TDS FALCONS

ATT ISM _DVO

Date:

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TDS FALCONS
Team mantra: Excellence is not a skill, it is an attitude.

Male Female
Gender 8 9
Baby Boomer Gen X Millenials
Generation 0 1 16
W/O Less Than 6 Mos Over 6 Mos
CC Exp (prior to the current LOB) 6 4 7
Married or Single
Married w/o Kids w/ kids Single
Status 2 2 12
0 - 30 31 - 60 61 – 90 Over 90
Prod Tenure with the Program 6 1 4 6
5 - 30 mins 31 - 60 mins 61 - 90 mins over 90 mins
Ave Commute Time to work 5 5 6 1

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 ISM Davao

7day repeats improved month on month

VOC attainment is below the goal
 AHT for July is below the goal

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TDS Detractor Analysis

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 Employee and Efficiency Metrics

 Big improvement in Absenteeism

 Had high attrition for July due to unfit to work reason

 Adherence consistently increasing month on month

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 TM Development Plan

Technical Credibility Data Driven Decision Making Developing Others

30 day plan 60 day plan 90 day plan

• Learn advance excel navigation • Start assigning simple task to

• Acquire more knowledge on
wireless and DTV processes by
frequently checking MYCSP
and 1 HR phone time per week
• Attend trainings that enhance
my analytical skill for better
decision making
the agents like tracking the
transferred calls
• Start dividing the team in to
micro teams to encourage
competition within the group
and recognize achievements
with rewards

BPS Current State and Glide Path

BPS JULY August Sept

Ave Ave
Quartile Ave Score
Score Score
Q1 128.11% 134.02% 140.00%
Q2 82.65% 96.01% 101.00%
Q3 68.41% 71.62% 74.00%
Q4 34.90% 49.49% 63.49%

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“ignorance of the law excuses no one”

*** State commitment on key KPIs/ Metrics/ Strategies

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 Appendix

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RUNNING AUGUST STATS
VOC ATTAINMENT PER TENURE
Detractor Analysis
Big Rock
1. Did not take ownership and did not commit to find the right solution
• Billing
Billing Explanation
– Lengthy Explanation
– Used of fillers and enunciation
– Pacing and Comprehension
– Unnecessary Long Hold
– Not exhausting the right resources
On the other hand, these resulted to high AHT and increased customer’s frustration.
Actions Plan:
Skill Transfers
Acceleration Huddle
(Below 90 days agents)
Proper hold time procedure •Keep it short and Simple
i7 •Personalize Solution
Squareview Explain the situation
Ask probing questions – Provide Options
Set Proper Expectation

• Data Driven Decision Making

– Utilized QA Internal Reports and VOC scrubbing file. Verbatim analysis from CR!FT tool. Utilize VOC File checking on
customers responses on agents possible highly impacting behaviors.

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VOC QUARTILE
Quartile Employee Name Action Plan
Antiqueza, Roxan
will continually recognize every
Camporedondo, Warren promoter and weekly touch base by
Quartile Employee Name VOC Average Q1
Varquez, Leah Mae giving them updates to their running
Antiqueza, Roxan 100.00% Lopez, Don Nicole voc score
Camporedondo, Fugoso, Syene Zinah
80.95% will make sure to hype the agents
Q1 Warren 80.09% Navarro, Rojana
during the rapid fire andmake sure all
Varquez, Leah Mae 72.73% Q2 Ybas, Jade
tools ware pulled up for better
Lopez, Don Nicole 66.67% Burlas, Georgie resolution given to the customer.
Fugoso, Syene
62.96% Lamaclamac, Carl Cedrick
Zinah
Navarro, Rojana 60.00% Lumapas, Hazel
Q2 57.07%
Gutierrez, Charina will do weekly dfm session to address
Ybas, Jade 52.94%
impacting behaviors that cause
Burlas, Georgie 52.38% detractors. Will do consistent follow up
Q3
Lamaclamac, Carl about the coached behaviors and
35.29% provide updates on their VOC score to
Cedrick Te, Maricar
increase accountability
Q3 Lumapas, Hazel 35.29% 29.63%
Gutierrez, Charina 31.25%
Te, Maricar 16.67%
Viloria, Maria
13.33% Viloria, Maria Genevieve
Genevieve will do skill transfer on asking probing
Lucernas, Bryan questions and other behaviors that
Q4 11.11% 3.61% impacts VOC to go down. Will make
Joseph Lucernas, Bryan Joseph
Q4 sure to do consistent follow up on
Cabarillos, Melanie 0.00% Cabarillos, Melanie
coached behavior to increas
Villaver, Jo An -10.00% accountability. Provide consistent
Villaver, Jo An updates on their running Voc Score
Grand Total 43.06%

Grand Total

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