Which of the following is NOT a point of potential investigation for agents?

The correct answer indicates that Yelp reviews are not considered a formal point of potential investigation for agents. When evaluating performance or addressing complaints within organizations like Wellcare or Centene, the focus tends to be on official channels and structured mechanisms for tracking issues and complaints. The Complaint Tracking Module (CTM), grievance processes, and secret shop findings are all systematic methods employed by the organization to monitor agent performance and customer satisfaction. Each of these methods provides a controlled and standardized approach for collecting data that can lead to investigations if necessary.

On the other hand, Yelp reviews are public-facing and can reflect personal opinions rather than structured feedback expected within a corporate framework. They are valuable for understanding general customer sentiment but lack the rigorous investigative framework of the other options listed. As such, they are not prioritized for internal investigation. Understanding these distinctions emphasizes the methods used by organizations to maintain compliance and quality assurance, showcasing the importance of formal complaint and performance management systems in a corporate environment.