March 15, 2019

MR./MS. ____________________
Human Capital Delivery
Teleperformance – Sucat Site

Dear Sir/Madame:

This has reference to your letter dated March 14, 2019. This letter would
serve as my formal reply to the allegations contained therein and as
compliance to your directive to answer allegations based on the Incident
Report submitted by my immediate superior last March 13, 2019.

It was indicated in your letter that it was alleged that I had committed the
following infractions, to wit:

a. That I had violated the account’s Zero Tolerance Policy (ZTP)

by means of call avoidance;

b. That I had been purportedly captured to be putting the Hotel

Owner on hold for an excessive amount of time (more than 8
minutes) which had led to a complaint;

c. That I was caught by QA talking over the customer, giving off

the impression that I was not listening, furthermore, it was also
alleged that I had used vulgar words and the exact verbatim was
“Ang dami ng sinabi”;

Listed hereunder is the chronological list of events that transpired:

1. Last __________, I was the only supervisor on duty. Thus, I alone was
the sole support for all lines of business under the Hotels.com account;

2. One of the agents, __________, approached me and escalated a

call due to the customer’s request to speak to a supervisor;

3. On the said call, it was agreed that I will be sending him an email
relative to his issue. Thus, I had to pull up the needed resources on the agent’s
computer to comply with said request;

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 4. As I was composing the email that was discussed prior, I
inadvertently had pressed the “mute” button on AVAYA, although my intention
was to place the customer on “hold”;

5. Furthermore, as I was the only available supervisor at that time, I

had to juggle other agents’ concerns/inquiries at the same time I was assisting
the customer;

6. The customer had the wrong assumption that I left the conversation
unattended. All the while, I thought that I had placed him on “hold” and that
he understood that the time I spent off the conversation was being spent on the
commitment I had provided pursuant to our conversation;

7. When I got back with the customer, it was apparent that he was
agitated and more so, was verbally abusive. Thus, I was left with no recourse
but to warn him that such behavior will not be tolerated which may lead to
having the call disconnected;

8. The customer then shifted the topic of the conversation and

demanded that an email be sent to him, the contents of which are that I am
being “escalated” by him. Due to the customer’s penchant of getting off topic,
I instead reiterated that he reply to the email I had just sent (relative to his prior
conversation with the agent who initially escalated the call). Soon thereafter,
we mutually ended the conversation;

9. On my own initiative, I raised the customer’s issue with ACCM

__________.

ARGUMENTS AND DISCUSSIONS

First, I vehemently deny that I had violated the Zero Tolerance Policy of
the account by means of call avoidance. A careful perusal of the
chronological narration of facts as indicated in the preceding paragraphs
would disprove and belie any allegation that I had been remiss of my work
duties.

Furthermore, a careful evaluation of the circumstances present at the

time of the incident would clearly show that I performed my work responsibilities
up to the best of my ability despite of the handicap brought about by the lack
of floor support which was present at the time.

Relative thereto, I implore Management to take advantage of the

preventive suspension placed upon me by conducting interviews with parties

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present at the time of the incident. The said endeavor would prove the veracity
and truthfulness of the version of facts as I had enumerated above.

Second, there was no deliberate or willful attempt on my part to place

the customer on “hold” for an extended period of time. Given the situation on
the operations floor at the time of the incident, my actions are guided by my
belief that I had to manage my time by multi-tasking, via alternating my efforts
based on the level of severity and priority of concerns brought to my attention
by the agents on the floor. I sincerely believe that doing so would be the most
efficient way to help the most number of customers in the least amount of time.

Third, I strongly refute that I had directed vulgar words to the client, more
so, I specifically repudiate that the utterance of the words, “Ang dami ng
sinabi!” was directed at the customer. As I had mentioned earlier, I was the only
supervisor on the floor, thus, the utterance of the words mentioned earlier was
directed at another agent. The exact context as to why I had uttered the said
words was to describe to the person whom it was directed as to why I am taking
up too much time on the call.

On a final note, given the abovementioned special and affirmative

defenses, it is a foregone conclusion that there lacks probable cause that the
acts that I had committed as indicated in the Incident Report would merit a
finding of serious misconduct or willful disobedience, fraud or willful breach of
the trust reposed in me by Management.

Thank you for giving the opportunity to air my side relative to this matter
and I look forward to your speedy and favorable action regarding this matter.

Yours truly,

FLORDELIZA BELMONTE

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