Connecting with

Customers through
CAB
July 2014
Metrics Matter
Click to edit Master title style May-14 Jun-14 Jul-14
CSAT Top 2 Box 87.4% 87.3% 87.2%
WTR Top 2 Box 72.8% 72.2% 72.7%
Improving
• Click tothe
editCustomer
Master text styles Net Promotor Score 31.6% 30.2% 31.1%
Experience
- With continues to be one of
multiple levels
our primary goals in 2014. PIC 30 4.5% 4.2% 4.6%

• Being able to effectively measure our success is critical but success is

not only about meeting minimum metric standards.
• Each of the metrics plays a role in delivering customer satisfaction so
we need to ensure we are performing on ALL metrics not just one.
• As we drive improvements in the customer experience, we must
increase customer loyalty because loyal customers stay with us
and are willing to recommend Sprint.

©2014 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted,
confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
2
Connecting
Click to editwith Customers
Master title style
• Sprint is focused on Happy Connections.
•- Click to edit
Customers areMaster text styles
more connected to their wireless phones than
- With
ever before.
multiple levels
- Care alone has over 3-million unique monthly customer
interactions that gives 35,000 agents the opportunity to
deliver Happy Connecting.

• How can you connect with customers?

- We connect with customers through the words we choose, the
tools we use, and the value we offer.
- Through the use of the Customer Advocate Behaviors and a
laser focus on call outcomes, all calls should end with the
customer happy, satisfied, feeling valued, and willing to
recommend Sprint.

©2014 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted,
confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
3
Why
ClickCAB?
to edit :Master
It works!title style

• Click to edit Master text styles

• Creation of thelevels
- With multiple 5 Customer
Advocate Behaviors
- Behaviors are based on analysis of top performing agents
- Studies show consistent use of key behaviors drive positive call
outcomes
- Better defining expected behaviors enables us to deliver more
consistent results

• History and Performance

- Successfully used in the Battaglia sites to drive agent performance for
over 5 years
- CAB has been proven to improve low performer results

©2014 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted,
confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
4
Outcome Based
Click to edit Approach
Master title style
Must define the outputs expected…
• Click to edit Master text styles
- With multiple levels
Influences

Results
Behaviors

Outcome
Coaching Establish A client who is KPI
Setting Consultative happy, satisfied, CSAT
Expectations Tone and feels valued
by the analyst and WTR
Feedback Probe For
Information by MANTUA. Value Add
Skills/Knowledge Their issues are
Determine
Strategy lessened and/or
resolved to which
Position The they will continue
Solution to keep MANTUA
Complete The as their provider.
Interaction

©2014 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted,
confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
5
Behaviors Drive the Outcome
Click to edit Master title style
Behaviors Drives the Outcome…
• Click to edit Master text styles
Establish Consultative Tone
- With multiple levels
Demonstrate Probe for Information
genuine concern
throughout the Research the reason Determine Strategy
meeting/coaching/ of the alert to
calibration. ensure we are Know your systems
solving the right and tools so you can
Position the Solution
Own the issue and
demonstrate issue, and then move quickly Complete the
confidence. probe additionally. through them to Provide real Interaction
Ask whenever determine and recommendations
necessary. provide the right for our client, Double check the
solution for the explain the value in analysis before
Look at our client.
resources those sending it out to our
holistically. Aim to Engage help recommendations client, this is to
address all alerts throughout the based on our lessen or zero-out
from known- interaction when analysis, and then the chances of being
knowns, known- needed. make the client returned to re-
unknown, unknown- aware of the analyze or to be
Determine a
knowns and possibilities. mislabeled or
solution that is long
unknown- term and would mistagged.
unknowns. benefit the client as
well as Mantua.

©2014 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted,
confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
6
Click
What’sto Changing?
edit Master title style Process
Flow

Coaching

•• Process
Click to edit
FlowMaster text styles
- With multiple levels
- SOC Process flow is being updated to support the Customer Advocate
Behaviors
• Coaching
- Coaches will help drive sustainability and adoption.
• Move to selecting CAB in observations, trending and coaching
• Introduce 8 Coaching Behaviors and have managers use when coaching
supervisors
• Select 2 low performers per sup team and work on a 60 day action plan – target
WTR/Net Promoter Score improvement
• Readout at 30 and 60 days
• QA for SOC
- Quality team will work with each site to incorporate the Outcome Based Form
into New Hire

©2014 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted,
confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
7
Timeline
Click to edit Master title style
• Executive Roadshow-
• Click to edit Master text styles
- Complete
- With multiple levels
• Site Level Change Management Sessions-
- In Progress scheduled week of 7/22

• I-learn -How to Be a Customer Advocate Training

- In Progress to complete by 8/15

• Consumer Call Flow Updates

- Complete (CST updated by 8/1)

• Coaching
- Starting with training completion on 8/15

©2014 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted,
confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
8
Click to Action
Call to edit Master title style
• Click to edit Master text styles
• Help
- Withdrive this message and strategy to your
multiple levels
sites!
• You must be actively engaged and supporting
the move to CAB for us to be successful.

©2014 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted,
confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
9