Home Services Shift SOP
For every Narqix team member working a home services campaign on US time. After this page you will know how to prepare for, run and close a shift, how US time zones and clock changes affect your hours in Bangladesh, and what to do when power or internet fails.
Track: HVAC & Home Services · Role: All roles · Time to complete: 20 min
Your schedule comes from your campaign
Every campaign has its own scheduled shift, check-in method, break plan and tools. This page gives the standard that applies to all of them. Your team lead gives you your exact schedule. When in doubt, follow your campaign's written schedule.
US time zones and your shift in Bangladesh
Bangladesh time is UTC+6 all year. Most of the US moves its clocks forward one hour in spring and back one hour in autumn, so your shift in Dhaka moves too.
- US daylight saving time (summer time) runs from the second Sunday in March to the first Sunday in November.
- In 2026 it ends on Sunday, November 1. In 2027 it starts on Sunday, March 14.
- Arizona (except some tribal areas) and Hawaii do not change their clocks.
Typical day coverage: US 8 AM to 6 PM
| Client time zone | Bangladesh time, summer (March to early November) | Bangladesh time, winter (early November to March) |
|---|---|---|
| Eastern (for example New York, Florida, Georgia) | 6:00 PM to 4:00 AM | 7:00 PM to 5:00 AM |
| Central (for example Texas, Illinois, Tennessee) | 7:00 PM to 5:00 AM | 8:00 PM to 6:00 AM |
| Mountain (for example Colorado, Utah) | 8:00 PM to 6:00 AM | 9:00 PM to 7:00 AM |
| Arizona (no clock change) | 9:00 PM to 7:00 AM | 9:00 PM to 7:00 AM |
| Pacific (for example California, Washington) | 9:00 PM to 7:00 AM | 10:00 PM to 8:00 AM |
Typical evening and after-hours coverage: US 6 PM to 2 AM
| Client time zone | Bangladesh time, summer | Bangladesh time, winter |
|---|---|---|
| Eastern | 4:00 AM to 12:00 PM | 5:00 AM to 1:00 PM |
| Central | 5:00 AM to 1:00 PM | 6:00 AM to 2:00 PM |
| Mountain | 6:00 AM to 2:00 PM | 7:00 AM to 3:00 PM |
| Arizona | 7:00 AM to 3:00 PM | 7:00 AM to 3:00 PM |
| Pacific | 7:00 AM to 3:00 PM | 8:00 AM to 4:00 PM |
Coach's note: Write a personal plan for the two clock-change weeks: when you will sleep, when you will travel, and when your shift starts in the new week. Set a reminder on your phone for the Saturday before each change. Many late check-ins in the industry happen on exactly these two Mondays.
Clients with several time zones
If a client serves more than one time zone, your schedule follows the client's main office time zone. Outbound calls and texts always follow each customer's own local time (see Outbound Calling and Texting Compliance).
Your workstation standard
| Item | Standard |
|---|---|
| Internet | Main connection plus a backup (mobile hotspot or second line), tested weekly |
| Power | UPS or power backup that keeps your computer, router and headset running for at least 2 hours during load shedding |
| Headset | Noise-cancelling, USB or quality wired, with a working mute |
| Room | Quiet, private, no other people on camera or in earshot of calls |
| Screen | Customer data never visible to others. Screen locks when you step away |
| Time display | A clock showing your client's time zones on screen |
Before your shift (arrive 10 to 15 minutes early)
- Workstation on, internet and backup tested, headset working
- Logged in to all systems, phone status ready but not taking calls until your start time
- Checked in through your campaign's check-in method on time
- Read the previous shift's handoff and the overnight log
- Listened to new voicemails and noted callbacks
- Checked the weather for the client's area (heat, freeze, storms)
- Checked today's board capacity and any technician changes
- Read the team channel for updates on fees, promotions, service area or rules
- Opened your scripts, fee sheet, service area list and escalation contacts
During your shift
- Live contacts first. Calls, then urgent texts and web leads.
- Time standards. Answer in 3 rings. Missed calls back in 30 minutes. Web leads in 5 minutes.
- Breaks follow your campaign's break plan. Coordinate in the team channel so the phones are always covered. Set your phone status correctly before you step away.
- Questions. Ask in the team channel. Do not guess on fees, policies or safety.
- Notes. Write notes during or immediately after each contact, never at the end of the shift from memory.
- Energy. Night shifts are hard. Drink water, take your breaks, stand up and stretch. Your voice sounds tired before you feel tired.
End of shift
- Every contact classified and noted, every unbooked call coded
- Every callback you promised done or handed over in writing
- Emergencies and their status written in the handoff
- Shift handoff posted in the agreed place
- Logged out of systems, checked out through your campaign's check-out method
Shift handoff format
SHIFT HANDOFF · (DATE) · (YOUR NAME) · (SHIFT HOURS) client time
Calls handled: (NUMBER) · Booked: (NUMBER) · Unbooked: (NUMBER)
Emergencies: (address, issue, status, who is handling)
Callbacks owed: (name, number, reason, by when)
Open issues: (complaints, system problems, questions for the office)
Notes for next shift: (anything unusual, weather, schedule changes)
When something goes wrong
| Problem | What you do |
|---|---|
| Internet drops | Switch to your backup within 2 minutes. Tell your team lead in the team channel from your phone. If a customer call dropped, call them back as soon as you are online |
| Power cut | Your UPS keeps you running. If it will run out, tell your team lead before it does so calls can be rerouted |
| Phone system or client system down | Tell your team lead and the client contact right away. Write down any customer details on paper only if needed, then enter them and destroy the paper. Never record card numbers |
| You are sick or cannot work your shift | Tell your team lead as early as possible through your campaign's absence process |
| You receive an emergency and nobody on the escalation list answers | Keep calling down the list, keep the customer updated, write down every attempt and time, and alert your Narqix team lead |
Data and security
- Customer data stays inside the client's systems. Never copy it to personal files, phones or chat apps.
- Never take photos or screenshots of customer records, unless your team lead asks for a screenshot of a system error with customer data hidden.
- Never write down full card numbers, security codes or Social Security numbers, anywhere.
- Lock your screen every time you step away.
- Report any suspected data leak, lost device or suspicious message to your team lead immediately.
Never do this: Never let anyone else use your login or work your shift. Never share customer details outside the client's systems. Never work a live shift without a working backup for internet and power.
Check yourself
- Your client is in Central time. What are your Bangladesh hours for US 8 AM to 6 PM in winter?
- On which dates does US daylight saving time end in 2026 and start in 2027?
- Your internet drops in the middle of a call. What are your first two actions?
- What goes in a shift handoff?
- Why should you never write notes at the end of the shift from memory?
Answers
- 8:00 PM to 6:00 AM.
- Ends Sunday, November 1, 2026. Starts Sunday, March 14, 2027.
- Switch to your backup connection, and tell your team lead from your phone, then call the customer back as soon as you are online.
- Calls handled and booked, emergencies and status, callbacks owed, open issues and notes for the next shift.
- Details get lost or mixed up, and other people need the notes during the shift, not after it.
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