BSBHRM604 - Case Study PDF

ABC Contact Services –
Case Study BSBHRM604
CASE STUDY
STEFANIA F.
STUDENT FULL NAME | Author: Student Name and ID

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 1 | 30
I. ABC Contact Services Company Profile ............................................................................ 4
Our Vision, Mission and Values
Organisational structure chart
II. Employee relations strategy................................................................................................ 7
III. Code of Conduct Policy ..................................................................................................... 12
Personal and Professional Behaviour
Conflict of Interest
Use of Social Media
Intellectual Property and Copyright
Confidential Information and Privacy
Records Management
Facilities and Resources
IV. Equal Employment Opportunity (EEO) & Anti Bullying .................................................. 16
Policy
Discrimination, Sexual Harassment and Bullying
Discrimination:
Reasonable adjustments
Procedure: To make a complaint
Procedure: To receive a complaint
Procedure: To investigate a complaint
Possible outcomes
V. Occupational Health & Safety Policy ................................................................................ 21
Policy
Manual handling policy
Workers’ compensation policy
Injury procedure
Smoking policy
Alcohol & drugs policy
VI. Sustainability Policy .......................................................................................................... 24
Offset Carbon Emissions
Green Our Supply Chain
Use Resources Efficiently
Energy

Paper
Printing
Travel
Recycling initiatives
VII. Quality Assurance Framework .......................................................................................... 26
Operational QA framework processes
ABC quality standards

ABC Contact Services Company Profile
ABC Contact Services Pty Ltd is an Australian owned and operated contact
solutions company, with headquarters in Melbourne, Victoria. Founded by
Ms Jacinta White in 2016, offering a range of contact centre services to
small to medium businesses, ABC employs a team of customer service and
support specialists highly experienced in the industry.
ABC is governed by a Board of Directors, who oversee operational

compliance and provide guidance and support to the CEO and Executive
Team. The company has been successfully operating since January 2016
and has grown its customer base by an average of 25% each year, with a
brand that is now synonymous of efficiency, quality, and exceptional
service.
ABC Contact Services provides reliable reception, contact handling and customer support services at affordable
rates to SMEs requiring efficient and affordable solutions for their contact management needs.
The 3-level contact centre facilities at Collins Street, Melbourne, includes comfortable office spaces, two conference
rooms, and a state of the art call centre with capacity for 50 staff.
Our call centre operates 24/7, providing inbound contact management for a range of industries, business types and
service structures, both B2B and B2C. Our team of highly qualified customer service and support specialists can
provide reliable and high-quality services in a timely and cost-effective manner.
Our complete contact centre software system Noda Contact Centre supports the delivery of a total virtual reception
service, tailorable across the following elements:
• Live Virtual Reception Services
• Mobile Workforce services
• Call Overflow
• After Hours Service and Public Holidays
• Appointment setting and calendar management
• Scripted customer support and escalation

Our Vision, Mission and Values
Vision Statement
ABC Contact Services’ vision is to be the industry leader in providing efficient, reliable and affordable contact
management solutions to our clients.
Mission Statement
Our aim is to establish ABC Contact Services as the company that always exceeds expectations, through:
o Consistently delivering quality services
o Optimising quality to ensure efficiency and reliability
o Providing a range of affordable services to our clients
Values
At ABC Contact Services we value:
o Quality
o Integrity
o Accountability
o Respect for diversity
o Innovation
o Continuous Improvement
Organisational strategic objectives
• To lead the market for excellence in customer service

• To establish a culture of innovation that values diversity
• To enhance sustainable work practices in financial, social and environmental matters

Organisational structure chart
Board of
Directors
CEO
Sales & Contact Services &

Finance
Marketing HR Manager Centre Systems
Manager
Manager Manager Manager
Sales & Quality
Contact Finance
Marketing HR Assistant Assurance
Centre Team Team
Team Manager
The list of organisational roles within each Department is as follows:
Governance
• Board of Directors
• CEO
Finance
• Finance Manager
o Finance Assistant
Systems and IT
• Systems & IT Manager
o Systems & Network Manager
o Contracts Manager
o Quality Assurance Officer
Contact Centre
• Contact Centre Operational Manager
o Call Centre Floor Managers
▪ Call Centre Team Leaders
• Customer Support Agents
Human Resources
• HR Manager
o HR Assistant

Sales & Marketing
• Sales & Marketing Manager
o Sales & Marketing Assistant
Employee relations strategy
ABC Employee Relations Vision
To create a positive employee relations climate that supports workforce safety, workforce capability, staff
engagement and a high-performance customer service culture.
The purpose of this Employee Relations Strategy is to inform managers and employees of the requirements,
responsibilities and processes required for a positive employee relations environment and the achievement of
sustainable business outcomes.
Foundation
The Employee Relations Strategy supports the ABC Vision and Values by providing the underlying principles to
employee relations within ABC.
The Employee Relations function is an integral component of business operations and must be managed having
regard to corporate priorities and potential risks, costs and impact on customer service.
The ABC Employee Relations Strategy adopts an integrated management approach to addressing employee
relations issues. This approach supports employee relations options that encourage supervisors to lead and
employees to actively participate and engage in positive, productive and safe work practices.
The principles of positive leadership, constructive relationships and meaningful consultation are fundamental to the
Employee Relations Strategy.
All people management activities within ABC should align to the four key elements of the Employee Relations
Strategy. They are:
• Alignment with strategic directions
o Ensure Employee Relations outcomes conform with the ABC direction
o Align employee relations strategies with corporate strategies and values
o Regular reporting on employee relations issues and trends

o Continuous review of the Employee Relations direction
• Governance and compliance:
o Compliance with the legislative and policy framework
o Leaders setting a great example through accepting accountability
o Consistent interpretation of conditions and entitlements
o Compliance with workplace entitlements through training and audit processes
• Focus on business outcomes:
o Employee relations outcomes consistent with business priorities and values
o Employee relations initiatives that support organisational improvement
o Providing timely and accurate advice on employee relations issues
o Effective implementation and communication of employee relations outcomes
• Constructive workplace relationships
o Involve employees in decision making and promote issue resolution at the local level
o Promote ownership of organisational change initiatives
o Proactive, constructive and respectful dispute resolution practices
o Facilitate and maintain constructive relationships with unions
Fundamental principles
Positive Leadership
Managers and Supervisors within ABC should positively influence the employee relations environment by setting a
great example and demonstrating leadership in the pursuit of constructive working relationships.
A positive employee relations environment requires that all employees demonstrate positive leadership behaviour.
This will contribute to the proactive and timely resolution of employee relations issues.
Working Relationships
The achievement of common goals such as “no injuries” and impressive customer service can be facilitated through
the development and maintenance of effective relationships founded on mutual support and respect.
To create an environment of constructive workplace relationships requires a commitment to working with employees,
managers and unions to take all reasonable steps to resolve issues.
Effective relationships with Government, industry and business partners will assist in the development and
implementation of employee relations initiatives.

To ensure mutually acceptable outcomes are achieved parties have an obligation to actively communicate with each
other in order to develop an understanding of each other’s goals and interests. ABC will strive for balanced results
which lead to a resolution of the issue and maintenance of a successful relationship.
Meaningful Consultation
The pursuit of positive employee relations involves undertaking timely and meaningful consultation with key
stakeholders, including employees and unions.
Different situations will require different levels of consultation, such as:
• Information sharing;
• Response seeking;
• Employee input into planning; and
• Cooperative decision-making and planning.
ABC acknowledges the need to support and enable communication between managers and employees; and
recognises that openly sharing ideas and information generally results in better outcomes through shared ownership.
To encourage and promote constructive workplace relations between ABC and unions through effective
communication and consultation.’
Chief Executive Meetings

Chief Executive Meetings are held bi-annually and are designed to:
• Facilitate the development of high-level relationships between the Chief Executive Officer and senior union
officials, while addressing strategic issues affecting the whole of the business; and
• Ensure a forum to discuss workplace issues of strategic concern.
Industrial Relations Issues Forums

Industrial Relations Issues Forums are held bi-monthly between Industrial Relations Consultants and union officials
and are designed to:
• Encourage and promote a constructive relationship between ABC and the unions through effective
communication and consultation;
• Facilitate consultation and dispute resolution on industrial issues;
• Reduce potential industrial conflict through the development of a positive employee relations environment;
• Provide a regular forum for the exchange of ideas, opinions and information;

• Proactively obtain input and feedback from unions on issues affecting ABC and its employees; and
• Facilitate the achievement of outcomes taking into consideration the needs and requirements of ABC
employees, customers and organisational goals.
Divisional Consultative Committees

Divisional Consultative Committee Meetings are held bi-monthly or quarterly and are intended to:
• Promote consultation at the local level in each line of business;
• Facilitate communication at the local level between local union delegates, union officials, Human Resource
Business Consultants, Industrial Relations Consultants and local management; and
• Provide a forum for local issues to be resolved at the local level.
ABC’s workplace relations approach recognises the benefits of communicating directly with our employees wherever
possible. Employees are encouraged to have genuine input to decisions about workplace issues at an individual,
team and organisational level. Examples of initiatives in place to facilitate employee involvement and respond to
feedback are:
Annual Staff Survey

Our Annual Staff Survey monitors employee engagement, satisfaction, and opinion across a broad range of issues.
Key issues raised in the survey are addressed in a corporate level action plan that is led and monitored by the
Executive Team. All employees receive a copy of the survey results and the corporate action plan, and regular
updates on progress.
Employee Communications Strategy

ABC has a comprehensive approach to employee communications that is outlined in our Internal Communication
Guides for Managers and Staff. Two-way communication is strongly encouraged, and we use a variety of mediums
such as team brief meetings, the intranet, the daily bulletin board, staff newsletters, and noticeboards.
Employees are also provided with regular opportunities to meet informally with the Chief Executive Officer through
staff breakfasts, morning teas and site visits.
Management Communication
Leaders attend regular forums to discuss business strategy and progress and are provided with assistance and
support in communicating key messages to their employees. A focus on Management by Walking Around (MBWA)

helps to ensure employees see their leaders regularly and have opportunities to make suggestions and raise
concerns.
Staff Workshop Programs

Staff workshop programs are frequently used to encourage active employee involvement in the deployment of key
business strategies and initiatives. Key topics for workshops include safety, the corporate values, and business
strategy.
Work Practice Improvement Teams

Workplace Practice Improvement Teams serve an important function in the Energy Delivery Division. Frontline field
staff meet regularly in teams to develop and implement a range of work practice improvement initiatives.
Employees who have an issue or concern in the workplace should raise it with their direct supervisor in the first
instance. Should the matter fail to be resolved at this level, the issue should be escalated to the next level
of management. The Supervisor and Manager should endeavour to resolve the issue at the local level. Support for
issues resolution will be available through Human Resources.

Code of Conduct Policy
Purpose
This policy affirms ABC Contact Services’ belief in responsible social and ethical behaviour from all employees. This
policy clarifies the standards of behaviour that ABC Contact Services expects of all employees.
Principles
Our employees contribute to the success of our organisation and that of our Clients. ABC Contact Services fully
endorse that all employees are not deprived of their basic human rights.
Furthermore, our employees have an obligation to the Business, our Clients and themselves to observe high
standards of integrity and fair dealing. Unlawful and unethical business practices undermine employee and Client
trust.
Policy
Our Code of Conduct policy applies to all employees and provides the framework of principles for conducting
business, dealing with other employees, clients and suppliers. The Code of Conduct does not replace legislation and
if any part of it is in conflict, then legislation takes precedence.
The Code of Conduct states that all ABC Contact Services employees must:
o Act and maintain a high standard of integrity and professionalism

o Be responsible and scrupulous in the proper use of Company information, funds, equipment and facilities
o Be considerate and respectful of the environment and others
o Exercise fairness, equality, courtesy, consideration and sensitivity in dealing with other employees, clients
and suppliers
o Avoid real or perceived conflict of interests, and promptly disclose any interest which may constitute a
conflict of interest to an ABC Contact Services senior manager
o Promote the interests of ABC Contact Services
o Perform duties with skill, honesty, care and diligence
o Abide by policies, procedures and lawful directions that relate to your employment with ABC Contact
Services and/or our Clients
o Avoid the perception that any business transaction may be influenced by offering or accepting gifts

o Under no circumstances may employees offer or accept money outside of the standard operating
procedures detailed under payroll, expenses and procurement
o Any employee, who in good faith, raises a complaint or discloses an alleged breach of the Code, whilst
following correct reporting procedures, will not be disadvantaged or prejudiced. All reports will be dealt with
in a timely and confidential manner.
o Employees must not be inebriated or under the influence of drugs
o Employees are required to notify their Manager or HR representative if they are convicted of a criminal
offense or undergo any change of circumstances which may impact on the reputation of ABC Contact
Services
ABC Contact Services expects co-operation from all employees in conducting themselves in a professional, ethical
and socially acceptable manner. Any employee in breach of this policy may be subject to disciplinary action, including
termination. Should an employee have doubts about any aspect of the Code of Conduct, they must seek clarification
from their Manager.
Personal and Professional Behaviour
Staff members are to perform any duties associated with their position diligently, impartially and conscientiously, to
the best of their ability.
In the performance of their duties, staff members are to:

• Treat clients and other staff members with courtesy and sensitivity to their rights;
• Provide all support and assistance as required
• Comply with relevant legislative or administrative requirements as outlined by ABC Contact Services
• Maintain the confidentiality of official information in accordance with the Privacy Act and ABC Contact
Services
All staff will create an environment where staff, clients and guests are able to partake fully, are comfortable, and have
opportunity to connect with the ABC community
All staff will promote a fair, respectful, inclusive and safe environment. Diversity is valued and discrimination, violence
(or threats of violence), bullying and harassment in any form are considered unacceptable.

At induction staff will know their rights and responsibilities in relation to State and Federal anti-discrimination
legislation and importance of the principles of equality of opportunity in their day to day practices and behaviours.
Conflict of Interest
Staff members must ensure that there are no real or apparent conflicts of interest with respect to:
• The misuse of authority and influence to further personal, sexual and financial relationships, with ABC staff,
clients or guests;
• Making decisions and providing advice;
• Private and external work in direct conflict with ABC
• Use of confidential information.
In such cases the staff member must bring the matter to the attention of their supervisor and take immediate steps to
resolve the conflict.
Any staff member who is unsure if a conflict of interest exists must seek advice from a more senior member of staff.
Use of Social Media

Social media use must be respectful to ABC Contact Services and in no way, should jeopardise the integrity and
ethical standards of ABC.
Intellectual Property and Copyright

All resources remain the property of ABC Contact Services and are not for personal use unless permission has been
granted by the CEO.
Confidential Information and Privacy

All staff and clients are entitled to privacy and confidentiality. Staff are required to at all times secure ABC resources
and client information against theft, misuse and damage.

Records Management
ABC Contact Services is legally bound to adhere to proper records management and Data Protection legislation. All
documents that form part of the Company’s public record must be placed on official files. Employees must not
damage, dispose of, or in any other manner interfere with official documents or files. The destruction of records may
only take place in accordance with ABC policy and must be approved by the CEO.
Facilities and Resources

ABC Contact Services resources, facilities, equipment must be used effectively and efficiently. Staff are required to
report damaged or defective equipment and facilities to their manager and ensure that where the damage or defect is
a danger to health and safety, action is taken to protect the staff member and others from danger.

Equal Employment Opportunity (EEO) & Anti Bullying
Policy
This policy applies to all staff including contractors and covers all work-related functions and activities including
external training courses sponsored by ABC Contact Services. It also applies for all recruitment, selection and
promotion decisions.
The objective of ABC Contact Services Equal Opportunity Policy is to improve business success by:
• attracting and retaining the best possible employees
• providing a safe, respectful and flexible work environment
• delivering our services in a safe, respectful and reasonably flexible way
Discrimination, Sexual Harassment and Bullying

ABC Contact Services is committed to providing a workplace free from discrimination, sexual harassment and
bullying. Behaviour that constitutes discrimination, sexual harassment or bullying will not be tolerated and will lead to
action being taken, which may include dismissal.
For the purposes of this policy, the following definitions apply:
Discrimination:
Direct discrimination occurs when someone is treated unfavourably because of a personal characteristic that is
protected under Victorian law.
Indirect Discrimination occurs when a rule seems neutral but has a discriminatory impact on certain people. For
example, a minimum height requirement of 6 foot for a particular job might be applied equally to all staff, but would
indirectly discriminate on the basis of gender, as women tend to be shorter than men.
Sexual harassment includes unwelcome conduct of a sexual nature in circumstances in which it could reasonably
be expected to make a person feel offended, humiliated or intimidated a reasonable person, having regard to all the
circumstances, would have anticipated that the person harassed would be offended, humiliated or intimidated.

Workplace bullying may include behaviour that is directed toward an employee, or group of employees, that creates
a risk to health and safety e.g. physical and/or verbal abuse, excluding or isolating individuals; or giving impossible
tasks.
ABC Contact Services provides equal opportunity in employment to people without discrimination based on a
personal characteristic protected under state and federal equal opportunity legislation.
Under State legislation they include:

• age
• breastfeeding
• carer status
• disability
• employment activity
• gender identity
• industrial activity
• lawful sexual activity
• marital status
• parental status
• personal association with someone having any of these characteristics
• physical features
• political activity/belief
• pregnancy
• race
• religious activity/belief
• sex
• sexual orientation
Any employee found to have contravened this policy will be subject to disciplinary action, which may include
dismissal as outlined in the complaint procedure below.
Employees must report any behaviour that constitutes sexual harassment, bullying or discrimination to their manager.
Employees will not be victimised or treated unfairly for raising an issue or making a complaint.

Reasonable adjustments
Reasonable adjustments are changes that allow people with a disability to work safely and productively.
ABC Contact Services will make reasonable adjustments for a person with a disability who:
• applies for a job, is offered employment, or is an employee, and
• requires the adjustments in order to participate in the recruitment process or perform the genuine and
reasonable requirements of the job.
Examples of reasonable adjustments can include:

• reviewing and, if necessary, adjusting the performance requirements of the job
• arranging flexibility in work hours (see ‘Flexible work arrangements’)
• providing telephone typewriter (TTY) phone access for employees with hearing or speech impairments
• purchasing screen reading software for employees with a vision impairment
• approving more regular breaks for people with chronic pain or fatigue
• buying desks with adjustable heights for people using a wheelchair.
When thinking about reasonable adjustments ABC Contact Services will weigh up the need for change with the
expense or effort involved in making it. If making the adjustment means a very high cost or great disruption to the
workplace, it is not likely to be reasonable.
In some cases, ABC Contact Services can discriminate on the basis of disability, if:
• the adjustments needed are not reasonable, or
• the person with the disability could not perform the genuine and reasonable requirements of the job even if
the adjustments were made.
Procedure: To make a complaint

If you believe you are being, or have been, discriminated against, sexually harassed or bullied, you should follow this
procedure.

1. Tell the offender the behaviour is offensive, unwelcome, and against business policy and should stop (only if
you feel comfortable enough to approach them directly, otherwise speak to your manager). Keep a written
record of the incident(s).
2. If the unwelcome behaviour continues, contact your supervisor or manager for support.
3. If this is inappropriate, you feel uncomfortable, or the behaviour persists, contact another relevant senior
manager. Employees may also lodge a complaint with the Victorian Equal Opportunity and Human Rights
Commission, the Australian Human Rights Commission, or take action under the Fair Work Act 2009.
Employees should feel confident that any complaint they make is to be treated as confidential as far as possible.
Procedure: To receive a complaint

When a manager receives a complaint or becomes aware of an incident that may contravene ABC Contact Services
EEO Policies, they should follow this procedure.
1. Listen to the complaint seriously and treat the complaint confidentially. Allow the complainant to bring another
person to the interview if they choose to.
2. Ask the complainant for the full story, including what happened, step by step.
3. Take notes, using the complainant’s own words.
4. Ask the complainant to check your notes to ensure your record of the conversation is accurate.
5. Explain and agree on the next action with the complainant.
6. If investigation is not requested (and the manager is satisfied that the conduct complained is not in breach of
ABC Contact Services EEO policies) then the manager should:
• act promptly
• maintain confidentiality
• pass any notes on to the manager’s manager
If an investigation is requested or is appropriate, follow the next procedure.
Procedure: To investigate a complaint

When a manager investigates a complaint, they should follow this procedure.
1. Do not assume guilt.
2. Advise on the potential outcomes of the investigation if the allegations are substantiated.
3. Interview all directly concerned, separately.
4. Interview witnesses, separately.
5. Keep records of interviews and the investigation.
6. Interview the alleged harasser, separately and confidentially and let the alleged harasser know exactly of what
they are being accused. Give them a chance to respond to the accusation. Make it clear they do not have to
answer any questions, however, the manager will still make a decision regardless.
7. Listen carefully and record details.
8. Ensure confidentiality, minimise disclosure.
9. Decide on appropriate action based on investigation and evidence collected.
10. Check to ensure the action meets the needs of the complainant and ABC Contact Services.
11. If resolution is not immediately possible, refer the complainant to more senior management. If the resolution
needs a more senior manager’s authority, refer the complainant to this manager.
12. Discuss any outcomes affecting the complainant with them to make sure where appropriate you meet their
needs.
Possible outcomes
If after investigation management finds the complaint is justified, management will discuss with the complainant the
appropriate outcomes which may include:
• disciplinary action to be taken against the perpetrator (counselling, warning or dismissal)
• staff training
• additional training for the perpetrator or all staff, as appropriate
• counselling for the complainant
• an apology (the particulars of such an apology to be agreed between all involved)

Occupational Health & Safety Policy
Policy
ABC Contact Services will, as far as practicable, provide a safe work environment for the health, safety and welfare
of our employees, contractors, visitors and members of the public who may be affected by our work.
To do this, ABC Contact Services will:

o develop and maintain safe systems of work, and a safe working environment
o consult with employees and health and safety reps on safety
o provide protective clothing and equipment, and enforce its use where applicable
o provide information and training for employees
o assess all risks before work starts on new, for example, buying new equipment and setting up new
work methods, and regularly review these risks
o remove unacceptable risks to safety
o provide employees and contractors with adequate facilities (such as clean toilets, cool and clean
drinking water, and hygienic eating areas)
o comply with all legal and regulatory requirements relating to OH&S
Ultimately, all employees, contractors and volunteers are responsible for ensuring health and safety while at work.
All persons responsible for the work activities of other employees are accountable for:
o identifying practices and conditions that could injure employees, clients, members of the public or
the environment
o controlling such situations or removing the risk to safety. If unable to control such practices and
conditions, report these to their manager
o making sure workers use personal protective equipment (PPE), training workers to use PPE
correctly
o making sure PPE is maintained and working properly

ABC Contact Services demands a positive, proactive attitude and performance with respect to protecting health,
safety and the environment by all employees, irrespective of their position.
Manual handling policy

It is ABC Contact Services’ policy to provide all employees with a safe and healthy workplace by identifying,
assessing and controlling manual handling risks. While management is responsible for the health, safety and welfare
of all staff, all employees must report potential and actual manual handling hazards.
Never lift or manually handle items larger or heavier than you can easily support. If you are in any doubt, do
not hesitate to ask for help.
Workers’ compensation policy

All employees may be eligible for workers’ compensation benefits if injured while at work.
Injury procedure
If there is an injury:
1. The first priority is medical attention. The injured worker or nearest colleague should contact one of ABC
Contact Services first aiders. For a serious injury also call an ambulance.
2. Any employee who is injured on the job, experiences a safety incident or a near miss, must report the
incident to their manager. All near misses must be reported, regardless of whether an injury occurs.
3. The manager must write a report in the Register of Injuries, Incidents and Near Misses. This standard report
must include:
• employee’s name and job details
• time and date of injury
• exact location the injury/incident occurred
• how the injury/incident happened
• details of the injury/illness and the part/s of the body injured
• names of any witnesses

• name of the person entering details in the Register
• date the employer was notified
4. ABC Contact Services will let the injured employee know in writing that we have received notification of any
injury or illness reported in the Register.
The manager must report serious injuries to WorkSafe immediately.
Smoking policy
ABC Contact Services has a non-smoking policy. Smoking is not permitted on ABC Contact Services property or in
offices at any time.
Smokers who need to take breaks should do so in their allotted breaks (no more than 2 per day in addition to their
lunch break). These breaks must be limited to 15 minutes from leaving the workplace to recommencing work. These
breaks must not be taken at the entrance to ABC Contact Services offices. Excessive smoking breaks will be
regarded as absenteeism and performance improvement action may be taken.
Alcohol & drugs policy

ABC Contact Services is concerned by factors affecting an employee’s ability to safely and effectively do their work to
a satisfactory standard. The business recognises alcohol or other drug abuse can impair short-term or long-term
work performance and is an occupational health and safety risk.
ABC Contact Services will do its utmost to create and maintain a safe, healthy and productive workplace for all
employees. ABC Contact Services has a zero-tolerance policy in regard to the use of illicit drugs on their premises or
the attending of other business related premises (e.g. clients) while under the influence of illicit drugs.
ABC Contact Services does not tolerate attending work under the influence of alcohol. This may result in
performance improvement action or dismissal.
ABC Contact Services at times makes alcohol available to staff over the age of 18. Limiting the consumption of any
alcohol made available is the responsibility of the employee. Driving over the legal limit or under the influence of illicit
drugs is illegal.

Contravening either of these points may lead to instant dismissal.
Sustainability Policy
ABC Contact Services aims to achieve optimal environmental protection and sustainability whilst minimise
environmental risk and pursue new initiatives to proactively impact the environment delivering superior service levels
to our clients.
This policy outlines our organisational standards for sustainable work practices.
Offset Carbon Emissions

Senior management have set an enterprise-wide goal of offsetting carbon emissions by the end of 2020. While we
aim to minimise our environmental impact through the measures below, we are committed to offsetting our inevitable
impacts. This is a real commitment with the full support of ABC Contact Services’s senior management.
Green Our Supply Chain

ABC Contact Services is committed to doing business with those organisations with strong environmentally
sustainability principles.
We use our buying power to influence our suppliers and encourage them to pursue environmentally sustainable
practices. When assessing suppliers we canvass the following:
o Implemented environmental policy
o Allocated environmental management responsibility
o Management of environmental issues and risks
o Green supply chain
Use Resources Efficiently

We minimise resource consumption throughout our operation. The various elements of our resource minimisation
strategy can be found below:

Energy
Automated lighting system; movement and daylight sensors to ensure lights are only on when needed
IT power management regimes; set computer, printer and audio visual equipment sleep modes and disable screen
savers
IT equipment procurement regime; incorporates ENERGY STAR considerations in all purchase decisions
Paper
Paperless fax system that drastically reduces paper consumption
Recycled paper; approximately 70% of paper purchased by ABC Contact Services contains recycled content
Digital filing system; encourage employees to store documents digitally to save paper and minimise space used for
storage
Digital communication; encourage email as the preferred method of communication as opposed to paper
Printing
Default duplex print settings; reduces our paper consumption by almost 50% through default duplex printing settings
on all printers
Default black and white print settings; reduces cartridge and toner consumption
Centralised printing centres; minimises the number of printers, allows greater control over settings and discourages
unnecessary printing
Multifunction centres; combining copiers, printers and scanners in one device minimises consumption
Travel
Encourage video and teleconferencing; minimises travel for both employees and clients
Offer telecommute options; where possible ABC Contact Services allows employees to work from anywhere,
including home. We operate a secure virtual private network where employees can access our servers without
travelling to the office
Recycling initiatives
Companywide recycling; all paper products, glass, cans, plastic and printer cartridges are recycled Reminder signs;
positive behavioural signs placed around the office to remind employees to recycle

Induction and Probation
Purpose
ABC seeks to ensure all new employees feel supported and prepared to start work with a clear understanding of their
roles, responsibilities and performance goals.
Induction Policy
This policy outlines our formal Induction outline and procedures, and is supported by our total Performance
Management Policy, of which Induction and Probation is the first stage.
Once the Recruitment and Selection Process is complete, and the Letter of Offer and Employment Contract have
been sent to a candidate, the recruiting manager must ensure these are returned and signed as soon as possible,
identify a start date for the employee, and source all necessary resources for them to carry out their role e.g. IT
equipment, system user account and login details, uniforms, keycards, etc.
Before the employee commences work, the recruiting manager must begin the process of preparing to induct the
employee, by saving a copy of the Employee Induction Checklist template with employee name and role and
completing the first section.
On the employee’s first day of work, the manager must provide a structured induction, as detailed in the second
section of the checklist, comprising of orientation and housekeeping, an induction meeting, and completing and
returning all required paperwork.
Both the manager and the employee should review the induction checklist, ensuring all sections are ticked off, and
then sign the checklist before the manager returns to HR.
The manager and employee must then set a date to meet in the next 2-3 working days for the first Performance
Management meeting, as detailed in the Performance Management procedure.
Induction Procedure
Section 1: Prior to inductee’s first day of work
1. Provide HR with a returned, signed copy of the Letter of Offer and Contract of Employment, following up
with candidate if necessary
2. Inform the employee of their start date and time, where and who they should report to, and whether they
need to bring any tools or equipment
3. Source all required resources for the employee, including building and IT access, as well as any uniforms if
necessary. [Note: IT accounts take 5-7 working days to set up, building access passes must be ordered
through HR but are available immediately.]

4. Document the resources assigned to the employee and provide to HR for management
5. Prepare paperwork to be provided and filled out, before date of induction
Section 2: On inductee’s first day of work
Orientation and housekeeping

1. Walk around of ABC Offices and warehouse, or worksite
2. Introduce the new employee to other staff
3. Show the new employee the kitchen/meal, toilet facilities and where to store personal items (bags, jackets
etc.)
4. Complete a workplace health and safety induction including emergency evacuation, first aid supplies, first
aid officer, fire warden.
Induction meeting
5. The history of the business and its role
6. Structure of the organization and department roles
7. The employee’s department and team
8. Who the employee reports to
9. The employee’s role, and training and induction activities planned
10. Performance expectations and when and how performance will be reviewed
11. Hours of work and the procedure for recording hours of work
12. Meal breaks
13. The applicable award or enterprise agreement, and where to find a copy
14. The payment method, first pay date and how payslips are distributed
15. Outline of workplace policies and procedures in HR Manual, with particular reference to application to the
role, where specific, e.g.:
a. Uniform or dress code (if any)
b. Procedure if the employee is sick or running late
Paperwork
16. Employee to provide or fill out and return:
• Tax file number declaration form (unless declined by employee)
• Superannuation choice form
• Bank account details for salary and expenses payment

• Staff details form
• Photocopies of ID and any licences held by the employee needed for the job e.g. Drivers Licence,
Forklift Licence (see Front Desk)
• If a working visa is required – a copy of the employee’s passport and visa – you will need to do a visa
check
17. Manager to provide to employee:
• Induction checklist for sign off
• Human Resources Policy and Procedure Manual
• ABC Organisational Profile
Please note that Managers/Team leaders may also choose to organise additional induction activities, for
example an introductory morning tea with the team.
Once the employee has settled in to the ABC environment, in the first few days the recruiting manager should begin
the Probationary stage of the Performance Management Policy and Procedure.
Probation Policy
Every employee will be hired under a 3-month probationary period, allowing time for both the employee and the
business to assess suitability, fit and competency within a role.
During this period the ABC commits to reviewing employee performance and at the end of this time ongoing
permanent employment will be confirmed, as detailed in the Performance Management procedure.
If during the probationary period the employee is not satisfied with his/her position, they may terminate their
employment at any time during the 3 month probationary period and notify their Manager as soon as appropriate.
If during the probationary period the employee’s progress is considered to be unsatisfactory the manager may
terminate the employment at any time during the 3 month probationary period
Quality Assurance Framework
The QA Framework at ABC Contact Services is the framework within which we manage the quality of our company’s
performance. It is vital that our organisation continuously improves on quality, to deliver our clients the level of
reliability and efficiency they need and maintain our market leader status.

Assessing the quality of our work outputs across the organisation is how we maintain our culture of continuous
improvement. Quality Assurance assesses the data we collect about our performance and contextualises the
numbers to allow us to produce results to key QA areas of focus, including:
o Why is the Contact Centre performing the way it is?
o What is driving our performance?
o Who is responsible for our current levels of performance? (Staff, Teams, Departments)
o What are our core issues?
o What are the processes and steps to improve?
o Is our operation ‘Compliant’ with global regulations and best practice?
o What are the real and potential risks to our business?
o What are our opportunities?
o What resources will be required?
Operational QA framework processes

The principles of this QA framework are embedded in everything that we do. The process of the framework is
comprised of 4 stages:
1. Measure QA as part of the daily operation
2. Measure Adherence to Process and Procedure
3. Complete a quota of scores by staff per month
4. Perform evaluations by team leaders that are reviewed monthly
Lead QA responsibility lies with the QA Manager; however, all departments, teams and roles have an important
function in the QA process, and are responsible for meeting quality standards and targets as set against each role,
team and department, and in reporting on and addressing areas of under-performance.
ABC quality standards

This QA framework is informed by:
• ISO 27001 Information Security
• ISO 10002:2014 Quality management -- Customer satisfaction
• Australian Business Excellence Framework

Scenario for Task 4.2
Consider the following scenario:
1- Jane and Stephen both work in the marketing department at ABC. Stephen was hired a few months ago and
Jane has been with the company for eight years.
Stephen, while being a proficient worker, tends to wait until the last minute to get his work done. Jane works
more steadily and keeps on top of her work daily. Jane complains that she feels she has to worry now about
his work and her own. And, because they rely on each other for certain tasks, she is uncomfortable with
waiting until an hour or so before a deadline when they are forced to collaborate.
Because of the conflict, Stephen is missing more work and you suspect it’s because he wants to avoid Jane
and her wrath.
2- You receive a complaint from one of your team members at ABC: one of her colleagues wears a strong
fragrance that causes the team member headaches.

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ABC Contact Services –

Case Study BSBHRM604

STUDENT FULL NAME | Author: Student Name and ID

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 2 | 30

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 3 | 30

ABC is governed by a Board of Directors, who oversee operational

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 4 | 30

Organisational strategic objectives

• To lead the market for excellence in customer service

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 5 | 30

Sales & Contact Services &

The list of organisational roles within each Department is as follows:

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 6 | 30

Employee relations strategy

ABC Employee Relations Vision

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 7 | 30

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 8 | 30

Chief Executive Meetings

Industrial Relations Issues Forums

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 9 | 30

Divisional Consultative Committees

Annual Staff Survey

Employee Communications Strategy

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 10 | 30

Staff Workshop Programs

Work Practice Improvement Teams

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 11 | 30

o Act and maintain a high standard of integrity and professionalism

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 12 | 30

Personal and Professional Behaviour

In the performance of their duties, staff members are to:

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 13 | 30

Use of Social Media

Intellectual Property and Copyright

Confidential Information and Privacy

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 14 | 30

Facilities and Resources

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 15 | 30

• providing a safe, respectful and flexible work environment

• delivering our services in a safe, respectful and reasonably flexible way

Discrimination, Sexual Harassment and Bullying

For the purposes of this policy, the following definitions apply:

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 16 | 30

Under State legislation they include:

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 17 | 30

Examples of reasonable adjustments can include:

Procedure: To make a complaint

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 18 | 30

Procedure: To receive a complaint

If an investigation is requested or is appropriate, follow the next procedure.

Procedure: To investigate a complaint

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 20 | 30

To do this, ABC Contact Services will:

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 21 | 30

Manual handling policy

Workers’ compensation policy

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 22 | 30

The manager must report serious injuries to WorkSafe immediately.

Alcohol & drugs policy

ABC CONTACT SERVICES - COMPANY PROFILE, V3.1, MARCH 2017 P A G E 23 | 30

Offset Carbon Emissions

Green Our Supply Chain

Use Resources Efficiently