Non-Compl

iantBehav
ior Rev
isi
onNo.
:2

(
NCB)Guideli
nes I
ssueNo.
:1

Alori
caTeleser
vices,I
nc. OPERATI
ONSPOLI
CIES Ef
fect
ivi
tyDate:
Oct
ober1,
Alori
caAsia(ROHQ)Lt d. 2018
Al
oricaCl
arkPhil
ippinesInc. ANDPROCEDURES

Obj
ect
ive
Thi
sout li
nestheNon-Compli
antBehavi
or(NCB)pr ocessf
orseamlessexecuti
onofcompl i
anceandprogr
essi
vecorrect
ive
act
ion,thus,hol
dinganyemploy
eeaccountableforanymissesoncomplianceandunacceptabl
ecal
lhandl
ingbehav
iorthat
i
mpact sthebusi
nessandcustomerexper
ience.

Asempl oyeesofAl orica,worl

d-cl
asscust omerser vi
ceandmeet i
ngper formancer equir
ement sar eessent i
altoproper l
y
serv
iceourcl i
ent,T-Mobi l
e.Wear eobli
gedt oadheretosetpol
ici
esandpr ocessescommuni catedtousbyT- Mobilei
nterms
ofpr operl
yhandl ing allcust
omer swithut mostcar eandpr ofessional
i
sm. I tisexpect ed thatourempl oyeesdisplay
appropri
atecal lhandlingandcommuni cati
onskill
ssetbyt hecl ienttoef fect
ivel
yr esol
v ecust omers’issuesandgai n
customer ’
strust,conf
idenceandl oyal
ty.Assuch,t hi
sprocessout l
i
nesast r
ictpol
icyforqual i
tyviolat
ionsandmor esevere
tr
ansgressionsthatwoul dimpactthecust omerexperi
enceandprogram performance.

Theseguidel
inesensur
ethatcoachingand/ormor
esev
erecor
rect
iveact
ionwi
l
lbeser
vedpr
ompt
lyt
oempl
oyeest
oel
i
minat
e
fur
theri
nstancesofnon-
compliantbehavi
or.

1. Scope

Thi
spr
ocedur
eshal
lappl
ytoal
lAl
ori
caEmpl
oyeesunderT-
Mobi
l
eAccount
.

2. I
mpl
ement
ingGui
del
ines

1. Per
formanceI mpr ovementManager /Quali
tyManagert
oroll
outthepr
ocesstot
hef
oll
owi
ngleader
s:
a. Si teDi r
ector
b. Seni orOper ati
onManager
c. Oper ati
onsManager s
d. Team Manager s
e. Tr ainingManager /Superv i
sor
f. Tr ainers
g. Qual i
tyManager /
Super visors/
Special
i
sts
2. Cer
ti
fi
edl eaderswi l
lthenr ollouttheprocesstotheagent
sandhav et
hem si
gnt
heNCBProcessGui
del
i
neDocument
asaform ofacknowl edgmentoft heprocess
3. Theprocesswi llt
akepl aceont heidenti
fi
edimplement
ati
ondate
 Non-Compl
iantBehav
ior Rev
isi
onNo.
:2

(
NCB)Guideli
nes I
ssueNo.
:1

Alori
caTeleser
vices,I
nc. OPERATI
ONSPOLI
CIES Ef
fect
ivi
tyDate:
Oct
ober1,
Alori
caAsia(ROHQ)Lt d. 2018
Al
oricaCl
arkPhil
ippinesInc. ANDPROCEDURES

4.Rol
esandResponsi
bil
it
ies

4.
1 Qual
it
yTeam andCust
omerExper
ienceTeam

TheQual
it
yAssuranceAssoci
ateorCustomerExper
ienceAssoci
ateassi
gnedt
oar
epr
esent
ati
vei
sresponsi
blei
ndoi
ng
compl
i
anceaudi
tsonanymet r
icsi
mpact
ingsi
te/LOBperfor
mancesuchas:

 2.
0Obser
vat
ions

 Un-
Car
ri
erPer
spect
iveSur
vey

 Add-
A-Li
neSal
es

 Cr
edi
ts&Adj
ust
mentAudi
t

 i
OCR/
FCRAudi
t

 Cl
i
entEscal
atedCal
lRequest

 Anyt
ypeofaudi
timpact
ingcompl
i
anceandcust
omerexper
ience(
Int
ernal
andCl
i
entI
nit
iat
ed)

Afterr evi
ewing t
hecal l
,theAssoci ateswi l
lfor
wardt heI nci
dentReporttothedirectSupervi
sorand Managerofthe
representati
veforrev
iew.TheDirector,SeniorManager,andPerfor
manceImprovementManager/Qual
it
yManagershoul
dbe
copiedf oranyNCBv i
olat
ions(
kindlyrefertoPartI
Ioftheprocessfort
hetype/sev
eri
tyanddefi
nit
ionofvi
olat
ions)
.

Forinst
ancesofFraudul
entactivi
ti
esori ncident
st hatcanhavepotent
ialri
sktoT-Mobil
e,Al
ori
caEmpl oyeesunderT-Mobile
Account,asset
sandprotectedDataidentif
iedthroughtheaudi
ts,i
tistheAssociat
es’r
esponsi
bil
i
tytoreportthesaidinci
dent
totheCust omerSol
uti
onsManageroft hesi t
eforf i
li
ngeit
herthr
ought heFraudRouti
ngForm orEl
ectronicInci
dentReport
underDocumentNumber :420688.

Anyty
peofNCBv i
olati
onobserv
edoncallsbei
ngaudi
tedwil
lbesentt
hroughaconsol
i
dat
edr
epor
t.Al
lvi
olat
ionsdeemed
val
i
dwill
bepl
acedi
nt heNCBtrackerf
oranal
ysi
sandtr
acki
ngpur
poses.

4.
2 Qual
it
yAssur
anceSuper
visor
/Cust
omerExper
ienceSuper
visor

Responsi bl
einkeepingt
rackoftheNCBpr ocessandanypendi
ng/open/
closedNCBcases.Also,he/
shewi
l
lber esponsi
ble
for providing f
oll
ow up with open/
pending cases bi-
monthl
yt ot he management t
eam.The Qual i
ty Assurance
Supervisor/Cust
omerExperi
enceSuper
visormayal sotakepar
tintheinvesti
gat
ionandservi
ngofdueprocesswhenev er
necessary .
 Non-Compl
iantBehav
ior Rev
isi
onNo.
:2

(
NCB)Guideli
nes I
ssueNo.
:1

Alori
caTeleser
vices,I
nc. OPERATI
ONSPOLI
CIES Ef
fect
ivi
tyDate:
Oct
ober1,
Alori
caAsia(ROHQ)Lt d. 2018
Al
oricaCl
arkPhil
ippinesInc. ANDPROCEDURES

4.
3 Qual
it
yManager
/Per
for
manceI
mpr
ovementManager

Responsibl
eofkeepi ngt
rackoftheNCB processtogetherwit
ht heQual
i
tyAssuranceSuper
visor
/CustomerExper
ience
Supervi
sor.Inaddi
ti
ontothi
s,he/
shei
sresponsibl
eforsendingarepor
tmonthl
yforanypendi
ng/open/
closedcasest
ot he
l
eadershipteam.

4.
4 Team Manager
/Coach

Responsi
bleinreviewinganyNCBcase/ sandincidentrepor
tfrom theQuali
tyTeam wher
einhis/herdir
ectrepresentat
iveis
bei
ngal l
eged.TheTeam Managerwi llf
oll
ow properduepr ocessi nserv
ingthecoachi
ngand/orpr ogressi
vedi sci
pli
nary
acti
onafterreviewingthecase/
s,includi
ngcalll i
steni
ng,admi ni
str
ati
veheari
ngforcaseslev el
s3v i
olati
ons.TheTeam
Managerwi l
lthensubmi taconf
irmationtotheQual it
ySupervisor
/Manageroncethecase/si s/areclosedandal lproper
documentati
onsar esi
gnedbytherepresent
ati
ve.

TheTeam Manageri
salsoresponsi
bleforaudi
ti
ngCredi
tsandAdj
ustmentsperformedbytherepandensurest
hati
t
i
sincompl i
ancewitht
hepolicy
.TheTeam Managerwi l
lbesendingaconsol
idat
edr eportofanyvi
olat
ionobser
vedtothe
Quali
tyAssur
anceSuperv
isor
/Cust
omerExper i
enceSupervi
sorandQual
it
yManager /
Per f
ormanceImprovementManagerf
or
t
racki
ngpurposes.

4.
5 Oper
ati
onsManager

Obli
gedt orevi
ewt oget
herwithhi s/herdi
rectTeam Manageral lLevel3NCBcasesr eceivedfr
om theQual
ityTeam.He/She
i
sal sor equi
redtobewi t
ht heTeam Manageral lthroughoutt heduepr ocessuntilcorr
ecti
veacti
oni sser v
edtot he
representati
ve.TheOperati
onsManageri salsoresponsibleinf i
li
ngadi sput
etot heQual
ityTeam.He/Sheisalsoexpectedto
dof ol l
ow uponhi s/herdirectTeam Manager /swi t
hpendi ng/opencases.I ftheTeam Manageri snotablet ocl
oseall
pendi ngandopencasesont hesetduedat e,theOper at
ionsManageri sresponsibl
et oholdthem accountabl
ethrough
progr essi
vedisci
pli
naryact
ionf orfai
li
ngtoadheret otheNCBpr ocess.

4.
6 Seni
orManager

Responsibl
eofdoi
ngfoll
owupwit
hthei
rdir
ectOper
ati
onsManagerstoensuret
hatall
casesi nhi
s/herclust
erar
ebei
ngdealt
wit
haccor di
ngl
yandinat i
mel
ymanner
.Ift
heOperati
onsManagerisnotabl
etocloseallpendi
ngandopencasesont heset
duedate,theSeni
orManagerisr
esponsi
bletohol
dthem account
ablethr
oughprogressi
vedisci
pli
naryacti
onforf
ail
ingto
adheretotheNCBprocess.

4.
7 Cust
omerSol
uti
onsManager
 Non-Compl
iantBehav
ior Rev
isi
onNo.
:2

(
NCB)Guideli
nes I
ssueNo.
:1

Alori
caTeleser
vices,I
nc. OPERATI
ONSPOLI
CIES Ef
fect
ivi
tyDate:
Oct
ober1,
Alori
caAsia(ROHQ)Lt d. 2018
Al
oricaCl
arkPhil
ippinesInc. ANDPROCEDURES

Forinst
ancesofFr audulentacti
vi
tiesorincident
st hatcanhavepot
enti
alr
isktoT-Mobile,Al
ori
caEmpl oy
eesunderT-Mobil
e
Account,assetsandprotectedDat aident
if
iedthroughtheaudit
sperf
ormedbytheQual i
tyTeam, i
tistheCust
omerSolut
ions
Manager’sresponsibi
l
itytofil
eeitheraFraudRout ingForm oranEl
ectr
oni
cIncidentReportasguidedbytheT-Mobi
lePoli
cy
underDocumentNumber :420688.

Aft
erfi
li
ngthei
nci
dent
,iti
stheCust
omerSolut
ionsManager
’sresponsi
bil
i
tyt osendt
het
icketnumbert
oSPM I
nci
dent
Repor
ti
ng<SPMI
nci
dent
Report
s@t
-mobi
le.
com>toprov
ideanot
iceofthesai
dr epor
t.

5.NCBSev
eri
tyDef
ini
ti
onsandVi
olat
ions

Sev
eri
tyDef
ini
ti
ons

Qual
it
yVi
olat
ion,
Lev
el1 Acti
ont hati
sconsi
deredt
obedel i
berate/
sever
ev i
olat
ionof
poli
cyandcandirect
lyaf
fectthecustomerdur
ingthecall
.
Requir
esi mmedi
atedocumentedcoachingand/orcorr
ecti
ve
acti
on

Vi
olat
ions:

1.
1UseofVer
nacul
ar Theagentishear
dusingt
hever
nacularbefore,
duri
ng,oraft
erthe
conv
ersat
ionwithcust
omeront
heline.(VoiceandChat/Messagi
ng)

BusinessImpact :Theuseofv ernacular(nonstandardlanguageor

dial
ectbesidesEngl ish)causeslanguagebar ri
er swhichgreatl
y
i
mpact scustomerser vi
ceandexper ience.Ifanagenti scaughtut
ter
ing
vernacul
aront her ecordi
ng,mayi tbedi r
ectori ndir
ecttothecust
omer,
i
tmi ghtconfuset hem andcoul dleadt odiscr
edi t
ableimpressi
ontoour
 Non-Compl
iantBehav
ior Rev
isi
onNo.
:2

(
NCB)Guideli
nes I
ssueNo.
:1

Alori
caTeleser
vices,I
nc. OPERATI
ONSPOLI
CIES Ef
fect
ivi
tyDate:
Oct
ober1,
Alori
caAsia(ROHQ)Lt d. 2018
Al
oricaCl
arkPhil
ippinesInc. ANDPROCEDURES

ser
vice.

Sev
eri
tyDef
ini
ti
ons

Qual
it
yVi
olat
ion,
Lev
el2 Act
iont
hatisconsi
der
edtobeadel iber
ateandsever
ev i
olati
on
ofapol
icyorpr
ocessoranindel
iberat
eacti
onthathasviolat
ed
apr
ocessthati
sconsider
edcr i
ti
calt
obusinessneeds.

Vi
olat
ions

2.
1AccountVer
if
icat
ion Theagentf
ail
edtoobservet
hever
if
icat
ionprocessout
li
nedi
nTheC2
Pol
icy(
Veri
fi
cati
onProcedur
ebyAccountType)

BusinessImpact :"Securitybreachisanincidentinwhichsensit
ive,
pr
otectedorconf identialdataiscopied,t
ransmitted,vi
ewed,st
olen
bypassingtheinstit
ut i
on'sunderly
ingsecuritymechanisms".
Customer str
ustusf ai
thfull
ythemomentt heycreatethei
raccounts,
pl
aceor ders,
andpr ovidepersonalinfor
mat i
on.Asi ngl
eint
rusi
onand
 Non-Compl
iantBehav
ior Rev
isi
onNo.
:2

(
NCB)Guideli
nes I
ssueNo.
:1

Alori
caTeleser
vices,I
nc. OPERATI
ONSPOLI
CIES Ef
fect
ivi
tyDate:
Oct
ober1,
Alori
caAsia(ROHQ)Lt d. 2018
Al
oricaCl
arkPhil
ippinesInc. ANDPROCEDURES

unauthorizedusageofthei
rinf
ormati
onf orourownbenef i
tcan
absolut
elyaf f
ectthetr
ustanddamaget her eput
ati
onofT-Mobil
e.I
tis
i
mper ativ
et hatwefoll
owtheaccountverif
icati
onprocedur
esas
warrantedint hepol
icy
.

2.
2Limi
ted/I
ncompl
ete/
Inaccur
ate Theagenti nsuf fi
cientlydocument edwhatt r
anspir
edont hecall or
I
nfor
mati
ontoNoDocumentat
ion conversati
on, includingbutnotl imitedt ocauseoft heissue, err
or
messages, necessar yv i
sual audit,steps, cal
lbackdetails,andot her
perti
nentdetai l
st hatmaybeusedf orf ut
urerefer
encebyt henextt i
me
thecustomercal lsbackandf ormoni tori
ngandcompl iancepur poses.
Theagentl eftnodocument ationont heaccount(bothf orinboundand
outboundcal ls).Theagentomi t
teddet ai
lsorgaveinaccur ate
i
nformat i
onr egar dingthepr oductspeci f
icat
ions,
costordet ai
lsabout
servi
cesorpr oduct s,andincl udinginf ormati
onandst epst hatar epart
ofresolvi
ngcust omer s’issuesout linedi nC2

Busi nessI mpact:Leavi

nginsuff
ici
entdocument at
ionprevent
susto
hav eaqui ckov er
viewofhowwehel pedthecustomer.Doingso
restrainsthenextagentinimmedi atel
yassisti
ngthecustomer.
Likewi se,i
tpreventsusfrom audit
ingacti
onsmadef orthecustomer
s-
--allactionsthathappenedattheonset ,
duringandattheendofthe
cont act.

2.
3LackofSof
tSki
l
ls Theagentdi
spl
ayedpoorcal
l
-handl
i
ngski
l
lssuchas,
butnotl
i
mit
edt
o:

 fai
l
ingt
oacknowledgeand/
orr
espondt
othecal
l
er'
s
commentsand/
orquesti
ons

 f
ail
i
ngtoacknowledgeand/
orr
espondt
ocal
l
er'
sfr
ust
rat
ion/
l
ackofempathy

 i
nter
rupt
ingt
hecal
leri
nanimpol
i
temannerand/
orwi
thout
apol
ogytogai
ncontr
oloft
hecal
l

 i
nter
rupt
ingt
hecal
lerunnecessar
il
y/t
alki
ngov
erwhi
l
e
cust
omerwassti
ll
speaking

 notaski
ngt
hecal
l
ert
opr
oceedaf
terav
erbal
col
l
isi
on

 speaki
ngwi
thani
mpat
ient
/aut
hor
it
ati
vet
oneofv
oice
 Non-Compl
iantBehav
ior Rev
isi
onNo.
:2

(
NCB)Guideli
nes I
ssueNo.
:1

Alori
caTeleser
vices,I
nc. OPERATI
ONSPOLI
CIES Ef
fect
ivi
tyDate:
Oct
ober1,
Alori
caAsia(ROHQ)Lt d. 2018
Al
oricaCl
arkPhil
ippinesInc. ANDPROCEDURES

 showi
ngimpati
encet
hroughstat
ementsl
ike"Justl
i
kewhat
I'
vej
ustt
oldyou""
Agai
n,thi
siswhatyouneedtodo",et
c.

BusinessImpact :"Softskil
l
s"refertodisti
ncti
vequaliti
esthatenabl e
someonet ointeracteffecti
velywithotherpeople.Basicskil
l
s
demonstrati
oni sv i
taltosuccessfull
yaccompl i
shacont actlikesimply
sayi
ng" t
hanky ou"or" Iapologi
ze"ormaki nguseofpl easantrieswhil
e
havi
ngaconv ersationwithcustomers.Inabil
i
tytodemonst rat ethese
basi
cskill
simpact scustomerexper i
enceast heymayper ceiv eagents
asrudeorimpol ite.Wecaneasi lybemi sunderstoodinourmannerof
tal
ki
nganddel i
ver i
ngourmessage.Hence, weshoul dbecar ef ul
on
howwesoundandchooset hewor dsweusei nt al
ki
ngt oour
customers.

2.
4Tool
UsageandNav
igat
ion Theagentf ai
ledt ousepr opert ool
sprovi
dedbyT- Mobi l
ewhi ch
i
ncludesbutnotl i
mitedt oAtlas,Samson,C2,Remedy ,GrandCent r
al
andot herr
esour cestor esol
vecust omer’
sissuesandconcer nsina
ti
melymanner .Theagentf ail
edt odothevisualauditandpr obing
accordingl
ytor esolv
et hetruer easoncust
omeri scall
ing/i
nqui ri
ng
about.Theagentdi dnotat temptt oproact
ivel
yoffersalesorf eatures
wheni twasnecessar y
/appr opriat
einthecall
/chatduet olackof
vi
sual audi
t.

Theagentplacedthecal
l
eronhol
dforunnecessar
yreasonssuchas,
butnotl
imit
edt o:

 Placi
ngnot
esonadi
ff
erentaccountt
hecust
omeri
scal
l
ingi
n
about

 Checkingot
hertool
sorresour
cesthatarenotrel
atedtot
he
customersconcer
norarenotneeded/necessar
ytoresol
ve
thecustomer’
sconcer
n

 Applyi
fcustomerisnotaskedtoholdorplacedonhol
d
wit
houtbeingwarnedbeforehand.Appl
yifthecust
omeri
s
notgiv
enanexplanati
onofwhyt heholdi
snecessary

 Applyi
fcustomerisl
eftonhol
df orover2minut
esandisnot
warnedthatthei
rwai
tmaybel ongert
hanusualasi
ndicat
ed
i
ntheC2documentf orHoldandMut eCall
s
 Non-Compl
iantBehav
ior Rev
isi
onNo.
:2

(
NCB)Guideli
nes I
ssueNo.
:1

Alori
caTeleser
vices,I
nc. OPERATI
ONSPOLI
CIES Ef
fect
ivi
tyDate:
Oct
ober1,
Alori
caAsia(ROHQ)Lt d. 2018
Al
oricaCl
arkPhil
ippinesInc. ANDPROCEDURES

Busi nessI mpact:Wehav etobeef f

ici
entenought opayapr ompt
attentiontoeachandev er
ycust omer '
sconcer naswev aluet heirti
me
andef f
ort.Anyactofi neffi
ciency,suchuspl acingacust omeri nan
excessi vehold,pr ol
ongeddeadai rormut e,ornotactiv
elylistening
causi ngthecust omert orepeathi m/herself
, needstobeaddr essed.
Thisr esultstoi
nconv eniencet ocustomer sasweconsumemuchof
theirtimeandef f ort,whichmayl eadtonegat i
vecustomerexper ience.
Mor eov er,t
hisprev entsust of ul
fil
lourservicelevel
sandi mpr ove
occupancy .

2.
5Tr
ansf
erPr
ocess Theagenttr
ansfer
redthecust
omerorcompl etedacol dtr
ansferwhen
awarmt r
ansferi
srequir
edordidnotsetthecorrectexpect
ati
onswith
thecust
omerandf ai
l
edt of
oll
owthepolicyasseti nthedocumentin
C2.

BusinessI mpact :"Cold"tr

ansfertakesplacewhenanagentt ransfers
thecont actwithoutintroduci
ngt hecustomer,pr
ovidi
ngt hegistofthe
concer nandof feri
ngot herhel
pf uli
nfor
mat i
ontothetransfer
ring
agent .Coldtr
ansf erisdoasdi rect
edbyC2sameaswi thwar m
transfer.Notfollowingtheprocesswoul dleadtoimpactont he
customerexper i
enceasi twill
resulttocustomer'
seffortbyrepeati
ng
him/ hersel
fagai n.

2.
6Cal
lBackCompl
i
ance Theagentdidnotcreat
eaf ol
l
ow-upwhenneeded,setsupacall
back
outsi
detheacceptabl
ehours,set
supacallbackwithani
naccur
ate
ti
me.Fail
stofoll
owguideli
nesforcal
lbackasindi
catedi
nthe
CustomerCommi tmentsandFoll
owUpi nC2.

Vali
dCall
backReasons: Addi t
ionalresear chisrequiredtor esolv
e
missi
ngcredit
s,bi
l
li
ngpr oblems, ordev icereturns,Compl exissues
thatr
equi
remor et
imet or esearchthancust omer sarewil
lingt ospend
ontheli
ne,Knownissuest hatdelayr esoluti
on, Anotherdepar t
ment
needstobeengagedforr esoluti
on,You' redirectedtodosobypol i
cy

Inval
idCallbackReasons:Unveri
fi
edCust omer s,
Customer shaveself-
helpoptionsavai
labl
eonMyT- Mobil
e,theT-Mobi l
eapp, orother
resources,Completi
ngsalesoffeat
ures,plans,oradd-onactivat
ion
unlessspecifi
cal
lydir
ectedbypoli
cy,Managi ngyourmet ri
cs(suchas
schedulingfol
lowupf orl
aterj
usttokeepy ourFCRl ow),unnecessary
ext
ensi
onofSLAi
nsi
tuat
ionst
hatcanbecompl
etedi
mmedi
atel
y,
 Non-Compl
iantBehav
ior Rev
isi
onNo.
:2

(
NCB)Guideli
nes I
ssueNo.
:1

Alori
caTeleser
vices,I
nc. OPERATI
ONSPOLI
CIES Ef
fect
ivi
tyDate:
Oct
ober1,
Alori
caAsia(ROHQ)Lt d. 2018
Al
oricaCl
arkPhil
ippinesInc. ANDPROCEDURES

Confir
mi ngsystemseffect
ivelyandaccurat
elyprocessedt r
ansact
ions
(suchasaccountchanges, credit
s,et
c.)
,Proact
ivel
yof f
eringtocal
l
customer sbackifthei
rcal
lsdr opwhi
leyou’r
etalki
ngt othem –This
makesi tsoundl i
keournet
wor kisful
lofdroppedcalls

Fai
ledt
ofoll
owpoli
cyforDr
opped,Garbl
edandDeadAi
rCal
l
sand
cal
l
edcustomerbackwhennotneeded.

BusinessI mpact:Of f
eringCall
backwi t
houtadheringtopr oper
gui
del i
nesmaycr eatecompr omisi
ngout comet oourbusi ness.We
hel
pcust omer sthroughpr opereducati
on,promotingself-helpoptions;
off
eringcallbackshoul donlybeofferedifther
eisadi reneedt odoso
andifitisguidedbyv al
idreasonsforcall
back.Ourclientshav e
ent
rustedust heauthorityt
omaket hebestdeci si
onwi thfull
di
scretion.Therefore,wear eli
abl
eandaccount ableforall concessions
i
ssued.

2.
7Cr
edi
tandAdj
ust
mentCompl
i
ance Theagentpr ocessedaninvali
dadjustmenti
ncludi
ngbutnotli
mitedto
usingtheincorr
ectadjustmentcodeand/oramount ;
didnotprocess
theadjust
mentusi ngthecorrectadj
ustmentcodelevel
(Char
georBAN
l
evel);
andpr oacti
vel
yof f
eredacreditf
ornovalidr
easonatall
.

BusinessImpact:Proacti
vel
yofferi
ngcredi
tswithoutr
easoncan
i
mpactT- Mobil
e’
sr evenueaswear egivi
ngawaymoneywi thout
thi
nkingofthei
mpactt othebusiness.Moreover,i
tismostimportant
toeducatethecustomerinsteadofoffer
ingband-ai
dsolut
ions.Weare
nothelpi
ngthecustomeri fwerefusetoeducate.

Sev
eri
tyDef
ini
ti
ons

Qual
it
yVi
olat
ion,
Lev
el3 Acti
onthatisconsider
edtobeadel i
berat
eandmostsev ere
vi
olat
ionofapolicyorprocessoranon-del
iber
ateact
ionthat
hasviol
atedaprocessthatisconsi
deredcri
ti
calt
obusiness
needs.
 Non-Compl
iantBehav
ior Rev
isi
onNo.
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(
NCB)Guideli
nes I
ssueNo.
:1

Alori
caTeleser
vices,I
nc. OPERATI
ONSPOLI
CIES Ef
fect
ivi
tyDate:
Oct
ober1,
Alori
caAsia(ROHQ)Lt d. 2018
Al
oricaCl
arkPhil
ippinesInc. ANDPROCEDURES

Vi
olat
ions:

3.
1Fal
seDocument
ati
on Agentfal
sel
ydocumentedwhatoccur r
edduri
ngacal l
/conversati
on.
I
ncludi
ngbutnotli
mitedtotr
oubleshooti
ngst
eps,issues,t
ool usage,
SRREPs/TM appr
ovals,
call
disconnects,
andotherdetai
lsthatdidnot
tr
anspi
reonthecall
/conver
sati
on.

BusinessI mpact :Document ingany thingt hatdi dnothappenont he

contact,l
ikedenot ingt henameoft hesuper vi
sorev enwi thouthi s/her
consent,spell
ingoutbi tsofinf ormat ionwhi char enotpr ovided,
descri
bingact i
onst akent hatnev ermat eriali
zedar egui l
tyof
commi tt
ingthisv iolation.Thi sact ionmayl eadt oconf usionast hi si
s
supposedt obewher enextagentr esear chesf oreasyaccessoft he
overvi
ewoft hei ssuet ohel pt hecust omeratonce.I ft hecust omer
l
earnsthei naccur acyont hedocument ationdonebyt hepr ev i
ous
agent,i
tmayr esultt ounl ikel
y ,subst andar dcust omerexper ience.The
customermaybedemandedt or epeathi m/ her selfalloveragai n.
Withoutsay i
ngso, i
tmayl eaveunf av orabl eef forttot hem andmay
l
eav enegativemar kt ot heirexper i
ence, ev enwi thall t
hehel poft he
nextreptof i
xt heer rorsdonebyt hepr ev i
ousr ep.Thecust omermay
askalsof oranescal ationoft hi smat ter.Mor eov er,thismayl eadt o
i
naccurateaudi tresul ts, t
hus, affectingt hesi te'sactionpl anst o
i
mpr oveper f
or mance.

3.
2Rel
easeofConf
ident
ial
Inf
ormat
ion Theagentr eleasedT- Mobil
e, Alori
ca,orcust omerconf i
dent i
al
i
nformat ionincl udingbutnotl imitedtodat aaboutcust omer s'useof
tel
ecommuni cat i
onser vi
ces,includingcal ldetailrecords−ser vi
cearea,
cal
ltype, phonenumber s,cityandcount r ycalledort exted, dateand
ti
me, anddur ationofacal lort ext.CPNIal soi ncludesot her
i
nformat iononcust omer s’account s,li
ker atepl an,features,account
charges,andbal ance.PPI( Per sonal I
dentifi
abl eInformat i
on)ar e
i
nformat iont hatcanbeusedt oi denti
fy,cont act,orlocateaper son.T-
Mobi l
epr otectsPI Iinformationassoci atedwi t
hcust omer s'
accounts−i ncludi ngbanki nformat i
on,bi
r t
hdat es,DriverLicense
number s, andSoci al Securi
tynumber s.PIIismaskedont he
veri
fi
cationscr eeni nQui kViewandSamson.Af t
eranaccounti s
veri
fi
ed, PIIisv isiblewi t
hintheaccount

Addi
ti
onalI
nfor
mationtoneverrel
ease:Authori
zedUsernames,
Addr
essesl
ocatedbyapps(ex:Famil
yWhere),Bi
ll
ingaccountnames,
 Non-Compl
iantBehav
ior Rev
isi
onNo.
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(
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nes I
ssueNo.
:1

Alori
caTeleser
vices,I
nc. OPERATI
ONSPOLI
CIES Ef
fect
ivi
tyDate:
Oct
ober1,
Alori
caAsia(ROHQ)Lt d. 2018
Al
oricaCl
arkPhil
ippinesInc. ANDPROCEDURES

Bill
ing/shippingaddr ess&anyot heraddr essesonaccount( maybe
conf ir
medaf t
erv erifiedcust omer spr ov i
def ir
st),Birthdates,
Blackber r
yPI N, Busi nessTaxI Ds, Cal l
/ datadet ai
l:phonenumber s,
dates/ t
imes, city/count ryofcalls/texts( Count rycalledallowedf or
fl
aggedhi ghr oami ngusage) ,Callfor war dingphonenumber s,Cont act
nameandnumber s, Creditcardorbankaccountnumber s,Cr edit
class/ r
eferencenumber( Activ
ationsmaypr ovi
der ef.number sto
verifi
edsal esr eps),Deal ercodes, Dr i
v erlicensenumber s,Emai l
addr esses( dev i
ce&appI Dscanbeconf i
rmedwi t
hy es/
no) ,IP
addr esses,Lastdat e/ t
imeofphoneuse( anyt ypeofphoneusage) ,
Maxi mum Pot ential EquipmentCr edit( MPEC) ,Cust omer
PIN/ Passcodes, SIM car dnumber s( SIM number sal l
owedf orv eri
fi
ed
Busi ness/Gov .cust omer s),Social Secur it
yNumber s,Usernames

Busi nessImpact :"Secur i

tybr eachisani ncidenti nwhi chsensi ti
ve,
protectedorconf ident i
aldat aiscopi ed,transmi tted,viewed, stol
en
bypassi ngtheinstit
ut i
on'sunder l
yi
ngsecur itymechani sms" .
Cust omer str
ustusf ait
hfullythemomentt heycr eatetheiraccount s,
placeor ders,
andpr ov i
deper sonal i
nf ormat i
on.Asi ngleintrusi
onand
unaut hori
zedusageoft heirinformat i
onf orourownbenef itcan
absol ut
elyaffectthet rustanddamaget her eputat i
onofT- Mobi l
e.
Internall
y,welaidact ionsinor dert opr eventt hesecases, i
ncluding"No
toshar ingpasswor ds"and" 100%pr ov i
sionofpr oximitybadges"t o
shieldourcust omer s'informat i
onf rom anyunwant edi ncidents.
Any onewhowoul dcommi tact ionsjeopar dizingourcust omer '
s
i
nf ormat i
onmaybesubj ect edtosanct i
onsi naduepr ocess.

3.
3Cal
lAv
oidance Theagentdi sconnect edont heAVAYAsi detoavoidt hecall
/interacti
on
wi t
ht hecl ientthisi ncludesbuti snotlimitedtocli
ckingont her elease
but toni nAVAYA, usingkey boar dcommandst oreleasecalls,
mani pulati
ngAVAYAt onotaccepti ncomi ngcall
s.Theagentpl aced
thecal lonhol dsol ongt hecust omerdisconnected, t
heagentused
deliber atesilencewhi chcausedt hecustomert odisconnect ,
theagent
transf erredacal l
backt othequeuet hatheorshei sr equi
redand
trainedt ohandl e,theagentf ailedtoacknowl edget hecustomeratt he
begi nningoft hecal l(i
ft hecust omerdisconnectsbef ore30seconds) .
Ignor ing/notaccept ingacal lf
rom t hequeue, j
umpi ngfrom oneAUX
codet oanot herwi thoutpermissi onfrom RTAordi rectsuperv i
sor.Any
act sofv ol
unt eeri
nganescal ationasameanst oav oidhandlingthe
i
nt eract i
on.Ref erri
ngt hecust omert oat hir
dpartyoranot her
 Non-Compl
iantBehav
ior Rev
isi
onNo.
:2

(
NCB)Guideli
nes I
ssueNo.
:1

Alori
caTeleser
vices,I
nc. OPERATI
ONSPOLI
CIES Ef
fect
ivi
tyDate:
Oct
ober1,
Alori
caAsia(ROHQ)Lt d. 2018
Al
oricaCl
arkPhil
ippinesInc. ANDPROCEDURES

departmentwithoutf i
rstveri
fyingifthecust omer ’
si ssuecanbe
resolvedbythedepar tmentt heagenti strained,unlesst hetransfer
wasspeci fi
cal
lyrequest edbythecust omer .Anyactofcal l r
iding
wher eintheagentmadenoat temptt ogai nar esponsef rom t he
customerwhent heyhav enotdi sconnectedt hecallattheendoft he
i
nt er
actionandmadenoat t
emptt ocontactasuper v i
sorforcal l
disconnecti
onort heagentr emai nedont hel ineafterthecal lhasbeen
transfer
redtoanot herdepartmentand/orescal atedt othesuper visor
ormanager .CSRt ransfersthecal lt
oanot herdepar tmentwi t
hout
setti
ngexpectati
onst ot hecust omerthatt hecal lwillbetransferr
ed
andwhi chdepartmenti twil
l bet r
ansferr
edt o.

Messagingagent
sclosedt heconver
sat
ionwit
houtanattemptto
resol
vethei
ssue.Thesy st
em automati
call
ycl
osedtheconver
sati
on
sincet
herei
snor esponsecomi ngfr
om themessagi
ngagent.

BusinessImpact :Takingcall
soranswer i
nganyoftheaccount's
supporti
ngchannel (i
.e.Messaging,ChatandSocial
)isoneofourmai n
duti
es.Deliber atelyneglecti
ngthistasknegat
ivel
yimpactsour
customers, asi tstopsusf rom ful
fi
ll
ingourpr
imaryobject
ive,
andthat
i
st oofferhel ptot hem.Al so,t
hismayaf f
ectourbusi
nessperformance
andunder mi neourcapaci tyt
omeetexpect at
ions.
 Non-Compl
iantBehav
ior Rev
isi
onNo.
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(
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nes I
ssueNo.
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Alori
caTeleser
vices,I
nc. OPERATI
ONSPOLI
CIES Ef
fect
ivi
tyDate:
Oct
ober1,
Alori
caAsia(ROHQ)Lt d. 2018
Al
oricaCl
arkPhil
ippinesInc. ANDPROCEDURES

3.
4Fr
aud Theagentpar ticipat edi nanyki ndoff raudul entact iv
ity,i
ncludingbut
notl imitedt o: Credi tCar dt hef tormi suse, Unaut hori
zedCr edit
adjust ment stocl ientorcust omer s’account st obenef itone’ssel fora
per sonal relation.Unaut hor izedst ackingofadj ustment sandnon-
appr ov alofsuper visorandmanagerofanyadj ustment shighert han
theaut horizedl imi t.Ident i
tyt heft.Mi susedofcl i
entsystemst hat
benef i
tacust omerbey ondst andar ddi rect ionsf r
om thecl i
ent.
Dest ruction, remov al ori nappr opriateuseofr ecor ds,furni
ture, f
ixtures
andequi pment .Pr ov i
dedi nf ormat i
ont oacust omerorcl i
entt hat
woul dassi stthem i ncommi t t
inganyt y peoff raudagai nstany
companyori ndi vidual .Adv isecust omerofapossi bl
esur veythatmay
i
nf l
uencehowt hecust omerwoul dbepr ov idingf eedbackorscor eto
theagent .Thi si ncludesst at ement sorphr asesi nthecallthatwoul d
hintt hecust omerofapossi bl esur vey.I nfluencehowt hecust omer
woul dbepr ov i
dingf eedbackorscor et ot heagentbycal li
ngt hem back
especi allyifnotwar rant edbyt heQui ckResponsepr ocess.Thi scov er
s
anyconv ersationt hatwoul dr esulti nmeasur ingt hecustomer ’s
satisfactionl ev el.Notf oll
owi ngt hecor rectpr ocessindoi nglive
obser v
ationsasnot edi nC2t hatwoul dcauset hecalltobecor r
upt ed
andnotcapt uredbyei therT- Mobi l
eorAl oricasy stem andwoul d
direct l
yimpactt hecal l
’sel igibilit
yt obesur vey edorcount edonkey
per formancei ndicat or s.Anyot heract /sl eadi ngt oany
benef i
t/i
ncent i
vegai nedbyt heempl oy ee.

Busi nessI mpact :Fraudisanyactanyact ,

omi ssi
on,orconcealment
whi chinv olv
esabr eachoflegal duty,t
rust,orconfi
dencejustl
y
reposedandi sinjuri
oustoanot her.TheCompanyhaszer otol
erance
forf r
audul entordi shonestacti
viti
es.TheCompanyr ecognizesthe
responsi bil
itytoidentif
yandpr ompt lyi
nv esti
gateanypossibil
i
tyof
fraudulentact ivi
ti
es.Empl oyeesmustav oidfraudandwor ktomai nt
ain
thehi ghestbusi nesset hi
csstandar ds.

3.
5Di
spar
agi
ngComment
s Theagentmadeanydi sparagingcomment sregar
dingT-Mobi
l
eort
hei
r
product
s,othercompaniesortheirpr
oducts,Al
ori
caorthei
r
product
s/servi
ces,
othercenters,
orotheragents.

BusinessImpact
:Agentsar ef
orbi
ddentomakedisparagi
ngor
i
nappropriat
ecomment sjustf
orthesakeofbui
ldi
ngrapportorat
somepoi nt,
mereexcuses.Thesecomment smayhurtthereput
ati
on
ofthecompany,theaccountandallpot
enti
alr
angeitmayreachand
 Non-Compl
iantBehav
ior Rev
isi
onNo.
:2

(
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nes I
ssueNo.
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Alori
caTeleser
vices,I
nc. OPERATI
ONSPOLI
CIES Ef
fect
ivi
tyDate:
Oct
ober1,
Alori
caAsia(ROHQ)Lt d. 2018
Al
oricaCl
arkPhil
ippinesInc. ANDPROCEDURES

mayshapecust
omer '
spercept
iont
owardsourbusi
ness.Theref
ore,
agent
sshoul
dbemi ndful
enoughwithever
ywordtheyutt
er,andthey
shoul
dthi
nkaboutt
hem beforesay
inganyt
hing.

3.
6Cust
omerMi
str
eat Theagentdi splay edr udeandunpr ofessi onal behav i
ort owar dst he
cust omer .Agentusedpr of ani tyandunpr of essi onal toneofv oice
towar dst hecust omerl eadi ngt ocust omerdi ssat i
sf actionand
agitat i
on.Agentmadesexual adv ancest owar dsacust omer .Agent
usedcust omeri nfor mat iont omakedi rectori ndirectcont actwi tht he
cust omerwhennotatwor k.Agentr emov edcust omeri nfor mat ion
from companypr emi ses.Agentusedanycust omeri nfor mat ionf or
any thingot herthanappr ov edwor k- r
elat edact ivi
ties.( Thi sincl udesbut
i
snotl imi tedt ocust omercont actv i
aI nst antMessengerser vi
ces,
Soci al Net workingwebsi tes, Onl i
neFor ums, emai l
, post al mai lor
telephone, etc.)Agentpr obedt hecust omerf orper sonal informat i
on
whi chi snotneededt ocompl et et roubl eshoot i
ng, maki ngt hecust omer
feel violat ed.Agentusedpr of ani tyatanypoi nti nt hecal lincluding
bef oreandaf t
ert heconv er sat ionwi tht hecust omeront hel inet hisis
alsot oi ncludedocument at ionofanysuchl anguage.Agental somade
degr adi ngcomment saboutt hecust omerst at us, race, orgender .
Ref usal toescal atewhencust omerspeci fical lyr equest edf ora
super visorort ospeakt osomeoneel se.Fai l
ur et ocal lcust omerback
aspr omi sedt hatmayorcanr esul ttoami ssedcommi tmentt ot her ep
andcust omeragr eementori ssueapr omi sedcr edi tasdocument edor
capt ur edi nt hecal lrecor ding.Thi sal socani ncl udepr omi singa
callbackbutagentf ailedt osetupaSamsonf oll
ow- upi fthepr omi seis
bey ond24- hour s.Fai lingt ol eav eav oi cemai lwhenacust omercannot
ber eached.I ncor rect lyremov edandaddedbackf eaturesona
cust omer s’account ,addedorupgr adedcust omer ’
sf eat uresorr ate
planswi thoutcust omer ’
sconsent ,deliber at elymani pulat edt he
cust omer ’
saccountset t
ingwi thoutconsentanddi dnotr emov e
feat uresasr equest edbyt hecust omer .Fai lur et omakei mpor tant
accountchangest hatr esul ti nanegat ivei mpactt ot hecust omer .This
appl ieswhent her eisanaccounti mpactsuchaspr omi set ocancel ,
appl yacr editorpr ocessar at epl anchangeorpay mentar rangement ;
it
doesnotappl ytosi tuat i
onssuchasnotsendi ngane- mai l as
promi sed.Fai l
edt odi scl
osemi grat i
onf ee, pr ocessi ngf ees,
conv eniencef eesoranyt ypeoff eest hatwoul dimpactt hecust omer ’
s
billwhet herchangei smadeont hecal lornot .Ref usal toEscal ate,
 Non-Compl
iantBehav
ior Rev
isi
onNo.
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nes I
ssueNo.
:1

Alori
caTeleser
vices,I
nc. OPERATI
ONSPOLI
CIES Ef
fect
ivi
tyDate:
Oct
ober1,
Alori
caAsia(ROHQ)Lt d. 2018
Al
oricaCl
arkPhil
ippinesInc. ANDPROCEDURES

cust
omerrequest
stospeakt
oaCoach,
etc.andt
heCSRdoesnot
al
lowthecust
omertodoso.

BusinessI mpact :Weshoul dalway spr acti

cepat i
enceandopt i
mi sm to
allourcust omer s.Under standably,wemayf eelaffectedbyt hewayour
customer si nt er
actwi thus, butweshoul dpr acti
cepr operconduct .
Showi ngr udeness, unprofessional anddi srespectfulbehav i
ort owards
ourcust omer sar enott he" r
ight"attit
udeofacust omerser vi
ce
representat i
v e.Mi str
eatingourcust omer sdoesn'tpossi blycause
obv i
ousef fectnotonl yt oper f
ormance, butcanr esulttoadamagi ng
i
mpactt ot hebusi ness'standi nthemar ket.Treati
ngt hem cr uell
ymay
discouraget hem f rom patronizingourpr oductser vices.They
contri
but et ot hegr owthofourbusi nessandwecan' taffordlosing
them duet oouri nappropriatebehav i
or.Duesanct ionsshal lbe
i
mposeduponcommi tt
ingt hisoffense.

6.Cor
rect
iveAct
ion/DuePr
ocess–Account
abi
li
tyPi
ece

NCBLev
elVi
olat
ion Lev
elofVi
olat
ion Di
sci
pli
nar
yAct
ion

NCBLev
el1 Fi
rstI
nst
ance Coachi
ngLog

SecondI
nst
ance Ver
bal
War
ning

Thi
rdI
nst
ance Wr
it
tenWar
ning

Four
thI
nst
ance Fi
nal
War
ning

Fi
ft
hInst
ance Ter
minat
ion

NCBLev
el2 Fi
rstI
nst
ance Ver
bal
War
ning

SecondI
nst
ance Wr
it
tenWar
ning
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iantBehav
ior Rev
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onNo.
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Alori
caTeleser
vices,I
nc. OPERATI
ONSPOLI
CIES Ef
fect
ivi
tyDate:
Oct
ober1,
Alori
caAsia(ROHQ)Lt d. 2018
Al
oricaCl
arkPhil
ippinesInc. ANDPROCEDURES

Thi
rdI
nst
ance Fi
nal
War
ning

Four
thI
nst
ance Ter
minat
ion

NCBLev
el3 Fi
rstI
nst
ance Ter
minat
ion

7.Requi
rement
s

Al
lT-
Mobi
l
eempl
oyeesar
erequi
redt
oreadandsi
gnmemost
hati
ncl
udeandmaynotbel
i
mit
edt
othef
oll
owi
ng:

1. UnprofessionalBehavior,
MistreatandCl
ientEscal
ati
onPol
icy
2. OutboundCommuni cat i
onsandCal l
back
3. ProperEscalati
onPr ocedure
4. MissedCommi tmentPr ocess
5. NCBPr ocessDocument
6. NoLi v
eT- Mobil
eLog- ininClassandNoShar i
ngofLog-i
ns
7. CallAvoidance

Al
lmemoswi
l
lbei
ncl
udedi
ntheempl
oyees’
binder
sandsubj
ectt
oaudi
tbymanager
s.

8.Cl
osedLoopPr
ocess

• TheQualit
yTeam wil
lsendaweeklysummaryofallNCBcasesandoverdueit
emsf
ort
heweekandMTDr
unni
ngt
o
theLeadershi
pTeam ofthesi
tei
ncl
udingSuppor
tteam (
Trai
ningandQuali
ty)
.
 

• Thedirectsuperv
isorofther
epr
esent
ativ
ewi l
lconsol
idat
eallviol
ati
onsfi
l
edont heemploy
eefort
heenti
reweeki
n
onecoachi ngl
og/cit
ati
onmemo.Immedi at
ecoachingisrequi
redforal
lvi
olat
ions,
evenwit
hthegi
venti
meframefor
thesubmi ssi
onofcoachingl
og/ci
tat
ionmemos.

– Forlevel
1v iol
ati
ons–super visorhas3cal endardaysfrom thet i
met hefir
stvi
olat
ionwasf il
edtor evi
ew
andf i
l
eadi sputeONLYwhennecessar y
– Vali
dincidentswarrantaCoachi ngl
og( throughsignedUni versalCoachingLog/Acknowl edgedeCFR)
– TheQualityteam i
sr equiredtoreplywithin24hour safterthedi sputehasbeenreceiv
ed.Shoul dthedispute
bedeemedv ali
d,t
het rackerwillbeupdat edbyt heQualit
ySuper vi
sor/
CustomerExperienceSuper v
isors.
– Forlevel
2and3v i
olations–super visor/manageri srequir
edt oi mmediatel
ycompletet hecit
ati
onpr ocess
fr
om thet i
met hei
nci dentreportisreceived
 Non-Compl
iantBehav
ior Rev
isi
onNo.
:2

(
NCB)Guideli
nes I
ssueNo.
:1

Alori
caTeleser
vices,I
nc. OPERATI
ONSPOLI
CIES Ef
fect
ivi
tyDate:
Oct
ober1,
Alori
caAsia(ROHQ)Lt d. 2018
Al
oricaCl
arkPhil
ippinesInc. ANDPROCEDURES

– Supervi
sors/Managersaregivenamaximum of48hourstodisputetheal
legedvi
olat
ionfrom thet
imethe
I
ncidentReporti
srecei
vedfrom theQual
ityTeam;TheQual
it
yt eam i
srequir
edtorepl
ywithin24hoursaft
ert
he
di
sputehasbeenr ecei
ved.Shouldthedi
sputebedeemedval
id, t
hetr
ackerwill
beupdatedbyt heQual
it
y
Supervi
sor.

Vi
olat
ion Di
sput
ePer
iod

Lev
el1 72hour
s

Lev
el2and3 48hour
s

**Note–tur
nar
oundt
imet
oser
vecor
rect
iveact
ionondi
sput
edcasesst
art
sfr
om t
het
imet
hedi
sput
eisv
ali
dat
ed
bytheQual
it
yTeam

• TheQuali
tyManager
/Per
for
manceI
mpr
ovementManagerwi
l
lcoor
dinat
etot
heowni
ngmanageronst
atusofal
l
casest
othesit
e’sl
eader
shi
pteam.

– Forlevel1vi
olat
ions–t hesuper
visormustsendaconfi
rmationt
hatacti
onhasbeentakensothatwemay
updatetheNCBt rackerandcl
oset hecase.
– Forlevel2and3v iol
ati
ons–Themanageri staskedt
oprovideastat
usupdateontheprogr
essofthecase
(t
hisincl
udesissuanceofshowcausememo, adminhear
ingandservi
ngofdeci
sion)
.

• Qual
ityt
eam wi
llsendasummar
yrepor
tofal
lopencasesonabi
-weekl
ybasi
stosi
tel
eader
shi
pforopenand
over
duecases.

• Fai
l
uretocloseanycasesont hesetdeadli
newill
merittoprogr
essi
vedisci
pli
naryact
ionst ar
tingwit
hVerbal
Warni
ng.Thiswillbeservedbytheimmedi at
emanageroft hesuper
visorwhofail
edtocloset hecases.
• Non- Terminabl
eCases–t hesupervi
sori
sgivenupt oamaximum of3weekst ocl osethecasewhich
i
ncludestheissuanceoftheNoticeofDecisi
on
• Ter minableCases–t hesupervi
sorisgi
veupt oamaximum of1Mont htocl
oset hecasewhi chi
ncl
udest
he
i
ssuanceoft heNoticeofDecisi
on

• Intheeventt
hesupervi
sorfai
l
stoclosethecasesint
hegivent
imel
inest
heimmediatemanagershoul
dimmediat
ely
cit
ethesupervi
sorandwill
begivenuptoamaxi mum of2weekst
oservethecor
rect
iveact
ionf
orthenegl
ectwhi
ch
i
ncludestheserv
ingoftheNoti
ceofDecisi
on.

• Pr
ogressi
onProcess–I fanemployeehasanact iv
ecorr
ect
iveacti
onandwasgivenanot
hercaseofthesame
of
fense,t
hel
evelofcorrect
iveact
ionwill
progresstot
henextlevel
• Thi swi l
lappl
ywhent heviol
ati
on/sdel
i
berat
elycommitt
edanddeemedasv al
idar
ei nmult
ipl
e
offenses(2ormor eoff
enses)andhasnegativ
eimpacti
nthebusi
nessandthecustomer.
 Non-Compl
iantBehav
ior Rev
isi
onNo.
:2

(
NCB)Guideli
nes I
ssueNo.
:1

Alori
caTeleser
vices,I
nc. OPERATI
ONSPOLI
CIES Ef
fect
ivi
tyDate:
Oct
ober1,
Alori
caAsia(ROHQ)Lt d. 2018
Al
oricaCl
arkPhil
ippinesInc. ANDPROCEDURES

• Ifmult
iplevi
olationswer ei
denti
fi
edinonecall
,thehighestl
evel
wil
lbefol
lowedandwi ll
beusedas
basi
sforprogr ession.
• Thelevelofcor r
ectiveacti
onwil
lbebasedongat heredfact
sanddataaft
erfur
therinv
estigat
ion
anddeliber
ati
onoccur r
edwi t
htheval
idat
ionofseniormanagementandHRdepar tment.

• Cl
eansi
ngPeri
od–
• VerbalWarning–3Months
• Wr i
tt
enWar ning–6Months
• FinalWar
ning–12Mont hs

Reser
vat
ionCl
ause

• Thecompanyreservestheri
ghtt oamend,rev
ise,
modi f
y,ordev
iat
ef r
om theabov
epr ocedur
esasrequi
redbythe
nat
ureofi
tsbusiness.Anyoft heinf
ormat
ionanddat aonthi
sprocessdocumentissubjectt
ochangewithappr
oval
oft
heseni
orleadershipteam andHRmanagement .

Ef
fect
iveDat
e

Thi
sisef
fect
iveOct
ober1,
2018.

Acknowl
edgedBy Si
gnat
ure Dat
e