This is one of the documentations and policies I have created for Quality against Fraud - as the Training & Quality Manager for the said LOB.

1. DIRECTV DS
Red Alert
Policy
Fraud Management Process
Effective June 2010
DIRECTV Direct Sales
The information covered in this policy includes, but not
limited to, creating fraudulent transactions and activities,
misleading customers, creating fraudulent sales, call
avoidance, slamming, cramming, keeping/storing of
VXI Global- QA Dept.
customer’s confidential information and any acts of
SM Cyber2 Jupiter and discourtesy. This policy covers all employees assigned to
Zodiac Sts. Corner DIRECTV, regardless of position, directly or indirectly
Buendia Ave., Makati involved in the transactions and activities.
City Philippines 1226
+ (632)899.2200
Fraud Management
Process

2. VXI Global – DIRECTV Red Alert Policy
Policy Statement
This policy shows the rules and guidelines formulated or adopted by DIRECTV as VXI Global account to
reach its long-term goals. These principles are designed to influence and determine all major decisions
and actions, and all activities take place within the boundaries set by them. The procedures provided are
the specific methods employed to express policies in action in day-to-day operations of the organization.
Together, policies and procedures ensure that a point of view held by the governing body of an
organization is translated into steps that result in an outcome compatible with the view.
Objectives
 To inform DIRECTV – assigned employees
of the QA Red Alert Policy. Red Alert Policies are at par with the VXI- Global Fraud
Management Process and with the most updated DIRECTV Direct
 To apprise DIRECTV – assigned employees Sales Quality Line Item Definitions – [Section 3.0 Standards |
of the corresponding penalties for Legal Compliance]
infractions of the QA Red Alert Policy.
Sanctions are at par with client [DIRECTV] guidelines and
 To prevent and manage integrity-related company COCD | CCC.
incidents and fraudulent transactions.
Implementing Guidelines
1. All DIRECTV – assigned employees will be made aware of the different issues that will fall under the
Red Alert Policy during the Training period (for New Hires) and day/s before implementation for existing
DIRECTV – assigned employees.
2. Any violation of the specified policies shall be subjected to sanction as defined.
3. Management reserves the right to place any employee who violates or is suspected to have
committed any of the specified policies on OTP (Off-the-Phone). Concerned employee shall remain on
Fraud Management Process
standby while awaiting recommendation from concerned departments.
Procedure
1. QA will track the sending of these email Alerts then follow up on them to ensure proper disciplines
are adhered to and in line with the disciplinary structure stated.
2. The specified policies have been determined by DIRECTV and VXI Global to be Red Alert Auto Fails and
the following disciplinary actions are to be followed in the steps laid out.
2.1. The QA Analyst | Verifier will identify a potentially fraudulent transaction or an integrity
related issue.
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3. VXI Global – DIRECTV Red Alert Policy
2.2. The QA2 Analyst will listen to the call for validation.
2.3. A 2nd QA2 Analyst may have to do a re-validation of the call.
2.4. The QA Manager validates the incident and categorizes the case into any of the 8 fraud
buckets.
2.5. The QA Manager enters the incident into the VXI Global Fraud Tracker.
2.6. The QA Manager informs the Team Lead of the concerned Sales Consultant, including the
Group Manager|Shift Manager, HR|LR and Business Leader about the incident. At the same time, the
sales consultant will be advised by either the Team Lead or Workforce to be off the phones while the
case is under investigation.
2.7. The case will be discussed within 24 hours and determines validity with Operations through
a Call Listening session.
2.8. Once validated by both department (Quality Assurance and Operations), a mutual decision
from department managers will be reached regarding the case and it’s sanction. An IR will be issued and
the case will be forwarded to HR|LR for review and processing of necessary documents.
IF BOTH DEPARTMENT MANAGERS DON ’ T AGREE WITH THE CASE AND SANCTIONS , THE CASE WILL BE
ESCALATED TO LEVEL 2 FRAUD COMMITTEE (DIRECTOR LEVEL) AND CASE SHOULD BE AGREED
UPON AND CLOSED OUT . FINAL DECISION AND SUPPORTING DOCUMENTATIONS SHOULD BE FORWARDED
TO HR|LR WITHIN 24 HOURS FROM TIME OF ESCALATION .
3. Quality Assurance, Workforce Management, Operations and Human Resources Department shall
ensure that necessary and pertinent documentation|reports|recordings|et.al. are completed and made
Fraud Management Process
available upon endorsement of the case. In cases of dismissal, HR established guidelines and processes
should be followed.
Administration
Violation of this policy shall merit corresponding disciplinary action as defined under the COCD|CCC
guidelines. The degree of sanction is dependent upon the offense’s classification.
Details of the DIRECTV Red Alert Policy
The Red Alert issue is categorized into any of the 8 fraud buckets set by VXI Global‘s Fraud Management
Process and will be aligned if not mirrored from the DIRECTV Line Item Definition.
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4. Fraud Category 1 – No Proof of Sale
Sanction: Termination of Employment
VXI Global – DIRECTV Red Alert Policy
EXAMPLES ARE BUT NOT LIMITED TO:
 Creating fraudulent sales or found to be of no call/s based on CDR.
 No matching orders found in OOM | OMS, RIO and other DIRECTV – VXI systems.
 Absence of call recording in DRS and no CDR log entry.
violated.
when
sanction
and
details
scope,
page, its
this
stated on
category
the fraud
policy for
od the
understo
clearly
dge that I
acknowle
page, I
on this
my initials
signing
Fraud Management Process
By
e Initial] -
[Employe
_________
___________
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5. Fraud Category 2 – Misleading the Customer Where the Information was Critical in Closing the Sale.
Sanction: Termination of Employment
VXI Global – DIRECTV Red Alert Policy
EXAMPLES ARE BUT NOT LIMITED TO:
 Not disclosing the full amount to be charged to the customer’s card. Amount should be clearly
explained and broken down [from equipment fees, customer fee based on credit check,
taxes, etc.] to the customer.
 Slurring. – The amount, legal disclosures [RCCs], pertinent information about the package
the customer is getting should be clearly disclosed|
discussed to the customer. Slurring means:
install dates should
details or delivery|
be disclosed to the
information which
pertains to pricing
o Not to enunciate words normally or clearly.
and promotions
o To pass over lightly or carelessly; treat
customer.
All critical
violated.
violated. without due consideration.
when
If the customer agrees at the time of sales call but
when
sanction
upon investigation, customer ended up in
sanction
and
cancelation of the service and complaint because
and
of the misunderstanding of the said disclosures [and matches the part of the call where the SC
details
details
was observed to be slurring] – then the fraud case will be automatically valid. If there are no
scope,
scope,
complaints logged in RIO or other DIRECTV-VXI tool at the time of investigation, then further
page, its its
page,
investigations will be done.
thisthis
stated on on
stated
category
category  Providing the customer with promotions | credits that are not supposed to be given or
thethe fraud
fraud combined. Examples are but not limited to:
policy for for
policy
od od the
the o Combining Referral credits with the Ambassador DNIS
understo
Taking email address of non-customer just to provide the extra $5 national offer rebate
understo
o
clearly
and/or not verifying full access to the email account.
clearly
dge that I I
dge that
acknowle
acknowle o Soliciting ANY email addresses from the customer just to provide the extra $5 national
page, I I
page, offer rebate.
on this
on this
my my initials
initials  Guaranteeing the customer with the type and/or number of receivers, packages,
promotions that are not matching with the order and policies.
Fraud Management Process
signing
signing
By By
e Initial] - -  Informing the customer that they can call Customer Installation Support for sooner install
dates or guaranteeing an installation date.
e Initial]
[Employe
[Employe
_________
_________  Telling the customer that they may or will get other promotional discounts after the 12
___________
___________ month promotional period [24 months for Enhanced markets] or advising the customer to
call Customer care for existing offers after the 12/24 month period.
 Signing the customer up to Preferred Choice and other small international package as an
offer to a price point not to fit an international viewing need.
 Placing the order through Western Union and leading the customer to believe that they
have not placed an order.
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6. Fraud Category 3 – No Agreement to Sale. Customer Didn’t Agree to Sale.
Sanction: Termination of Employment
VXI Global – DIRECTV Red Alert Policy
 Informing a customer that they should go to a retailer and purchase a prepaid card to secure
their DIRECTV order. The only exception to this policy is if the customer has been educated on
the Purchase Option as a prepaid card is a valid form of payment for the Purchase Option.
 Selling to customers that are ineligible to new offers and/or to customers wherein call should
have been transferred to another department. Examples [but not limited to] – Second account
under the same account information, seasonal homes, etc.
violated.
sanction when
details and
page, its scope,
stated on this
fraud category
the policy for the
I clearly understood
I acknowledge that
initials on this page,
By signing my
[Employee Initial] -
Fraud Management Process
____________________
EXAMPLES ARE BUT NOT LIMITED TO:
 SC charging the customer’s credit |debit card without authorization. This includes
charging the customer’s card after stating that there are no funds or enough
funds to cover the amount disclosed. The only exception is if the customer
proactively told the SC to try and charge the card despite the lack of funds.
 Double | Multiple tagging of Sales in CRM |OOM.
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7. Fraud Category 4 – Out of Process [Internal]
Sanction: Termination of Employment
VXI Global – DIRECTV Red Alert Policy
 Customer stated to cancel the order and the SC failed to cancel the order– whether the call got
disconnected or not.
 Customer stated to cancel the order and the SC canceled the order in OOM but still tagged the
order as a sale in CRM.
 For MA|PA orders, the call should be done up to the giving of the account number and Western
Union details with instructions to the customer for it to be considered as a sale. If the call gets
disconnected prior to this, the SC is expected to cancel the order in OOM and tag it as a non-sale
in CRM.
This covers VXI Global’s Internal Procedures
that are directly impacting customer’s
information security, violation of company
policies that are affecting the set SLA’s and
some other processes that were mandated by
DIRECTV.
EXAMPLES ARE BUT NOT LIMITED TO:
Fraud Management Process
 Storing or saving of customer information [i.e. credit | debit card number, SSN etc. al.] on paper
or any tools other than those stipulated by management. Said information MUST BE DELETED
after every call is made.
o This includes usage of other computer notepads other than what was authorized and
approved by VXI Global. [Notepad from DTV Links – 100 character limit]
 Call Avoidance – is any action where any employee takes action to avoid taking calls. Examples
are but not limited to:
o Placing customer on long hold | mute for no valid reason just to elongate the call.
o Placing customer on long hold | mute until the customer hang –up.
o Hanging up on calls while engaged with a customer.
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8. Fraud Category 5 – Unauthorized Use of Customer Credit Card, SSN and other Personal Information
Sanction: Termination of Employment
VXI Global – DIRECTV Red Alert Policy
o Telling the customer that he|she is still waiting for the system to upload before she|he
can set up the install date or provide the account number when on the DRS screen, it’s
already showing the said information.
 Call back Policy - Once the SC have read the RCCs and processed the credit card (with customer
permission), it is considered a SALE.
o If the call drops after this point, agents should flag their Team Manager immediately.
o Team Manager will have the authority to call the customer back to complete the
installation portion of order.
o If the call gets disconnected and the SC has not read the RCCs and processed the credit
card yet then this is not a sale and NO callback should be made.
violated.
when
sanction
and
details
scope,
page, its
EXAMPLES ARE BUT NOT LIMITED TO:
this
stated on
category
the fraud  Using other CC or SSN not given by the customer just to process a sale.
policy for
od the
 Alteration of customer’s personal information.
understo  Illegal use of customer’s credit card.
clearly
dge that I  Knowingly setting up service in the name of someone other than the person being
acknowle spoken to.
page, I
on this  The SC must request and receive verbal authorization to do a credit check before the
my initials credit check is performed.
Fraud Management Process
signing
 The SC must get verbal authorization from the CC holder other than the person being
By spoken to. Note: Only if using the SPOUSE’S Card. Even if the card is from a joint
e Initial] - account, the name of the customer the SC is speaking to should be the name that
[Employe appears on the card.
_________
___________  Credit being ran by sales consultant on address without the knowledge of the customer
or without requesting for SSN. Customer must be aware of how the credit check is being
run. i.e. SSN, ITIN or address.
 SSN and Payment authorization override.
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9. Fraud Category 6 – Misrepresenting Sales Consultant’s Identity and Company’s Credibility
Sanction: Termination of Employment
VXI Global – DIRECTV Red Alert Policy
violated.
violated.
when
when
sanction
sanction
and
and
details
details
scope, EXAMPLES ARE BUT NOT LIMITED TO:
scope, its
page,
page, its
 SC changing his|her job title over the phone to gain authority or for whatever the purpose may
this
this
be.
stated on
stated on
category
category
the fraud  Co-Sales Consultant taking over another SC’s call without authorization from the Team Lead,
the fraud
policy for GM, OM or BL [Management].
policy for
od the
od the
understo o POC for the day is not considered part of management which means a POC cannot
understo
clearly delegate nor ask another SC to take over someone’s call.
clearly
 SC was found to have done any act/s of discourtesy. Examples are but not limited to:
dge that I
dge that I
acknowle
acknowle
page, I o Usage of profanity [whether in English or any other language] and argumentative tone.
page, I
on this
on this
my initials o Sarcastic and sexual remarks | comments while engaged or on-hold with the customer.
my initials
signing
signing
By
Fraud Management Process
By Initial] -
e
e [Employe
Initial] -
[Employe
_________
_________
___________
___________
9|Page

10. Fraud Category 7 – Unauthorized Data Entry | Modifications [System Manipulation]
Sanction: Termination of Employment
VXI Global – DIRECTV Red Alert Policy
EXAMPLES ARE BUT NOT LIMITED TO:
 Attempting to cancel existing order|account.
violated.
when
sanction  Changing DNIS call source.
and
details  MA|PA – Western Union Manipulation. Examples are but not limited to:
scope,
page, its o Changing a zip code to a Massachusetts or Pennsylvania zip code to pop the Western
this Union option whether the customer has a credit card or not.
stated on o Changing the address of the customer to a MA|PA address not provided by the
category customer.
the fraud
policy for  Information entered in OOM | CRM weren’t given by the customer. This includes interchanging
od the of customer details. Example: Phone number provided by the
understo System Manipulation which customer and was heard on the call: (123) 456.7890 and the
clearly leads to Sales Consultant’s SC typed (132) 456.7890
dge that I Financial Benefit [SPIFFs,
 Any manipulation of OOM or CRM in order to achieve a sale.
acknowle
Bonuses, Commissions and
page, I
other incentives – whether Proactively processing a referral credit from an existing

on this customer calling on behalf of a new customer on a non-
DIRECTV or VXI Global
my initials referral DNIS and the existing customer not specifying that
signing initiated] he|she has been referred. [The word “REFERRED” should be
By said or mentioned by the customer].
Fraud Management Process
e Initial] -
[Employe  Bypassing any system blocks or pop ups to try and process a sale. Examples are but not limited
_________ to:
___________
o Proactively asking for an alternate phone number from a customer to bypass the
system block.
o Proactively requesting another person’s credit card or SSN to set up an account other
than who is on the phone [not unless customer initiated] and making use of Canadian
SSN to run a credit check
 Accessing another website which can provide other customer information matching some of
those that were provided by the customer on the phone. Example is but not limited to:
Accessing www.whitepages.com and typing customer’s name [John Doe] and trying different
addresses from the results of the search.
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11. VXI Global – DIRECTV Red Alert Policy
o Only exception is www.USPS.com when the customer is claiming they don’t know the
ZIP CODE to the service address.
 Making changes on the customer information. [CRM vs. OOM and other systems] Examples are
but not limited to:
o Changing the information on CRM after OOM was released. The information in CRM
should ALWAYS match the information in OOM or vice versa.
o Changing the customer information after running the credit check.
violated.
when
sanction
and
details
scope,
page, its
this
stated on
category
the fraud
policy for
od the
understo
clearly
dge that I
acknowle
page, I
on this
my initials
signing
By
e Initial] -
[Employe
_________
Fraud Management Process
___________
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12. Fraud Category 8 – Client Escalations
Sanction: Termination of Employment
VXI Global – DIRECTV Red Alert Policy
EXAMPLES ARE BUT NOT LIMITED TO:
 Valid Customer | client complaint. [Complaints already violated by both QA and client].
 This includes client – initiated removal.
violated.
when
sanction
details and
scope,
page, its
stated on this
category
the fraud
the policy for
understood
that I clearly
acknowledge
page, I
initials on this
signing my
Fraud Management Process
Initial] - By
[Employee
_____
_______________
EXAMPLES ARE BUT NOT LIMITED TO:
 Required Call Components | Inaccurate Information:
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13. Any Other Auto-Fails Not Classified as Fraud
Sanction: Progressive
VXI Global – DIRECTV Red Alert Policy
o Local channels must be addressed at the beginning or during RCC. Should not read all
channels available. Should cover what is not available specifically. Mention HD if
applicable.
o All other Line Item Definition specified under RCCs and Accurate Information that are
[OR as stated in the COCD/CCC]
1st in 90 days – Verbal Warning
occurrence –Written Warning
occurrence – Termination of
2nd in 90 days from the first
3rd in 90 days from the first
4th in 90 days from the first
occurrence – Final Written
Employment
Sanctions:
violated.
Warning
when
sanction
and
non-fraudulent.
details
scope,
page, its  SSN and CC:
this
stated on o Must use the term credit check and the customer must be aware and consent to the
category credit check.
o Must not read the entire SSN nor CC number aloud.
the fraud
policy for
od the o Implied consent for the SSN and CC is permissible, but only at the point in the call where
understo we are running a credit check or processing the CC. For example, “ May I have your
clearly Social Security number in order to run a credit check?” When the customer provides
dge that I their SSN this is implied consent to run the credit check.
acknowle
page, I o All other Line Item Definition specified under SSN and Credit Card Use that are non-
fraudulent.
Fraud Management Process
on this
my initials
signing
By
ACKNOWLEDGMENT
e Initial] -
[Employe
_________ By signing this memorandum, I acknowledge having received a copy of this DIRECTV DS Red
___________ Alert Policy and Fraud Management Process document – The contents of which were
explained to me and which I fully understand and in conformity with.
Conforme:
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14. VXI Global – DIRECTV Red Alert Policy
______________________________________ __________________ ________________
DIRECTV – Assigned Employee Signature HRID DATE
Over Printed Name
Discussed By:
______________________________________ __________________ ________________
DIRECTV – Assigned Employee Signature Designation DATE
Over Printed Name
These policies are applicable to all DIRECTV –Assigned Employees who are taking
phone calls, regardless of the position/designation.
Fraud Management Process
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