Alorica Global PowerPoint Template

[Audio] Welcome to AT&T I-S-M Collections, AT&T I-S-M Reconnect, DirecTV S-T-M-S and DirecTV Commercial CPP Violations Discussion.

[Audio] Now, let's jump right into today's agenda. In this video, we will go through the Centralized Quality Team overview. We will also talk about all the QA process and 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!. Icon Description automatically generated.

[Audio] CPP stands for Consumer Protection Policy. It aims to promote exceptional customer experience and to ensure all appropriate steps are taken to prevent the mistreatment of AT&T's customer. CPP violation will result in an automatic fine or penalty. Alorica is subject to a $ 500 monetary fine for each CPP violation committed by an Agent. Alorica's Compliance and Regulatory Affairs department is working to reduce the number of monetary fines assessed by AT&T..

[Audio] Alorica is subject to a $ 500 monetary fine for each CPP violation committed by an Agent. Alorica's Compliance and Regulatory Affairs department is working to reduce the number of monetary fines assessed by AT&T. Handbook provides that Alorica takes a zero-policy approach. Specifically, The Company has zero tolerance for fraudulent or dishonest activities. The Company recognizes the responsibility to identify and promptly investigate any possibility of fraudulent activities. Employees must avoid fraud and work to maintain the highest business ethics standards. Progressive discipline allows for a four-step approach, leading from verbal warning to involuntary termination. Specifically, in cases where an employee doesn't follow the policies or meet job requirements, the employee will be issued a corrective action notice. Alorica will categorize agent conduct rising to the level of a CPP violations into two tiers: Tier One – For Tier One CPP violations, the Agent will be put on a Final Written Warning. Tier Two – For Tier Two CPP violations, the Agent will be put on a Written Warning..

[Audio] What are the consequences in committing these violations? 1. Disciplinary actions Documented Coaching with a stern warning up to Verbal Warning. Written Warning. Final Warning up to Termination. Termination. 2. Client trust 3. Job security 4. Growth Opportunities.

[Audio] Alorica will categorize agent conduct rising to the level of a CPP violations into two tiers: Tier One – For Tier One CPP violations, the Agent will be put on a Final Written Warning. Tier Two – For Tier Two CPP violations, the Agent will be put on a Written Warning..

CPP VIOLATIONS.

[Audio] Customer Abuse There will be a violation on this line item if the Quality team observed that you screamed at a customer or utterance of rude, sarcastic remarks, disrespectful or consistently interrupting the customer in a rude manner. If you intentionally did not listen actively or paying attention causing inappropriate repetitions on the customer's end. Relaying threats to customer causing physical or psychological harm. Intentionally interrupting without apologizing. Used vulgar, offensive, abusive, or sexually oriented language. Used of condescending tone. Using of profanity while on a contact whether directed at the customer or not. Carrying on a flirtatious conversation that was initiated by the customer, Made sexual advances towards a customer Use of customer's information to make direct or indirect contact with the customer outside work..

[Audio] Call Avoidance. You will be violating this policy when the Quality Team observed that you Transferred a customer to another department when the concern is part of your scope of support. Transferred a customer to another department without their knowledge or also known as Blind Transfer. If you already delivered your closing spiel yet stayed on the line for more than 5 minutes. Coaching advisory will be given if you stayed on the line under 5 minutes after your closing spiel was delivered. Failing to answer an incoming call within 30 seconds. Coaching advisory will be given if you responded to incoming call within 10 seconds..

[Audio] EXCESSIVE HOLD/MUTE. You are violating the Excessive Hold/Mute policy when you placed the customer on hold or mute for 3 or more minutes in one instance. Per CCKM Hold Procedures, Periods of Silence, Dropped Calls, and Caller Not Present – Collections, Hold should not be more than 90 seconds. Silence, or Mute should not be greater than 30 seconds. FAILURE TO ESCALATE. Escalations should be taken seriously because this means you have an irate or agitated customer due to lack of confidence to resolutions received. If you fail to handle an escalation effectively, your business may lose that customer and others as a result. No proactive offer of supervisory call. Emphasize the escalation process (deescalate once)..

[Audio] OWNERSHIP. Ownership policy will be violated when you refused to assist a customer especially if you're trained to handle the concern. Just a reminder team, we are trained to handle Billing inquiries and these type of issues should not be transferred to Billing department without an attempt to help the customer FAILURE TO AUTHENTICATE. Protecting the customer's account is our top priority. No account information should be given to an unverified caller. No password hints should be provided to the customer. Otherwise, it will be a violation to CPP Failure to Authenticate Storing or Retaining Customer Data. • Collecting or Notating Phone number, full name, account name, pin code, or passcode. • Writing down customer's credit card number to notepads other than Express Pay. Retain, collect, access, and or using Customer information for reasons. Any attempt to falsify AT&T's records or any record related to a Customer..

[Audio] NO OR INACCURATE EXPECTATIONS. No or inaccurate Expectations Express Pay disclosures not fully or were not reviewed verbatim as required. You should advise the customer and gain consent with the $ 5 PCF before processing any payment. Do not forget to advise the customer that the fee will be posted on their next billing statement.

[Audio] No or inaccurate Expectations incomplete CCKM disclosures/ expectations. These expectations should be provided to the customer before processing a Payment Arrangement. It does not have to be verbatim..

[Audio] No or inaccurate Expectations CRM disclosures not fully or were not reviewed as required Reconnect. You should confirm the discounts applied, duration of the discounts, expected amount of the bill and new due date before processing the order in CRM. Otherwise, it will be a violation to the CPP NO OR INACCURATE EXPECTATIONS - RECONNECT.

[Audio] NO OR INACCURATE EXPECTATIONS – S-T-M-S and COMMERCIAL. You will be violating this policy when the Quality team observed that you missed to state complete CBR disclosure. The words or phrases " PHONE, TEXT, INFORMATION, YOUR DIRECTV SERVICES" must be included. Suggested verbiages are: May I have a contact number so that we may reach you by phone or text with information about your DIRECTV services? May I have two contact numbers starting with your cell phone so that we may reach you by phone or text with information about your DIRECTV services? What is a good contact number so we can reach you by phone or text with information about your DIRECTV services? For DirecTV S-T-M-S You should advise the customer and gain consent with the $ 5 PCF before processing any payment for DirecTV. Do not forget to advise the customer that the fee will be posted on their next billing statement. Suggested verbiage is: "Do you agree to the $ 5.00 convenience fee, or do you prefer to use the free automated service or directv.com today?".

QUESTIONS. abstract.