FAQ

Your hours are your scheduled shift for your campaign. Shift times differ by campaign because they follow the client's business hours and time zone. Your Campaign Lead confirms your shift in writing. Shifts can move by one hour twice a year when the US, UK or Australia change their clocks, because Bangladesh does not.

Use your campaign's check-in method. It is set per campaign and your Campaign Lead will show you on day one. Check in when you are actually ready to work, not when you sit down.

If you will be more than 5 minutes late, message your Campaign Lead (and the client channel, if your Playbook says so) before your shift starts. Say how late you will be and why. See Attendance and Shift Standard.

Tell your Campaign Lead at least 2 hours before your shift whenever possible. In a true emergency, tell them as soon as you safely can. Narqix arranges backup coverage so the client is not affected.

Request planned leave at least 2 weeks ahead through your Campaign Lead. Narqix approves it first, then informs the client. For Eid, Puja and national holidays, Narqix shares a holiday plan with clients in advance with backup cover named.

Yes. Breaks are planned per campaign and follow Bangladesh labour law. Log every break the way your campaign requires, post a short "on break, back at (TIME AND ZONE)" in your team channel, and come back on time.

Each client uses different software for the CRM, dialer, tracker, team channel and so on. The Academy teaches the skill and the standard, which stay the same. Your Campaign Lead and the Client Playbook tell you which specific tools your campaign uses.

Assume yes. Many clients can see tracker data, which may include screenshots, active time and the apps and websites you use during tracked time. Never do personal browsing or personal chat while you are tracked.

Switch to your backup connection and power, then post in your team channel within 10 minutes. If you cannot recover within 30 minutes, your lead arranges cover. See Your Setup.

No. All customer contact goes through the client's approved systems and numbers. Personal phones, personal SIMs and personal messaging apps are never used for client work.

Usually you represent the client's business, so you say your name and the client's company name. You never hide who you represent and you never lie. If a customer asks where you are located, answer with the client's company and the client's market or office, following the client's approved wording, for example: "I'm with (COMPANY NAME). We work with homeowners all over (MARKET)." Never mention your own country. See Compliance Basics for Calling and Texting.

Only through the channels and topics your Client Playbook allows. Many campaigns route all client communication through the Campaign Lead at first. Never contact a client on personal social media or a personal messaging app.

If it is small and clearly within your role, follow your Playbook. If it is new, larger, or involves money, access or customer data, acknowledge politely and check with your Campaign Lead first: "Happy to help with that. Let me confirm with my lead so we set it up properly, and I will come back to you by (TIME AND ZONE)."

Thank them, do not accept, and tell your Campaign Lead. Side work for Narqix clients is not allowed. See Code of Conduct.

You review the specific areas with your trainer and retake it. Failing once is common and fine. What matters is that you learn from it.

By meeting the measurable requirements in Career Path and Levels at Narqix: results, QA scores, reliability, conduct and the level certification.

Yes. Within 3 working days, send your Campaign Lead the item, the criterion you disagree with and your reason. QA will review it. Disputes are welcome when they are specific and respectful.

Move it into the approved password manager, then politely ask the client to delete the message and change the password. Never reply with a password in chat or email.

Only approved AI accounts, only for uses your campaign allows, and never with customer personal data, passwords, payment details or confidential client material. You must check and edit everything before it goes out. See AI Use Policy.

Tell your Campaign Lead within 15 minutes. Do not try to fix it quietly. Reporting quickly is the right thing to do and protects everyone, including you.