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POLICY

5.1. Log-in

5.1.1. Employees must diligently log in at all times prior to the start of work through the assigned client dialer, tool, or system apart from primarily logging in to Acquire’s timekeeping system to ensure that the schedule for actual work will be monitored.

5.1.2. Failure to log-in using the dialer, tool, or system in order to start work may subject the employee to a disciplinary action as prescribed by this Policy.

5.2. Call Disruption or Work Stoppage

5.2.1. Technology issues or problems that cause call disruption or work stoppage must immediately be reported to the immediate superior or manager.

5.2.2. A Service Desk (SD) ticket must be created in order for IT to address said issue. SD tickets also serve as proof that a network issue or problem indeed existed at the time of the call disruption or stoppage.

5.3. Allegations of Fraud or Breach of Information Security

An employee may be placed off the phones, off the team, or off a particular assignment or responsibility for allegations of breach of information security or fraud, provided that the employee is paid pending resolution of the administrative case filed against him/her, which must be resolved the soonest and within a reasonable possible time.

5.4. Preventive Suspension

5.4.1. An employee may be placed under PS pending investigation of the case for (1) a serious offense and (2) that his/her presence poses an imminent threat to the life and/or property of the employer or the client, or to his/her co-employees.

5.4.2. PS is not a penalty or sanction, but merely a preventive measure; and only HR can determine and place an employee under PS.

5.5. Other Violations

Other infractions or violations that are not provided in this Policy may still be acted upon based on the Company’s Code of Conduct as well as its existing policies.

5.6. Compliance

5.6.1. Failure to comply with any or all of the provisions as stated in this Policy shall warrant appropriate disciplinary action as prescribed herein, likewise in accordance with Acquire BPO’s Code of Conduct and lawful action against the offender.

5.6.2. Any violation of this Policy will be investigated and if the cause is found due to willful disregard or negligence, it will be treated as a disciplinary offence. All disciplinary proceedings are coordinated through Human Resources Department.

COUNTRY-SPECIFIC INDUSTRY GRIEVANCE OR REGULATORY VIOLATIONS

1.20 Complaints filed by customer

Customer disputes against a certain agent (employee) on transactions or dealings resulting from fraudulent acts, information security violations, credit card holder data violations, acts of rudeness or unprofessionalism.

1st Offense: TERMINATION

1.4. PROVIDING FALSE TESTIMONY OR INFORMATION

The intentional, willful, or malicious act in providing false testimony or information to an investigation which act/s caused the erroneous outcome of a case or investigation or conclusion

1st Offense:

1.21. DELIBERATE INACTION OF THE CONCERN BY THE EMPLOYEE

BREACH OF INFORMATION SECURITY & CARD HOLDER DATA SECURITY PRIVACY VIOLATIONS

Deliberate not acting on the concern of the customer which results to a complaint, or the withdrawal or cancellation of the account or transaction, and as consequences, caused actual financial losses.

1st Offense: TERMINATION

1st Offense:

1.9. BREACH OF INFORMATION SECURITY

Acts in any violation of the Employment on the confidential nature of information or data, where such information or data are prohibited to be discussed, shared, divulged, used, reproduced, sold, recorded, modified, destroyed, or disclosed to any unauthorized persons, firm, corporation, or entity without the Authorized Written Consent of the Company through it's duly authorized representatives, person, customer, or information owner. The acts of breach shall not be limited to business transactions, processes, tools, salaries, passwords, or customers information or electronic data, or the personal information of co-employees.

Employees' who solicit, coerce, force, influence, or deceive another to discuss, share, divulge, or use any confidential matter shall also be deemed to have violated this provisions.

1.7. MISLEADING

To maliciously, with intent to gain, lead to astray another into an error of conduct, thought or judgement, which, as consequences, causes significant prejudice or damage to others. The following are considered misleading, but shall not be limited to:

a) Intentionally misleading the customer by providing incorrect information or not providing the information at all (e.g. a disclaimer when dealing with a difficult customer or when an incorrect resolution was provided).

b) Intentionally did not log/include important information in logs to avoid blame, accountability or sanction.

1st Offense:

1.22 DID NOT ESCALATE CUSTOMER CONCERN

Deliberate act in escalating the customer's concern to a team leader, supervisor, or manager, especially when insisted by the customer, which should have prevented the filing of complaints or legal action by the customer.

1st Offense: TERMINATION

1.11. DATA HARVESTING

The malicious extraction of customer information or website data for the purpose of selling or processing such information or data to 3rd persons and/or for other personal gain.

1.34 USING MOBILE PHONES INSIDE THE OPERATIONS

Using of mobile phones and smart watches inside the production area, unless it is used in relation to work.

1st Offense: FINAL WARNING

2nd Offense: TERMINATION

1st Offense:

1.33 SPEAKING PROFANE WORDS WHILE THE CUSTOMER WAS PLACED ON HOLD

Uttering profanities while the customer is being placed on hold and while the call is still being captured in the recording.

1st Offense: FINAL WARNING

2nd Offense: TERMINATION

1.1. FALSIFICATION OF DOCUMENTS

The act of tampering, multilating or forgeries that changes the nature or genuineness of a document. Such fraudulent acts are limited to physical documents but also electronic data/document, or any information and communications or automated system such as an online timekeeping, client tools/software, or any software/tool that are capable of generating reports.

1st Offense:

1.31 DOCUMENTATION IN THE VERNACULAR

Documenting the transaction in the vernacular through any client tool/s or system of record using any words, phrases, or sentences.

The deliberate act in damaging or injuring the Company's reputation or that of the client, to the detriment of the customer, or ploy upon, to one's advantage, the processor guidelines of proper handling which causes the customer to file a complaint.

1.23 CALL HANDLING SABOTAGE

1st Offense: FINAL WARNING

2nd Offense: TERMINATION

1st Offense: TERMINATION

1.32 PLACING CUSTOMER ON HOLD WITHOUT CONSENT

Dependent on the requirements of operations, putting or placing the customer on hold without latter's consent or putting the customer on hold for an unreasonable number of minutes without providing any notice or updates in between long holds are deemed acts of discourtesy.

1st Offense: FINAL WARNING

2nd Offense: TERMINATION

1.30 BRINGING IN UNAUTHORIZED PORTABLE OR ELECTRONIC DEVICE

1.29 UNAUTHORIZED INTERNET BROWSING

The act of bringing, in plain sight, any unauthorized portable or electronic device into restricted areas of the company, except for cell/mobile phones which may be carried but can never be used inside the operations or restricted areas.

1st Offense: FINAL WARNING

2nd Offense: TERMINATION

Browsing internet sites which are not part of employees' responsibilities or work to be done.

1.37 FAILURE AND/OR NEGLIGENCE TO LOG-IN OR OUT FROM TIMEKEEPING SYSTEM OF THE COMPANY AND/OR CLIENT TOOLS/SYSTEM

The failure and/or negligence to log-in or out from timekeeping system of the Company, or assigned client tools/system, as regularly required to do so.

1st Offense: Written Warning

2nd Offense: Final Warning

3rd Offense: Termination

1.28 NEGLIGENT STORING OF CREDIT CARD INFORMATION

The act mistakenly storing credit card information as a result of negligence, carelessness, or genuine forgetfulness.

1st Offense: FINAL WARNING

2nd Offense: TERMINATION

1.5 MANIPULATION

d. Deliberate failure to log or place notes to document transaction after calls for the purpose of manipulating scores or performance.

e. Malicious tagging or indicated in the tool/system of an information known or discovered to have been false;

f. Deceptive and deliberate tagging of sales, commissions, or transactions to gain financial advantage; and

g. Other causes analogous to the foregoing.

Any scheme or untoward act to control or play upon by artful, unfair, or insidious means, to one's own advantage or gain, any sales transactions, performance metrics, documents, record, data or things. The following are considered manipulation, but shall not be limited to:

a. Data manipulation - the deliberate acts of efforts of an employee to falsify or change anything in a program-specific data, document or report for personal gain;

b. Manipulation of stats in order to meet the daily, weekly or monthly goals;

c. Manipulation of Attendance through timekeeping system/tools;

1st Offense:

1.35 ABANDONMENT OF DUTY

Leaving the assigned duty area without justifiable reason and consent.

1st Offense: FINAL WARNING

2nd Offense: TERMINATION

1.36 FAILURE AND/OR NEGLIGENCE TO LOG-IN OR OUT OF THE TOOL/SYSTEM DESPITE HAVING LOGGED IN THE TIMEKEEPING SYSTEM

Failure and/or neglect to log-in or out on time using the assigned client tool/system in order to start work and take or make calls despite having logged in the timekeeping system of the Company.

1st Offense: Written Warning

2nd Offense: Final Warning

3rd Offense: TERMINATION

1.27 USING PORTABLE OR ELECTRONIC DEVICE THAT RESULT TO DAMAGE, ENDANGERMENT, OR DISRUPTION

Using unauthorized portable or electronic devices that results to damage to property, endangerment or prejudice to life, safety or health, or the disruption to business operations.

1st Offense: TERMINATION

1.8. TRANSACTIONAL FRAUD

b) Slamming - selling products or service to the customer, or processing a transaction that was previously offered to the customer or that the latter previously making a sale which is deemed to be unauthorized.

c) Fraud transactions through the use of company property - carrying out fraudulent transactions using company's network.

A transaction, whatever form or nature, made through acts of deceit, machinations, schemes, misrepresentations, manipulations, concealment, trickery, or other deceptive acts that mislead a customer into agreeing to a transaction, offer or sale, or unwanted processing of said transaction, offer, or sale, which may further be classified into the following:

a) Transaction Simulation - any scheme or fictitious transaction created or committed for the purpose of making the transaction appear to be genuinely processed and/or closed;

1st Offense:

1.12. STORING/SAVING CREDIT CARD INFORMATION IN UNSECURE OR UNAUTHORIZED TOOLS

The saving or storing of credit card information, notes or relative transactions in unsecure or unauthorized tools which said information can be identified to a specific individual or classified as PIN.

1st Offense: TERMINATION

1. 26 ACCESSING BLOCKED SITES THROUGH PROXY AVOIDANCE SITES OR OTHER MEANS

The means of accessing blocked or restricted internet sites by way of hacking or cracking into the system/proxy avoidance sites requesting such access, or through other malicious means.

1st Offense: TERMINATION

1.6. TAMPERING

The intentional modification or unauthorized alteration/s of a document or thing which would, in effect, sabotage or render it harmful or dangerous to others.

1.25 FORCEFUL ENTRY INTO COMPANY PREMISES

1st Offense:

The act of entering the company premises, through acts of intimidation, abuse of authority, disrespect, threats, or violence, despite repeated instruction not to enter by the security, and/or front desk personnel or person in authority, due to an impending security violation or valid restriction.

1.3. CONCEALMENT OF INFORMATION

1st Offense: TERMINATION

OTHER OFFENSES

1.24

The intentional and malicious act of concealing any fact or information when the employee out to rightfully divulge, which causes prejudice or damage to investigations whether formal or informal, works, properties or persons, or to the endangerment of the life or health to others.

The commission of the same or similar infractions proscribed herein despite previous documented warnings and/or chances. To be terminable, the offenses repetitiously committed must be atleast two (2).

1.10. CREDIT CARD HOLDER DATA VIOLATION

1st Offense:

1st Offense: TERMINATION

A violation of the confidential nature of Credit Card Information or data, through malicious or fraudulent acts that are committed for personal gain which causes prejudice or damage to any customer or card-owner, shall not be limited to the act of storing in unauthorized locations for the purpose of sharing, divulging, selling, or processing any credit card information.

1st Offense: TERMINATION

1.2. MISREPRESENTATION

The intentional act of misleading or inducing others to believe a fact, position or circumstances to be true.

1st Offense:

1.15 Calling an invalid, inactive or fictitious number

d) Transferring the callback into the queue, through whatever means, where he/she is trained to handle;

e) Prematurely transferring or incorrectly transferring a call to another department to avoid assisting the customer;

f) Giving inaccurate information or troubleshooting steps in order to release the call without duly assisting the customer;

g) Placing the customer on mute or hold until the customer disconnects the call

Knowingly and deliberately dialing and/or calling, either for personal gain or for others, an invalid, inactive or fictitious number for the purpose of this provision, "invalid numbers" include, shall not be limited to:

a) Numbers that have been received by an answering machine or IVR that there manifests a malicious and repetitive act to contact said number/s;

b) Numbers that were tagged or appended by instruction "not to call" ("Do not call") or

c) Numbers from a list of call leads that were not assigned to the employee.

m) Doing unreasonable tasks or works in order to avoid taking calls; or

l) Any other acts analogous to the foregoing.

1st Offense:

TERMINATION

h) Giving inaccurate information to the customer in order to clear or end a chat or release the call;

i) Queue jumping/Aux tagging or manipulation

-pressing an "aux" or toggling between "auxes" or buttons that results in the agent's queue going to the bottom of the calls in queue;

j) Not answering/closing ghost calls - intentionally not saying the opening or closing spiels and stayong on the line so that the calls in queue could not come in.

k) Intelligent Voice Recording (IVR) mimicking to avoid taking a customer call or assist caller's concern

l) Dialing non-existent number in order to avoid call in queue from coming in

1st Offense:

TERMINATION

VIOLATIONS OF OPERATIONAL STANDARDS

The following are deemed deliberate acts to avoid calls/chats, but shall not be limited to:

a) Deliberate clearing of lines - clearing of lines to avoid receiving calls or complaint/identification by caller without unjustifiable reason;

b) Intentionally disconnecting a customer through calls/chat, or hanging up during a call or while placing the customer on hold;

c) Deliberately not answering an incoming call/chat;

1.13. Call/Chat Avoidance

1.14 CALL/CHAT RIDING

Committed through any of the following acts, but shall not be limited to:

a) Prematurely transferring a call to a department without proper handling the customer's concern and staying on the line/chat for no apparent reason;

b) Staying on the line while the customer is on queue or putting latter on hold prior or after warm transfer call to other department.

c) Not hanging up immediately when the call is routed to voice mail and staying on the line without justifiable reason;

d) Transferring the call to a test queue or other numbers that are non-existent or those that do not fall in any of the directories of the appropriate department;

e) Staying on the line/chat without saying the closing spiel and for no apparent reason; or

f) Any other acts analogous to the foregoing.

1st Offense:

TERMINATION

f) Projecting rude, abrasive, sarcastic comments in reference to race, ethnicity, religious belief, gender, lifestyle, sexual orientation or background.

g) Giving disparaging or condescending remarks;

h) Insulting or ridiculing, directly or indirectly.

i) Murmuring, mumbling, or slurring indistinctly in a disrespectful manner

j) Flirting or fraternizing; or

h) Any other acts analogous to the foregoing.

1st Offense:

1.17 Rudeness or Discourtesy

The following act that are deemed unprofessional which are directed to the customer, but shall not be limited to the following acts:

a) Deliberately uttering profane language.

b) Using vulgar and abusive language.

c) Getting into a heated argument.

d) Shouting or yelling out of anger or frustration.

e) Giving intimidating statements or conjectures

1.19 Placing notes in unauthorized tools

Deliberately placing notes or transactions in unauthorized tools or software for whatever reason reason despite a previous warning.

1st Offense: TERMINATION

1.18 IVR Mimicking

1st Offense: TERMINATION

Mimicking IVR Voice Prompt causing the customer to be misled.

1.16. Refusal to take a call, chat, email, or escalation from another department or superior

Deliberately not taking or pushing back a customer call, chat, email, or escalations from another team/department or from a superior without valid or justifiable reason.

1st Offense:

Purpose

This policy aims to emphasize the importance of Acquire BPO’s commitment to the highest standard of quality service to its clients. This shall define zero-tolerance incidents and the corresponding disciplinary consequences, with the intention of eliminating undesirable conduct.

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