June 2012 First Name 1 Monique 2 Lorenz Mae 3 4 5 6 7 8 Rowel Rodellyn Ann Venice Claudie Jake Dympna Aileen

Last Name Alivio Amago Banglos Buena Caete Clamucha Deliverio Diaz

Phone ID 5602312 5602314 5602318 5602329 5602332 5602336 5602337

Sched Status 10-7am 9-6am 9-6am No Schedule 9-6am 9-6am 10-7am 10-7am

Day Off Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun

Fri 6/1/2012 CIS High Fever CIS High Fever 1 Maternity Leave 1 1 1 1

9 Jovie Marie 10 Floremay 11 Junmar 12 Charlemagne 13 Myrtle 14 Marnie Grace 15 Rona Rachel
Total Agents Present

Gabison Peteros Regner Robles Romarate Rosales Vicente

5602264 5602290 5602293 5602051 5602294

9-6am 9-6am 9-6am 10-7am 9-6am 9-6am 9-6am

Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun

1 VL 1 1 1 CIS Sore Eyes CIS Highblood Pressure 9 69.23% Fri 6/1/2012 NO CRIFT YET NO CRIFT YET 5 NO CRIFT YET NO CRIFT YET NO CRIFT YET 8 NO CRIFT YET NO CRIFT YET NO CRIFT YET NO CRIFT YET 10 NO CRIFT YET NO CRIFT YET NO CRIFT YET

5602304

Attendance Rate CR!FT First Name Monique Lorenz Mae Rowel Rodellyn Ann Venice Claudie Jake Dympna Aileen Jovie Marie Floremay Junmar Charlemagne Myrtle Marnie Grace Rona Rachel Total Sales Goal Actual Sales

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

Last Name Alivio Amago Banglos Buena Caete Clamucha Deliverio Diaz Gabison Peteros Regner Robles Romarate Rosales Vicente

Phone ID 5602312 5602314 5602318 5602329 5602332 5602336 5602337 5602264 5602290 5602293 5602051 5602294 5602304

Sched Status 10-7am 9-6am 9-6am No Schedule 9-6am 9-6am 10-7am 9-6am 9-6am 9-6am 9-6am 10-7am 9-6am 9-6am 9-6am

Day Off Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun

Fri

1 2 3 4 5 6 7 8 9 10 11 12 13 14

First Name Monique Lorenz Mae Rowel Rodellyn Ann Venice Claudie Jake Dympna Aileen Jovie Marie Floremay Junmar Charlemagne Myrtle Marnie Grace

Last Name Alivio Amago Banglos Buena Caete Clamucha Deliverio Diaz Gabison Peteros Regner Robles Romarate Rosales Vicente

Phone ID 5602290 5602337 5602051 5602304 5602318 5602312 5602332 5602329 5602336 5602314 5602293 5602264 5602294

Sched Status 9-6am 9-6am 9-6am 10-7am 9-6am 9-6am No Schedule 10-7am 9-6am 9-6am 10-7am 9-6am 9-6am 9-6am 9-6am

Day Off Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun

6/1/2012 CIS High Fever CIS High Fever 155 Maternity Leave 1 20 1 1 32 VL 1 160 185 CIS Sore Eyes CIS Highblood Pressure 556

15 Rona Rachel Total Sales Sales Performance AFT First Name Monique Lorenz Mae Rowel Rodellyn Ann Venice Claudie Jake Dympna Aileen Jovie Marie Floremay Junmar Charlemagne Myrtle Marnie Grace Rona Rachel

Last Name Alivio Amago Banglos Buena Caete Clamucha Deliverio Diaz Gabison Peteros Regner Robles Romarate Rosales Vicente

Phone ID 5602290 5602337 5602051 5602304 5602318 5602312 5602332 5602329 5602336 5602314 5602293 5602264 5602294

Sched Status 9-6am 9-6am 9-6am 10-7am 9-6am 9-6am No Schedule 10-7am 9-6am 9-6am 10-7am 9-6am 9-6am 9-6am 9-6am

Day Off Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun Sat/Sun

Fri 6/1/2012 CIS High Fever CIS High Fever Maternity Leave

VL

CIS Sore Eyes CIS Highblood Pressure

WTD 0 0 1 0 1 1 1 1

Sat 6/2/2012

Sun 6/3/2012

Mon 6/4/2012 1 1 1 Maternity Leave NCNS 1 1

Tue 6/5/2012 1 1 1 - early departure Maternity Leave 1 1 NCNS 1

Promoted to Sup RD OT 9:15am to 8am RD OT 1am to 4am

1 0 1 1 1 0 0 9 69.23% 0 0.00%

1 1 CIS Vomiting

1 1 1 - early departure

1 1 - early departure 1 1 CIS Sore Eyes CIS Sore Eyes 1 0 0.00% Sat 6/2/2012 Sun 6/3/2012 10 76.92% Mon 6/4/2012 MOVE 1 9 69.23% Tue 6/5/2012 MOVE

WTD 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

NCNS MOVE Promoted to Sup NCNS

CIS Vomiting MOVE CIS Sore Eyes

MOVE CIS Sore Eyes

0 Sat

0 Sun

0 Mon

0 Tue

WTD

6/2/2012

6/3/2012

6/4/2012

6/5/2012

155 1 20 1 1 32 1 160 185

235 NCNS NCNS Promoted to Sup 317 CIS Vomiting 355 CIS Sore Eyes 100 907

52 45

117

CIS Sore Eyes

556

214

WTD

Sat 6/2/2012

Sun 6/3/2012

Mon 6/4/2012

Tue 6/5/2012

0 0 0 0 0 0 0 0 0 NCNS NCNS Promoted to Sup

CIS Vomiting

CIS Sore Eyes

CIS Sore Eyes

Wed 6/6/2012 Latoya's Visit

Thu 6/7/2012

Fri 6/8/2012

WTD

Sat 6/9/2012

Sun 6/10/2012

Maternity Leave

Maternity Leave

Maternity Leave

CIS Sore Eyes

CIS Sore Eyes

CIS Sore Eyes

0 0.00% Wed 6/6/2012 MOVE

0 0.00% Thu 6/7/2012 MOVE

0 0.00% Fri 6/8/2012 MOVE

0 0.00%

0 0.00% Sat 6/9/2012

19 146.15% Sun 6/10/2012

WTD

MOVE

MOVE

MOVE

MOVE CIS Sore Eyes

MOVE CIS Sore Eyes

MOVE CIS Sore Eyes

0 Wed

0 Thu

0 Fri

0 Sat

0 Sun

6/6/2012

6/7/2012

6/8/2012

WTD

6/9/2012

6/10/2012

CIS Sore Eyes

CIS Sore Eyes

CIS Sore Eyes

2233

Wed 6/6/2012

Thu 6/7/2012

Fri 6/8/2012

WTD

Sat 6/9/2012

Sun 6/10/2012

CIS Sore Eyes

CIS Sore Eyes

CIS Sore Eyes

Mon 6/11/2012

Tue 6/12/2012

Wed 6/13/2012

Thu 6/14/2012

Fri 6/15/2012

WTD

19 146.15% Mon 6/11/2012 Tue 6/12/2012 Wed 6/13/2012 Thu 6/14/2012 Fri 6/15/2012

0 0.00%

WTD

0 Mon Tue Wed Thu Fri

6/11/2012

6/12/2012

6/13/2012

6/14/2012

6/15/2012

WTD

Mon 6/11/2012

Tue 6/12/2012

Wed 6/13/2012

Thu 6/14/2012

Fri 6/15/2012

WTD

Date 6/2/2012

ACCM Isada, Ramon Felipe

Supervisor2 Arrieta, Elizalde

Agents Name Gabison, Jovie Marie Peteros, Floremay

Stafftime ACD 4.78 4.24 15 9

6/4/2012

Arrieta, Elizalde

Alivio, Monique Amago, Lorenz Mae Banglos, Rowel Deliverio, Dympna Diaz, Aileen Gabison, Jovie Marie Peteros, Floremay Romarate, Myrtle Vicente, Rona Rachel Robles, Charlemagne

5.46 6.92 5.9 5.54 4.94 6.79 5.93 6.63 6.96 5.27 60.36

0 78 70 0 0 72 52 31 42 0 345

Total

6/5/2012

Arrieta, Elizalde

Alivio, Monique Amago, Lorenz Mae Banglos, Rowel Caete, Venice Clamucha, Claudie Jake Diaz, Aileen Gabison, Jovie Marie Peteros, Floremay Regner, Junmar Romarate, Myrtle Vicente, Rona Rachel Robles, Charlemagne

2.02 6.11 1.93 7.19 6.98 0.12 5.94 7 2.35 2.2 6.66 1.95 50.45

0 22 8 29 25 0 13 17 8 7 21 0 150

Total

AHT 861 1497

Talk Time 689 1087

Work Time HOLD 26 84 146 327

Occupancy 0.9692 1

Total Aux % Transfer % 0.2632 0.1781 0.0667 0

OutBound % 0.0961 0

1 132 161 92 101 28 44 12 16 0.9201 0.9064 0.5796 0.4156 1 1 175 260 532 398 110 148 428 292 26 53 24 27 38 58 80 79 0.7867 0.9484 0.9733 0.9651 0.4408 0.3506 0.321 0.3222 1 0.6152 0.1667 0.0577 0.0645 0.0238 0.1667 0.4

0 0 0.0091 0 0 0 0.0251 0.042 0.0367 0 0.0122

234

161

34

40

0.9176

0.171

1 469 566 639 722 353 489 558 344 15 40 25 62 101 37 57 316 1 1 1 1 0.6193 0.3492 0.2996 0.3616 1 0.4648 0.2664 0.6472 0.2423 0.2599 1 0.4289 0.1818 0.25 0.2069 0.24

0 0.0133 0 0.0251 0.0002 0 0.0444 0.0208 0 0 0.0242 0 0.0165

694 715 419 996 888

387 469 258 830 623

19 31 33 28 35

288 215 128 138 229

0.6319 0.6207 1 0.9997 1

0.1538 0 0.25 0 0.0952

677

469

33

175

0.8889

0.16

Coaching % 0.0009 0

0.9785 0.386 0.3161 0.9791 0.8895 0.2574 0.1908 0.0946 0.1649 0.9523 0.4868

0.9992 0.1896 0.2142 0.1176 0.1436 0.9955 0.1071 0.0464 0.2288 0 0.0701 0.9989 0.1877

4 June 2012 Name Alivio, Monique Banglos, Rowel Amago, Lorenz Mae Deliverio, Dympna Gabison, Jovie Marie Diaz, Aileen Clamucha, Claudie Jake Romarate, Myrtle Caete, Venice Robles, Charlemagne Peteros, Floremay Vicente, Rona Rachel Regner, Junmar

A_H_T 713.74 560.48 510.87 798.53 491.07 638.78 651.58 775.3 746.79 700.6 612.04 706.44 545.28 642.97

POS REVENUE 1025 2298 1494 628 2129 1115 1535 1650 1240 2279 1102 696 749 19344

CR!FT REPEAT RATE 0.2573 0.2406 0.2389 0.2331 0.2281 0.2237 0.2216 0.199 0.1941 0.1907 0.1899 0.1618 0.1579 0.2105

Source: KPI Report on June 1 file

\\cebstore\Departments\Operations\AT &T Uverse\Reports\KPI - Joseph Cerame\May 5 June 2012 Name Alivio, Monique Banglos, Rowel Amago, Lorenz Mae Deliverio, Dympna Gabison, Jovie Marie Diaz, Aileen Clamucha, Claudie Jake Romarate, Myrtle Caete, Venice

A_H_T

POS REVENUE

CR!FT REPEAT RATE

Robles, Charlemagne Peteros, Floremay Vicente, Rona Rachel Regner, Junmar

% Transfered 0.4061 0.3733 0.4438 0.3956 0.4703 0.3868 0.4493 0.3681 0.4127 0.4651 0.3725 0.4242 0.4156 0.4169

SA% RANK QUALIFIED 0.9989 119 No 0.8383 27 No 0.804 0.9988 0.8543 0.7723 0.8624 0.9605 0.8828 0.9953 0.8611 0.877 0.9116 0.845 32 145 18 79 59 90 86 47 41 96 34 No No No No No No No Yes No No Yes

AMOUNT PHP 0 PHP 0 PHP 0 PHP 0 PHP 0 PHP 0 PHP 0 PHP 0 PHP 0 PHP 1,000.00 PHP 0 PHP 0 PHP 1,000.00

% Transfered

SA%

RANK QUALIFIED

AMOUNT

Agent Follow-Up Too

AT&T Uverse Blue - Cebu 6/6/2012 Last Name
DIAZ CALAMUCHA PETEROS ROMARATE ALIVIO BANGLOS GABISON ROBLES ROBLES

Day: S M T W Th F S

First Name
AILEEN CLAUDIE JAKE FLOREMAY MYRTLE MONIQUE ROWEL JOVIE MARIE CHARLEMAGNE CHARLEMAGNE

Sup Initials Problem(s) Identified

EA EA EA EA EA EA EA EA EA NOT CHECKING MYCSP AER STATEMENT AER STATEMENT EMPATHY STATEMENT EMPATHY STATEMENT NO ASSURANCE STATEMENTS RECAP / SELF SERVICE OPTIONS SELF-SERVICE OPTIONS RESOLVE STATEMENT SETTING UP EXPECTATIONS ACCORDINGLY HOLD PROCEDURE NOTES EMPATHY STATEMENT

AMAGO CAETE CAETE DELIVERIO

LORENZ VENICE VENICE DYMPNA

EA EA EA EA

Last Name
AMAGO BANGLOS Claudie Jake Marnie Grace Venice REGNER Claudie Jake

First Name
LORENZ ROWEL Clamucha Rosales Caete JUNMAR Clamucha

Sup Initials Risk List

EA EA EA EA EA EA EA CIL - PERSONAL MATTERS CIS - STOMACH PAIN CIS - ACUTE GASTROTITIS CIS - LARYNGITIS CIS - FAMILY MATTERS ABSETEEISM TARDINESS

Agent Follow-Up Tool (AFT)

(circle one) Suggested FollowDate Placed on up? Not In DPA
5/30/2012 VIS / RP VIS / RP VIS / RP VIS / RP ST, RP, SG RP/SE RP/SE RP/ST 5/19/2012 5/19/2012 5/22/2012 5/19/2012 5/19/2012 5/21/2012 5/17/2012 5/30/2012

Root Cause Educational Tool Used Improvement

SKILL Will Will Will Will Will Skill Skill Skill AN/SE RP/ SE RP/ SE RP/ SE RP/ SE RP, FB RP/ST RP/ST RP/SE for follow up SI SI SI SI LI SI SI NI

Will Skill Skill Skill

RP/ SE RP/SE AN/SE RP/SE

SI for follow up for follow up for follow up

RP/ ST

5/19/2012 5/30/2012 5/30/2012 5/30/2012

Root Cause Educational Tool Used Improvement

Will Will Will Will Will Will Will SE SE SE SE SE SG SE LI LI LI LI SI followup LI

Suggested FollowDate Placed on up? Not In DPA

SE, POS AN /SG AN /SG AN /SG AN /SG AN /SG 5/4/2012 5/19/2012 5/19/2012 5/19/2012 5/29/2012 5/31/2012 5/24/2012

Days on Last Education DPA Date

1 1 1 1 1 1 1 1 1 5/30/2012 5/25/2012 5/25/2012 5/25/2012 5/25/2012 5/25/2012 5/25/2012 5/25/2012 5/30/2012

Days Since Last Education

1 4 2 1 2 4 2 2 1

1 1 1 1

5/25/2012 5/30/2012 5/30/2012 5/30/2012

2 1 1

Days on Last Education DPA Date

3 3 3 3 2 5 3 6/4/2012 6/3/2012 5/25/2012 5/25/2012 6/4/2012 6/4/2012 6/4/2012

Days Since Last Education

1 2 3 3 1 1 1

INCIDENT REPORT (IR) / ELECTRONIC-IR

Report Submitted by: Date Submitted: Elizalde D. Arrieta May 31, 2012 Report Received by: Date Received: Date Hired: 2012-01-23

Name of Employee : Junmar Regner Date Committed 5/21/2012

Employment Status: Project-Based Nature of Incident Attendance Missed Shift -

Previous Disciplinary Actions (Use extra sheet if necessary)

Total EAF Points

Description of Incident :
Personnel/s Involved Date and time of occurrence Place of Occurrence Nature of Incident : Attendance (CIS / CIP) NCNS Tardiness Zero Tolerance Violation Unsatisfactory Work Performance OTHERS - please specify below

Junmar Regner 5/21/2012 Operations BRIEF DESCRIPTION: You did NCNS last 2012-05-21. For this reason you have incurred a total points. You have been made aware of the consequences of your actions this you are advised to inform your supervisor or the sick hotline 2 hours Failure to comply with the said requirement will lead to Written Warning. RECOMMENDATION/S FOR IMPROVEMENT: Written Warning Recommended Corrective Action: Verbal Counselling Written Warning Final Warning Termination (for endorsement to HR)

ELECTRONIC NOTICE TO EXPLAIN: Please respond within 48 hours as to why you should not be sanctioned accordingly due to stated above. Your failure to submit an explanation to this EAF will be construed as a waiver of your right to be heard, thus the inve decision for this case will proceed with basis on records of evidence/s we have on file.

By acknowledging this communication, you confirm that your supervisor/manager discussed the contents of this Incident Report, the that you allegedly violated, and the corresponding level of Corrective Action that shall be meted upon should the said allegation is p 1 2 3 4 5 Employee's Name & Signature / Date & Time Supervisor's Name & Signature / Date & Time Manager's Name and Signature / Date & Time Center Manager / Date & Time HR Representative / Date & Time FULL NAMES & SIGNATURES / DATE & TIME Junmar Regner Elizalde D. Arrieta Ramon Isada TJ Cabili

/ ELECTRONIC-IR

-23 Department/Account/project U-Verse Blue EAF 2 Action Taken Verbal Warning

Project-Based

ture of Incident dance Missed Shift -

otal EAF Points

ncident :

Junmar Regner 5/21/2012 Operations BRIEF DESCRIPTION: 2012-05-21. For this reason you have incurred a total of 2.00 EAF een made aware of the consequences of your actions and because of to inform your supervisor or the sick hotline 2 hours before your shift. th the said requirement will lead to Written Warning. RECOMMENDATION/S FOR IMPROVEMENT: Written Warning Recommended Corrective Action: Verbal Counselling Written Warning Final Warning Termination (for endorsement to HR)

hy you should not be sanctioned accordingly due to the allegations ed as a waiver of your right to be heard, thus the investigation and on file.

ger discussed the contents of this Incident Report, the Company Rules at shall be meted upon should the said allegation is proven true. FULL NAMES & SIGNATURES / DATE & TIME Junmar Regner Elizalde D. Arrieta Ramon Isada TJ Cabili

Date

Last Name

First Name

ACD

Sched Status

Actual Status

Supervisor

6/1/2012 Alivio

Monique B.

5602312

Now

Absent

Arrieta, Elizalde

Friday

Amago

Lorenz Mae T.

5602314

Now

Absent

Arrieta, Elizalde

Regner

Junmar G.

5602293

Now

Absent

Arrieta, Elizalde

Vicente Peteros

Rona Rachel Floremay T.

5602304 5602290

Now Now

Absent Absent

Arrieta, Elizalde Arrieta, Elizalde

Date

Last Name

First Name Caete

ACD

Sched Status Now

Actual Status Absent

Supervisor Arrieta, Elizalde

6/2/2012 Venice

Monday Junmar

Regner

Now

Absent

Arrieta, Elizalde

Claudie Jake Clamucha

Now

Absent

Arrieta, Elizalde

Date

Last Name

First Name

ACD

Sched Status

Actual Status

Supervisor

6/4/2012 Dympna

Deliverio

Now

Absent

Arrieta, Elizalde

Comment

Absent MTD Total EAF

Phone Number

Comments

Date submitted of MC submitted medical cert already submitted medical cert already

CIS - Laryngitis

1.75

medical certificate +1(932)584-9904 required medical certificate +1(917)424-4852 required havent received any text +63 9225721805 messages yet medical certificate +63 9273605390 required +63 9326185012 approved by CCMS

CIS High Fever 3

5.75

NCNS CIS Highblood Pressure VL

6.5

2 1

2.5 0.75

submitted medical cert already

Comment NCNS

Absent MTD Total EAF 5 2.5

Phone Number 932153-8067

Comments Did not answer the phone calls

Date submitted of MC

CIS Vomiting

6.5

9225721805

able to call the agent and ask for the reason of absent. Late Notification

CIS - Father was very sick and that no one will take care. 4

5.75

9327725621

Called and texted the agents. Late Notification

Comment

Absent MTD Total EAF

Phone Number

Comments Did not answer the phone calls / not responding to text messages

Date submitted of MC

NCNS

32 4709079

Date Submitted the Medical Certificate Hospital/ Clinic

Comments

6/4/2012

6/5/2012 have seen the text messages already

6/4/2012

Hospital/ Clinic

Comments

Hospital/ Clinic

Comments

Date

First Name

Last Name

Issues

Time Logout

Time Login

Differences

5/31/2012

Jovie Marie

Gabison

Switch Error

0:04:26

0:13:21

0:08:56

5/31/2012

Jovie Marie

Gabison

Idle Console

21:00:00

21:23:27

0:23:28

6/1/2012 Aileen

Diaz

Idle Console

21:59:26

2:24:16

4:24:50

6/1/2012 Aileen

Diaz

Idle Console

6/1/2012 Aileen

Diaz

Idle Console

3:46:04

TL

Comments

Exempt

Time Adjustment

AT&T CEBU Blue Customer Service Switch EA Error - Local 00:04:26 00:13:21 00:08:56

Done

AT&T CEBU Blue Customer Service Idle Console Adjustment 21:00:00 21:23:27 EA 00:23:28

Done

missing 2012-06-01 21:59:26 2012-06-02 EA 02:24:16 04:24:50 No Time Adjustment

Manually Logout by the WFM for those who EA went on coaching without Clients permission

missing

Manually Logout by the WFM for those who EA went on coaching without Clients permission

early departure

Daily Goal 6/5/2012 Karen Jacel Genora Joselito Reyes Rogelio Braga Ronald Canoy Ayan Alcuizar Winston Tirol Ernesto Hilado Jr John Marc Acut Renen Espiritu Jona-Fe Quinones Rouel Palang Elizalde Arrieta Jerome Narvasa Totals 4400 1200 2800 2000 2100 2400 1200 1800 1000 1200 1800 2200 400 17600 1643 1324 1164 887 857 784 722 653 500 466 227

214
35 9476

Query for: Elizalde Arrieta First Name Monique Lorenz Mae Rowel Rodellyn Ann Venice Claudie Jake Dympna Aileen Jovie Marie Floremay Junmar Charlemagne Myrtle Marnie Grace Rona Rachel Last Name Alivio Amago Banglos Buena Caete Clamucha Deliverio Diaz Gabison Peteros Regner Robles Romarate Rosales Vicente ######## ###### ####### 0 0 235 0 0 0 0 0 0 317 0 0 355 0 100 1007 0 0 52 0 45 0 0 0 0 0 117 0 0 0 0 214

Date

Agent Name

Customer Name

6/2/2012

Jovie Marie Gabison Betty Reave

Comments I got one agent name Jovie Mari Gabison who got a Kudos Call from a customer Betty Reave 281255690: "Rep did really help me and did what she possibly could to help me. She assisted me in resolving my issues. She's very helpful and took care of me as well" - Betty Reave

Metric

JUNE KPI weekly COMMITMENT Commitment EOM MAY

Issue/Root Cause (Behaviors)

Will issue among agents

Warm Transfers and Consults HOLD TIME 80 85 98.71 Long queue to other department

Tool Navigation and My CSP familiarization Agents not well versed in offering solutions and NOT involving to resolve REPEAT RATE System down issue will always result to repeat 0.1942 callers

15

17

Action Plans & Other Initiatives

Metrics to Impact

Owner

Execution Date

Address this behaviors head on, issue warnings to repeat offenders. Ensure communication is sent and documented Transfer validation process, will need to ask permission from a supervisor or SME if to transfer a call to another department Ensure that they get back to their customers or try to offer a callback Show me process to be conducted by the TL, scavenger hunt to see if agent can really locate a certain topic and make sure to bookmark frequently used topics to avoid long search time Ensure that they are following the involve to resolve process and agents are being issued warning and progressions if they continue not complying TL will try to ensure that some of the customers be offered a callback specifically customers who were upset and irate onset of the call

AHT and CR!FT AHT and CR!FT AHT and CR!FT AHT,CR!FT & Repeat Rate

TL Eli and ACM

6/4/2012

TL Eli Agent/TL Eli

6/4/2012 6/4/2012

Agent/TL Eli

6/4/2012

CRIFT

TL Eli

6/4/2012

CRIFT

TL Eli

6/4/2012

Completion Date

Status Comments

6/9/2012

6/9/2012 6/9/2012

6/9/2012

6/9/2012

6/9/2012

Date

ATTUID

REP

COACH

CSM

GM

VP

6/1/2012

ea809n

ARRIETA, ELIZALDE

STEWART, LATOYA E

RHODES, JAYME J

HARRIS, KEITH

PALMER, JOHN

cr507w

ROBLES, CHARLEMAGNE

STEWART, LATOYA E

RHODES, JAYME J

HARRIS, KEITH

PALMER, JOHN

cr507w

ROBLES, CHARLEMAGNE

STEWART, LATOYA E

RHODES, JAYME J

HARRIS, KEITH

PALMER, JOHN

cr507w

ROBLES, CHARLEMAGNE

STEWART, LATOYA E

RHODES, JAYME J

HARRIS, KEITH

PALMER, JOHN

cr507w

ROBLES, CHARLEMAGNE

STEWART, LATOYA E

RHODES, JAYME J

HARRIS, KEITH

PALMER, JOHN

cr507w

ROBLES, CHARLEMAGNE

STEWART, LATOYA E

RHODES, JAYME J

HARRIS, KEITH

PALMER, JOHN

cr507w

ROBLES, CHARLEMAGNE

STEWART, LATOYA E

RHODES, JAYME J

HARRIS, KEITH

PALMER, JOHN

vc248v

CANETE, VENICE

STEWART, LATOYA E

RHODES, JAYME J

HARRIS, KEITH

PALMER, JOHN

dd909n

DELIVERIO, DYMPNA STEWART, LATOYA E RHODES, JAYME J HARRIS, KEITH PALMER, JOHN

GABISON, JOVIE MARIE jg283b STEWART, LATOYA E RHODES, JAYME J HARRIS, KEITH PALMER, JOHN

rv248v

VICENTE, RONA RACHEL

STEWART, LATOYA E

RHODES, JAYME J

HARRIS, KEITH

PALMER, JOHN

BAN

CASE ID

RECEIVED/ CREATE DATE

STATUS

DRIVERS

QUEUE

AGENT ID

'106413483

G26730239 #########

Rejected

Refund-No payment credit Billing balance Investigation

ea809n

'113544252

G26558013 #########

Rejected

OOSIncorrect routing to OMC

Billing Investigation

cr507w

'112928509

G26176971 ######### Rejected

PaymentsInsufficient Information

Billing Investigation cr507w

'118302654 G26206590 ######### Rejected

OOSIncorrect routing to OMC Billing Investigation cr507w

OOSIncorrect routing to OMC '118302654 G26206590 ######### Rejected Billing Investigation cr507w

OOSIncorrect routing to OMC '117492128 G26250611 ######### Rejected Billing Investigation cr507w

OOSIncorrect routing to OMC '118151812 G26335287 ######### Rejected Billing Investigation cr507w

101650719

G27243921 #########

Rejected

Offernet promo -not available to select within the drop Billing down Investigation vc248v

'118493077

G26529366 #########

Rejected

Pending Order

BOS-IDDB

dd909n

'117056736

G26323291 #########

Rejected

AdjustmentsInsufficient Billing Information Investigation

jg283b

'114784849

G27532888 #########

Rejected

PromotionInsufficient Billing Information Investigation rv248v

ISSUE RESOLVED? IF NOT, WHY NOT?

Supnotes: ea809n No further action taken as there's no payment credit on the balance. Case close

Supnotes: ea809n No further action taken As per case request customer is under 30 DAY MBG, hence charges on the account is due to cpe. Case Close

112928509 Erik called in to check on the status of an open case. He paid his bill but to his old account which was canceled. He wanted that payment to be trans to his new account. Trans to collections. He also wants his service restored. Supnotes: ea809n As per indicated in the notes the cust has been transfered to the collections account. Case Close.

Supnotes: ea809n No further action taken As per case request customer is under 30 DAY MBG, hence charges on the account is due to cpe. Case Close

Supnotes: ea809n No further action taken As per case request customer is under 30 DAY MBG, hence charges on the account is due to cpe. Case Close

supnotes: ea809n no further action needs to be taken. case close

supnotes: ea809n No further action needs to be made since acct is cancelled and bill has been adjusted already. case close

Returned: Cannot add $14.95 pricing promo as $23.05 promo option in order to get that pricing is missing in the list of promos. supnotes: ea809n Need to call Group O to verify first if the promotion has been removed or is no longer active. However, if there's nothing they can do we will adjust manually which will be good for a year. so far 3 months promotion has been applied.

supnotes: ea809n Cx can make a new order without conflict with the system since the pending order has been removed already.

Supnotes: ea809n Adjustment has been made already to satisfy cx. Adjusted 252.02 dollars on her bill. Case close

supnotes: ea809n Verified with BIBA for a debit bal of 80.48 dollars. Payment posted was on 02/06/2012 for $144.00 using her cc and no payment for 2 consecutive months. Cx needs to pay for the balance on her acct.Agent has been coached for proper notation of acct. case close.

First Name

Last Name

Dates Time Record #

Opening Spiel

AER Building Rapport

Discovery Questions

Resolving Bills Issues

Transition to Sales

Set Expectations on Appropriate Product Proration and One Time Offering Charges

Set Expectations on SelfInstall & Full-Tech Install

Self-Service Options

Recap Summary

Closing Spiel

Total Score

% of Adherenc e

WTD

Comments

Record ID SBS SBS SBS SBS SBS SBS SBS SBS

Date 6/1/2012 6/1/2012 6/1/2012 6/1/2012 6/1/2012 6/1/2012 6/1/2012 6/1/2012

Supervisor Elizalde Arrieta Elizalde Arrieta Elizalde Arrieta Elizalde Arrieta Elizalde Arrieta Elizalde Arrieta Elizalde Arrieta Elizalde Arrieta

Advisor Venice Ceete Venice Ceete Charlemagne Robles Charlemagne Robles Charlemagne Robles Claudie Jake Claumucha Claudie Jake Claumucha Claudie Jake Claumucha

Call Opening Validation Customer relay concern AER statementprior to Assurance of verification help 1 1 1 1 1 1 1 0 1 0 1 1 1 0 1 1 Paraphrase customer concern 1 1 1 1 1 1 1 1

Name & Location 1 1 1 1 1 1 1 1

Excessive Rapport Dead Air / Hold 1 0 1 1 1 1 1 1 1 1 1 1 1 0 1 0

Call Closing Confirm Customers Resolution/Sati Tone indicated sfaction Satisfaction 0 0 1 1 1 1 0 0 1 1 1 1 1 1 0 0

Advisor Average

62.50% 100.00% 100.00% 62.50% 87.50% 100.00% 75.00% 62.50% #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

#DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

#DIV/0! #DIV/0! #DIV/0!