perfect example of why convergys can't keep employees...blackmail
"If an agent on your team is monitored and they fail to do the call closing
survey on two occasions we are required to have a documented discussion
with the agent (with MO present). (DAP is done at this time if it is a
problem with skill and not simply refusing to do it)
If they have any further occurrences then it will proceed to a CAP 1."