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1800FLOWERS TRAINING
Performance Management Guidelines
(Voice and Deferred)

Debralyn Custodio
Issued by:
Senior Learning Manager
Signature:
Ruby De Mesa AVP, April 5, 2022
Approved by: Date Approved:
Learning

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Signature:

All Agents, Team Leaders, Operations Supervisors assigned to 1800 Flowers

Table of Contents
1. OBJECTIVES .............................................................................................................. 3 2.
SCOPE ........................................................................................................................ 3 3.
GUIDELINES ............................................................................................................... 3 4.
REVISION HISTORY ................................................................................................... 7 5.
REVIEW HISTORY...................................................................................................... 8

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1. OBJECTIVES

1.1 To ensure that the required performance and behavioral standards during the Product
Training and Nesting period are aligned with program requirements.

1.2 To ensure that the official performance and behavioral standards are properly documented,
precisely understood by, and strictly adhered to by all trainees, regardless of employment
status.

1.3 To define the consequences of non-adherence to the performance and behavioral

standards.

2. SCOPE

2.1. The guidelines will cover Product Training and Nesting, unless otherwise stated.

2.2. The performance and behavioral standards established on this document are applicable
to all trainees, regardless of employment status.

2.3. The consequences of non-adherence to the performance and behavioral standards shall
be dependent on the trainee’s employment status, taking into consideration applicable
Company policies and Labor Code provisions.

3. GUIDELINES

3.1 RELIABILITY (Attendance and Punctuality)

One of the foundations of learning effectiveness is employee reliability. It is therefore

imperative that trainees follow their work arrangement and consistently adhere to the
training schedule.

Trainees with onsite arrangement are expected to be physically present and trainees with
work-at-home (WAH) arrangement are expected to meet all the required technical
standards made known to him at the time of hiring and be able to use the technology of
their respective programs or departments which would enable the employee to report to
work online consistently and on time.

Trainees who are unable to meet their employment obligations of consistent and
reasonable attendance and punctuality are subject to disciplinary action, up to and
including termination of employment.

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(A) ATTENDANCE

Trainee Responsibilities:
• Procedural Requirement: A trainee who fails to report for work within the first two (2)
hours of a scheduled shift shall be considered absent, unless the trainee called his
or her Immediate Supervisor at least one hour before the shift that that he or she will
be unable to report for work.
• No other representative will be allowed to call on behalf of the trainee, except in
cases of emergency wherein the trainee cannot take calls personally.

• Substantive Requirement: Absences shall be supported by the necessary

documents
such as but not limited to doctor’s certificate, police report, barangay certification, etc.

• Failure to abide by the procedural and substantive requirements shall result to the
tagging of the absence as unauthorized and therefore subject to disciplinary action.

• Failure to acknowledge attendance roll calls during the start of shift shall be tagged
absent.

Supervisory Responsibilities:
• Immediate Supervisors shall contact the trainee who failed to report for work within
the first sixty (60) minutes from the start of the shift.
• Supervisors may exercise the prerogative to request the conduct of a home visit.

Corrective Action:

Any occurrence of Unauthorized Absence incurred within the training and transition
period shall be subject to disciplinary action according to the guidelines below:

Employment Status Classification Corrective Action

Probationary Grave Offense Notice of Non-Regularization
Employee
Project Based Grave Offense Notice of Explanation and Notice
Employee of Decision
Fixed Term Employee Grave Offense Notice of Explanation and Notice
of Decision
Regular Employee Moderate Offense Corrective action will be
(Following the Code of dependent on active disciplinary
Discipline) records

Corrective actions of Probationary, Project Based and Fixed Term employees resulting
from absences, which are lower than the ultimate penalty of termination, shall reset upon
endorsement to Production.
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Corrective actions for regular employees shall follow the prescriptive period set by the Code
of Discipline.

(B) PUNCTUALITY

• Trainees will be considered late when they enter their assigned physical or virtual
training room past the designated official schedule. No grace period shall be given.
• Training attendance and punctuality shall be based on the attendance sheets.
Such information maybe cross-referenced with other available information (door
access, system logins, etc.)
• Tardiness shall be subject to payroll deduction.

Corrective Action

Any occurrence of tardiness incurred within the training period shall be subject to
disciplinary action following the guidelines below:
Instance Probationary Project Based Fixed Term
Employee Employee
1st Instance under Final Written Warning Final Written Final Written Warning
60 Minutes Warning
2nd Instance under Notice of Non- Notice of Notice of Explanation
60 Minutes Regularization Explanation and and Notice of
Notice of Decision
Decision

1st Instance of 60 Notice of Non- Notice of Notice of Explanation

Minutes or Regularization Explanation and and Notice of
more Notice of Decision
Decision

Corrective actions of Probationary, Project Based and Fixed Term employees resulting
from tardiness, which are lower that the ultimate penalty of termination, shall reset upon
endorsement to Production.

Corrective actions for regular employees sha/ll be dealt with following the Code of
Discipline provision on Attendance Related infraction. Note that any previous
infractions will be considered and dealt with accordingly.

F.1.1 Three (3) instances of tardiness, including over breaks or lunch, or an

accumulation of 60 minutes per month (Moderate Offense)

Corrective actions for regular employees shall likewise follow the prescriptive
period set by the Code of Discipline.

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(C) Unauthorized Log-Out

• Trainees will be considered on unauthorized log out if the agent:

• Completes the shift but is unresponsive throughout the shift;
• Failure to respond to roll calls during the shift unless the agent is
experiencing technical issues preventing him or her from timely
responding to roll calls. If there are technical issues affecting
responsiveness on roll calls during the shift, the trainee is responsible for
reaching out to the trainer to confirm attendance within fifteen (15) minutes.
Otherwise, the trainee will be tagged undertime.
• Undertime shall be subject to payroll deduction

Corrective Action

Any occurrence of tardiness incurred within the training period shall be subject to
disciplinary action following the guidelines below:
Instance Probationary Project Based Fixed Term
Employee Employee
1st Instance under Final Written Warning Final Written Final Written Warning
60 Minutes Warning
2nd Instance under Notice of Non- Notice of Notice of Explanation
60 Minutes Regularization Explanation and and Notice of
Notice of Decision
Decision

1st Instance of 60 Notice of Non- Notice of Notice of Explanation

Minutes or Regularization Explanation and and Notice of
more Notice of Decision
Decision

Corrective actions of Probationary, Project Based and Fixed Term employees resulting
from tardiness and undertime, which are lower that the ultimate penalty of termination,
shall reset upon endorsement to Production.

Corrective actions for regular employees shall be dealt with following the Code of
Discipline provision on Attendance Related infraction. Note that any previous
infractions will be considered and dealt with accordingly.

F.1.3 Unauthorized log-out prior to official time off. (Moderate Offense)

Corrective actions for regular employees shall likewise follow the prescriptive
period set by the Code of Discipline.

3.2 PERFORMANCE

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Trainees are provided with adequate training programs and support to perform optimally.
The Training Performance Guidelines enable the organization to objectively determine
employee fit and to fairly address employees who are ineffective and are unable to
improve.

PRODUCT TRAINING AND NESTING GUIDELINES

Duration and The training curriculum will run for a period of nine (9) days:
Scope • Sales;
• Service;
• MON;
• EMAIL; and
• CHAT

Assessments and The following shall be the course requirements and assessments with their
Passing Scores corresponding goals:

Assessments Goal
Sales Quiz 80%
Service Quiz 80%
MON 1 Quiz 80%
FLE Quiz 80%
FSS Quiz 80%
CCE Quiz 80%
SVR Quiz 80%
Deny/Dispute Quiz 80%
Email Quiz 80%
Chat Quiz 80%
ABC Quiz 80%

LMS Courses Completion

NH Sales Training 100%
QA Sales - Phone 100%
Seasonal MDAY Course 100%
Genesys Phone 100%
NH Service Training 100%
QA Service - Phone 100%
S&S Survey 100%
S&S Nesting Survey 100%
MON 1 Training 100%
MON 1 Survey 100%
FLE 100%
FSS 100%
SVR 100%
CCE 100%
MON 2 Survey 100%
MON 2 ADV (DEN/DISP) Training 100%

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MON 2 ADV Survey 100%

Email Training 100%
QA Sales - Email 100%
QA Service - Email 100%
Email Survey 100%
Chat Training 100%
QA Sales - Chat 100%
QA Service - Chat 100%
Chat Survey 100%
ABC Training 100%

ABC Survey 100%

SS & MON AltLearning Simulation 100%
Courses

eighty percent
Trainees should 1) receive a score of at least each quiz, and 2)
achieve 100% completion on each online course can be endorsed
(80%) on so
to the next skill training.
they

Basis of Trainees should receive a score of at least eighty percent (80%) the
Endorsement to Overall Score and achieve 100% completion on each online course to be
Production endorsed finally to Production.

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Provision for
Reconsideration Only one retake is allowed for each quiz.
If a retake is requested, the following should be provided:
▪ A valid reason for by-passing the guidelines.
▪ The request must be made at least seven (7) calendar days from the
time of last taking of the said quiz. If the agent failed to submit a
request after the said period and was likewise allowed to move on to
the next skill, they will no longer be allowed for a retake.

Please note, the following are not valid reasons for retake:
▪ The agent was in a hurry;
▪ The agent was in other manuals and missed part of class;
▪ Cases analogous to the foregoing

Corrective Action: Trainees who will not meet the minimum standards stipulated herein shall be
subject to the following guidelines:

Employment Status Classification Corrective Action

Probationary Employee Grave Offense Notice of Non-Regularization
Project based Employee Grave Offense Notice of Explanation and Notice of
Decision
Fixed Term Employee Grave Offense Notice of Explanation and Notice of
Decision
Regular Employee Not applicable Endorsement to Talent Acquisition for
profiling and possible assignment to
other programs

1.4 MISCELLANEOUS PROVISIONS

(A) Employment Requirements

Trainees should submit their employment requirements (as discussed by TA/HR)

ideally before start of Product Training. Latest will be before endorsement to
Production. Should the trainees fail to submit the pre-employment as discussed to them
before onboarding, trainees will be sanctioned in accordance with the COD for not
submission of pre-employment requirements which will fall under Neglect of Duty:

C.1.5 Failure to comply with statutory and company requirements as needed

during the course of employment such as SSS, BIR 2316 etc.

Moderate Offense

(A) Equipment, ID, Lockers and Access Cards

• Upon issuance of Temporary ID, Lockers and Access Cards, trainees should ensure
proper use of these items.

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• In the event that the trainee is separated from the company, these items should be
surrendered to Facilities and New Hire Learning Specialist.
• Clearance should not be issued unless Temporary ID, Access Card and Training
Manuals (if any) are given to the New Hire Learning Specialist

(B) New Normal Protocols and Health and Safety Guidelines

Below are the New Normal Protocols of Inspiro and its corresponding Health and
Safety Guidelines.

• Guidelines For Ingress or Return to the Workplace

• Health Check List
• Workplace Solutions Procedure for Prevention and Control of COVID-19 (“New
Normal”)
• Workplace Solutions’ New Normal Protocols Memo
• COVID 19 protocols under Miscellaneous provisions

REVISION HISTORY
Version Revision
Author Position Revision Description
No. Date
00 12/30/2016 Marianne Program Learning Initial Issue
Lallaban Manager
01 10/24/2017 Maria Language Changed the passing score for
Therese Learning Language Training using the SPI Speak
Guanzon Supervisor domains
02 01/02/2018 Michelle Program Learning Removed LT and added Foundations
Camacho Manager Training; Added Nesting 2 in the
breakdown of PT scores
03 01/11/2018 Michelle Program Learning Removed GMC and Nesting 2 from
Camacho Manager the assessments and changed the
weight distribution
04 01/13/2018 Michelle Program Learning Added LT back to the agenda and
Camacho Manager removed the FT.
05 12/02/2018 Michelle Program Learning LT training days back to 5 days.
Camacho Manager Foundations Training is for 1 day.
GMC and Nesting are added back to
the assessments
06 12/21/2018 Maria Therese Language Changed the Language Training
Guanzon Learning duration from 5 days to 3 days.
Supervisor Changed the passing score for
Language Training from
3.0/3.0/3.5/3.5 to 3.0/3.0/3.0/3.0

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07 3/2/2019 Debralyn Program Learning Added information on absenteeism.

Custodio Manager Added MON Only scoring and weight
distribution
08 10/06/2020 Debralyn Program Learning Added Inspiro 1800F Performance
Custodio Manager Management Plan (Peak) Zero
Tolerance Policy, IT General
Guidelines for Remote Work and
Working from Home, Work at Home
Policy and the Training Non-
Disclosure Agreement
09 03/16/2021 Debralyn Program Learning Removed Language Training
Custodio Manager Guidelines
Changed the Nesting 7 skills
weight from 35% to 30%
(using the simplified 7 Skills
Form); Nesting CSAT Score
from 35% to 40%
Changed Total # of Items in Sales
and Service Quizzes from 10
to 20 items
Changed Total # of items in
Service Certification Exam
from 20 to 30 items
Changed the Provision for
Consideration condition
number 3 nesting score from
31.5% to 40%
Basis of Endorsement to
Production:
o Trainees should
receive a score of at
least 80% on both the
Sales Nesting Score
and the overall Sales
Training score to be
endorsed to Service
Training o
Trainees should
receive a score of at

least 80% on the

Overall Score to be
endorsed to
Production
Added Inspiro 1800F SOP and
NNB

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10 01/18/2022 Ma Program Learning Changed the Duration and Scope from

Theres Manager 21 days to 9 days.
e Guanzon Changed the Assessments and
Passing Scores
Basis of Endorsement to Production:
• Trainees should receive a score
of at least 80% on each quiz so
they may be endorsed to the next
skill training.
• Trainees should receive a score
of at least 80% on the Overall
Score to be endorsed to
Production
Provision for Reconsideration:
Only one retake is allowed for
each quiz.
2. In fairness to all agents, we will
stick to the 2-attempts as a
rule.
3. Make sure that agent has not
failed any other course or been

given a 2nd try

on other manuals
4. If a 2nd attempt is requested,
please provide the following
information:
▪ A valid reason for by- passing
the guidelines.
▪ The request must be timely. If
the agent failed a week ago,
but was allowed to move on
to the next skill, they will not
be allowed a 2nd attempt.
5. Please note: the following are
not valid reasons for a 2nd
attempt:
▪ The agent went ahead of the
class/trainer
▪ The agent was in a hurry
▪ The agent was in other
manuals and missed part of
class

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11 03/30/2022 Ma Therese Program Learning Revised

Guanzon Manager
ATTENDANCE
Trainee Responsibilities:
A trainee who fails to report for work
within the first two (2) hours of a
scheduled shift shall be considered
absent.

Added
• Unauthorized Log Out under
attendance
• Completion of LMS Courses
under assessments and
passing score

6. REVIEW HISTORY

Reviewed by Review Date

Rosemarie L. Martinez 1/29/2022

Paulo Jose Sangalang 1/29/2022

Darwin Rivers 1/29/2022

Atty. Jan Meryll Deiparine 2/04/2022

Paulo Jose Sangalang 3/30/2022

Darwin Rivers 3/31/2022

Atty. Jan Meryll Deiparine 4/01/2022

CONFORME

I have read and understood the guidelines of 1800Flowers Training Performance Management
Guidelines. I fully understand that Inspiro may modify terms, conditions and applications of these
guidelines from time to time.

Further, I acknowledge that upon my engagement, I was given orientation on the Company’s strict
policies on information security, data privacy and fraud including but not limited to the Company’s
Code of Discipline.

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I agree to be bound by the terms and conditions specified above and that any breach of these
guidelines, among others, may result in disciplinary investigation and action against me which may
lead to suspension and/or dismissal from the service including any and all monetary liabilities which
I may be sanctioned to pay or reimburse the Company.

In addition to administrative penalty, I acknowledge and understand that violation of the Company’s
policies on information security, data privacy and/or commission of fraud shall make me liable for
any and all damages equivalent to that incurred by the Company, directly or indirectly, including
costs of litigation and impact on goodwill, without prejudice to such other judicial remedies, criminal
or civil, which the Company has in law and in equity.

Name Signature Date

Rose Ann C De Lima Nov.22,2022

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