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Zero Tolerance
Zero Tolerance
The purpose of the policy is to clearly define
and eliminate the occurrence of improper or
unprofessional agent behaviors toward
customers. This policy will also ensure that all
negative behaviors are addressed and recurring
violations from the same Customer Service
Representative will be controlled.
Is the deduction of all points in the
QA Form by not following a critical
procedure.
Losing Composure
a. Shouting / screaming at the customer.
b. Condescending tone of voice.
c. Threatening the customer.
d. Speaking in a sarcastic tone.
e. Provoking the customer.
f. Mocking the customer.
g. Engaging in profanity (cursing or using foul language)
Improper Use of Customer Information
a. Documenting the Credit Card Number (CC#) or the Social Security
Number (SSN) outside the prescribed tool / system.
b. Accessing confidential information without customer’s permission.
c. Retaining and/or Using Customer Personal Information for reasons
outside of scope of support.
d. Changing customer’s contact information without his/her consent.
e. Deactivating the customer’s account without the explicit permission of
the customer, or without just cause.
Improper Use of Avaya IDs
a. Refusing to provide Avaya ID or providing incorrect Avaya ID
b. Using Another CSRs Avaya Login
Harassment of Customer by Agent
a. Flirting or making dates with the customers or Tracfone
representatives. This includes exchanging personal e-mail address
or social networking information.
b. Engaging in conversations that are non-business related (e.g. asking
for any personal information from the customer not related to the
account)
Escalated Calls
(Customers asking for a Supervisor or Manager) – Agents are require to
follow the Transfer Guidelines as they supersede the Zero Tolerance
Policy).
a. Agents refusing to escalate calls when a customer has specifically
requested a supervisor or manager.
b. Operations Supervisors and Managers refusing to take escalated
calls
Hanging up on Customers
This applies for intentional releasing of calls and does not entail system
issues, or other extenuating factors.
a. Releasing calls (Hanging up on customers and / or abandoning
station while in Auto-In mode.)
b. Placing Customers indefinitely on Mute/Hold to encourage the
customer to drop off the line.
1. Refuse to provide ID and Wrong or False ID.
2. Document CC information.
3. Provide CC information.
4. Hang up on customer.
5. Rude or loses composure.
6. Foul or abusive language.
7. Not Assisting the customer.
8. Transfer the call without the customer's approval.
9. Not providing Outbound call spiel.
10. Disconnected call policy.
11. Hangs up on Customer
12. Not offering a Call Back (Technical Issue).
13. Calling/Scheduling to a wrong phone number
14. Troubleshooting When Customer Calling From Phone
15. Workforce PIN misused
16. Compensation granted in Risk assessment status

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zero tolerance 0000000000000000000000000000000.pdf

  • 2. The purpose of the policy is to clearly define and eliminate the occurrence of improper or unprofessional agent behaviors toward customers. This policy will also ensure that all negative behaviors are addressed and recurring violations from the same Customer Service Representative will be controlled.
  • 3.
  • 4. Is the deduction of all points in the QA Form by not following a critical procedure.
  • 5. Losing Composure a. Shouting / screaming at the customer. b. Condescending tone of voice. c. Threatening the customer. d. Speaking in a sarcastic tone. e. Provoking the customer. f. Mocking the customer. g. Engaging in profanity (cursing or using foul language)
  • 6. Improper Use of Customer Information a. Documenting the Credit Card Number (CC#) or the Social Security Number (SSN) outside the prescribed tool / system. b. Accessing confidential information without customer’s permission. c. Retaining and/or Using Customer Personal Information for reasons outside of scope of support. d. Changing customer’s contact information without his/her consent. e. Deactivating the customer’s account without the explicit permission of the customer, or without just cause.
  • 7. Improper Use of Avaya IDs a. Refusing to provide Avaya ID or providing incorrect Avaya ID b. Using Another CSRs Avaya Login Harassment of Customer by Agent a. Flirting or making dates with the customers or Tracfone representatives. This includes exchanging personal e-mail address or social networking information. b. Engaging in conversations that are non-business related (e.g. asking for any personal information from the customer not related to the account)
  • 8. Escalated Calls (Customers asking for a Supervisor or Manager) – Agents are require to follow the Transfer Guidelines as they supersede the Zero Tolerance Policy). a. Agents refusing to escalate calls when a customer has specifically requested a supervisor or manager. b. Operations Supervisors and Managers refusing to take escalated calls
  • 9. Hanging up on Customers This applies for intentional releasing of calls and does not entail system issues, or other extenuating factors. a. Releasing calls (Hanging up on customers and / or abandoning station while in Auto-In mode.) b. Placing Customers indefinitely on Mute/Hold to encourage the customer to drop off the line.
  • 10. 1. Refuse to provide ID and Wrong or False ID. 2. Document CC information. 3. Provide CC information. 4. Hang up on customer. 5. Rude or loses composure. 6. Foul or abusive language. 7. Not Assisting the customer. 8. Transfer the call without the customer's approval. 9. Not providing Outbound call spiel. 10. Disconnected call policy. 11. Hangs up on Customer 12. Not offering a Call Back (Technical Issue). 13. Calling/Scheduling to a wrong phone number 14. Troubleshooting When Customer Calling From Phone 15. Workforce PIN misused 16. Compensation granted in Risk assessment status