HAPPYNESS TRAINING AND POST-TRAINING TOLLGATE PROCESS

Acknowledgement Form

I. TRAINING TOLLGATE PROCESS

The Product Specific Training (PST) phase prepares new hire agents with the basic skills and knowledge needed to handle customer
contacts. New hire agents are trained based on a prescribed curriculum. They are also measured against a certain set of assessments to
gauge knowledge retention, agent readiness and preparedness while in training.

Performance against program Key Performance Indicators (KPIs) is the measure of success for agents after training. While unable to
measure the agents against these standards, the Facilitator/Trainer, through a series of assessments and performance review, will
determine if an agent is qualified to take in contracts for the program.

This document aims to set the certification standards for training and measure, to a certain degree of accuracy, agent performance,
through a set number of written assessments and certification calls. The goal is to provide excellent customer service to our clients. This
process also aims maintain a pool of highly qualified and skilled individuals for the program capable of adapting to ever changing and
demanding work of a technical support professional.

II. TRAINING AND TRANSITION GOALS (Combined for Voice/Messaging Channels)

 Ops KPI Targets – 60%

o Ops KPIs has 60% impact on the overall performance of the employee (Refer to details below).
o Performance Targets after 30 Days may change depending on the program’s priorities and business needs.
o Management may add additional metrics to check agent proficiency
o In case staff is moved between Voice and Messaging channels, the Management Unit (MU) assigned will be followed.

METRIC Weight 0 to 30 Days 31 – 60 Days 61 – 90 Days

TRANSACTIONAL NET PROMOTER SCORE (TNPS) 40% 56.70% 59.85% 63.00%
TRANSFER RATE 20% 11.00% 10.50% 10.00%
VOICE

AVERAGE HANDLE TIME (AHT) 20 min 22 min 21 min 20 min

CASE COMPLIANCE 20% 97.00% 97.00% 97.00%
         
MESSAGING  

TRANSACTIONAL NET PROMOTER SCORE (TNPS) 40% 56.70% 59.85% 63.00%

Unproductive Rate 20% 26.40% 25.20% 24.00%
MESSAGING AVERAGE HANDLE TIME (mAHT) 20 min 36.30 min 34.65 min 33.00 min
CASE COMPLIANCE 20% 97.00% 97.00% 97.00%

 Voice/Messaging Certification (Transition) – 20%

o There will be seven (7) certifications to be conducted during post-training by the Trainer/SME/TL based on the contact drivers.
Feedback session should follow after the certification.
o Staff should get an average score of 85% or above during the certification process to be considered PASSED.
o Staff is given maximum of 2 attempts if he/she fails the first take. If trainee passes in the 2nd take, the default score will be 85%. In
case both attempts fail, the higher score is considered the final score.

 Knowledge Check – 20%

o Trainees are to complete a knowledge check via an Online Assessment during Transition.
o Trainees need to score at least 80% to be considered PASSED. Should a trainee fail the first take, he/she is given a chance to
retake the assessment.
o Should the trainee fail twice, the higher score is considered the final score.

III. DISCONTINUANCE

The minimum tenure requirement before discontinuance can be processed is 60 days in Operations.

0 to 30 Days 31 to 60 Days Disposition 61 to 30 days Disposition

Fail Fail Discontinue n/a n/a
Fail Pass Progress to next toll gate Fail Discontinue
Fail Pass Progress to next toll gate Pass Proceed with employment,
evaluate on the 5th month
Confidential
 o Agents should acknowledge the HAPPYNESS TRAINING AND POST-TRAINING TOLLGATE PROCESS document on the first day
of Product Specific Training.
o Team Leaders and support are to adhere to the committed support to be provided outlined in the Tollgate Process. (1:1 coaching
session, team huddles and real-time feedback).

Note that the People Solutions Business Partners can disapprove discontinuance if the documentation is incomplete.  Thus, employee will
continue employment and next assessment will be on the fifth month.

Attendance policy: Absences should occur only due to confinement/hospitalization and/or life-threatening situations and should not exceed two (2)
instances from CET to PST. Notwithstanding the rules laid down in the main policy, exceeding the abovementioned limit of two absences, including
instances of No Call No Show will result in discontinuance of the probationary employment for failure to meet training standards if the absence is
deemed unauthorized as the terms defined under the main policy. Concentrix Training and HR reserve the right to decide on the merits of the case and
on whether the trainee shall be allowed to continue training subject to the aforementioned rules.

SHOW CAUSE: Employee should not commit any infraction that leads to a Show Cause Memo with Final Written Warning as Corrective Action as this
will lead to discontinuance of employment.

III. COMMITMENT

By signing below, I commit to meet required goals to pass Training and cooperate and carry out action plans to help improve my
performance, attendance or attitude. This also signifies that should I NOT meet the target stated above; and/or I fail to comply with
the said agreements; I may be subject to the different courses of action, which include severance of my relationship with the
company.

I also understand if I continue in Operations, I will be required to maintain my performance at an acceptable level which changes
based on the Operations and client needs.

Should my performance deteriorate within the prescribed timeline, I shall be considered having neglected my duty, as defined in the
training tollgate policy; and such shall result in my dismissal from Concentrix.

Concurred:
JERIC D GUMANTASON 24/12/2022
Employee Date

Confidential