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Agent’s name was observed exhibiting behavior(s) on her call that is considered “Non-Negotiable” on February 22, 2008. Tech was giving the instructions on how to go to System Info but the customer was not able to follow. Call ended abruptly and call released tool was able to reflect the VLS details for the said call

Note: the delivery of these reports is carried out according to QA department’s generic IR process (refer to eQMS).

Attachments contain the call evaluation, IR form and recording for your perusal.



QA Specialist – QA Department

Company Name

Company Address

Orchard Rd. Eastwood City Cyberpark,

188 E. Rodríguez Jr. Avenue, Bagumbayan,

Quezon City 1110


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This is just one of the few Incident Reports that I previously sent. My job is to monitor the agent’s calls and make sure that they behave. Unfortunately, some agent’s fail to follow the proper job etiquette, thus an Incident Report which we normally refer to as Non – Negotiable Offense. This would go to the agent’s 201 file, a permanent mark on the agent’s company record. I feel bad for the agent, however, this is a punishment that should prevent them from doing the deed all over again