NA S PA N I S H , MX AND BR P L A N N I N G

March 15, 2017

OBJECTIVE

The purpose of this document is to facilitate the bi-weekly meeting for NA Spanish, MX, and BR HC
planning. We will discuss the March RNO Over -Under staffing, New Hire requirements, and AHT trends in
this document.

AHT TRENDS

AHT actuals comparison with OP2 and forecast for 7 th March staffing plan:
As discussed in last call upward trend continues for US_Primary_Spanish for Phone and Chat as compared
to OP2 and 2016 actuals , however there is improvement in Email AHTs(16 Mins in last 3 weeks ) .Similar
upward trend is displayed by MX_Primary Phone and Chat.
BR_Primary continues to show better performance on AHT compared to OP2 and 2016 actuals.
Below table is the weighted AHT in Mins for the respective durations mentioned
2017 March 7
2016
Contact Actuals Staffing % Increase
Forecast Group OP2 (Week 1
Type (Week 1 Plan (Week Over OP2
to 52)
to 10) 11 to 52)
US_Primary_Span
Phone
ish 11.4 10.2 11.3 10.1 11%
US_Primary_Span
Chat
ish 12.8 11.6 12.7 11.0 7%
US_Primary_Span
Email
ish 16 15.6 17.0 14.5 13%
MX_Primary Phone 11.2 9.9 10.7 9.8 10%
MX_Primary Email 16.0 16.6 16.8 17.4 4%
MX_Primary Chat 14.9 13.8 13.8 13.3 8%
15.5
(reduction
BR_Primary Email till March
end . 17.0
15.4 18.4 for Apr-Dec) 18 -16%
BR_Primary Phone 8.3 9.2 8.2 8.3 -10%

PLANNED NEW HIRES WEEKS 11-21 (COMPARISON OF 7TH - MARCH STAFFING PLAN VS. OP2)

Below table captures the New Hire requirement changes in March LTF vs the OP2 Plan
There is decrease in requirement for New Hires in BR primary in WK 15 and Wk 20 in March LTF as
compared to OP2
US Sites _Retail would require the class to join a week earlier as compared to OP2
Wk1 Wk1 Wk1 Wk1 Wk1 Wk1 Wk1 Wk1 Wk1 Wk2 Wk2
Ramp Path 1 2 3 4 5 6 7 8 9 0 1
BR_Primary 0 0 0 0 0 0 0 10 0 0 0
G_US_Pri_SP_MX_Phone 0 25 0 25 0 0 0 20 0 25 0
G_VCC_SJO_US_Pri_SP_MX_Phon
e 0 0 0 0 0 0 0 0 0 0 0
US_Sites_Retail 0 0 25 50 50 50 0 50 0 50 50
March LTF Total 0 25 25 75 50 50 0 70 0 75 50
BR_Primary 0 0 0 0 5 0 0 10 0 5 0
G_US_Pri_SP_MX_Phone 0 25 0 25 0 0 0 20 0 25 0

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NA S PA N I S H , MX AND BR P L A N N I N G

March 15, 2017

G_VCC_SJO_US_Pri_SP_MX_Phon
e 0 0 0 0 0 0 0 0 0 0 0
US_Sites_Retail 0 25 0 50 50 50 0 50 0 50 50
OP2 Total 0 50 0 75 55 50 0 80 0 80 50
Dif 0 -25 25 0 -5 0 0 0 0 -5 0

OVER UNDER STAFFING

Below table captures the Over Under staffing in the balanced March LTF.
NA Spanish/MX Primary:

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NA S PA N I S H , MX AND BR P L A N N I N G

March 15, 2017

BR Primary

DISCUSSION POINTS

BR Primary new hire to be discussed in call today

Service level goals for NASP to be kept unchanged and to be observed till March end
VTO % to be observed closely with the Mozart Launch timelines.
BR_Primary Email to be changed to 6 hour SL

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