Where: 5/L Spinal Cracker

When: Oct 5th, 2010

FGD with Agents and Frontliners
Facts on TI and words from Jeff:
-TELUS is publicly traded both in Toronto and New York.
-TELUS’ 2010 share price is up 35% from the start of the year, twice as high as the nearest
competitor.
-There is no other contact center out there that offers outsourcing and offshoring that has
telecommunications as background, nor could they compare to TELUS’ capacity.
-We're doing work four our customer's customers. They entrust their brand to our brand.
-It’s you who do that wonderful work and you who determine the future capacity to go grow. Your
success is our success.
From Llyod (TA): What will happen to TELUS employees in HH once they choose to operate 100%
independent of TIP?
Response:
-Officers and Assocs can be offered by HH to join HH and continue their current posts. They don’t
have any obligation to accept HH’s offer.
-Managers, etal, HH must ask the permission of TIP if they can make an offer before doing so. They
don’t have any obligation to accept HH’s offer.
-Note that we will exhaust all means to find a place for you in TELUS before letting you go.
From Jaq: Any plans for employees that have been with TELUS say 4 years and up (question that
may probably be referring to “retirement plan/package”?
Response:
-Please await our announcement on 10.10.10 (TH)
From Kristine (NRA): We were promised a premium pay for being split-skilled right after training,
but that is yet to be delivered.
Response:
-Please be patient. We are addressing that concern but the Management Team is yet to come to an
agreement.

From Rex (Mobility): Should we have a 4th site, can we have the amenities we have in Araneta?
Response:

-It will be mainly driven whether the 4th one would be a merger, acquisition or a new site entirely.
But it is in our interest to always upscale the amenities. We would like to make sure that people
would want to come to the place where they work - a place where they find it fun to work at.

From Glady's (Training): One factor of high attrition from the agent population is due to the
distance from the work place to place of residence. When they apply for another account in a
location near them, even with a good performance, it never gets approved. can we address that
situation?

Response:
-If the account is existing only in 1 site then that option won't be available. However, as long as
other accounts are hiring and the agents successfully meet the profile and performance
requirements, then by all means, the Manager should be able to facilitate transfer. Because it is
more costly to train someone from the very start, than training a skilled agent who already
practices and has instilled TELUS values and the way we do our business.
From Dan (Mobility): We are losing clients in Manitoba and Saskatchewan due to poor wireless
capability. What can we do about this?
Response:
-TELUS does not have current plans to expand that old CDMA technology. However, you can offer
them to transfer to the newer and better technology via HSPA Plus.
From Angelica (ADSL): There's a growing discontentment from the tenured agents because new
agents are receiving far better compensation than the tenured ones. It is causing attrition. How
do we intend to address this?
Responses together with Char and Lloyd:

-3 facts: For privacy reasons we shouldn't be discussing our wages. However, it is a fact that we
can't fully control that. Having said that, it is also a fact that there is a natural wage escalation.
Nevertheless, it is also a fact that here at TELUS we ensure that tenured employees are at par with
new ones with consideration on the ff: tenure, level, proficiency and performance. There maybe a
base pay differential but one should look at the total compensation package before making a
decision. Ensure that you have all the information you need to make an apples to apples
comparison and not just the base pay.
-Marilyn will check the features of the total compensation packages for the agents and see that it
is consistent with our values.
-Also note, that we cannot continue to push the base pay up. Else we will no longer be competitive.
And it will push the business naturally to search for alternatives.

-Aside from the total compensation package, TELUS is unique in the sense that we are a unique
BPO. We will launch a corporate culture that will shape this industry to provide you with better
avenues to help you grow your careers. See you at 10.10.10 for more details.
-Last but not the least we incorporate CSR activities, so that team members are aware that even as
they work with TELUS, they have the opportunity to grow their communities, give back, and feel
good that they are giving back - a CSR that reflects our personal values.
From Kristine (TXU): What are we doing about agents who are on floating status and haven't
been successfully placed to other accounts?
Response:
-It is HR's and Ops' responsibility that we provide agents a new account as soon as we can. If within
weeks or months, it proves to have no progress, remind your Managers. Else, escalate to the
Director. They owe you a timely response.

Participants Total No. of

Participants
Support Pax: 8
Jeff Puritt Ops Pax: 18
Marilyn Tyfting Total: 26
Earle Joseph Balcueva (CCC)
Aissa Geen de Castro (QA)
Maylene Aquino (BPI)
Gladys Nebres (Tr)
Lloyd Bathan (TA)
Charm Legaspi (TA)
Rica Quitariano (Finance)
Elvin Laganga (Accouting)
Dana Mae Detita (HH)
Jen Santos (HH)
Jaqueline Jansol (HH)
Joey Del Rosario (Internal Account)
Angelica Veronica Jesuitas (Internal Account)
Clarence Maglapid (Internal Account)
Kevin Maramba (TELUS Mobility)
Rexter De Ocampo (TELUS Mobility)
Danilo Adornado (TELUS Mobility)
Sheryl Yambao (TELUS Mobility)

Larry James Tuazon (Service)

Frances Calero (Sales)

Cristina Galongca (DA)

Brenda Salazar (Premium Care)
Michelle Guevarra (Premium Care)
Kent Yves Eburlas (DA)
Christine Joy Espiritu (NRA)
Ma Kristine Tiuwayaw (TXU)
Where: 5/L Spinal Cracker
When: Oct 5th, 2010
FGD with Managers and Supervisors

Facts on TI and words from Jeff:

-TELUS is publicly traded both in Toronto and New York.
-TELUS’ 2010 share price is up 35% from the start of the year, twice as high as the nearest competitor.
-There is no other contact center out there that offers outsourcing and offshoring that has telecommunications as
background, nor could they compare to TELUS’ capacity.
-We're doing work four our customer's customers. They entrust their brand to our brand.
-It’s you who do that wonderful work and you who determine the future capacity to go grow. Your success is our success.
From Edward (Assure, Premium Care) : How will the distribution of business be like in the future?

Response:
-If internal would largely provide business to TI we would likely be valued less - meaning we mainly exist for TELUS alone.
Thus the portfolio is highly limited. The optimal position is to have a 30-70 distribution. Where 30% of TI's business is
internal and 70% external. So that we are not highly reliant on what TELUS provides. In fact be profitable from the
businesses we create.
From Jeff Puritt : If you were Jeff, what would you do differently?

JR's (XBox) response:

-I would provide better compensation to agents to control attrition.
Jeff's (XBox) response:
-Here at TELUS we ensure that tenured employees are at par with new ones with consideration on the ff: tenure, level,
proficiency and performance. There maybe a base pay differential but one should look at the total compensation package
before making a decision. Ensure that you have all the information you need to make an apples to apples comparison and
not just the base pay.
From Jenine (HH), Naissa (Imple), Eman (BPI) : Are we looking at expanding for a 4th site? Are we considering to locate
outside of Manila?

-It will be mainly driven whether the 4th one would be a merger, acquisition or a new site entirely.
-Say we consider Cebu. The moment people step into Manila, they would likely attrit coz Manila offers a lot of
opportunities.
-Most of all, we are considering infrastructure. I.e. when typhoon Ketsana (Ondoy) hit, although there was a challenge on
getting warm bodies, infrastructure-wise we were 100% operational. We would like to keep that stability.
Sue (HH) : Who is Jeff Puritt
-Please go to http://www.telusinternational.com/about/our_team and click Jeff Puritt ….
Sue (HH) Should HH decide to operate independently from TIP, and we accept the offer of HH, will there be a
separation pay from TIP?
-That's not likely to happen within this year. In the contract TIP has with HH, if you are going to continue your status of
employment then there will be no severance from TIP. The years rendered to TELUS will then be transferred to HH so
there is no fundamental discontinuity of service.
Sue (HH): What will happen to TELUS employees in HH once they choose to operate 100% independent of TIP?

Response:
-Officers and Assocs can be offered by HH to join HH and continue their current posts. They don’t have any obligation to
accept HH’s offer.
-Managers, etal, HH must ask the permission of TIP if they can make an offer before doing so. They don’t have any
obligation to accept HH’s offer.
-Note that we will exhaust all means to find a place for you in TELUS before letting you go.

Nicole (HH) : How do we choose our clients?

-We are at the position to choose the clients we want, as long as the business is profitable and they continue to reflect
values that are consistent with ours.
What do you tell potential clients on why they should choose Manila?

-Guatemala, The Next Manila, and Manila share several characteristics unparalleled by US and Canada. In CALA and
Manila you'll find that people naturally want to please. There is joy in serving other people. The optimism is infectious -
What better mindset or orientation should one look for?
Any plans to grow the Manager level career-wise?
Response:
-Please await our announcement on 10.10.10 (TH). Moreover, we're taking baby steps to ensure that what we roll out On
Shore is also rolled out here.

FGD with Managers and Supervisors

Total No. of
Participants Participants
Jeff Puritt Support Pax: 9
Marilyn Tyfting Ops Pax: 15
Bodge Calica Total: 24

Katherine Dy (Implementation)
Naissa Garrido (Implementation)
Che Che Lebria (Command)
VA Gumapac (CCC)
Fernando Moscare (QA)
Xtine Mendoza (QA)
JR Royol (QA)
Jose Generoso (BPI)

Jane Jonsay (BP)

Anya Cruz (DA)
Joey de la Rosa (Service)
Marco Viviezca (Service)
Dave Nuilan (Sales)

Jenine Paduata (HH)

Nicole Redrico (HH)
Michaelo Angeles (HH)
Janel Siapno (HH)
Mitz Adera (HH)
Susan Lucanas (HH)

Edward Earle (Assure Premium Care)

Shirley Seguir (Internal Account)
Leo Sulit (TELUS Mobility)
Jeffrey Yanguas (TELUS Mobility)
Henry Bribon (TELUS Mobility)