T-Mobile Training Agreement – TEX Account

Introduction

Training is a very important part of your overall development and eventual success in Alorica. During the training
sessions, you will be introduced to new computer systems, concepts, and products. What you learn here will prepare
you to handle customer interactions for your assigned client.

The T-Mobile Training Program is divided into three (3) main stages, Product Specific Training (PST), Academy Bay or
Nesting and Pre-Production. In these stages, a trainee must achieve the required scores and adhere to all company
policies in order to be endorsed to the next stage until such time he or she is successfully transitioned to Production.

Trainers, Mentors and Coaches will be with you all the way to ensure your success with each stage of this training
process. In addition, LEAP (Learn, Engage, Accelerate, Promote) Program will also be in place to amp up your learning
experience with T-Mobile. In this document, we will also outline all the goals you need to achieve in order to be
endorsed to Production.

I. Product Specific Training (PST)

In this stage, a trainee will undergo T-Mobile Classroom training which will run for 35 days where trainees would learn
product specific knowledge that they will use in resolving customers issues.

What to expect:

 T-Mobile Tools – log in credentials will be provided to the trainee during PST. Trainers will guide the trainees on the
use of these tools.
 Call Simulations – trainees will experience call simulations in the duration of the PST classroom training. The coach
and trainer will facilitate the sessions to practice the trainees on how to respond before speaking to live customers.
 Training Room House Rules – While you are in training there will be house rules to be discussed by your trainer in
terms of cleanliness and orderliness in the training room, computer use, personal electronic devices and other
belongings, etc. It will also emphasize on COVID19 protocols. Failure to observe these house rules may result in
disciplinary action including and up to termination of employment.

a) Duration - Seven (7) weeks

b) Attendance Policy

Absences are not tolerated during the entire product training period. One (1) absence will disqualify you from
the program and your employment with Alorica will be terminated.

Tardiness You are only given an accumulated 45 tardy minutes or a total of 3 occurrences of tardiness during the
entire product training period. Anything more than 45 minutes of tardiness will disqualify you from the program.

c) Goal – All trainees will undergo call simulation at the end of the classroom training. Each trainee shall maintain
an average score of 59% in the said call simulation. Failure to meet the said score will mean disqualification from
the training program and/or termination of employment.

d) Taking Live Calls - Trainees will undergo Taking Live Calls Certification during the duration of Classroom Training.
This means that trainees are scheduled to take live calls and are going to be utilized as call observations to
manage performance in preparation for Telephone Nesting/Certification. Phone time hours for Taking Live Calls
are pre-determined by the training facilitators on the last week of Classroom Training and should be met. This
will happen on the last week of the PST.

II. Academy Bay (ABay)

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 ABay is an evaluative process that measures the capability of the trainees to handle live calls.  During Telephone nesting,
agents are provided with dedicated floor support personnel (Mentors), along with their Trainer and Coach. This stage is
composed of 2 phases Modified Taking Customer Calls (MTCC) and Regular Taking Customer Calls (RTCC). First week will be
MTCC the rest will be RTCC.

What to expect:

 Meetings/Huddles – to review the telephone nesting curriculum and update with your Trainer and coach.  
Performance updates or call listening can also happen in these meetings.
 Take Calls – ABay agents take calls. They will try to resolve the issue of the customers on the line.  Mentors, Coach
and Trainers will be on the floor to answer questions but not necessarily take the call for them to resolve.
 On-on-one coaching – agents can be pulled out at any time by a Coach or Trainer for coaching or deliver feedback.

a) Duration – Three (3) Weeks

b) Attendance Policy

Absences are not tolerated during the entire product training period. One (1) absence will disqualify you from
the program and your employment with Alorica will be terminated.

Tardiness You are only given an accumulated 45 tardy minutes or a total of 3 occurrences of tardiness during the
entire product training period. Anything more than 45 minutes of tardiness will disqualify you from the program.

c) Goal - A trainee must meet the key metrics critical to Telephone Nesting, which shall be monitored and
documented by the Trainer/Telephone Nesting Manager throughout the certification process. A trainee must
obtain a score of 85%PTG at the end of RTCC. Failure to meet the said score will mean disqualification from the
training program and/or termination of employment.

Below is the Key Performance Metric:

Metrics Weight (%) Goal

7D FCR 30.00% 68.96%
Total Cancels per 100 15.00% 2.9
Total Credits & Adjustments per 100 10.00% $259.70
UP Survey – CSR Satisfaction 30.00% 9.37
DDC% 15.00% 61.65%
Total/Goal 100%

**will be based on the LEAP Productivity Inspection

Phone-time Requirement
Document

Definition of each Metric:

 7D First Call Resolution (FCR)

 Measures percent of customers NOT calling back within the prior 7 days.

 Cancels Per 100

 Cancels measure customers who deactivate their service averaging the number of deactivations per 100 calls.

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  Credits and Adjustments Per 100 Calls
 Credits & Adjustments are measured when we make financial exceptions and changes to the customer’s account vs. the
services they receive, whether Good Will or policy-driven adjustments.

 UNCarrier Perspective Survey (UP Survey)

 Un-carrier Perspective Survey. How customers value the experience you create as an individual, team, and community.

 DDC% - Delinquent Dollars Collected

(Dollars collected + payments secured via FDP from delinquent past due customers) / (total delinquent past due balance)

 Cash flow (payments from customers) for T-Mobile is like a paycheck to us. If you don’t get paid or your pay is short or
delayed, you will likely have to borrow money at a cost to maintain your expenses. Too much borrowing can also
negatively impact your credit rating. Getting payments from customers on time improves T-Mobile’s cash flow and
reduces the need to borrow as well. It enables more investment back into the business sooner to continue improving
the network and the customer experience for our customers. Without prompt payments from customers, these
balances due also lose value over time as they become less likely to be paid, thereby further impacting T-Mobile’s cash
flow and “credit rating” to Wall Street. It is essential for T-Mobile to collect balances due from customers as soon as
possible.

III. Pre-Production

Pre-Production is a 2-week stage where new hires are immersed to more phone time with support only given as necessary in
preparation for their endorsement to production.

What to expect:

 Meetings/Huddles– to review previous and intraday performance and insights on how the team is doing and what
action plans are in place.
 Take Calls – Pre-prod agents take calls. They will try to resolve the issue of the customers on the line.  Mentors, Coach
and Trainers will be on the floor to answer questions but not necessarily take the call for them to resolve.
 On-on-one coaching – agents are pulled out for one on one coaching by receiving Production Coach or Leap Coach
 Triad Coaching session with a Coach and Leap Manager may also take place for the trainees struggling to meet the
goals.

a) Duration – Two (2) weeks

b) Attendance Policy - Alorica 8-point Attendance Policy. As part of the company’s policies, any employee who
accumulates 8 or more occurrence points is subject for termination following due process.

c) Goal – Will follow Regular Production Goals. Failure to meet the scores set in Pre-Production will mean
disqualification from the training program and/or termination of employment.

*KPIs and/or Goals are subject to change based on Client needs and directives.

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Acknowledgment

I acknowledge that I have read, understood, and that management has fully discussed the above memo.

Print Name ______________________________ Date __________________________

Signature ______________________________