Attendance and Shift Standard

For every Narqix team member. After reading this page you will know how to start and end a shift, what to do when you are late or absent, how to request leave and breaks, and how to handle outages.

Track: All tracks · Role: Everyone · Time to complete: 15 min

Why attendance is a client promise

Clients plan their business around your shift. A real estate investor schedules appointments because your calling block is on. A support team promises customers a response time because you are on the queue. When you are not there, someone else's promise breaks. Reliability is the first thing clients notice and the last thing they forget.

Your shift is set per campaign

Your scheduled shift follows the client's business hours and time zone. Your Campaign Lead confirms it in writing.
Your campaign has its own check-in method and tracker. Learn both on day one.
Shift times are never assumed. If you work on two campaigns, each has its own schedule and rules.
Clock changes: the US, UK and Australia change their clocks twice a year. Bangladesh does not. When a client's clocks change, your shift may move by one hour in Bangladesh time. Your lead will confirm, but put the dates in your own calendar too. See Time Zones and Scheduling.

Starting a shift

When	What to do
10 minutes before	Run the pre-shift check from Your Setup: power, internet, headset, logins, scripts open
At shift start	Check in using your campaign's check-in method. Start the tracker with a clear task note.
Within 15 minutes	Post your start-of-day report (see Reporting Standard)

"On time" means ready to work at the start of your scheduled shift, not sitting down at that moment.

Ending a shift

Finish or hand over any open customer conversation. Never leave a customer waiting without a note.
Update the CRM and any trackers for everything you touched.
Post your end-of-day report.
Stop the tracker and check out using your campaign's check-in method.

Lateness

If you will be more than 5 minutes late, message your Campaign Lead before your shift starts. If your Playbook says so, also post in the client channel.
Say how late you will be and why, in one message: "Running 20 minutes late due to a power cut, switching to backup now. Online by (TIME AND ZONE)."
Lateness without notice counts as an unreported late arrival, even if you are only a few minutes late.

Absence

Type	Notice	How
Unplanned (illness, family emergency)	At least 2 hours before shift start whenever possible; in a true emergency, as soon as it is safe	Message your Campaign Lead directly. If no reply within 15 minutes, message the Operations Manager.
Planned leave	At least 2 weeks ahead	Request through your Campaign Lead. Narqix approves first, then informs the client.
Public and religious holidays	Set in advance	Narqix shares a holiday plan with each client at onboarding, with backup cover named for Eid, Puja and national days

No-call, no-show (missing a shift without any notice) is a serious breach. Two in a rolling 90 days leads to a formal review.

Never do this: Never ask a teammate or family member to check in for you, run your tracker, or sit at your computer. Never tell the client directly that you are taking leave before Narqix has approved it.

Breaks

Breaks follow Bangladesh labour law: you should not work more than about 6 hours in a row without a longer rest, or 5 hours without a shorter one. Your campaign sets the exact break plan within those limits. Confirm it with your Campaign Lead.
Log every break the way your campaign requires (pause or stop the tracker as instructed).
Post in your team channel: "On break, back at (TIME AND ZONE)." Come back on time.
On phone and chat queues, breaks are staggered so the queue is never left empty. Do not take a break until your cover is confirmed.
If you need time for prayer, agree the timing with your Campaign Lead so it fits your break plan.

Outages and emergencies during a shift

Switch to backup power and backup internet.
Post in your team channel within 10 minutes: what happened, what you are doing, when you expect to be back.
If you cannot recover within 30 minutes, your Campaign Lead arranges cover and decides what to tell the client.
Note the outage and the time lost in your end-of-day report.

If there is a wider outage (an area-wide power failure or a national internet disruption), Narqix activates its continuity plan. Follow your lead's instructions.

Night shifts and safety

Many campaigns run on US hours, which is night time in Bangladesh. Read Night Shift Health and Wellbeing.
Women on night shifts: Bangladesh law requires consent for night work. Narqix records this consent in writing and documents safety arrangements. Speak to your Campaign Lead or the Operations Manager about any safety concern, at any time.

How attendance is measured

Measure	Target
Shifts started on time (ready to work)	97% or better
Unreported lateness or absence	Zero
Reports submitted (start and end of day)	100%
Breaks within plan	100%
Tracker notes on every entry	100%

Coach's note: The best operators treat the start of a shift like a flight departure: everything checked before the doors close. If you are ready 10 minutes early every day, a power cut or slow restart never makes you late.

Check yourself

What does "on time" mean at Narqix?
You wake up with a fever 3 hours before your shift. What do you do?
Your internet drops mid-shift. List the steps and the time limits.
Can you tell the client you will be on leave next week before Narqix approves it?
Why might your shift start at a different Bangladesh time in November than in October?

Answers

Ready to work at the start of your scheduled shift, with your pre-shift check done.
Message your Campaign Lead right away (at least 2 hours before the shift). If no reply in 15 minutes, message the Operations Manager.
Switch to backup, post in the team channel within 10 minutes, and if not back within 30 minutes, your lead arranges cover. Note it in your end-of-day report.
No. Narqix approves first, then informs the client.
Because the US changes its clocks and Bangladesh does not, so the same client time maps to a different Bangladesh time.