BASIC DARK PRESENTATION

Revised Zero Tolerance Policy Violations (Updated 05/15/2023)

Quality & Compliance

Go!

‘As employees of iQOR, world-class customer service and meeting performance requirements are essential to properly service our client, T -Mobile. We are obliged to adhere to set policies and processes communicated to us by T -Mobile in terms of properly handling all customers with utmost care and professionalism. It is expected that our employees will display appropriate call handling and communication skills set by the client to effectively resolve customers' issues and gain customers' trust, confidence and loyalty. As such, this process outlines a strict policy for quality violations and more severe transgressions that would impact the customer experience and program performance. This huddle memo outlines specific behaviors observed for the past months which are considered as Zero Tolerance Policy Violations.

The Expert failed to use proper tools provided by T-Mobile which includes but not limited to Atlas, Samson, C2, Grand Central and other resources to resolve customer’s issues and concerns in a timely manner. The Expert failed to do the visual audit and probing accordingly to resolve the true reason customer is calling/inquiring about. Processing an order for physical sim card for iPhone 14 series instead of Esim.

1.2 Tool Usage and Navigation

Sales Rep asked for the customer's information without using the PII form. Information such as but not limited to service address, billing address, shipping address & account number. In case the SRs are required to verify the address they are not allowed to disclose the customer’s complete address outside T-Mobile Tools If an account number is needed, SRs need to advise the customer to contact customer service for additional verification.

1.1 Customer privacy not protected - General information

Yellow Alerts (ZTP Level 1)

Sales Rep did not recap/review the order made on the conversation. Recap/review should include the Upfront (individual) cost for the plan (w/wo Autopay), Devices, MRC, Sim Card, DCC, Taxes and Fees, Accessories, BYOD and if there is a shipping fee. SR failed to provide the order ID. SR failed to educate the customer on the bill effectiveness of the bill credit if promotion has been offered. SR failed to educate the customer about the port in process. Sales Rep provide complete advisements on the promotion or offers he/she offered to customer. This includes failing to inform the customer of how to stay eligible for the promotion offered.

1.4 Review/Recap Guidelines

The Expert failed to observe the verification process outlined in The C2 Policy (Verification Procedure by Account Type)

1.3 Account Verification

Yellow Alerts (ZTP Level 1)

Sales Rep did not transfer the customer to the correct department which led to incorrect, incomplete or no resolution. (e.g., SR transferred customers to messaging for TFB inquiry). Transferring existing customers to another department without authentication attempt. Transferring new customers to messaging/care messaging. The Expert transferred the customer or completed a cold transfer when a warm transfer is required or did not set the correct expectations with the customer and failed to follow the policy as set in the document in C2

1.6 Not following correct transfer process

Sales Rep completed or attempted to complete sales order for Business type account. This includes asking how many lines they are interested in getting after the customer deliberately stated their interest in getting Business account or even offering to get consumer/individual accounts. Including SPRINT and METRO PCS customers. Failure to follow C2 Policy

1.5 Attempting to sell to customers interested in service for a business and/or not transferring the chat to Business Sales.

Yellow Alerts (ZTP Level 1)

Auto-Preventive Suspension

Cramming: Adding services, accessories or features without the knowledge of the customer that has no financial benefit for the Sales Rep. Making any changes to their account without getting their consent (e.g., adding Autopay without getting authorization from the customer) Accessing customer's information/account without business justification. Adding any accessories or features on recap and/order without thoroughly discussing it to the customer.

2.1 Adding services, devices, accessories, or features without the customer being informed (also known as cramming)

Red Alerts (ZTP Level 2)

Auto-Preventive Suspension

Use of profanity on the interaction regardless of the language/dialect. Deliberate display of rude behavior. Being condescending or sounding sarcastic on the conversation

2.2 Profanity/Unprofessional language/behavior - Blatant

Red Alerts (ZTP Level 2)

Business Leader Approval

Deliberately misinforming the customer such as but not limited to incorrect or incomplete MRC, promotion eligibility expectations, amount of payout on promotion. Sales Rep failed to disclose the bill's impact of the changes that the customer will create on the account. This includes plan changes, add-ons, features, and other services not being disclosed except if total MRC was disclosed

2.3 Misinformation or misleading the customer

Red Alerts (ZTP Level 2)

Auto-Preventive Suspension

Sales Rep asked for personal information such as SSN, bank information, card number, CVV and expiration, date of birth ID # without using PII form. Saving customer’s bank information, social security number and date of birth without any business justification

2.4 Customer privacy not protected – Protected information (SSN, payment card, PIN, etc.), unauthorized credit check

Red Alerts (ZTP Level 2)

Auto-Preventive Suspension

Advising or hinting customers to cancel their lines of service. This includes advising customer that they need to cancel their current home internet service to get the 5G gateway, cancelling previous order to process it under their number – leading to unethical sales and/or advising customer to remove insurance, MI lines or voice lines proactively after receiving their package

2.5 Creating/suggesting false churn

Red Alerts (ZTP Level 2)

Auto-Preventive Suspension

• Any act of system manipulation including deceiving statement and to avoid/alter recording or eligibility to be surveyed.
• Calling WIP Order where in representative did not initially handle the customer
• Processing an order without speaking directly to the customer ( this includes requesting assistance from colleagues to process an order in case of system issues. )
• Endorsing a call back to representatives to complete an order. This scenario can only be approved if no supervisor within the community is able to complete the request.
• Using customer information or credentials to make changes without their authorization.
• This includes creating duplicate orders or getting orders processed under NT ID without any interaction with the customer.
• Manipulating how the customer would be providing feedback or score to the SR by calling them back especially if not warranted by the Quick Response process.
• Any unlawful activity which allows VR employee to manipulate them ( KPIs and gain financial benefit from it )
• This includes invalid takeovers, transfer back to queue or extreme (more than 5 invalid transfers), using different address to pass through HINT eligibility check and/or using customer’s card details/socials without their authorization, creating an account without the owner's consent. This includes tampering with customer’s ID information, SSN, expiration date, date of birth in order to run/pass credit check eligibility.
• Running credit check without "yes" from the owner of the credential used.

2.6 Fraud

Red Alerts (ZTP Level 2)

Refusing to escalate/transfer the conversation to someone whom the customer requested after de-escalating twice. Failing to honor commitment or to set follow-up for call backs beyond 24 hours. Failure to make important account changes, as agreed upon between the Rep and customer. Lack of response in difficult or escalated situations causing the customer to disconnect. Blind Transfer (chat or call). Any act of false documentation is considered a mistreatment. Refusing to provide assistance to customers that are within the scope of support. This includes referring customers to store for SIM card or device pick-up after activating the line which affects customer’s experience, cause customers to lose trust in our brand, create unexpected financial impacts, increase customer effort & frustration. Multiple callbacks attempt without customer's request/harassment (4 & above).

Auto-Preventive Suspension

2.7 Mistreat

Red Alerts (ZTP Level 2)

Sales Rep did not deliver the opening spiel in 5 minutes, SR did not respond to customer after 11 minutes and no support took over the conversation. SR spammed the customer after the customer became unresponsive for 26 minutes or more. Not owning the conversation, SR did not assist the customer (Scope of Support). The Expert disconnected on the FINESSE side to avoid the call/interaction with the client this includes but is not limited to clicking on the release button in FINESSE, using keyboard commands to release calls, manipulating FINESSE to not accept incoming calls. The Expert placed the call on hold so long the customer disconnected, the Expert used deliberate silence which caused the customer to disconnect, the Expert transferred a call back to the queue that he or she is required and trained to handle, the Expert failed to acknowledge the customer at the beginning of the call (if the customer disconnects before 30 seconds). Ignoring/not accepting a call from the queue, jumping from one AUX code to another without permission from WF or direct Coach. Any acts of volunteering an escalation as a means to avoid handling the interaction. Any act of call riding where in the Expert made no attempt to gain a response from the customer when they have not disconnected the call at the end of the interaction and made no attempt to contact a Coach for call disconnection or the Expert remained on the line after the call has been transferred to another department and/ or escalated to the Coach or manager. Expert transfers the call to another department without setting expectations to the customer that the call will be transferred and which department it will be transferred to.

Auto-Preventive Suspension

2.8 Call avoidance

Red Alerts (ZTP Level 2)

Final Warning - 12 Months

Written Warning - 6 Months

Verbal Warning - 3 Months

Cleansing Period

Note: All Level 2 requires Admin Hearing Sales

Final Warning/Termination

First Instance

ZTP Level 2

Termination

Fift Instance

Final Warning

Fourth Instance

Written Warning

Third Instance

Verbal Warning

Second Instance

Coaching Log

First Instance

ZTP Level 1

Corrective Action – Due Process, Accountability Piece

Quality Violation

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