Teleperformance Presentation for

Teleperformance Presentation for.

ATTENDEES. Darrel Rosales Global Account Manager.

AGENDA- Updated. AGENDA TIME SLOT OWNER/ SPEAKER LOCATION DURATION WELCOME 9 PM Ness Building entrance 10mins INTRODUCTIONS 8: 05 to 8:35 PM Sergio & Scott Boardroom (2F) 30mins STRATEGIC SESSION IMPLEMENTATIONS w/HLT 8:35 PM to 9:35 PM TP leaders only Rose Erika Boardroom (2F) 60mins SITE TOUR Kate - 9:40 PM to 10:10 PM - General areas - 10:10 PM to 10:15 PM - Training room 302 - 10:20 PM to 10:35 PM - Training room 401 - 10:40 PM to 10:55 PM - Training room 403 - 11PM to 11:15 PM - Production Floor - 11:20 PM to 11:50 PM - (TRAINING and JUMP) - WFM 11:50 PM to 12 AM - Ness , Darrel and SMEs GF, 2F, 3F, 4F & 5F Kate Recruitment Hub (GF) 8 SLIDES 30 mins Darrel and Ness General areas like videoke , HR, clinic, cafeteria and gym (2F, 5F) 15mins Len on standby Training room#1-3 with COX trainees (3F & 4F) 15mins (each for 3 classes ) Darrel & Team Len Arvin Production floor with COX branding (5F) Training & Foundations, JUMP & Quality & Cloud Campus Overview 4 SLIDES 30mins Mission Control Center 1 SLIDE 5mins Coffee Break (Ensaimada) 12 AM to 12:15 AM Digital Experience Center (5F) 15mins TPPH Overview. Sites, Verticals, Population, Awards 12:15 to 12:45 AM Scott and Francis Digital Experience Center (5F) 3 SLIDES 15mins TPPH Media and Entertainment Overview Digital Experience Center (5F) 2 SLIDES 15mins Agent FGDs 12:45 AM to 1:15 AM Darrel Learning Center (5F) 30mins FGD SUPPORT 2 Sups QAS trainers 1:15 AM to 1:45 AM Darrel Learning Center (5F) 30mins Snack Break 1:45 AM to 2 AM Digital Experience Center (5F) 15mins Overview of Comcast relationship Globally. Review Value adds like Elevation submissions and TAP projects Product Experience Best Practices 2 AM to 2:30 AM Darrel Digital Experience Center (5F) 30mins Debrief 2:30 AM to 3 AM Sergio & Scott Recruitment Hub (GF) 30mins CLOUD CAMPUS show 3 AM to 3:10 AM Len Front of the building where Cloud Campus Jeepney is parked 10mins ENDS 5:00 AM.

Goals & Objectives.

5. Setting up Cox Communications for Success. Ramp Readiness Playbook.

6. High Level Timeline for Cox. KEY PROJECT MILESTONES HIRING Wave 1: 51 of 53 completed the Foundations / Culture Training on 6/11. 51 active in PST Wave 2 (on-going): 43 hired as of 6/16 vs 54 requirement TECH Cox ID creation completed for 51 in Wave 1; 100% working Cox ID creation completed for support as well. Support will be taking calls as part of their certification On Track: Pre-UAT and Off Network Test OFFSHORE SUPPORT AND RELATIONSHIP Leveraged on our expertise in Latin America and partnered with Cox Training Team in getting US trainers to run classes for PH. Also got help on experienced supervisors for the RevUp Program.

Talent Acquisition.

Discussion Items. TOPICS: COX Communications Profile and Hiring Process Digital Recruitment Process – Innovation Process Re-defined Strategies and Initiatives.

9. Talent Acquisition Process. English language proficiency Active listening, Conversational and Negotiation Skills Excellent skills in creating exceptional customer service experience, Sales orientation and Problem solving skills..

Best Practices. Challenges. Material. Discussion about their COX implementation journey.

Digital Recruitment Process. Innovation. . SIMPLER FASTER SAFER.

Leads Generation/ Sourcing Application Form Requirements Job Offer Final Interview Online Exam Initial Interview.

Sourcing Initiatives. Bring-a-Buddy's Summer Shopping Spree promo Shop to your heart's content as Bring-a-Buddy gives you a chance to enjoy PHP 50.000 worth of shopping credits on top of your referral bonuses this summer! Teleperftymance Bring-a-Buddy.

Sourcing Initiatives. Facebook Specific Ads Jobstreet Postings.

Training , Quality and Work Force Management. 15.

16. Training Process Map. Red hats Design Thinking Tools Simulations Top Contact Driver Certification Gamification & Assessments.

17. Teleperformance Best QA Methodology. Assessment of Quality.

18. Teleperformance Cloud Campus was carefully designed to deliver a rich, engaging, and social environment by keeping remote teams connected via centralized, secure, and integrated operations..

Virtual Training Room. Virtual Engagement Motivation.

Analyze historical volumes, seasonality, and external events. Forecast the volume of interactions.

Coffee Break. 21.

Teleperformance Philippines.

Baguio Manila Cebu Cagayan de Oro Davao Antipolo Bacolod.

17 th Philippine Quill Awards August 2019 Award of Excellence.

diiii. 25. Teleperformance McKinley. Located in Taguig City, a leading financial and lifestyle center in the Philippines The site is accessible by jeepneys and taxi and is near Fort Bonifacio Features a Digital Experience Centre, a state-of-the-art presentation room for showcasing Teleperformance’s digitization and automation capabilities Features a recruitment bay supporting a completely paperless environment.

26. Our Expertise and Experiences. Financial Services, Insurance & Business Services.

Total FTE 12,363 Channels Voice, Back Office, Chat, Email and Social media Services Customer Care, Tech Support, Collections, Activation Queue, Dealer Queue, Support Agents Countries Supported.

Agent FGDs. 28.

FGD Support 2. 29.

Snack Break.

Overview of Comcast Relationship Globally.

Guadalajara Monterrey Aguascalientes Montego Bay Dominican Republic Colombia Romania India Makati Davao.

33. Virtual Training & Speed to Proficiency. New Hire Performance Improvement.

34. Agent Journey Mapping. Recruitment – Training - Operations.

35. Gamification & Innovation. Engaging Learners with Gamification and New Technology.

36. Client Communications. ELEVATIONS. . 2022 TP CONTRIBUTION TOP 25 ELEVATIONS SSN Shouldn't required for XM sales (Just lines) – In Progress: there are 885K customers who don't have a social security number who qualify for XM by having HSD. If we use the ILC process this could offer a good solution for our CX Payment History on My Account App – In Progress: Customers are requesting to see their payment history as a ledger within Xfinity My Account and My Account App as a quick way to view payment history Email notification for prorates – Waiting for implementation: Whenever you make a change on customer's services that is going to impact their bill include prorated amount for new month of service on the customer approval or send a text or email with the amount.

37. PRODUCT EXPERIENCE CENTER. Different Product Areas highlighting benefits of each product featured Bring agents closer to Xfinity Products to experience the enthusiasm and thrill for Product Value Features Product Videos and Simulations Product Fluency Games in TP Arcade Mysource and competitive carts/competitive edge resources and looping back to sales.

NAT - WELCOME CALL New Customer Check In.

39. Welcome Call. CUSTOMER PROFILE CALLING TIMES AVERAGE HANDLE TIME OUTBOUND CONTACT RATE.

40. Call Scenarios. SATISFIED CUSTOMER. ONGOING PROBLEM/CURRENTLY DISSATISFIED.

41. Call Guidance And Callback Guidance. Prior to making the outbound call, conduct a pre-call review of the customer’s account to identify any potential ongoing problems or needs that might arise during the call..

WST – SMB TECH OPS AM Appointment Confirmation.

43. SMB Tech Ops AM. CUSTOMER PROFILE CALLING TIMES AVERAGE HANDLE TIME OUTBOUND CONTACT RATE.

44. Call Screnario. POC on the Line. Verify the address Get person who will be on site & contact number Covid Qualification questions (Quarantine, Flu-like symptoms, 14 days Covid exposure, 10 ft social distancing, Covid healthcare activity) Review Vendor Requirements Location under construction With permanent continuous power Access to designated area for the equipment IT professional or vendor familiar with owned equipment Someone onsite with access to the equipment Appointment Recap.

Debrief. 45.

46.

47. Quality Services Catalogue. Reporting and Analysis… What you need and when you need it.

48. QA Automation Benefits. Monitored throughout the interaction.

49. Workforce Management. WSAT – Workforce Schedule Analysis Tool.

50. Workforce Management. WSAT – Workforce Schedule Analysis Tool.