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Level 1 Violations
100
1.1 Messages - Answering Machine
Associate failed to leave the correct message for a customer on their answering machine or voice mail.
200
1.2 Messages - Third Party
Associate failed to leave the correct message for a third party.
300
1.3 Call Transfers
Associate failed to follow the SPS call transfer procedure to ensure correct and necessary transfers.
400
1.5 Explanation of Servicing Transfer
Explain servicing transfer to customer, including the Good-Bye Letter, Hello Letter and 60-day protection (period of suppressed credit reporting and no late charge assessment).
500
1.9 Call Escalation
Associate failed to escalate the call upon the request of the customer, or the associate failed to escalate a call when they were unfamiliar with how to handle the call or discuss the situation.






Call Center Compliance Violation

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