Which module may trigger an investigation of agents suspected of noncompliant activity?

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The Complaint Tracking Module (CTM) serves as a crucial tool in monitoring the activities of agents within the organization. This module collects and records complaints related to agent behavior, performance, and compliance with established guidelines and regulations. The nature and frequency of these complaints can serve as indicators of noncompliant behavior.

When a significant number of complaints arise or if specific patterns emerge, it can trigger an investigation to assess whether an agent is acting in accordance with company policies and legal standards. The data collected through the CTM allows for a comprehensive review of the agent's actions, which can lead to further scrutiny if warranted.

In contrast, other options do not directly specialize in identifying or tracking agent compliance issues or may serve more general feedback or operational functions. For example, the Customer Feedback System primarily gathers insights and opinions from customers rather than focusing on agent compliance. The Fraud Reporting System is more centered around identifying potential fraudulent activities, which may not always correlate directly with compliance concerns. The Compliance Assessment Tool helps in evaluating compliance but does not inherently trigger investigations based on reported complaints like the CTM does.

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