PowerPoint Presentation

[Audio] Hello and welcome to AT&T I-S-M. Before you begin taking in calls, it is essential that all of you are fully aware of the Guidelines that are Clients have set regarding the quality of our customer interaction. These standards are met through constant validation and audits. Today, we will talk about how our QA team uses the scoring guidelines to audit your calls..

[Audio] In Alorica, we hold ourselves to the highest standard. We are accountable for our actions. We do the right thing – even if no one is watching, or in QA’s case listening! The importance of meeting the Quality Guidelines is reflected in Alorica Core Values that’s why we hold the same amount of regard to the Quality of our calls..

[Audio] Before we begin with our agenda, let us introduce to you first our Centralized Quality Team. We will be playing a video so you can understand better who they are, what they do, and how they support you..

[Audio] Now, let’s jump right into today’s agenda. In this video, we will go through the entire process of auditing. From pulling up calls to communicating results to our Operations Partners. We will also talk about all the components of the Quality form as well as the Quality Guidelines where we will discuss the expected behaviors on each so you can ace your calls. At the end of this session, we will open the discussion to your questions and comments. Make sure to have your notepads for any clarifications you may want to ask..

[Audio] Let’s get started! To kick off the session, we will first go through the overview of the QA Process. The QA Process basically covers four steps. These are random call selection or focus audit, listening and scoring, reporting and analysis, and communicating results to partners..

[Audio] During random call selection, an auditor whom we may also refer to as a QAR picks a random call from the pull of recording available for a particular agent. All call types are being monitored and no cherry-picking is being practiced. Calls within the same week are audited. This means an auditor may not backtrack from the previous week. This ensures that audits and recommendations are timely and that they remain relevant. Lastly, each audit shall have an interval of 24 to 48 hours to provide a leeway to the Team Managers to allow necessary coaching to happen..

[Audio] Meanwhile, when listening and scoring the calls, an auditor examines the interaction by tuning in to the important details. The auditor uses the QA form to rate all items and provide feedback to justify the ratings that were given. These audits are then posted in SharePoint which is the platform that Alorica uses to consolidate audits. If deemed necessary, critical callouts may also be sent to alert the supervisor of a concerned agent..

[Audio] After listening to and scoring agents’ calls, all data are loaded in SharePoint. The data are then processed and compiled into a single report. The QA report gives us a deeper view of our overall performance as it shows scores, trends, and focus behaviors. Each line item is being examined and through this, outliers are being identified. Focus groups are also generated and carefully look at. All this information is analyzed to reach a conclusive recommendation that our partners may use for performance improvement..

[Audio] It is only natural for all these findings to be delivered to its end users which are our Operations partners. After going through this thorough audit process, we now report and communicate the results through our comprehensive Quality Performance Dashboard. This dashboard can provide the Team Managers with a good view of how they can coach their agents and callout outliers. We are also able to aid in coming up with actionable items through this report..

[Audio] Now that you have gotten a glimpse of how the auditing process works, we will proceed with taking a quick feel of what makes up our scoring form. Let’s move forward to Quality Form Components..

[Audio] AT&T I-S-M Q-A form is comprised of At Your Service parameters. At Your Service has 100% of the overall score. There are 7 categories and 33 line items under the At Your Service part. The parameters on this part help drive agents’ behavior on their calls..

[Audio] These are all the line items that make up the Quality Form. Here’s a quick look at all the line items under At Your Service..

[Audio] These are all the line items that make up the Quality Form. Here’s a quick look at all the line items under Reconnect..

[Audio] Now let’s go through each line item to determine their point equivalent. Let’s start with line item 1.1 Greet the customer with a friendly, genuine tone which has a total point equivalent of 3 points and this line item drives N-R-S..

[Audio] 1.2 Make it personal. Introduce yourself by name and ask for theirs too. Utilize customer’s name which has a total point equivalent of 3 points and this line item drives N-R-S. Now, this concludes our Warmly Greet category..

[Audio] 1.3 Did the agent follow the correct Authentication process? which has a total point equivalent of 3 points and this line item drives N-R-S. Now, this concludes our Warmly Welcome category..

[Audio] Moving on to the UNCOVER NEEDS category of At Your Service. The first line item is 2.1 Did the agent attempt to collect the full balance after authentication? (First Attempt) and this has 3 points driving T-V-T.

[Audio] 2.2 Take ownership and commit to finding the right solution has 3 points and is driving Resolution.

[Audio] 2.3 Demonstrate the “I can help you with that” attitude has 3 points and is driving N-R-S.

[Audio] Next off is the Category PERSONALIZE RESOLUTIONS. This category has the second biggest weightage out of all At Your Service categories. It has four line items. Line item 3.1 Did the agent do second attempt to collect? (AMAP, ASAP, AHAP) is worth 3 points which drives I-V-T.

[Audio] Line item 3.2 Did the agent secure remaining balance? (FDP/PA) that has 3 points weightage driving RESOLUTION.

[Audio] Line item 3.3 Did the agent educate the customer on Self-Service Options? (ATTAPP/ATT.COM) has 3 points weightage driving Transfer and A-H-T.

[Audio] Line item 3.4 Find a personalized solution that fits each customer has 3 points weightage driving Resolution.

[Audio] Up next is the GAIN AGREEMENT category which has a total weight of 9 points. Its first line item is 4.1 Confirm customer agreement of the options discussed 3 points driving Resolution.

[Audio] Line item 4.2 Did the agent advise the customer of Payment Convenience Fee (P-C-F) prior payment / S-S-O? has 3 points weightage driving A-H-T.

[Audio] Line item 4.3 Did the agent provide and gained agreement on required disclosures? (T&C) has 3 points weightage driving resolution and is the last item under the GAIN AGREEMENT category.

[Audio] To continue, our next category is for THOROUGHLY EDUCATE which is worth 55 points in total. This category includes the Reconnect. Line item 6.1 Advise of any remaining balance, due date and any additional fees as appropriate for 3 points correlated to Resolution.

[Audio] Line item 6.2 Recap the interaction for 3 points correlated to N-R-S.

[Audio] Line item 6.3 Make sure everything has been met for 3 points correlated to RESOLUTION.

[Audio] On to the last category of At Your Service part which is SINCERELY THANK. This has a total of 6 points, the smallest weightage out of all At Your Service parameters. Line item 7.1 Thank them for being an AT&T customer with a friendly goodbye is worth 3 points for driving N-R-S.

[Audio] Line item 7.2 Show appreciation – be personable and helpful to the very end is worth 3 points for driving N-R-S.

[Audio] It is important to note that getting all the score equivalent of each line item is an easy task as long as we are in compliance with the set guideline of our clients. Now, we are ready to dive into the fun part and discuss the scoring guidelines..

[Audio] First line item under the first topic, WARMLY WELCOME. “GREET THE CUSTOMER WITH A FRIENDLY GENUINE HELLO” For this line item there are three different scores. HIGHLY EFFECTIVE, ATTEMPTED AND MISSED The Quality Team will give you a HIGHLY EFFECTIVE SCORE if you were able to: First, open the call in a timely manner Second, if your tone of voice was enthusiastic and upbeat. You’ll get an ATTEMPTED score if you were able to answer the call on a timely manner however, sounded monotonous, lacked energy or you sounded in a rush when opening the call. And lastly, you’ll get a MISSED score if you answered the call on the tenth second and beyond. Next line item. “MAKE IT PERSONAL. INTRODUCE YOURSELF BY NAME AND ASK FOR THEIRS TOO. UTILIZE CUSTOMER’S NAME” For this line item we also have three different scores. HIGHLY EFFECTIVE, ATTEMPTED AND MISSED To get a HIGHLY EFFECTIVE score the Quality Team will identify if you were able to deliver your opening spiel with the three greeting components. First, greet the customer using “Thank you for choosing AT&T.” Second, introduce yourself by name “My name is John.” And Lastly, ask for the customer’s name too. “May I have your full name, please?” The required opening spiel should sound like this: “Thank you for choosing AT&T. My name is John. May I have your full name please?” After getting the customer’s name you should ask the customer’s permission to call them by their first name using the required verbatim. “Thank you! Is it alright If I call you Juan?” Lastly, to get a HIGHLY EFFECTIVE score for this line item, we will identify if you were able to address the customer by their first name at least twice on the call. Now, we would give you an ATTEMPTED score if you modified the required greeting spiel and required verbatim in asking the customer’s permission to call them by their first name. For example, you delivered: “Thank you for choosing AT&T. My name is John. May I have your name?” “Thank you! Is it OKAY if I call you Juan?” So basically, any modifications made on the required greeting spiel and required verbatim in asking the customer’s permission to call them by their first name will be an ATTEMPTED score for this line item. We will also give you an ATTEMPTED score if you addressed the customer by their first name once or addressed the customer by their last name on the call. You’ll get a MISSED score for this line item, if you missed to deliver the required verbatim in asking the customer’s permission to call them by their first name and if you missed at least one of the three greeting compositions. For example, you delivered, “Thank you for CALLING AT&T. My name is John. May I have your account number please?” Also, if you did not address the customer by their name at all, then definitely the Quality Team will give you a MISSED score for this line item..

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[Audio] First Line item under UNCOVER NEEDS. “DID THE AGENT ATTEMPT TO COLLECT THE FULL BALANCE AFTER AUTHENTICATION (FIRST ATTEMPT) We have four different types of scoring for this line item. HIGHLY EFFECTIVE, ATTEMPTED, MISSED and NOT APPLICABLE To get a HIGHLY EFFECTIVE score, you should attempt to collect the full balance on the account after authentication. Your first attempt should pertain to the full balance which is the amount in RED. It should sound like this: “Thank you. While I’m pulling up your account, I see you currently have a total balance of $50.00. Will you be making that payment using your debit/credit card or checking to bring your account to a zero balance?“ “Thank you. While I’m pulling up your account, I see you currently have a total balance of $50.00. Would you like to pay THAT today?“ “Thank you. While I’m pulling up your account, I see you currently have a total balance of $50.00. How may I assist you in bringing THAT to a 0 balance today?” “Thank you. While I’m pulling up your account, I see you currently have a total balance of $50.00. Are you going to make THAT payment today?“ You’ll get an ATTEMPTED score for this line item if you did not show any initiative in securing the balance at that very moment. If there is no sense of urgency in delivering your first attempt to collect. Even if you mentioned the full amount but you were not pertaining to the full amount, still we’ll give you an ATTEMPTED score for this line item. For example, you delivered “Thank you. While I’m pulling up your account, I see you currently have a total balance of $50.00. Are you calling to make A payment to us today?“ Or “Thank you. While I’m pulling up your account, I see you currently have a total balance of $50.00. Would u like to make A payment?" So instead of using “A” you should always use “THAT” The Quality team will give you a MISSED score if you did not mention the total balance of the account and did not attempt to collect at all. For example, you delivered “How may I help you today?” Team, we would like to remind everyone not to ask, “How may I help or assist you today?” at any part of the call. This is for everyone to easily position the FIRST ATTEMPT TO COLLECT THE FULL BALANCE. The only time it is acceptable to ask, “How may I help or assist you today?” is when there is no balance on the account. Because based on our observation from the calls that we are evaluating once they asked that question, they'll most probably miss collecting the full balance. If you failed to collect the full balance as you attempted to collect the past due amount, only then we will give you a MISSED score as well. Now, If the account doesn’t have any balance or the customer proactively mentioned that they are going to pay the total balance then this line item will no longer be applicable..

[Audio] Here’s the sample account on how to identify the amount that you will be collecting. Always collect the full amount which is in Red to get highly effective score under First Attempt. If you will be collecting the Past due balance, you will get a Missed Score..

[Audio] Next line item will be Take Ownership and commit to finding the right solution. For you to get Highly Effective, you should follow the correct process and procedures based on the CCKM in assisting our customers. You should always utilize the I-B-C-T or Start Tool and you must capture the banking information correctly. You will get an Attempted score if customer has already payment details saved on file and still you asked the customer her banking information, also it was clearly established on the call that the customer will be making a payment arrangement and you still asked for his or her banking information to set up a payment. Now, you will be scored Missed if you failed to paste the account number in I-B-C-T and click the arrow, You read back the banking information to the customer, You proactively waived the Payment Convenience fee with no valid reasons, Also, You made changes on the account without processing a manual one-time payment. For example, customer would like to enroll through Autopay and customer has a past due balance, what you did is you enroll first the account through Autopay and then you process a payment. Here’s the sample picture of what is the I-B-C-T or Start Tool. To properly pull up the customer’s account, you must pull it up first on e-TRACS, copy the account number and paste it on the yellow box and just click the arrow beside the text box before you authenticate the account..

[Audio] Next line item under Uncover Needs will be Demonstrate the I can help you with that attitude. For you to get High Effective, You should paraphrase the concern after the customer states the reason for calling. You should deliver an A-E-R statement if applicable. Example “I can definitely process your payment and I can help you with that!” Another example is “I'm sorry to hear that you had trouble paying your bill on our automated system, I can definitely process your payment, and we really appreciate you trying to process it thru I-V-R, no worries, we can just waive that for you I can help you with that!“ Now, you would get an Attempted score if you failed to paraphrase the concern of the customer and delivered Generic PIR only. Example. Let me see if I can process your payment arrangement today. Or Let’s try to process this payment today. You will get a Missed score if, You failed to deliver a PIR statement and failed to paraphrase the concern of the customer. Example. Okay, sure. Or Got it! Also, you will be getting a Missed score if No willingness to help, You did not deliver an A-E-R statement in a timely manner, A-E-R is not consistent and Did not sound accommodating all through out the call. Under Personalized Solutions, Did agent do second attempt to collect (AMAP, AHAP, ASAP)? On this line item we will observe if you were able to do a second attempt to collect, which we call it as AMAP- as much as possible, AHAP- as human as possible, ASAP- as soon as possible. We have three scoring for this item, Highly Effective, Missed and Not Applicable. You will get a “Highly Effective” score if you were able to demonstrate second attempt in collecting the balance as applicable. And we have a sample spiel for your reference: " I understand that you cannot pay the full amount today, how much can you pay today to get you closer to the total balance?“ You would get a “Missed” score if you failed to do second attempt to collect after the customer declined to pay. And also, if you failed to do second attempt to collect after the customer mentioned that he or she wanted to make a Payment Arrangement. It will be scored as “Not Applicable or N-A” if you are already marked off on “Did the agent attempt to collect the full balance after authentication (First Attempt)” or if full balance was paid..

[Audio] Under Personalized Solutions, DID THE AGENT SECURE REMAINING BALANCE (F-D-P/P-A) On this line item, we have three types of scoring. Highly Effective, Attempted, Missed and Not Applicable You will get Highly effective score if you secure the remaining balance by offering a Future Date Payment or Payment Arrangement. You will get an Attempted score if you only set up 1 PTP or Promise to Pay on e-Tracs when customer can pay partial on the same day thru our Self-Service Options and the remaining balance will be paid by next week. You would get a Missed score if you failed to offer Future Dated Payment or Payment Arrangement for the remaining balance on the account. And lastly, you will get a Not Applicable or N-A score if the customer would like to make a payment arrangement onset of the call and if the full balance was paid. Under Personalized Solutions, Did the agent educate the customer on Self-Service Options (A-t-t-app and ATT.COM)? On this line item We will be able to determine if you manage to offer the Self-Service Options or not. We have 2 scoring for this line item, Highly Effective or Missed. You will get a Highly Effective score if you offer at least specific 2 Self-Service Options like My-a-t-t App or ATT.com. Other Self-Service Options includes I-V-R, Pay Station, Star Services, TXT-2-Pay. Please refer to CCKM Self Service Options. You will get a Missed score if onset of the call customer already had an idea of the Self-Service Options, but you failed to promote at least 2. We still need to educate other self-service options for future reference. You will also get a MISSED score if you did not specify the SSO, example “You can always visit our website or download the app”.

[Audio] Under Personalized Solutions, Find a personalized solution that fits each customer On this line item, we have four types of scoring. Highly Effective, Attempted, Missed and Not Applicable You will get a Highly Effective Score if you review customer’s account entirely and recommend the right solution that meet current and future needs. Also, if you offer essential things that are beneficial to them. You will get an Attempted score if for example you offer e-Bill or AutoPay, but you failed to emphasize the features and benefits of having them. Another example is that you sounded like you just wanted to comply with the guidelines while offering them. You will get a Missed score if… You did not proactively offer paperless billing which the account is not enrolled yet. Sample verbiage: “Juan , I can see here that you’re not yet enrolled in Paperless Billing, I would be glad to assist you on how you’re able to set up your account for electronic bill so you can start getting discounts!” You failed to ask the customer if he or she wanted to save the payment information for future use. You proactively provide the confirmation number to the customer instead of advising them that they will receive and email or text confirmation You will get a Not Applicable or N-A score if the issue is unresolved, unverified account and cancelled account..

[Audio] Under Gain Agreement, Confirm customer agreement of the options discussed On this line item will identify if you were able to gain agreement from the customer of the options or resolutions provided before doing so. You should make sure that customer agreed with resolution before processing. We have three scoring for this item, Highly Effective, Missed, and Not Applicable. If you got a Highly Effective score, this means that you were able to gain agreement from the customer of the options and resolution provided before doing so and there were no instance that customer disagree on the options you have provided in order to resolve their issue or concern. If you got a Missed score, this means that you were not able to gained confirmation from the customer to process a certain transaction If you got a Not Applicable score, this means that the call(s) was unresolved, unverified account or cancelled account. Under Gain Agreement, Did the agent advise the customer of Payment Convenience Fee (PCF) prior payment or SSO? On this line item will identify if you were able to advise the customer of Payment Convenience Fee prior payment or SSO. We have three scoring for this item, Highly Effective, Auto Zero, and Not Applicable. If you got a Highly Effective score, this means that you were able to advise the customer of the Payment Convenience Fee prior payment or SSO. If you got an Auto-Zero score, this means that you were not able to advise the customer of the Payment Convenience as applicable. Please be reminded that if you got an auto-zero score for this line item your QA score will automatically be zero as this will fall under CPP (Consumer Protection Policy) violations. No matter how good your score from the other line items but you failed on this line your QA score will be zero. If you got a Not Applicable score, this means that you process any transactions other than payment, Though Payment Convenience was mentioned, and you tried to process the payment but declined for some reason. So long as you did not process any payment, advising the customer of the Payment Convenience is not applicable..

[Audio] Under Gain Agreement, Did the agent provide and gained agreement on Req. Disclosures (T&C)? On this line item will identify if you provide and gained agreement from the customer on required disclosures (T&C). We have three scoring for this item, Highly Effective, Auto Zero, and Not Applicable. If you got a Highly Effective score, this means that you disclosed applicable T&C’s and you read it verbatim or word for word to the customer. If you got an Auto-Zero score, this means that you did not disclose the T&C’s at all or you omitted or added words on the T&C’s Please be reminded that if you got an auto-zero score for this line item your QA score will automatically be zero as this will fall under CPP (Consumer Protection Policy) violations. No matter how good your score from the other line items but you failed on this line your QA score will be zero. If you got a Not Applicable score, this means that the concern is other than payment and AutoPay transactions. Though T&C’s were delivered verbatim or not and you tried to process a payment but declined for some reason, not applicable will be applied on this line item. This is a sample of One-Time Payment Authorization T&Cs that you need to read verbatim or word for word..

[Audio] Under Thoroughly Educate, Advise of any remaining balance, due date, and any additional fees as appropriate On this line item, you will need to advise the customer any additional fees as appropriate. We have three scoring for this item, Highly Effective, Missed and Not applicable You will get Highly Effective if you advise the customer of any remaining balance, due date. Example: "Since your account is suspended and payment was successfully processed, please expect that there will be a restoral fee on your next billing statement“ another example "Since the account has past due balance, please be reminded that you will be charge for a late payment on your next billing statement“ and Rep could have said “Just to remind you, Mr. or Ms. Customer, you still have $50.00 remaining balance that is due on February 4, 2023” You would get a Missed score if You failed to advise the customer about the applicable fees, remaining balance and due date Not applicable score will be provided if the full balance was paid and no any remaining balance, due date, and any additional fees that needs to advised to the customer. This line item determines your ability to recap the call. We need to be reminded to provide a recap by summarizing what has been transpired on the call. We have four scores for this line item. Highly Effective, Attempted, Missed and N- A. If you got a Highly Effective score for this line item, this means, you were able to provide a brief summary of what has been transpired on the call. A simple recap is acceptable. For payment, after reading the disclosures and submitting the payment, your screen will show “Successful payments have been submitted.” If you were able to read that, that is already your recap. QA accepts that. If you got an Attempted score for this line item, this means, there were multiple concerns you were able to resolve. However, you only provided a recap for one concern. Let’s say concerns were Payment and Billing Inquiry. And you only recap the payment. If you got a Missed score for this line item, this means there is no recap at all on the call. But please be reminded that QA is strict when it comes to recapping the Payment Arrangement. If your transaction is Payment Arrangement, you need to include the amount, date of payment arrangement and the method of payment that the customer will use. Missing one of these is already a missed. A sample scenario that you will get an N-A score for this line item is, when the customer hung up or the call got disconnected. Which means, you did not have an opportunity to recap the call. *Please be reminded that even if the concern was just a billing inquiry and you were able to take a review of the service activities to the customer, but customer’s concern were too complicated and you needed to transfer the call to Billing department for further assistance, we still need to provide a brief summary of what has been transpired on the call before transferring the caller to another department. Here’s a sample recap for this scenario: “Mr. Customer, for a quick recap, I was able to inform you of the reason why your bill went higher for this month by reviewing your account service activities. For further assistance and other information, I referred you to Billing Department..

[Audio] This line item deals with our customer’s expectations. These information are the ones we educate to the customer depending on the type of call or transactions we did on the call, Make sure everything has been met We also have three scores for this line item. Highly Effective, Missed and N/A. If you got a Highly Effective score for this line item, this means, you were able to educate the customer of all the customer expectations on the call. If you got a Missed score for this line item, this means you missed to educate the customer at least one of the customer expectations. The expectations that needs to provide are Payment Convenience Fee, One-Time Payment Authorization, Payment Arrangement, Updating AutoPay Credit/Debit Card information, AutoPay Enrollment, Stop Automatic Payment, Unenroll Account, Ending your Automatic Payment Enrollment. It is ALL or NOTHING. Your score is N-A if there’s nothing to be disclosed to the customer about customer expectations. The following slides will show the customer expectations that we need to hear on the call. In processing one-time payment authorization, we should set the following expectations to the customer: 1. Payments will be included in your Account Balance 1-2 business days after the payment dates. 2. If your services have been or are scheduled to be turned off for non-payment, this payment may not prevent collection activity on your account. In processing Payment Arrangement(s), we should educate the customer the following expectations: 1. Confirm payment arrangement details (date, amount, and payment method) to verify accuracy. 2. If the payment arrangement is kept, services will remain active unless the account becomes further past due (example returned payments.) 3. Advise the customer there is no need to call back to report self-service payments. 4. Past due accounts may continue to receive pre-suspend notifications, even when a payment arrangement exists. *Please also be reminded if we missed this line item, it’s going to be a CPP violation..

[Audio] This line item determines your score as to how you were able to appreciate the customer at the last part of the call, Thank them for being an AT&T customer with a friendly goodbye If you got a Highly Effective score for this line item, this means, you were able to appreciate the caller for being an AT&T customer and you were able to utilize business appreciation. It’s going to be highly effective if you ended the call with AT&T branding and you thanked the caller for having business with us. Here are some closing spiel samples: “Thank you! We appreciate your business with AT&T!” “We appreciate your business with AT&T.” “Thank you for being the best part of AT&T.” “We appreciate your loyalty to AT&T.” “Thank you for having your business with AT&T!” “Thank you for being part of AT&T family!” If you got an Attempted score for this line item, this means, you were able to deliver the closing spiel with business appreciation and AT&T branding, however, you did not sound friendly when you ended the call. If you got a Missed score for this line item, this means, you failed to deliver business appreciation and/or AT&T branding. Please be reminded that “Thank you for calling AT&T” is not acceptable. Not Applicable score will be provided for this line item if the Customer hung up, the call got disconnected and the call was transferred. This line item determines your score as to how you end the call remarkably, Show appreciation - be personable and helpful to the very end If you were able to maintain your pleasant tone and confidently conveyed that you resolved all issues and provided all options by delivering a strong resolution statement, your score will be Highly Effective. However, if your tone of voice descended or sounded tired at any part of the call and failed to convey confidence that you resolved the customer’s concern. Also, if you missed to provide strong resolution statements, a MISSED score will be provided for this line item. Not applicable score will be provided for this line item if the Customer hung up or the call got disconnected..

[Audio] Now let’s discuss the Dispute Process Dispute is the process of challenging the score given by the QAR to the agent. Agents are given the ability to dispute their evaluation by following the dispute process. Disputes should be filed within 24-72 hours from the time the evaluation is created. The Quality Team is also expected to respond to all disputes within 24-72 hours upon receipt of dispute. A dispute template shall be furnished, stating why score should be overturned. •First level dispute can come from any of the leader in Operations.. Example Team Lead, O-M or OPS. •QA Supervisor will review the dispute and provide feedback within 3 business days from the date the dispute was received and send it back to Ops •If the QA Supervisor response was not accepted by Operations, Both O-M and QA Supervisor will validate the call dispute •If the second response was still not accepted by Operations, QA Team will respond to say that the case will be escalated to the client •Final decision from the client will be communicated via email to close the dispute case •Meeting may be set up once client’s decision is received.

[Audio] This ends today’s discussion. Now you are ready! Before you go ahead and hit the phone we want to know if you have any comments, questions, clarifications, or even jokes. Don’t keep them to yourselves. Thank you for your time and we hope you learn all the essential things you need to know when taking calls. We are looking forward to hearing more quality calls from you..