Special Agent Insider Information

If you're reading this, then you've passed the Certification and are now a fully qualified Special Agent – congratulations!

The following information will guide you through everything you'll need to settle into your new role, as well as provide you
insider knowledge to help you perform more efficiently. Let‟ s go!

Working Hours
Maximum Hours Policy: Special Agents should not work more than 7 hours per day or 38 hours per week. Agents must
adhere to this policy or they may put their positions at risk. Agents exceeding these hours will be sent a Performance Notice via
email.

Minimum Hours Policy: Special Agents must work a minimum of 10 hours per week to remain in good standing. Weekend
Hours Policy: Special Agents must work at least six (6) hours on the weekend between 12:00AM Saturday and 12:00PM
Monday PHT. Agents failing to adhere to this policy may be sent a Performance Notice via email.

New Agents If you become a Special Agent near the end of a week or month, you will not be required to meet the minimum
requirements for that period but will need to meet the requirements in the weeks/months following.

Compensation: As covered in your Employment Contract, for purposes of computing your compensation, you will be paid on a
per second basis based on your actual work or per valid answer, whichever is higher. Actual work is deemed to start when you
take in or handle a query from the queue in the system and ends when the action is completed, i.e. when you have validly sent
the answer to the query of the customer. The amount of pay for every valid answer to the query of the customer depends upon
the working method you have employed, i.e. search completed to provide answer to the query earns PhP3.40, and validation of
answer that is provided by the Company’s system earns PhP1.70. The amount of pay for actual work performed shall be based
on the prevailing minimum wage per second.

Work Week for Calculating Minimum/Maximum Hours Your work week for calculating minimum and maximum hours begins
on Friday at 12AM PHT and ends on the following Thursday at Midnight PHT. This now aligns with a pay cycle work week

What if I know I’m not going to meet the weekly 10 hour target due to vacation, sickness, etc?

Special Agents are certainly permitted to take time off. However, you are only allowed three occurrences of failure to meet the
th
weekly minimum target within the agreement period. On the 4 occurrence, you will receive a termination notice. (Special
exceptions may be made in certain situations.)

It is very important that you email SpecialAgentsSchedulingPH@kgb.com if you are unable to meet your weekly 10 hour
minimum and/or miss the target.

When will I get paid?

Special Agents are paid every other Friday. To check how many questions you have answered in any given month, visit the Pay
Reporter in the Text Handling Platform. You can access it in two ways:

1. By clicking the ”View Payment‟ link in the Special Agents Portal.

2. By clicking the “Pay Reporter‟ link, found via the Control Panel in the Text Handling Platform‟ s drop-down menu.

Simply choose a date/week from the „Report on:‟ drop-down box, and click „Submit Query‟ for a day-by-day breakdown
of your shifts and questions handled.

Peso amount earnings are not displayed in the Pay Reporter. However, you can do the math to understand your per piece
earnings by multiplying any “Normal Answers” by 3.4 PHP and any “Used Answers” / “Send Now Answers” by 1.7 PHP.
Shifts
There are four types of shifts:

These are regular shifts that you‟ ll book on the Rota and work most often. If you book
Standard Shift
these shifts, you should login to work them.

Sometimes the volume of texts is high, and we‟ ll need back-up from the community when
all Standard Shifts are already filled. Schedule for „Try Me‟ shifts if all Standard Shifts for a
timeframe you want to book are full, but you are still interested in working. Agent Otto will e-
mail you if help is needed.

Otto Message: "Special Agent [Your Name], We are currently very busy and could use a
little help. If so, sign in to the text handling tool now. Thanks, Agent Otto"

All scheduled hours will appear in Shift Summary e-mails, but even if you have
scheduled ‘Try Me’ shifts, do not login these hours unless Agent Otto has contacted
‘Try Me’ Shifts you asking for help.

If you cannot make a „Try Me‟ shift when Agent Otto contacts you, don‟ t worry – you
don‟ t have to sign in (nor tell us that you can‟ t), if you can just login to the platform and
start to work.

Also, it‟ s important that you don‟ t exceed your 7 hours per day or 38 hours per week
maximum. If you are at or close to your maximum hours and Agent Otto asks you to come to
work or extend your shift, you should not accept. We understand if you go over by a bit when
you‟ re finishing up that last question, but it really is important that you don‟ t consistently go
over the maximums.

Default Availability is Agent Otto‟ s second port of call if the amount of „Try Me‟ Agents
logging on does not help meet demand.

Your Default Availability is blocks of hours in which you know you are regularly available to
be contacted by e-mail if the need for back-up arises.

Being Agent Otto‟ s fall back after „Try Me‟ shifts, is a great way to pick up extra hours when
Default
you have time to work, but there is no guarantee that you will be contacted.
Availability
All scheduled hours will appear in Shift Summary e-mails, but even if you have booked
in your ‘Default Availability’, do not login to work these hours unless Agent Otto has
contacted you asking for help.

If you cannot make a „Default Availability shift when Agent Otto contacts you, don‟ t worry –
you don‟ t have to sign in (nor tell us that you can‟ t).

When we‟ re slightly understaffed, the system may let you login without having booked a
shift. If you do want to work right there and then, you should first go to Rota and
No Shift Booked schedule a shift before you start taking texts.

Example: You login at 14.25 and want to work 14.30 until 15.00. You should login to the
Rota and schedule the 14.30 to 15.00 time block before starting to take texts.
The Rota and Booking Shifts

How do I use the Rota?

· Go to the Rota tool (Login to text platform -> kgb_ tab -> click „Scheduling‟ ).

· Click on a calendar date to select a day, and then drag from the start to end time to mark your desired shift. The block
of time will change color to confirm your selection.

· The Color Key helps you identify what types of shifts are available. Pay particular attention to the PINK
(understaffed), BLUE (shifts available) and YELLOW („Try-Me‟ ) fields.

How do I add my hours of Default Availability?

To add your hours of Default Availability, first sign into the Rota and click on the „My Profile’ link. Scroll down to the ‘Your
Default Availability’ table, then, as above, click and drag with your mouse to select blocks of hours you desire.

How do I set the Rota to align to my own time zone?

The Rota is automatically set to local PH time, so you don‟ t need to do anything.

If you ever need to change your time zone manually, in the „My Profile‟ section of the Rota, scroll down to the „Contact
Settings‟ heading. The Philippines is GMT+ 8:00, but Manila is not listed, so choose any of GMT+ 8:00 locations instead
(Beijing, Chongqing, Hong Kong etc.)
How can I check what shifts I have booked to work?

Login to the Rota and click on the ‘My Shifts’ link to view your scheduled shifts.

What do I do if I know I won’t be able to attend a shift I have scheduled?

First, try to cancel the shift in your Scheduling page. To cancel a shift, double click on the shift you wish to cancel.

If there is enough coverage for that shift, it will be deleted and canceled immediately.

If there is not enough coverage for that shift, a pop up will appear letting you know that our Scheduling team will work to find a
replacement and will let you know as soon as possible whether you are able to cancel that shift.

If no replacement is found, you will be expected to work that shift.

If you cannot access your Scheduling Page to cancel a shift, please email SpecialAgentsSchedulingPH@kgb.com and let us
know that you cannot make your shift and the reason why. W e receive tons of emails, so trying to remove your shift first on your
own is always the best course of action for all of us!

Note: There is no need to let us know if you are running late or plan to leave early. Also, if Agent Otto asks you to leave early
and you accept his offer, your minutes scheduled will be adjusted.

Why is scheduling important?

When you schedule a shift in the Rota, it helps Otto – our Scheduling daemon – to know when we have enough agents to cover
a shift. Otto will then prevent agents from just logging into the platform, thereby ensuring that there are enough questions to go
around for the scheduled agents.

With everyone just hopping in to work without scheduling, Otto has no way of knowing that we have too many agents working.
In this situation, there are not enough questions to go around and everyone loses.

Remember, you CAN schedule shifts right before you want to work (no advance notice needed), so whenever you find you
have a little extra time, go to the Rota first and schedule before you sign in.

If the Rota is full and we get busy, Otto will email agents to log in and help. Be sure to remember to update your Default
Availability so Otto can contact you at our busiest times! (Text alerts are not yet available in the Philippines, so be sure to select
“Email” as your preferred method of contact.)

Go to the Rota at https://scheduling.insidethekgb.com/ and schedule your shifts today!

Remember, when the Rota is Red, we REALLY need agents. When it is Blue, there are still a few openings available. When it is
Yellow, there are “on-call” type „Try-Me‟ shifts available and when it is White, all shifts are full. If you have any questions about
this, please don't hesitate to e-mail us at SpecialAgentsSchedulingPH@kgb.com

Why else is scheduling important?

When Agents aren't engaged and up-to-date with our text handling processes, the database suffers, and in turn we all suffer
when pre-populated answers don't meet our ACE Guidelines.

Also, when Agents don't show up for booked shifts, other Agents who would have liked to work don't get the opportunity
to make some extra cash.

The above not only negatively impacts the Special Agent community, but also our customers - and where would we be without
them?
Absence Without Notification (AWN)
As employees of the company, you are expected to work when you have scheduled a shift, just as you would if you were going
in to a brick and mortar office or building to work.

As you create your own schedule, it is up to you to create a schedule that works for you and also to notify our W orkforce
Department in advance when you will not be able to work any scheduled shifts. You can easily do this by going into your
Scheduling Page NO LATER THAN 2 HOURS PRIOR to any scheduled shift and removing any shift you are unable to work. By
doing this, you provide our Workforce team ample time to enforce contingent measures.

Reasons such as being too tired, an ill spouse or child, oversleeping, shopping for groceries, need to study, birthdays, or
forgetting your schedule are unacceptable.

Absence W ithout Notification (AWN) is defined as not removing shifts from the ROTA 2 hours before the shift, failure to log-in
40 minutes after the scheduled shift, failure to log-in during those scheduled shifts, AND failure to notify Workforce through the
SpecialAgentsSchedulingPH@kgb.com mailbox within 48 hours to provide an explanation as to why you missed the shift. If we
do not hear from you within 48 hours of the missed shift, or if we receive an email explanation after 48 hours has passed, yo u
will be issued a Written Warning on the first offense, which can lead to termination with succeeding violations.

In consideration, only one Written Warning will be given in a week. Meaning, if you scheduled and failed to cancel one or
multiple shifts in the ROTA and did not log-in to work those shifts in a week, you will still get only one Written W arning. The
warning will fall off after 30 days in the absence of commission of the same violation within the 30 day period.

It is extremely important that you are meeting your 10 minimum hours weekly with six of these being between the hours of
12AM Saturday and 12PM Monday, Manila Time. If you have tried to delete or change your schedule by following the normal
procedure and you receive notification that your shift cannot be changed and you must work, then we fully expect that you will
be logged in and taking texts during that shift.

If you start a shift and receive a message from Otto telling you that you are not needed…

If this happens, you still need to email Scheduling at SpecialAgentsSchedulingPH@kgb.com to cancel your shift and explain
why (because Otto has told you that you are not needed)
Performance Metrics, Special Agents Scorecards
Every Special Agent is assigned an electronic Scorecard, a performance-tracking tool that updates against a number of key
metrics. Your Scorecard will include your overall ACE quality score, a link to your reviews, as well as the following perform ance
metrics detailed in the table below:

Performance Metric Explanation Target

Number of texts sent with no

No Charge % 4.0% - 11.9%
charge.

Percentage of answers that

Send Now Answers % are pre-populated and sent to 2.0% - 11.9%
customers with no change.

Percentage of times that a

R2Q (Return to Queue)% customer’s question is 0.0% - 0.9%
returned to the queue.

Percentage of answers that

Uses%
are reused from the database 5.0% - 19.9%
and a minor change is made.

Time between taking a

Time To Answer (TTA) question and sending an 90.0 - 239.9 seconds
answer.

Average character length of

Average Character Length 105 - 140 characters per message
answers sent.

Percentage of questions that

Dismissed % 2.0% - 9.9%
are dismissed.

Percentage of questions
Request Help % 0.0% - 0.9%
where help is requested.

Your individual Scorecard will be posted on your Special Agent Portal homepage so, you will be able see how you are doing
each time you login to work, and which areas you might need to focus on to do an even better job.

Why is it important not to share information – on pay, benefits, scheduling policies / Rota release
schedules, and more – in chat?

We are running different programs in the Philippines, US, and Canada, so it is very important that you do not discuss anything
related to terms of employment and policies in Special Agents Chat or elsewhere. If you have any questions or concerns,
please email one of our mailboxes instead of discussing in chat.
Text Handling Platform Policy and Performance Notices
For many agents, approximately 60% of their answers are Researched Answers (paid at 3.4PHP), and approximately 40% of
their answers are Database Answers (paid at 1.7PHP). This means that, typically, agents should answer somewhere around 20
messages per hour in order to meet the minimum wage requirement.

To help you gauge, consider that an agent who sends only Researched Answers would need to send 14 messages per hour in
order to meet the minimum wage requirement. Conversely, an agent who sends only Database Answers would need to send 28
messages per hour in order to meet the minimum wage requirement.

Each agent will have his or her own unique percentage of Researched/Database Answers. Use the above as a guideline to help
guide you in determining the number of messages you should send in order to meet the minimum wage requirement. It is
important to note that a blend is your best option to meet the performance requirements.

Efficiency in answering questions also plays a big role in ensuring that minimum wage is met. In order to answer around 20
messages per hour, your Time To Answer (TTA) will need to average around three (3) minutes per question or 180 seconds.
(For Database Answers, you must always check to ensure the answer is accurate and addresses the customers‟ specific
questions before sending, but these take a much shorter period of time to respond and are important to meeting your overall
performance requirements.)

In order to become more efficient so that you can achieve the minimum wage requirement, we recommend that you:

Hone your Search Skills! Refresh on the search techniques you learned about in Training by visiting our Reviews
website and re-reading the “Search Techniques” and “Internet Efficiency: Internet Function Keys” documents, for
example. There are many resources on the Reviews website to help you with honing your search skills, refreshing on
kgb text handling protocols, and more.

Practice! Complete some Boot Camp Field Training Exercises. Use the Hints to guide you along, and then hide the
hints later and time yourself. W hile you won‟ t be paid for this training, it will help you to become more efficient.

Read the new Tips & Tricks document linked off of the Special Agents Portal Homepage! Learn the skills our top
earners employ to rake in the dough!

Pay attention to the clock while you answer! After you categorize a question, you will see the “time taken” counter
displaying on the left hand corner of the screen. Based on your unique percentage of Researched/Database Answers,
you will want to set your targets for achieving an efficient TTA.

Schedule at our busiest times! This one is important. Our busiest times are Weekdays 8PM-12 midnight EST and
Weekends 3PM-8PM EST and then busier from 8PM-12 midnight EST. (Add 12 hours to account for the time difference
in the Philippines.) You should also check the Daily Ad Schedule linked off of the Special Agents Portal Homepage for
times when we expect traffic spikes. If you‟ re attempting to work when Otto says we don‟ t need agents, then you
won‟ t be earning enough to meet the minimum wage requirement.

Please be advised that we are now beginning to track adherence to the Text Handling Performance Policy. We will notify
agents who are not meeting minimum wage by sending them a Performance Notice via email.
Enhancement Training and Skills Development
On top of the Special Agent skills you have already gained, the kgb_ team will continue to boost your knowledge through
Boot Camp Field Training.

How do I find new Boot Camp Training to do?

Announcements will be made to the community as new Boot Camp Field Training Exercises become available. They often
take the form of practice questions for you to answer.

· Login and click on the W ork Menu.

· In the drop-down menu, select the link to the Field Training Exercises.

· A box will appear with the available exercises. Select the exercise you‟ d like to take and click the „Begin‟ button
to start.

Anything else I need to know before I get started with Boot Camps?

· Some exercises include a training manual that you may find useful to read before starting the field exercise (the rules
of baseball, for example).

· Although the sample questions look as if they‟ re from real, live customers, they aren‟ t – so take your time and don‟ t
panic! Use the hints provided to ACE each question!

· The answers you submit in Boot Camp training will not be scored or reviewed, nor will feedback be given to you. This
makes studying the hints and model answers carefully even more important, so that you know exactly what we‟ re
looking for.

· Although you are NOT REQUIRED to complete most Boot Camp Training, it is very helpful, so be sure to take
advantage of it!

· Those who pass through Boot Camp successfully will be inducted into the Boot Camp Center of Excellence. Their
names will appear every Friday in the Documentation section of the Reviews site!

IMPORTANT: You are NOT PAID for completing Boot Camp Training, and it should not be carried out when you are
scheduled to answer texts.

Additionally, time spent working on these training exercises will NOT count towards your minimum working hours. If you
plan to complete these exercises, you should do so when not on a scheduled shift.

In the future, we may launch mandatory training exercises that will be paid, and we will let everyone know when that
happens.
Operatives
I hear that I’ll be assigned an Operative?

Correct! Once you become a full Agent, you will be assigned an Operative who will be your first port of call for any questions
and queries you have while doing your job.

For easy identification, in Chat, all Operatives‟ usernames are highlighted. They‟ re all very friendly and happy to help you 24
hours a day.

To check who your Operative is, go to your profile. You do this by going to "control panel" -> "account settings" -> "my profile."
Scroll down and the name of your Unit Operative will be in the Mentor field.

Sign into the tool first, and then click this link to learn more about your Operative and how to contact him or her:
https://reviews.insidethekgb.com/documents/318695

If you have questions on you reviews, quality, or performance, send them to your Unit Operative.

There are also Operative Assistants on hand to help, too.

For easy identification, in Chat, Operative and Operative Assistant usernames are highlighted. They‟ re all very friendly and
happy to help you 24 hours a day.

What’s the difference between an Operative and an Operative Assistant?

An Operative Assistant’s main role is to help on the texting platform. Their responsibilities include answering any queries in
chat, pantsifying poor responses in the database, and monitoring all outgoing answers. Meanwhile, as well as assisting on t he
platform, an Operative’s role includes sending out performance reviews and coaching emails to Special Agents.

What is a Quality Agent and how do I become one?

If you consistently meet ACE guidelines, you may be considered for a position as a Quality Agent. This is a dual role with your
Special Agent responsibilities in which your experience and expertise is used to review batches of text responses to make sur e
they meet kgb_ expectations. At this time, we are currently not hiring Quality Agents, but we expect additional positions to open
in the future.
Monthly Reward Programs
With our monthly reward programs, you could grab yourself some cool kgb Gear or even an extra $25 USD!

Agent Incentive Points Program

Criteria:

Agents must take at least 150 texts per month

Agents will receive a point for each of the following metrics that they meet per week:

Monthly Metric Green Zone

Blended Ace Score – Target = 10.0 9.3 or higher

Accuracy – Target = 8.0 7.5 or higher

Completeness – Target = 2.0 1.8 or higher

Extending the Brand 25% or higher

TTA (Time to Answer) – Target = 120 seconds 90 – 239

ACL (Average Character Length) – Target = 102 102 – 139

% No Charge – Target = 7% 4% - 11%

% Request Help 0% - 0.9%

% Dismissed 2% - 9%

RTQ (Return to Queue) 0%

If an Agent meets all 5 metrics in a week, they will receive 5 bonus points for that week
If an Agent meets all 5 metrics in a month, they will receive 10 bonus points for that month.
A total of 50 points per month is possible

What Points can be used for:

Points may be used to buy various kgb items such as t-shirts, hats, jackets and other gear. They may also be used to earn an
extra $25 cash with the next regularly scheduled payment.
You’re done!
You‟ re now equipped with everything you need to know to begin your role as a Special Agent. If you need any further help,
get in touch through one of the addresses below.

Useful Contact Information

Useful web addresses and contact info for Special Agents:

Useful kgb Web Addresses

Login to the Text Platform https://work.insidethekgb.com/

Shortcut to the Rota https://scheduling.insidethekgb.com/

Shortcut to the Question Reviews Inbox https://reviews.insidethekgb.com/

Shortcut to Special Agent Chat https://chat.insidethekgb.com/

Ultimate Links List (US) http://docs.google.com/Edit?id=dfrp3pkf_2hfngp5gj

Ultimate Links List (UK and IRE) http://docs.google.com/view?id=dfrp3pkf_8hrvg4jdj

Useful kgb Contact Addresses

Queries about Special Agent Training specialagentstrainingPH@kgb.com

Queries about Registration

specialagentsregistrationPH@kgb.com
Queries about HR and payment specialagentspaymentPH@kgb.com

Queries about your hours of work, time off etc. specialagentschedulingPH@kgb.com