Which document outlines the expected behavior and responsibilities of agents?

The Code of Conduct or Employee Handbook is the document that outlines the expected behavior and responsibilities of agents. This document typically includes guidelines on ethical behavior, professional conduct, compliance with laws and policies, and the overall expectations for employees within the organization. It serves as a framework for how agents should interact with clients, colleagues, and stakeholders, ensuring that everyone is aligned with the organization's values and standards.

By clearly delineating these expectations, the Code of Conduct helps to foster a positive work environment and promotes accountability among employees. This document also often addresses issues such as conflict of interest, confidentiality, and integrity, which are crucial for agents to understand in order to represent their company effectively and ethically.

In contrast, other options like the Training Manual focus more on specific skills and procedures for carrying out tasks rather than outlining behavioral expectations. The Company Marketing Strategy is aimed at guiding how the organization promotes its products or services and does not typically cover employee roles and conduct. A Customer Service Agreement primarily deals with the terms of service provided to customers and is not designed to dictate employee behavior or responsibilities.