Date: August 1, 2022

To: All BCOM Employees

From: Management

Re: Inbound Calls Process Update

To maintain integrity in our workplace, continuously deliver to the needs of our clients, and consistently
provide outstanding customer service to our guests and partners, we are putting in place a process
regarding inbound calls.

Beginning this August 2022:

• All inbound calls should be answered within 5 seconds. Failure to answer an inbound call in 5
seconds is considered call avoidance.
• All incidents relating to inability to answer an inbound call within 5 seconds should be reported
to a supervisor immediately.
• All RONA (Redirection Of Not Answered) activities are considered fraudulent if not reported
immediately and will be dealt accordingly.

By reading and going through this document, you are acknowledging and agreeing to adhere to the
above-mentioned process updates on inbound calls. Any violation proven true will be following the
stages below:

Offense Progression Clearing Period

Original Offense Documented Coaching 30 Days

1st Level Repeat Offense Verbal Warning 90 Days

2nd Level Repeat Offense Written Warning 180 Days

3rd Level Repeat Offense Final Written Warning 365 Days

4th Level Repeat Offense Termination NA

All the best,

BCOM Management