Complaint Review: Mwi*galleria USA - Omaha Nebraska

All you did was post some email communication between you and West. You included some sensitive information and it would be best that you took it down.

From: [email protected] To: (omitted ) Subject: Time Life Procedures Date: Jan 11, 2005 5:40 PM Dear Melinda Overall the DR project is doing wonderfully on converting calls to orders. Time Life is one product where we have area's of opportunity. Please see below for tips and hints on how you can become more successful converting these calls to orders. 1. Please remember that it's a requirement to read all upsells versus skipping upsells and entering "no" instead. Should you have any questions in regard to this please contact your PAL Team as again this is a requirement. 2. If the customer wants to mail in a check or money order give them all options before giving the customer service address. We should offer to use a credit card, check withdrawal if available, prebill or bill later, then the check or money order address. 3. Many of Time Life's offers are continuity series. This means that the callers are enrolled in a program where they receive monthly shipments. The caller will receive return and cancellation instructions in their first package. We are unable to process an order for just the first product. 4. Remember to listen to your caller. If the caller says no to an offer follow the DR procedures for upsells. If the caller says that they do not want the continuity series then give them the rebuttal for the continuity series. Thanks for taking time to read this material and for your continued dedication to the DR project! -------------------------------------------------- From: [email protected] To: [email protected] Subject: Important Payroll Information Date: Jan 7, 2005 2:55 PM Dear Melinda Please understand that the Payroll Department has until January 31st to mail out the 1099's to all Contractors. Please do not contact Payroll and ask for your 1099 form to be sent to you early as they will not be able to honor this request. Thank you for your patience and understanding in this matter. WorkAtHomeAgent Staff -------------------------------------------------- From: [email protected] To: [email protected] Subject: upsells, (Administrative Site Email Form) Date: Jan 11, 2005 6:46 PM "You have appeared on our database showing a very short read on an upsell offer. We will compare with the recording to get an accurate assessment. If you were following policy, we appreciate that, if you have inadvertently skipped an upsell, please remember our Clients require we attempt to read the additional offers...please follow policy...thank you -------------------------------------------------- From: [email protected] To: [email protected] Subject: Important Information for DR Contractors Date: Jan 14, 2005 5:58 PM Dear Melinda THIS EMAIL IS BEING SENT TO ALL DR CONTRACTORS FOR INFORMATIONAL PURPOSES DUE THE CRITICAL IMPORTANCE OF THE ISSUE!! When you receive a dedicated screen (a screen with only 1 product listed and the product/company is listed in the scripting) it MUST be logged as either an order (if the customer is placing an order), customer service (if caller requests customer service), or as an inquiry (caller had questions only, ghost calls or wrong numbers). In the past it was not required to log ghost calls or wrong numbers however this has changed for the dedicated screens. There are some Contractors logging in to take calls and never answering any calls resulting in their schedule adherence not being affected. When a call is routed and not answered we lose the customer and this is unacceptable. The same applies if you log in and take your phone off the hook so that no calls come through. When this occurs our system shows you as available, so calls are routed to you. To avoid these issues from occurring in the future, we will be reviewing a daily report and those taking advantage of the system in this manner will receive an automatic termination of the Contractual Agreement between them and West. Thank you for your attention and consideration in this important matter. WorkAtHomeAgent Staff -------------------------------------------------- PLEASE UNDERSTAND; THESE ARE FACTUAL EMAILS SENT BY WEST TELEMARKETING CORP. ADMITTING TO THREATS AND ENFORCING THE UPSELLS!!!!

From: [email protected] To: (omitted ) Subject: Time Life Procedures Date: Jan 11, 2005 5:40 PM Dear Melinda Overall the DR project is doing wonderfully on converting calls to orders. Time Life is one product where we have area's of opportunity. Please see below for tips and hints on how you can become more successful converting these calls to orders. 1. Please remember that it's a requirement to read all upsells versus skipping upsells and entering "no" instead. Should you have any questions in regard to this please contact your PAL Team as again this is a requirement. 2. If the customer wants to mail in a check or money order give them all options before giving the customer service address. We should offer to use a credit card, check withdrawal if available, prebill or bill later, then the check or money order address. 3. Many of Time Life's offers are continuity series. This means that the callers are enrolled in a program where they receive monthly shipments. The caller will receive return and cancellation instructions in their first package. We are unable to process an order for just the first product. 4. Remember to listen to your caller. If the caller says no to an offer follow the DR procedures for upsells. If the caller says that they do not want the continuity series then give them the rebuttal for the continuity series. Thanks for taking time to read this material and for your continued dedication to the DR project! -------------------------------------------------- From: [email protected] To: [email protected] Subject: Important Payroll Information Date: Jan 7, 2005 2:55 PM Dear Melinda Please understand that the Payroll Department has until January 31st to mail out the 1099's to all Contractors. Please do not contact Payroll and ask for your 1099 form to be sent to you early as they will not be able to honor this request. Thank you for your patience and understanding in this matter. WorkAtHomeAgent Staff -------------------------------------------------- From: [email protected] To: [email protected] Subject: upsells, (Administrative Site Email Form) Date: Jan 11, 2005 6:46 PM "You have appeared on our database showing a very short read on an upsell offer. We will compare with the recording to get an accurate assessment. If you were following policy, we appreciate that, if you have inadvertently skipped an upsell, please remember our Clients require we attempt to read the additional offers...please follow policy...thank you -------------------------------------------------- From: [email protected] To: [email protected] Subject: Important Information for DR Contractors Date: Jan 14, 2005 5:58 PM Dear Melinda THIS EMAIL IS BEING SENT TO ALL DR CONTRACTORS FOR INFORMATIONAL PURPOSES DUE THE CRITICAL IMPORTANCE OF THE ISSUE!! When you receive a dedicated screen (a screen with only 1 product listed and the product/company is listed in the scripting) it MUST be logged as either an order (if the customer is placing an order), customer service (if caller requests customer service), or as an inquiry (caller had questions only, ghost calls or wrong numbers). In the past it was not required to log ghost calls or wrong numbers however this has changed for the dedicated screens. There are some Contractors logging in to take calls and never answering any calls resulting in their schedule adherence not being affected. When a call is routed and not answered we lose the customer and this is unacceptable. The same applies if you log in and take your phone off the hook so that no calls come through. When this occurs our system shows you as available, so calls are routed to you. To avoid these issues from occurring in the future, we will be reviewing a daily report and those taking advantage of the system in this manner will receive an automatic termination of the Contractual Agreement between them and West. Thank you for your attention and consideration in this important matter. WorkAtHomeAgent Staff -------------------------------------------------- PLEASE UNDERSTAND; THESE ARE FACTUAL EMAILS SENT BY WEST TELEMARKETING CORP. ADMITTING TO THREATS AND ENFORCING THE UPSELLS!!!!

From: [email protected] To: (omitted ) Subject: Time Life Procedures Date: Jan 11, 2005 5:40 PM Dear Melinda Overall the DR project is doing wonderfully on converting calls to orders. Time Life is one product where we have area's of opportunity. Please see below for tips and hints on how you can become more successful converting these calls to orders. 1. Please remember that it's a requirement to read all upsells versus skipping upsells and entering "no" instead. Should you have any questions in regard to this please contact your PAL Team as again this is a requirement. 2. If the customer wants to mail in a check or money order give them all options before giving the customer service address. We should offer to use a credit card, check withdrawal if available, prebill or bill later, then the check or money order address. 3. Many of Time Life's offers are continuity series. This means that the callers are enrolled in a program where they receive monthly shipments. The caller will receive return and cancellation instructions in their first package. We are unable to process an order for just the first product. 4. Remember to listen to your caller. If the caller says no to an offer follow the DR procedures for upsells. If the caller says that they do not want the continuity series then give them the rebuttal for the continuity series. Thanks for taking time to read this material and for your continued dedication to the DR project! -------------------------------------------------- From: [email protected] To: [email protected] Subject: Important Payroll Information Date: Jan 7, 2005 2:55 PM Dear Melinda Please understand that the Payroll Department has until January 31st to mail out the 1099's to all Contractors. Please do not contact Payroll and ask for your 1099 form to be sent to you early as they will not be able to honor this request. Thank you for your patience and understanding in this matter. WorkAtHomeAgent Staff -------------------------------------------------- From: [email protected] To: [email protected] Subject: upsells, (Administrative Site Email Form) Date: Jan 11, 2005 6:46 PM "You have appeared on our database showing a very short read on an upsell offer. We will compare with the recording to get an accurate assessment. If you were following policy, we appreciate that, if you have inadvertently skipped an upsell, please remember our Clients require we attempt to read the additional offers...please follow policy...thank you -------------------------------------------------- From: [email protected] To: [email protected] Subject: Important Information for DR Contractors Date: Jan 14, 2005 5:58 PM Dear Melinda THIS EMAIL IS BEING SENT TO ALL DR CONTRACTORS FOR INFORMATIONAL PURPOSES DUE THE CRITICAL IMPORTANCE OF THE ISSUE!! When you receive a dedicated screen (a screen with only 1 product listed and the product/company is listed in the scripting) it MUST be logged as either an order (if the customer is placing an order), customer service (if caller requests customer service), or as an inquiry (caller had questions only, ghost calls or wrong numbers). In the past it was not required to log ghost calls or wrong numbers however this has changed for the dedicated screens. There are some Contractors logging in to take calls and never answering any calls resulting in their schedule adherence not being affected. When a call is routed and not answered we lose the customer and this is unacceptable. The same applies if you log in and take your phone off the hook so that no calls come through. When this occurs our system shows you as available, so calls are routed to you. To avoid these issues from occurring in the future, we will be reviewing a daily report and those taking advantage of the system in this manner will receive an automatic termination of the Contractual Agreement between them and West. Thank you for your attention and consideration in this important matter. WorkAtHomeAgent Staff -------------------------------------------------- PLEASE UNDERSTAND; THESE ARE FACTUAL EMAILS SENT BY WEST TELEMARKETING CORP. ADMITTING TO THREATS AND ENFORCING THE UPSELLS!!!!

From: [email protected] To: (omitted ) Subject: Time Life Procedures Date: Jan 11, 2005 5:40 PM Dear Melinda Overall the DR project is doing wonderfully on converting calls to orders. Time Life is one product where we have area's of opportunity. Please see below for tips and hints on how you can become more successful converting these calls to orders. 1. Please remember that it's a requirement to read all upsells versus skipping upsells and entering "no" instead. Should you have any questions in regard to this please contact your PAL Team as again this is a requirement. 2. If the customer wants to mail in a check or money order give them all options before giving the customer service address. We should offer to use a credit card, check withdrawal if available, prebill or bill later, then the check or money order address. 3. Many of Time Life's offers are continuity series. This means that the callers are enrolled in a program where they receive monthly shipments. The caller will receive return and cancellation instructions in their first package. We are unable to process an order for just the first product. 4. Remember to listen to your caller. If the caller says no to an offer follow the DR procedures for upsells. If the caller says that they do not want the continuity series then give them the rebuttal for the continuity series. Thanks for taking time to read this material and for your continued dedication to the DR project! -------------------------------------------------- From: [email protected] To: [email protected] Subject: Important Payroll Information Date: Jan 7, 2005 2:55 PM Dear Melinda Please understand that the Payroll Department has until January 31st to mail out the 1099's to all Contractors. Please do not contact Payroll and ask for your 1099 form to be sent to you early as they will not be able to honor this request. Thank you for your patience and understanding in this matter. WorkAtHomeAgent Staff -------------------------------------------------- From: [email protected] To: [email protected] Subject: upsells, (Administrative Site Email Form) Date: Jan 11, 2005 6:46 PM "You have appeared on our database showing a very short read on an upsell offer. We will compare with the recording to get an accurate assessment. If you were following policy, we appreciate that, if you have inadvertently skipped an upsell, please remember our Clients require we attempt to read the additional offers...please follow policy...thank you -------------------------------------------------- From: [email protected] To: [email protected] Subject: Important Information for DR Contractors Date: Jan 14, 2005 5:58 PM Dear Melinda THIS EMAIL IS BEING SENT TO ALL DR CONTRACTORS FOR INFORMATIONAL PURPOSES DUE THE CRITICAL IMPORTANCE OF THE ISSUE!! When you receive a dedicated screen (a screen with only 1 product listed and the product/company is listed in the scripting) it MUST be logged as either an order (if the customer is placing an order), customer service (if caller requests customer service), or as an inquiry (caller had questions only, ghost calls or wrong numbers). In the past it was not required to log ghost calls or wrong numbers however this has changed for the dedicated screens. There are some Contractors logging in to take calls and never answering any calls resulting in their schedule adherence not being affected. When a call is routed and not answered we lose the customer and this is unacceptable. The same applies if you log in and take your phone off the hook so that no calls come through. When this occurs our system shows you as available, so calls are routed to you. To avoid these issues from occurring in the future, we will be reviewing a daily report and those taking advantage of the system in this manner will receive an automatic termination of the Contractual Agreement between them and West. Thank you for your attention and consideration in this important matter. WorkAtHomeAgent Staff -------------------------------------------------- PLEASE UNDERSTAND; THESE ARE FACTUAL EMAILS SENT BY WEST TELEMARKETING CORP. ADMITTING TO THREATS AND ENFORCING THE UPSELLS!!!!

Original Message ----- From: WAHA Payroll Support To: (name withheld) Cc: WAHA Payroll Support Sent: Saturday, January 15, 2005 1:52 PM Subject: RE: Employment Verification Hello (name) We do not provide employment verification because you are an independent contractor or self-employed. If you have any further questions concerning this, please e-mail [email protected]. Thanks Shontae WAHA Payroll Support ---------------------------------- From: [email protected] To: (name withheld) Subject: Work At Home Agent NOTICE Date: Jan 17, 2005 10:12 AM 1/17/2005 9:12:51 AM Melinda (name withheld) Dear Melinda : Pursuant to Paragraph 2 of the Independent Contractor Agreement (the "Agreement") between you and West Telemarketing Corporation ("West"), West is hereby terminating the Agreement effective immediately (the "Termination"). The Termination shall have the following effect: 1. You will no longer be an Independent Contractor of West; 2. You will no longer answer any calls on behalf of West; 3. You will not be compensated for any further performance under the Agreement; and 4. You must return or destroy all information contained in any format that you received or obtained pursuant to the Agreement, including, but not limited to: (a) West proprietary software, data, manuals, and other materials and; (b) All customer, consumer, caller or other third party information. You must refrain from using or disclosing the information described in this paragraph for any reason. We wish you the best of luck in your future endeavors. Sincerely, WorkAtHomeAgent Staff -------------------------------------------------- From: Melinda [Add to Address Book] Flag Message | Mark Unread [This is spam] To: [email protected] Subject: ATTENTION TO : MR. AVERY & KARIMA DENT INTENT NOTIFICATION Date: Jan 16, 2005 11:10 PM DEAR LATOYA ANDERSON & KARIMA DENT IF EITHER OF YOU DECIDE TO LOCK ME OUT OF THE SYSTEM FOR ANY FURTHER REASONS; I AM REQUESTING THAT YOU EMAIL ME WITH YOUR REASON ( AS TO WHY YOU PERSONALLY FEEL THAT YOU HAVE JUSTIFICATION TO LOCK ME ( DR# 1215, MELINDA (name withheld) OUT OF THE SYSTEM); EXACT TIME YOU DECIDE UPON PROCEEDING WITH THE LOCKOUT; AND SIGNED WITH YOUR FULL NAME. I HAVE ALSO MADE MY DECISION; I AM DECLINING THE OFFER FOR PIZZA HUT, DUE TO THE FACT THAT TESTERS HAVE NOT CALLED AT EXACT SCHEDULED TIME, IRRITABILITY WITH OTHER STAFF MEMBERS WHEN I HAVE CONTACTED TO QUESTION ON THE DELAY OF 1 ON 1 TRAINER, FAILURE TO NOTIFY WITHIN PROPER AMOUNT OF TIME EITHER VIA TELEPHONE OR EMAIL CORRESPONDENCE OF CANCELLATIONS OF 1 ON 1 PRODUCT TRAINING ; AND COMPLETE FAILURE TO CONTACT SCHEDULED 1 ON 1 ALTOGETHER. I AM ALSO REQUESTING THAT I AM PAID THE HOURS THAT I HAD LOST DUE TO LATOYA K. ANDERSON'S ACTIONS OF LOCKING MY DR # AND NAME OUT OF THE SYSTEM FROM BTWN 0130-0200 HRS CENTRAL TIME (1/16/2004) THRU 1130 HRS CENTRAL TIME.(1/16/2004 ) ON AN HOURLY RATE OF $10.20 CONVERTED TO $.17 PER MIN X 60 MINS= $10.20; FOR TOTAL OF $ 91.80 OF MISSED TIME (9 HRS WORTH ) &STILL RECEIVE MY INCENTIVE CHECK FOR COMPLETION OF THE CERTIFICATION TESTING WITHIN A 3 DAY TIME FRAME. ( IF NOT QUALIFIED TO RECEIVE THE INCENTIVE CHECK FOR COMPLETION OF PIZZA HUT CERTIFICATION BEFORE THE ALLOTED 10 DAY TIME FRAME, YOU MUST EMAIL ME WITH THE EXACT REASONING AS TO WHY. ) IN CLOSING, ALL ACTIONS MUST BE PHYSICALLY NOTED IN WRITING, INCLUDING REASONING FOR ACTIONS YOU ARE ENTAILING. ------------------------------------------------- Independent Contractors vs. Employees Before you can determine how to treat payments you make for services, you must first know the business relationship that exists between you and the person performing the services. The person performing the services may be - An independent contractor A common-law employee (Employee) A statutory employee A statutory nonemployee In determining whether the person providing service is an employee or an independent contractor, all information that provides evidence of the degree of control and independence must be considered. It is critical that you, the employer, correctly determine whether the individuals providing services are employees or independent contractors. Generally, you must withhold income taxes, withhold and pay Social Security and Medicare taxes, and pay unemployment tax on wages paid to an employee. You do not generally have to withhold or pay any taxes on payments to independent contractors. *****Caution: If you incorrectly classify an employee as an independent contractor, you can be held liable for employment taxes for that worker, plus a penalty.******* ******Who is an Independent Contractor? A general rule is that you, the payer, have the right to control or direct only the result of the work done by an independent contractor, and not the means and methods of accomplishing the result.******* Example: Vera Elm, an electrician, submitted a job estimate to a housing complex for electrical work at $16 per hour for 400 hours. She is to receive $1,280 every 2 weeks for the next 10 weeks. This is not considered payment by the hour. Even if she works more or less than 400 hours to complete the work, Vera Elm will receive $6,400. She also performs additional electrical installations under contracts with other companies, that she obtained through advertisements. Vera is an independent contractor. http://www.irs.gov/businesses/small/article/0,,id=99921,00.html -------------------------------- From: [email protected] [Add to Address Book] Flag Message | Mark Unread [This is spam] To: [email protected] Subject: Congratulations-Contract Attached - (name withheld) Date: Dec 18, 2004 11:09 AM Attachments: Contract.pdf ExhibitA.pdf ExhibitB.pdf WAHA Direct Deposit Informationv1.pdf 12/18/2004 Dear Melinda (name withheld) WE HAVE A FAST NEW OPTION FOR ACCEPTING YOUR INDEPENDENT CONTRACTOR AGREEMENT. READ THIS EMAIL THOROUGHLY FOR MORE INFORMATION. Congratulations on passing the Certification Module Tests. We have attached the Independent Contractor Agreement and Exhibit A and B in addition to information pertaining to the direct deposit option available to Home Agents. To accept the contract electronically, please forward THIS EMAIL to [email protected] with the following message: "I (insert your name) consent to your acceptance of my electronic signature for the Independent Contractor Agreement". Consenting to the contract with an electronic signature is the fastest way for us to set up your Contractor status. If you choose to accept the terms and conditions using the electronic signature you may withdraw this consent at anytime by contacting us at the email address above. If you choose to withdraw your consent, your Contractor status will be removed until a signed copy of the Independent Contractor Agreement is received either by fax or mail. Upon request to the email address above, you may receive a hard copy of your electronic signature email however, we suggest that you retain a copy of your contract acceptance electronic signature from your sent mail for your records. Your electronic signature will serve as consent for the Independent Contractor Agreement only and will not apply to any other situation. If you prefer to accept the contract by sending or faxing it, please print the attachments and return the signed Independent Contractor Agreement to the below address: West Corporation Attn: W14-HR/Wendi Zeller 11808 Miracle Hills Dr Omaha, NE 68154 Or fax: 402-573-1030 Also! Please reference the attached document regarding the Direct Deposit feature that is now available. Included you will find instructions and the two forms required for Direct Deposit of your paychecks. If you are interested in taking advantage of Direct Deposit, please read the attached document and fill out the forms as described in the instructions (if you do otherwise your information will not be processed). Also included in the attachments is the address to mail your completed forms. Please remember to INSERT YOUR NAME where requested above and FORWARD this e-mail to the e-mail address provided. Thank you! Wendi Zeller WorkAtHomeAgent Staff