Amazon Compliance Advocacy Program

[Audio] Welcome!!! To be a great Amazon Employee and ensure that we always put our customer's experience first, we set a couple of guidelines to follow. This will guarantee that your every customer interaction is on point with Amazon and Alorica processes and protocols. Let's Start!.

[Audio] Amazon Compliance Advocacy Program or most known as "ACAP" is a collection of behaviors to avoid or prevent based standard call procedures within our program. These behaviors are divided into 3 sections called severity and each Severity has its own suggested disciplinary action if not followed. The goal of the Compliance Advocacy Program is to: Ensure that everyone is compliant to client defined processes and procedures. Provide appropriate coaching, feedback and development plans to operations Ensure that the appropriate disciplinary and corrective action is served to non-complaint employees..

[Audio] Severity 1 These are clauses with just Minor non-compliance to established policies and procedures, even if not gross or deliberate. which if repeated or exceeded a given threshold may be subject for escalation to either severity 2 or 3. Depending on the gravity of the case, our redirection guide for Sev 1 cases is Documented Coaching with a stern warning Let's now dive deep into the behaviors under Severity 1.

[Audio] Delayed Opening Spiel "Delayed opening" stresses CSA's negligence in answering contacts promptly or responding to any of our supporting channels on the given time. Our nature of business focuses on our efficiency in providing instant attention to our customers' needs. This underlines a clear explanation why delaying opening spiel in any of our supporting medium defeats our very mission. This behavior may potentially lead to leaving substandard experience to our customers, more so affecting untowardly our business as a whole. Some samples are but not limited: The agent failed to deliver the opening spiel within 5 seconds from the time the call came in. Opening Spiel was delivered between 6th to 29th second of the call. If delayed for more than 30 seconds of the call, it will now be escalated to Sev 3. Call Avoidance.

[Audio] Delayed Call Termination Delaying call termination rules out occasions of taking fresh calls deliberately or not. Failure to terminate resolved contacts prevents us from accommodating incoming contacts which greatly impacts our service level. Therefore, resolved contacts should be ended in a timely manner. Some Samples are but not limited to: The agent stayed on the line for more than 5 seconds when the call was already considered closed, and customer failed to disconnect. The agent stayed on the line beyond 5 seconds but not longer than 14 seconds after the conversation ended when caller failed to completely disconnect the line. If delayed for more 15 seconds, it will be escalated to Contact avoidance under Severity 3.1.

[Audio] Premature Call Termination Terminating calls prematurely pertains to instances when the contact is ended right after or during the CSA delivered his/her closing spiel even though the customer starts to speak again. The untimely termination restricts us from extending our miles to our customers which results to an immense impact to the business in a greater scale, particularly customer experience. Some samples but are not limited to: When the agent started to close the call, then the customer started to say something, but the agent still released the call. Agent can wait up to 5 seconds to give our customers a time to think about any possible additional concerns also in lined with "Delayed Call termination threshold".