits are reached within 350 hours of work, a Verbal Warning is issued.2. Any behaviour infraction while on Verbal Warning will result in Zero Tolerance being issued.3. If the situation occurs again while on Zero Tolerance, your employment will be terminated for

cause.

2.5.4 Quality

At Opinion Search Inc., interviewers are expected to adhere to all market research principles; you can find

the quality guidelines in the Interviewer Training Manual. Infractions are valid for the subsequent 350

hours from the report in which the infractions were issued.


Minor 1

Major 5

The following is an outline of the actions that will be taken with regard to quality:

1. Once 10 demerits are reached within 350 hours of work, a Verbal Warning is issued.2. Once 15 demerits are reached, a Zero Tolerance Warning will be issued.3. Once 20 demerits are reached, your employment will be terminated for cause.


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2.5.5 Productivity

Warnings are issued to Interviewers who have not met the minimum monthly required productivity rating

of 0.86. If you do not meet these requirements, you will be issued a warning.

The following is an outline of the actions that will be taken in regards to behaviour.

1. If you fail to meet a monthly rate of 0.86, you will be issued a Verbal Warning. You then have thenext 15 shifts to obtain an average rate of 0.9 or higher for those 15 shifts alone, and if this is

obtained, you will no longer be on warning.

2. If you fail to reach a rate of 0.90 for these 15 shifts, you will be issued a Written Warning. You thenhave the next 10 shifts to obtain an average rate of 0.9 or higher for those 10 shifts alone, and if

this is obtained, you will no longer be on warning.

3. If you fail to reach a rate of 0.90 for these 10 shifts, you will be issued a Zero Tolerance. You thenhave the next 5 shifts to obtain an average rate of 0.9 or higher for those 5 shifts alone, and if this

is obtained, you will no longer be on warning.

4. If you fail to reach a rate of 0.90 for these 5 shifts, your employment will be terminated for cause.2.6Rewards

2.6.1 Rewards Points

This program uses pre-paid credit cards where one point is equal to $1. You must accumulate a minimum

of 50 points before ordering a $50 prepaid credit card.* The points can be redeemed at increments of $50,

$75 or $100. The cards function like any credit card and can be used at a select group of retail and travel

suppliers. In order to redeem your points you must sign in to your account on the Interviewer Portal and

click on the Withdraw Points tab found on the Rewards page.**

Note: Human Resources will attempt to contact you when your points have arrived. If you do not pick up

your prepaid credit card within the following three weeks of their arrival your points will be forfeited.

* If an employees file is deactivated before meeting the minimum amount ($50), they will forfeit any

accumulated points.

** If an employees file is deactivated while between stages, they forfeit their points accumulated past the

lowest stage previously reached ( e.g. 68 points accumulated; only $50 card will be issued at employees

request). The employee has 30 days after their last day of work to redeem their points, after which any

unredeemed points are forfeited.

Reward points are earned by achieving a pre-set target in different areas such as productivity. From time

to time we will also reward points for taking initiative by staying late or working extra weekend shifts to

help meet our field requirements.

Specific points will be awarded as follows:

10 points to all interviewers who achieve a 1.10 to 1.19 for the month (employee must work onthe phones for a minimum of 64 hours that month to qualify)


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25 points to all interviewers who achieve a 1.20 or above for the month (employee must work onthe phones for a minimum of 64 hours that month to qualify)

2.6.2 Referral Bonus

Any field staff member who refers a new employee to Opinion Search Inc. will receive a $50 referral bonus

added to their paycheque. The new employee must work a minimum of 200 hours in order for the referral

bonus to be issued. You must still be an active employee after the referral has worked the required hours

in order to qualify for the referral bonus. If you refer a former employee, you will not be eligible for the

referral bonus.

2.7Performance evaluation

Opinion Search Inc. values performance that supports efficient and effective operations. We have

designed our compensation structure around these key areas: Productivity, Quality, Attendance,

Behaviour and Loyalty.

An evaluation will take place at increments of 500 hours worked as an interviewer. Eligibility for pay

increase and / or rewards will be granted based on your performance throughout the last 500 hours. You

will meet with a Human Resources representative in a structured meeting to review your performance,

and to set goals and expectations for the next 500 hour period. This is an opportunity for you to discuss

any questions, concerns or ideas and for the Human Resources representatives to provide valuable

feedback and guidance.

2.7.1 Increases

At the end of the Performance Review period, you may be eligible for an hourly rate increase of 25 cents

per hour or 50 cents per hour, depending on your individual Productivity Rating. Eligibility for increases isbased strictly on Productivity Rating as follows:

2.7.2 Loyalty Rewards

Reward Points

Opinion Search Inc. recognizes that the longer you are employed by us, the more developed and therefore

valuable your skills are. We encourage you to remain with us and reward those who do with a Loyalty

Reward. This reward is awarded at each 500-hour evaluation once a minimum of 1500 hours has been

worked; eligibility for this Loyalty Reward is calculated on total number of hours worked for Opinion

Search Inc.. Reward Points can be tracked on your interviewer portal. The amount of reward points are

distributed as follows:

Rate Increase

1.20 plus 50 cents

1.00 to 1.19 25 cents

Below 1.00 0 cents


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Total Hours Reward

Points

7,500 + 100

5,000 to 7,499 60

3,000 to 4,999 45

1,500 to 2,999 30

2.7.3 Warnings

There are decrease levels connected to violations of policies and procedures established by Opinion

Search Inc.. All warnings given for attendance, behaviour and/or quality will negatively impact your

eligibility for a pay increase and/or loyalty reward. Below describes severity upon which your

remuneration will be affected.

Decrease Level Warning Level

3 Zero Tolerance

1 Verbal Warning

Decrease levels first affect the pay increase and then the loyalty rewards.

For example, if you have earned an increase of 25 cents, but have also earned a verbal warning, the

increase will be reduced by one level to 0 cents.

Performance AverageProductivity Rating Increase

Increase Productivity1.07

$0.2550 cents 1.20+

25 cents 1.00 to 1.19

0 cents below 1.00

3 Administrative Information

3.1Grievances

Purpose

Grievances help to establish a procedure for the fair, orderly and speedy resolutions of disputes that

sometimes arise between staff members.

Regular and forthright communication between employees and supervisors reduces the likelihood of the

need for more formal review and is in the mutual best interest of all. You should bring any work-related

problems to the attention of a supervisor as soon as possible in order to find an effective solution in a


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timely manner. Should informal attempts at resolution not be satisfactory, then and only then, may you

utilize this grievance procedure.

Application

Grievances are used to review any alleged violation or misapplication of company policies or rules

pertaining to:

Application of Pay Review process Application of disciplinary decision which results in a warning Complaints based on environmental or health/safety related issues Termination of employment for cause

Process

The grievance must be made in writing and signed by you then submitted to the immediate supervisor of

the most senior employee involved in the incident within five working days.

Step I The Field Manager and/or a member of the Human Resources Department will review all relevant

documents and/or materials and interview all parties individually to determine the facts (within two

working days of the presentation of the grievance). The immediate supervisor will make a decision based

on the submissions of all parties and will issue a written report, which will be attached to the original

complaint. If the issue is not resolved to the satisfaction of all parties, a referral will be made to Step II.

Step II The Senior Human Resources Coordinator will review the file including the decision of the

immediate supervisor. The purpose of the review is to act as a final filter and determine if any biases,

intentional or unintentional, influenced the decision. The Senior Human Resources Coordinator will look

at issues including but not limited to the completeness of the file, credibility of witnesses, accuracy of

statements and the appropriateness of the penalty imposed in relation to the offence while taking intoconsideration the documented history of the employment relationship. Final determination will be made

in writing within two working days of referral.

3.2Payroll

You will be paid every second Thursday. The cut-off for each

pay-period is the end of the previous Saturday. As an example

using the calendar to the left, all hours worked between Sunday,

January 6th and Saturday, January 19th, would be paid out on the

following week (pay day) Thursday, January 24th.

Your first pay statement will be issued as a paper copy available

on payday after 2:00pm from the Human Resources department

and all subsequent pay statements will be available online.


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3.2.1 My ADP

Pay statements and T4s/R1s will be made available in digital format on the ADP website

(http://my.adp.ca).You will be given information for accessing the system via email.

3.2.2 Direct Deposit

Opinion Search Inc. has made direct deposit a mandatory method of payment. You must provide direct

deposit information at your orientation. If you dont, you will not be able to schedule shifts until we have

received a copy of your direct deposit information. You will be asked to submit the information by the end

of the next pay period, and a manual cheque will be available for pick up with the Human Resources

department for the payment before the direct deposit information takes effect.

3.3Health/Safety

Fire Alarms

During a fire drill, you are expected to exit the building in an orderly fashion; a supervisor will be there to

guide you to safety. Ottawa employees are expected to meet at City Hall near the Laurier St. entrance and

await further instructions. Montreal employees are expected to meet across the street from the building

in the parking lot for the church and await further instructions.

Cleanliness

All booths must be left clean and clear of all unnecessary papers at the end of each shift. Disinfectant is

available at the supervisor station. You are requested to disinfect your headset, phone and mouthpiece

prior to each shift. If you have any concerns about the health and safety of your environment, please see

a member of the Human Resources department.

3.4Security

Access Card

The interviewer entrance must be kept closed at all times for security reasons. An access card is required

to enter the office. You must have your access card visible at all times. You will be issued an access card

within two weeks of your employment start date. The card is property of Opinion Search Inc. A $25

deposit will be deducted from your pay as a deposit for the access card. Should you lose your card, you

must inform the Human Resources department immediately. Another deposit will be deducted from your

pay to replace your card. The supervisors have the right to ask to see your card at any time and shouldyou be unable to produce it, you may be issued a Call-Centre Policy infraction and you may be sent home

immediately for violation of the security policy.

You are required to have your access card and/or picture ID on you when in the building. You are to

present this identification upon request from building security.

Ottawa You should use the Opinion Search Inc. main entrance when entering the call centre at all times.

This entrance is located on the ground floor (1st floor), in the North/West corner of the building on
http://my.adp.ca/http://my.adp.ca/http://my.adp.ca/http://my.adp.ca/


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Gloucester Street. All other doors in the building are automatically locked after 6:00 pm during the

weekdays and all day on the weekends. It is against security policy to hold doors open to allow people

entry into the building or use any type of object to prop open doors for re-entry.

Montreal When you exit the elevator, you are to use the wooden door to access the call centre. You will

have a second wooden door to go through that requires an access card to open. The glass doors are client

doors and are not to be used at anytime during your shift.

Security Cameras and Video Taping

Some of our offices and facilities have videotaping cameras. These security cameras are installed in the

building to ensure all security measures are followed. They are also used to identify persons and actions

should any Opinion Search Inc. employee or client property be damaged or stolen, or should anything

untoward happen to staff, visitors, or clients and/or their property.

The offices of Opinion Search Inc. are located in public buildings and while we have put many systems and

processes in place to ensure restricted access, we cannot guarantee nor do we take responsibility for lostor stolen items.

3.5Termination of Employment

Upon termination of your employment, a Record of Employment (ROE) will be accessible through Service

Canada.

3.5.1 Voluntary

We require two weeks written notice should you decide to terminate your employment. Upon

termination of employment with Opinion Search inc., you must return your access card within one month

after your last day of work in order to receive reimbursement for your deposit. After receipt of the accesscard, your reimbursement will be issued on the next scheduled pay date. Your last pay will continue to be

through direct deposit.

If you do not book shifts for three consecutive weeks, this will be considered a voluntary termination and

you will no longer be an active employee. Weeks that an employee submits a schedule but receives no

shifts will not count as failing to schedule. Refer to your employment contract for further details.

3.5.2 Involuntary

Depending on the severity of the offence, terminations may be handled with either immediatetermination or a series of warnings with the final warning resulting in termination. The following is a non-

exclusive list of examples of what constitutes a serious offence which will lead to the termination of

employment for cause without notice and what will prompt an employee to receive a series of warnings.

Immediate termination without warning:

Falsifying data Insubordination Using profanity/being rude to a respondent or justified respondent complaint


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Harassment of other employees, either verbal, physical, or sexual Theft of company or personal property Defacing of company property

Please note that a justified complaint will be defined as one where the interviewers call was handled in an

unprofessional manner that reflects negatively on Opinion Search Inc, or one of our clients.

Progressive System:

Behaviour Quality Productivity Attendance

Any decision for involuntary termination will be communicated to you within 5 business days.

3.5.3 Termination without Cause

As stated in your contract, you may be terminated without just cause. If you are terminated without just

cause, then you will be entitled to the minimum applicable statutory notice. If you have any questions or

require clarification of these actions, please speak with the Human Resources Coordinator.

3.5.4 Reactivations

Any decisions regarding the reactivation of an employee after termination are made on a case by case

basis, at the discretion of the Human Resources department.

4 Glossary

4.1Attendance

Cancellation with notice: You call to inform the supervisors that you are unable to work, givingmore than 24 hours before the start of the shift in question.

Cancellation without notice: You call to inform the supervisors that you are unable to work, givingless than 24 hours before the start of the shift in question.

Late: You sign in after the start of your scheduled shift. Left Early: You do not work your full scheduled shift. No Show: You do not report to work nor do you call to cancel. This should never happen unless itis completely out of your control. Please give us a call if you are unable to make a scheduled shift.

4.2Behaviour

Call-Centre Policies: See section 2.2.2Dos & Donts. Insubordination: Failure or refusal to recognize or comply with directions from a supervisor,

monitor, scheduler or field management.


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Merit: Volunteer to help by actions such as staying late to help finish a project, or taking on extrashifts.

Pause/Break Abuse: Goes over allotted break time, extended pauses, logs incorrect pauses. Professional Behaviour: Interviewer does not adhere to a code of conduct that sets to achieve the

vision and goals of the company. Scheduling Insufficient Hours: Failure to meet the minimum scheduling requirements.

4.3Human Resources Issues

Harassment: Harassment includes engaging in any course of vexatious comment or conduct that isknown or ought reasonably to be known to be unwelcome and includes:

o verbal abuse or threats;o unwelcome remarks, jokes, innuendoes or taunting;o displaying pornographic or other offensive or derogatory pictures;o practical jokes which cause awkwardness or embarrassment;o unwelcome invitations or requests, whether indirect or explicit, or intimidation;o leering or other gestures;o unnecessary physical contact such as touching, patting, pinching, punching; ando physical assault.

Pay Date: This is the day upon which you will receive payments. This occurs every secondThursday, and your pay will be deposited into your account at the beginning of the day.

Pay Period: This is the time period for which you will be getting paid on the following pay period.You will be paid for the full two weeks prior, starting on a Sunday and ending on the Saturday just

before the pay date.

4.4Interviewer Tools

Interviewer Policy and Procedure Manual: This manual provides you with all the information thatis needed to get you ready for the position of interviewer, and explain what is expected of you.

Interviewer Portal: This is a website where you can log into your employee account. This site iswhere you would check your tier and request shifts for the upcoming week. Also on this portal,

you will be able to view memos, track reward points and change your settings (email address,

cancellation notification method or password).

Interviewer Training Manual: This manual provides you with the information that you would needin day to day activities in your work tasks. The quality guidelines that you will need to adhere to

will be described as well as instructions on scheduling and the computer software.

Privacy & Survey Research Part Time Staff Briefing Manual: This manual provides all staff withinformation regarding privacy and legislation required to perform the tasks associated withconducting social and market research interviews.

4.5Marketing Research Terminology

Qualitative Research: This is commonly known as focus groups, where respondents come in toconduct either one on one or group research. This is not as representative of the population due

to the lower amount of respondents, but answers are more in depth and detailed.


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Quantitative Research: This is commonly known as surveys or interviews. These arequestionnaires that are done over the phone by interviewers where significantly more

respondents can be reached, however results are delivered to clients in a statistical and

aggregated form.

4.6Productivity

Productivity Rate: Productivity is used to evaluate your performance in regards to how your peersare performing. Productivity is based on the number of surveys you complete per hour, in

comparison to the average of the group. This is based on an average rate of 1.0.

Tier: Tiers are based on your cumulative average productivity rate of the previous 4 weeks. This isupdated once a week, and is available on your interviewer portal. It is used to determine when

you are able to schedule for the upcoming week. The tiers are divided as follows:

o Tier 1 : 1.20 and aboveo Tier 2: 1.00-1.19o Tier 3: 0.80-0.99o Tier 4: 0.79 and below

4.7Quality

Majors: Infraction given for all serious offenses in regards to quality standards while conducting asurvey. Please consult your Training Manual for a description of such infractions.

Minors: Infraction given when you fail to meet the quality standards while conducting a survey.Please consult your Training Manual for a description of such infractions.

4.8Rewards

Reward points: This is a program where you accumulate reward points. These can be tracked onthe Interviewer Portal. 1 point is equal to 1$, and can be redeemed for a pre-paid credit card at

increments of 50$, 75$ or 100$ using your interviewer portal.

Decrease Level: These are levels that negatively affect your eligibility for a pay increase and/orLoyalty Reward. These decrease levels are accumulated by accruing warnings for Quality,

Attendance or Behaviour. Please consult section 2.7.3 for a breakdown of how many decrease

levels are associated with various warning levels.

Performance Review: This occurs every 500 work hours you have completed. Each Performancereview will assess your performance over the previous 500 hours based on Productivity, Quality,

Attendance and Behaviour. This is used to determine if you are eligible for a pay increase and/or

Loyalty Reward.

4.9Warnings

Automatic/Immediate Warning: This is a warning that is given on the first occurrence of anincident without prior infractions. This is applicable in the area of Productivity.

Demerits: Each infraction is worth a certain amount of demerit points based on the severity of theinfraction. These are points that accumulate into a warning level which are used in the discipline

process for Attendance, Behaviour and Quality. Warning levels are based on the number of

demerits you have accumulated in a 350 hour timeframe.


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Infraction: A comment placed on an employee file noting a contravention of policy including thedate, the abuse area and a brief summary of what was discussed. Infractions can be issued for

contraventions in Attendance, Behaviour or Quality.

Progressive Warning System: A system whereby warnings are issued for an accumulation ofinfractions/demerits. For example, an accumulation of 8 Attendance demerits would result in a

Verbal Warning being issued.

Verbal Warning: This is the first level of formal warning. You are notified that your actions are notacceptable and then explained the consequences if such actions continue.

Written Warning: This warning level is applicable to the discipline process for Productivity, wherean account of the area of concern is documented, and you must sign the warning to acknowledge

it was received. Once again, the consequences if this should continue will be explained verbally.

Zero Tolerance: This is the last level of warning for all processes. It is the final warning, and youwill be explained verbally that if another occurrence arises, that their employment with Opinion

Search Inc. will be Terminated For Cause. You must sign the warning to acknowledge it was

received.

Interviewer Policy and Procedure Manual

Documents

Transcript of Interviewer Policy and Procedure Manual