Team Daily Meeting

Coach: Melody Mariano Team Name: Hawk Date: July 15, 2012 Time: ______________________________________ Venue: _____________________________________

Agenda: Updates on WinLive handling process. Windows 8 upgrade vs. Windows 8 Gen. Availability Promo. New surveys received. PCI Compliance

TOPIC
Previous days performers:
Daily Metrics (previous day) Metric Overall Top Box Overall Bottom Box Non Resolved Top Box Non Resolved Bottom Box Resolved Top Box Resolved Bottom Box Number of surveys ASAT TB ASAT BB FCR QMS 85.00% 5.00% 80.00% 3.01 80.98% 8.70% 75.00% Goal 80.00% 5.00% 32.00% 48.00% 80.00% 5.00% Update - Current 81.52% 9.78% 18.18% 54.55% 85.55% 6.94% Metric Overall Top Box Overall Bottom Box Non Resolved Top Box Non Resolved Bottom Box Resolved Top Box Resolved Bottom Box Number of surveys ASAT TB ASAT BB FCR QMS 85.00% 5.00% 80.00% 3.01 82.85% 8.03% 71.53% Goal 80.00% 5.00% 32.00% 48.00% 80.00% 5.00% MTD Metrics Update - Current 81.75% 9.12% 33.33% 42.86% 85.77% 6.32%

AHT Tracking Accuracy Resolved Rate Absenteeism Schedule Adherence

9 98.52% 22.00% 0.00% 100.00%

9.2

AHT Tracking Accuracy

9 98.52% 22.00% 0.00% 100.00%

9.21

38.13% 0.06% 99.94%

Resolved Rate Absenteeism Schedule Adherence

37.77% 0.62% 99.38%

VKB ALERT:
1. NEW! Qualified Students who buy a pc for $699.00 or more get an XBOX Free Summary: From 5/21 9/8 Students (College and High School) who qualify for the .edu discounts on the Microsoft Student pages can Buy a PC for $699.00 or more and get 4GB XBOX for free Detail: Students who go to: http://www.microsoftstore.com/store/msstore/html/pbPage.Student_Category_Page/flyout.true and are eligible by verifying their .edu email account on the website tool will be emailed a promo code to come back to the STUDENT Store and use the promo code to get the free Xbox by purchasing a PC over $699.00. Scenario: For a complete list of FAQ's please visit http://www.microsoftstore.com/store/msstore/html/pbPage.Student_Category_Page/flyout.true 2. July 5th, 2012: Windows 8 General Availability Promotion 3. July 2012 Support Lifecycle Updates

Announcement/Reminders:
QOS tracker to be sent on a daily basis

Tagging for Office University PIN issues Escalated To; Team Manager. Please provide the spiel to your customers. We are currently checking for a fix regarding this emerging issue. Please chat back with us again for updates. Sorry for the inconvenience.
Session IDs for Office University PIN issues should be submitted to Gerber on a daily basis There are changes in mini-team assignments. Please check the update from Joey. Please take the APE this week. For Contact Us agents, the assigned schedule is on Thursday, from 10 AM to 10 PM at 11th floor pantry. Failure to comply will receive a CARE form. If you fail to take the APE on the said date, you will have to go to Sto. Domingo Diagnostic and Med ical Center Corp. Main Office in Quezon Ave., Quezon City. For July Bidding (based on June Scorecard), it will be Team Shye vs. Team Mimie. The winning team will be the first ones wh o will bid. The order of bidding will depend on agent ranking. Please take note of the critical workdays. No tardiness dute to typhoon for the coming days. Utilize the IN scope-Out of Scope guidelines.

 Use the assigned verification codes for Office University based on location and not from the queue. NACS ver.codes for Nort h America and Canada; EMEA ver. codes for EMEA and countries other than North America and Canada. You can also note in the redirect tracker that you were unable to troubleshoot/resolve a particular issue because the customers issue was beyond your technical knowledge. This should be approved by the validators. Process and spiels have been rolled out for LP to LMI chat transition. Please check Joeys email REVISED Qualifiers for June GEM incentive Volume handled will also be considered. Please check Coach Shyes email. Please accomplish pending RIA exams for May. Reports will be generated for submission. We are having high volume on issues regarding Windows Genuine Validation error. Run the slui 3 first, if its successful, t hen provide the link to check on the new validation page: http://Support.microsoft.com/pag New Scorecard condition - CAP for Resolved Rate at 40% and CAP for AHT at 9.10. Real time VTO whole day is no longer available. We can only offer half day VTO depending on the volume arrival. When requesting for leaves, make sure to utilize available VL's before requesting for VTO. Always follow 2 weeks notice. Schedule Bidding will happen within this week. We will wait for the final scorecard. (due to disputes)

No Cellphones/Gadgets on the floor will STRICTLY be observed. Security Guards will roam around to do an inspection on this. One will not be permitted to come in to the production floor if not on proper dress code.