Culture Code and Policy Manual

Our Offerings 

At i24 Call Management Solutions, our mission is simple yet powerful: to partner in our customers’ success, one call at a time.

We combine the expertise of our dedicated team with innovative, cutting-edge technologies to deliver exceptional call management services. Serving over 35 business verticals, including property management, government offices, and emergency services, we tailor our solutions to meet the unique needs of every client.

But our services go beyond call management. We also provide:

• Email Management – Efficient handling of any inbox to keep communication seamless.
• SMS Notifications – Instant updates delivered right to our client's phone.
• Remote Worker Management – Ensuring that any team stays connected and productive, wherever they are.

And we’re not stopping there. Our offerings are constantly evolving to meet the demands of an ever-changing world.

With i24, our clients gain more than just a service provider – they gain a partner in success.

Our Achievements

At i24 Call Management Solutions, our commitment to excellence is reflected in the exceptional caller experience we provide. This dedication has been recognized time and again through accolades from our professional associations.

We are proud to be one of the most decorated call management services in North America, receiving Awards of Excellence from esteemed organizations such as:

• The Canadian Call Management Association (CAM-X)
• The International Teleservice Association (ATSI)
• The National Amtelco Equipment Owners Association (NAEO)

Our commitment to innovation has also been acknowledged with multiple “AOE Plus” Awards, highlighting our exceptional management of the outbound portion of calls in the message delivery process.

Celebrating Our Team’s Excellence

Beyond company-wide achievements, several i24 team members have been individually honoured for their contributions to the industry. Here’s a timeline of their accolades:

• 2004: Florence Blair was inducted into the CAM-X Mothers of Invention Hall of Fame.
• 2006: Gary Blair received the Tom Ryan Award.
• 2009: Gary Blair was honoured with the Learning by Association Sharing Award, celebrating his recognition of the invaluable contributions made by industry members to one another.
• 2013: Gary Blair received the Fuller Landau Family Business Award.
• 2015: Sabrina Perron was awarded the Christina Collins Professional Scholarship Fund.
• 2016: Holvie Sénosier earned the Barbara Bradbury Mentorship Award (CAM-X).
• 2022: Gary Blair was inducted into both the NAEO Hall of Fame and the CAM-X Hall of Fame.
• 2023:
  • Mia Michaud received the Donald Swift Education Foundation Award (CAM-X).
  • Sabrina Perron was honoured with the Barbara Bradbury Mentorship Award (CAM-X).

These achievements reflect the passion, dedication, and expertise that drive i24’s success every day.

Culture of i24

Culture is the heart and soul of a company—the beliefs, values, and practices shared by everyone with a vested interest in its success. At i24 Call Management Solutions, that means every team member, regardless of role, including you.

If i24 were a person, what would it look like? It would exude an identity that’s unmistakably ours, setting us apart from the competition. Our culture is what makes us an appealing employer, rooted in a supportive, rewarding, and fun environment where everyone can thrive.

Whether we’re celebrating another Award of Excellence, hosting a party, enjoying team activities, laughing together through our WOW program, or simply sharing our sense of humour despite being mostly virtual, our culture shines in everything we do.

When asked what the “i” in i24 stands for, our answer is simple: it represents the unique qualities of our team—each of you—that come together to shape our identity.

i-NSPIRE
Find joy and purpose in your daily work.

i-NCLUSIVE
Embrace and value every voice.

i-NNOVANT
Push boundaries and achieve the extraordinary.

i-MAGINATIVE
Blur the line between work and play.

i-NTEGRITY
Lead with ownership, honesty, and accountability.

At i24, our culture isn’t just what we do—it’s who we are. Together, we create an environment where everyone can thrive, succeed, and be inspired to bring their best every day.

Transparency

At i24 Call Management Solutions, what you see is what you get—whether you’re meeting us in person or connecting with us online. From our vibrant signature color (orange!) to the exceptional individuals who make up our team, we pride ourselves on simplicity and transparency.

Transparency is woven into everything we do. Internally, it means open communication within our team, whether sharing operational directives or providing thoughtful feedback on ideas and suggestions. Externally, it extends to our clients, who enjoy full access to their client portal. This powerful tool lets them review call recordings, written messages, answer times, invoices, and more—ensuring they always have a clear view of our performance.

At i24, transparency isn’t just a principle; it’s a promise to keep everything open, honest, and accessible.

Diversity

At i24 Call Management Solutions, diversity is more than just a value—it’s a strength. Our team is a vibrant mosaic of individuals spanning different ages, genders, religions, nationalities, and sexual orientations.

We firmly believe that diversity fuels innovation, fostering fresh ideas and perspectives that drive success for both our customers and our employees. By embracing and honouring the full spectrum of human experiences and social beliefs, we create a workplace where everyone feels valued and empowered to thrive.

Join us, and be part of a team that celebrates diversity as the cornerstone of creativity, collaboration, and success.

Our Culture Extends Beyond the Office

At i24 Call Management Solutions, our commitment to making a difference goes beyond our workplace. Supporting community organizations that enrich and uplift our community is a responsibility we take to heart.

While we proudly support various organizations on a periodic basis, here are some of the community partnerships that hold special meaning for us:

Striving for Excellence, Not Perfection

As you train to become a WOW Specialist, our team of trainers will guide you through your work environment, introducing you to our software and methodologies. We’ll help you develop key skills such as attention to detail, active listening, call control, and professionalism. You will learn to communicate clearly and confidently with callers, following each client’s personalized protocol.

Our training and quality control team will be by your side, acting as co-pilots throughout your journey at i24. They will listen to your calls, observe your screen, and provide advice to help you build confidence and continue striving for excellence.

If you join our team in a different role, a similar training and quality process will be provided during your on-boarding.

Training, coaching, and mentoring are ongoing at i24. Since our reputation relies on the excellence of our service, continuous learning is the key to achieving this goal.

We understand that starting something new can be challenging, so we encourage you to reach out with any questions or concerns during your integration.

Excellence Campaigns

i24 participates in several Award of Excellence campaigns organized by CAM-X, ATSI, and NAEO.

These programs involve receiving external or [mystery] calls, where callers simulate regular inquiries to assess our performance against industry standards for call handling. We are proud to have consistently earned Awards of Excellence in these three annual campaigns over the years. This achievement is a testament to the dedication and professionalism of the entire i24 team.

Attendance and Timeliness

At i24, we place a high priority on attendance and punctuality. Timeliness is essential for achieving our objectives, maintaining efficiency, and upholding our standards. Chronic absenteeism or tardiness can negatively affect productivity, morale, and the overall quality of our operations.

If you need to be absent, please provide at least 3 hours' notice. Contact the direct line at 514-403-5959 or the general i24 line at 514-736-6767, and you will be connected with the appropriate person.

If you become ill or need to leave during a shift, it’s important to notify us using the numbers above. Abrupt departures are not permitted without prior notification.

Group SMS Messaging

To enhance communication for immediate team needs, all members of the call management and operations teams will be included in a Group SMS distribution list. This group will be used to share alerts, such as absence replacements, requests for additional assistance during high or unplanned call volumes, and other time-sensitive updates.

Employee Record

To set up your administrative file and ensure smooth payroll processing, please complete all forms available on the employee portal and submit the required attachments.

Review the provided documents, including this guide, and for the center team, your collective agreement.

If any changes are needed for your file, contact your direct supervisor to request the modification, or update the relevant document on the employee portal (e.g., group insurance).

Confidentiality Requirements

• All company information, reports, files, prints, drawings, and other documents, whether in electronic or paper form, must be handled with the utmost confidentiality.
• These materials should not be reproduced, shared, or disclosed in any way without prior written consent from management, except as necessary for the company's functions.
• Upon request, you must promptly return any printed or digital materials to i24. If your employment ends, all company property must be returned to administration.

Credit Card Information

Due to our access to sensitive customer data, we uphold strict confidentiality protocols, especially in the payment card sector.

• Never input credit card numbers or CVV codes on unauthorized platforms.
• Do not record credit card numbers if a third party can hear your voice or see your screen.

Restricted Access

To protect the confidentiality of our information, non-employees, suppliers, or customers are prohibited from entering the offices or home workspace during working hours without prior written authorization. This includes friends and family.

Policy on Vacations

At i24, we recognize the importance of taking time off to recharge. Given the energy we expend at work and the additional demands of life, it is essential for our mental and physical well-being to prioritize vacation time. Every employee at i24 is entitled to take vacation.

Effective Fiscal Year: May 1 – April 30

To ensure a fair and organized approach to vacation scheduling, the following policy outlines the procedures for selecting, approving, and administering vacation time for all staff.

Call Management Team

1. Annual Vacation Planning

By March 31 of each fiscal year, employees will receive written notification of their available vacation weeks for the summer period (June through August).

• Vacation selections will be made in order of seniority.
• Each employee will have three (3) business days from the time of notification to submit their vacation preferences in writing.
• If no response is received within this timeframe, the next employee on the seniority list will be contacted.

For vacation periods outside of the summer months:

• Requests must be submitted at least 30 days in advance and confirmed in writing by the Operations department.

Vacation may be taken in full-week blocks, up to two consecutive weeks at a time, in accordance with the collective agreement.

• Employees who prefer to take vacation in smaller increments may do so, subject to operational requirements and with 30 days’ written notice.

2. Vacation Pay

Employees who choose to take only part of their vacation but wish to receive their full vacation pay in advance may do so. However, the remaining vacation time must still be taken later in the year, without additional pay.

Employees who are not scheduled for vacation are not eligible to request vacation pay.

3. Unscheduled Vacation Time

If an employee does not select vacation time by the established deadlines, management reserves the right to assign vacation before the end of the fiscal year.

• In such cases, employees will be provided with a minimum of four (4) weeks’ notice prior to the scheduled vacation.

4. Vacation Carry-Over

Vacation time cannot be carried over into the next fiscal year unless a special arrangement is made in advance and confirmed in writing by Operations.

• Any unused vacation not covered by such an agreement will either be scheduled or forfeited before year-end, in accordance with labor standards and company policy.
• If an employee does not take their entitled vacation and it is forfeited, they will not lose their accumulated vacation earnings. These earnings will be paid out at the end of the vacation year.

Further details on vacation management, policies, and guidelines are outlined in your collective agreement.

Before making any travel arrangements or reservations, please ensure you obtain written approval for your vacation request. If bookings (such as flights or accommodations) are made prior to receiving written approval, i24 will not be held responsible for any penalties or lost deposits if the vacation request is not approved.

Administrative Staff

For administrative staff, vacation time is managed as follows:

• All vacation days must be used within the fiscal year, from May 1 of the current year to April 30 of the following year.
• New employees hired after May 1 will accrue one day of vacation per month worked, with a maximum accumulation of 10 days for the subsequent fiscal year.
• Vacation requests should be submitted in writing 30 days in advance, except for the summer period (June, July, August, and September), when requests must be submitted before April 30 of the current year.
• Please ensure you have written approval before finalizing any vacation arrangements or reservations.
• We will do our best to approve vacation requests for the specified dates. However, due to the interconnected nature of our departments, approval for all requests cannot be guaranteed.
• If bookings (e.g., flights or accommodations) are made prior to receiving written approval, i24 will not be held responsible for any penalties or loss of deposits due to the inability to accommodate the requested dates.
• In case of a work emergency, vacation plans may be postponed, but this will only occur as a last resort. If this happens, any incurred cancellation fees or lost deposits will be reimbursed upon submission of required documentation (receipts, booking confirmations, invoices, etc.).

Policy on Authorized Absence and Bereavement Leave

Life sometimes presents us with unexpected and difficult circumstances, such as the loss of a loved one. While we hope this does not occur, i24 recognizes the importance of providing support during such times, allowing you to focus on personal matters without the added stress of financial concerns.

Call Management Team

The procedures and guidelines for handling absences and bereavement leave are outlined in your collective agreement.

Administrative Staff

Close Relatives:

• Eligible Individuals: Father, mother, spouse, child, brother, sister, father-in-law, mother-in-law.
• Leave Provided: 3 days of paid leave, including the day of the funeral, if the day falls on a workday.

Extended Relatives:

• Eligible Individuals: Brother-in-law, sister-in-law, grandparents, grandchildren.
• Leave Provided: 2 days of paid leave and 1 day of unpaid leave, including the day of the funeral, if the day falls on a workday.

Other Relatives:

• Eligible Individuals: Uncle, aunt.
• Leave Provided: 1 day of unpaid leave.

Policy on Sick Leave

Call Management Team

The policies and guidelines for sick leave management are outlined in your collective agreement.

Administrative Staff

The regulations regarding sick leave are based on your employment agreement. For any questions or clarifications, please consult your direct supervisor.

If your absence exceeds 2 consecutive days, a doctor's note will be required upon your return to work, regardless of any specific agreements in place.

Policy on Disability and Sick Leave

Equipment and Access

During your leave of absence, access to all company software and hardware will be temporarily suspended until your official return.

If your absence extends, you may be required to return all company assets, including but not limited to computers, accessories, telephones, and keys.

Group Insurance Continuity

If you are enrolled in the group insurance plan, i24 will request monthly post-dated checks for your share of the premiums during the first two weeks of your absence.

Return to Work

A medical certificate from your healthcare provider confirming your ability to return to work is required for approval to resume duties.

Policy on Maternity, Paternity, and Parental Leave

i24 adheres to the regulations established by the Quebec Commission for Equity, Health, and Occupational Safety Standards regarding the management of maternity, paternity, and parental leave.

Equipment and Access

During your leave of absence, access to all company software and hardware will be temporarily suspended until your official return.

If your leave is extended, you may be asked to return all i24 assets, including computers, accessories, telephones, or keys.

Group Insurance Continuity

If you are enrolled in the group insurance plan, i24 will require monthly post-dated checks for your share of the insurance during the first two weeks of your absence to maintain coverage.

Advance Notification

Employees are required to provide written notice of their intended leave, specifying the start date and the anticipated return date. This notice must be submitted at least three weeks before the leave begins or as soon as possible if the child is born or entrusted to you before the expected delivery date.

Premature Return

Should you wish to return to work before the initially stated return date, you may do so. However, you must provide updated written notice to your employer at least three weeks in advance of your early return.

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