As a ManpowerGroupSolutions employee working for Concentrix (“Company”) you are

required to be familiar with all of the Company’s rules and regulations. You are also aware
that certain acts and omissions of yours may constitute violations of the Company’s rules and
regulations, and may also violate any project-specific processes that you are required to
follow. This has also been shared with you during the process training and by your supervisor.
Some such acts or omissions that violate Company rules and regulations are including but not
limited to the list below. Please note that this list is provided solely for your awareness and
abidance. Other than the list below all policies, rules and regulations of the Company shall
continue to be applicable to you.

1. No Response on Calls / Chat / Email / Contacts

2. Calls / Chat / Email / Contacts Disconnection
3. Inappropriately Short Calls / Chat / Email / Contacts
4. Calls/ Chat / Email / Contacts Returned to Queue
5. Survey Avoidance
6. Survey Falsification
7. Misuse Customer Information

Dos and Don’ts Which I Will Adhere To

DO’s
 I will answer calls / Chat / Email / Contacts within the required time specified for the
process.
 I will not keep customer on unnecessary hold
 I will keep the customer informed while he/she is on hold.
 I will not intentionally disconnect the call / Chat / Email / Contacts.
 I will document every eligible call / chat / email / contacts
 I will inform my supervisor if I am unable to record the email id of the customer or:
 I will inform my supervisor if I am unable to follow any of the do’s or avoid any of the
don’ts due to technical reasons and will share evidence wherever applicable
 I will send out the survey link on all eligible contacts
 I will open all relevant database/links in order to handle customer query and will leave
appropriate notes per guidelines before wrapping up the contact

Ana Oliveira, 31/10/2023

  I will follow all policies and processes with respect to actions taken on customer account
that have financial bearing on either the client organization or end customers including
monetary compensation/concessions issued to end customers

Don’ts
 I will not intentionally enter incorrect email id for any customer
 I will not keep the service request open without permission from my supervisor
 I will not transfer calls/ chat / email / contacts to other departments / coes
unnecessarily
 I will not return valid calls/ chat / email / contacts to the queue or pick easy contacts
from the queue
 I will not refresh the queue at any time
 I will not save games / songs on my workstation / in mail
 I will not access unauthorized sites/links
 I will not tamper with survey link or responses sent to the customers in any way that
hides the survey link visibility
 I will not violate any policy or process to avoid survey response
 I will not solicit a positive response from customers on any contact
 I will not solicit a response from customers, unless otherwise advised by my leadership
in writing
 I will not make illegitimate use of my rights/access to information as an employee of
Concentrix working for client organization.
 I will make all the required declarations to my leadership as an employee working for
client organization
 I will not indulge in call / chat / email / contacts avoidance and will practice proper
etiquette
 I will not copy/misuse customer information (personal details, credit card information,
email address etc.)

Ana Oliveira, 31/10/2023

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As per the process requirement, please be informed that CONCENTRIX has a Zero Tolerance
approach towards process violations. Any such instance which is observed will result in strict
disciplinary action* against the employee including and not limited to separation of service
from Concentrix, even if there is only a single/multiple instance of process violations.

Employee Undertaking

I have carefully read the above document and understand the same. I also confirm that I shall
comply with all processes, rules and regulations of the Company and its clients that are
applicable to me. I understand that any violation of such rules, regulations or processes may
result in disciplinary or legal action against me, including termination.

Ana Beatriz Porto de Oliveira

____________________________________________________________________________
Your printed full name

____________________________________________________________________________
Your signature

Date: 31/10/2023

Disciplinary Action* can include Warning letters and separation from services.

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