Answer:
A response must be sent within 5 business days
Step-by-step explanation:
When a customer complaint is made it is required that the agent must send a response within 5 business days.
In the event that a response is not sent within the 5 days, a non response letter is sent to the agent that requires him to respond within 2 days.
Termination of the agent is initiated when the agent again fails to respond within the extra 2 days.
Complaints are made against agents and the questionnaire is sent to the agents to gain their own view of what occurred.