TELUS Internal Programs

Overview

TELUS International Philippines

Aug 2010
 internal | organization: people

JET SIANG XIN DILAG LEO LAO MICH VILLARAMA vacant PET GAPASENAO
LS Manager LS Manager LS Manager LS Manager LS Manager LS Officer

JOREL GUTIERREZ JOEY CASPELLAN JEFF BARANDA CECILLE GERMAN MARJO LACHICA JOEL SOLDAO NEIL LIRA GILBERT SANTOS
CEC Supervisor CEC Manager CEC Supervisor CEC Supervisor CEC Supervisor CEC Supervisor CEC Supervisor CEC Supervisor

LIZA ESTREBELLO RON GOMEZ

CEC Supervisor CEC Supervisor
OLIVER MAHINAY
Team Lead Team Lead
Ess / Dial-Up
TPS - NCSC BTTO - MM

ED EARLE Team Lead ELAI ESQUIVIAS

Ess / Chat / P. CARE TTPS - Audio Conf Partner Solutions
JOVS CARCIDO
KRIS VALLE JOHN ALINCASTRE RON RODRIGUEZ Client Care Team Lead GEM VILLASANTE
Team Lead (2)
FFH Care & TTV Essentials BTTO - NFS SMB - Wireless SMB Assure Finance
ARLENE LIBAO
DOOBIE BAWALAN MYLON VILLASANTE CARLO ESGUERRA Client Care Team Lead (10) JEN GAJUDO MAX MEJIA
PMO / BackOffice Essentials FFH - NRA SMB - Wireline Performance Mgr Supply Ops
BELLE RAMOS
agm agm agm agm
CAROL agm ROSELLE DREI Client Care HERSHEY agm AMY agm MARIE GARY
PATUNGAN JUNIO DELOS REYES RODRIGUEZ CARBONILLA REGIO BELTRAN
FFH CARE FFH Assure FFH Assure/ BTTO DENNIS VALENCIA TBS CARE JOVITO RED TBS Assure BTTO / BPO Outbound Sales
Xxxx TM Xxx TM Xxxx TM Client Care / CART Xxx TM TBS - Sales Xxx TM Xxx TM Xxx TM

agm
Janet Bulaong Ely Lim Venky Bobba Vacant
Client Experience FFH CE Mobility Business Solution BPO
Director Director Director Director

Hard line
Organization Vacant
4 2 Practice Analyst
Trish Villanueva
Opal Toquero Warren Tait Learning Services
1 1 PSA Director of Operations Sr Training Manager
4
2
3
5
5 3
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 internal | organization: function
Client Experience (CE) Future Friendly Client TELUS Business Solutions Business Transformation &
Home (FFH) Experience (CE) TBS Wireline: Technology Operations
CE FFH CARE (VOICE): Hrs: 24 X 7
Mobility Client FTE: 18 (BTTO)
FTE: 18 Hrs:
CARE Client support for Dial-up Internet voice calls. BTTO – Mass Market Cable Assignment
Account Closing October 1, 2011
Tech:
Hrs: 24 X 7
CE FFH CARE TTV (VOICE): CE CLIENT CARE:
TBS Wireless: FTE: 18
Hrs: 24 X 7 Hr: 9:30AM-3AM EST
Hrs: 24 X 7 Client support for Dial-up Internet voice calls.
FTE: 18 FTE: 88
FTE: 18 BTTO - Supply Operations:
Account Closing October 1, 2011 Client support for
Client support for Dial-up Internet voice calls. Hr: 8AM-5AM EST
CE FFH OFFLINE : consumer phone lines
FTE: 284
Hrs: 24 X 7
Client support for ADSL Internet voice calls
FTE: 18 CART:
BTTO – TELUS Partner Solutions:
Client support for Dial-up Internet voice calls. Hr: 6:30am-9:30pm PST
Hr: 9:30AM-3AM EST
CE ASSURE ESSENTIALS: FTE: 277
FTE: 88
Hrs: 24 X 7 Client Sales & CARE
Client support for consumer phone lines
FTE: 18 voice calls
TELUS FINANCE:
Client support for Dial-up Internet voice calls.
Hr: 6:30am-9:30pm PST
CE ASSURE PREMIUM CARE:
FTE: 277
Hr: 9:30AM-3AM EST
Client Sales & CARE voice calls
FTE: 88
Client support for consumer phone lines
TELUS TELEMARKETING OUTBOUND:
CE ASSURE CHAT:
Hr: 6:30am-9:30pm PST
Hrs: 24x7
FTE: 277
Agents (FTE): 25
Client Sales & CARE voice calls
Provides all-around tech support to TELUS customers for a fee
CE ASSURE NATIONAL REPAIR ANSWER:
Hrs: 24x7
Agents (FTE): 25
Provides all-around tech support to TELUS customers for a fee
BTTO: NATIONAL FIELD SUPPORT (NFS):
Hrs: 24x7
Agents (FTE): 25
Provides all-around tech support to TELUS customers for a fee

agm
Janet Bulaong Ely Lim Venky Bobba Vacant
Client Experience FFH CE Mobility Business Solution BPO
Director Director Director Director

4 2
Warren Tait
1 1 Director of Operations
4
2
3
5
5 3
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 telus programs | growth 05/11

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 T-IP CE Mobility | performance
Director: Ely Lim Type: CCS

Business Owner: Arlene King

AGMs to complete
Program Start: June 18, 2007

FFH CARE Agent HC: 565

Total Operations HC (incl support):

FTE:

Ratio:
445

656
FFH Assure Essentials
Financials YTD Target Trend

FFH Assure NRA

Gross Margin 37.14%

Direct Cost%
BTTO – NFSRev/Head
39.97%

$1,592

FTE Exit
(2011)
405

Success TBS- SMB Wireline March Delta
Key Metrics Target Q3 Q4 April Rank

TBS
Repeat Call Rate lowest across all campuses for 6
consecutive months
– Wireless Canada



TBS Assurance
Revenue per Call exceeding target throughout Q1
Process Win: Communication Prime and pre-shift huddles
Revenue per Call $0.95 $0.61 $0.69 $1.17 $1.27 3rd -$0.30

 New Incentive program improving Key Metrics and Attrition Contra Revenue
- $1.82 $2.28 $3.19 - 3rd $0.08
(AVP)
Challenges
BTTO-MassMarket
 Post call mix higher % than any other call centre location
CST – Efficiency
(AVP)
520 571 645 634 599 6th -8%

BTTO – Finance
 Guatemala - 52% | Canada - 84% | Manila - 90%
 Meeting Prepaid target LCR (#3) & CSR (#2) Satisfaction
Likelihood to
Recommend
- 62% 59% 61% 65% 6th -2%

delivering. Trails onshore by -2%.

BTTO - SupplyOps
 Repeat call as leading indicator on Last Call Resolution not
Last Call Resolution 90% 85% 85% 84% 85% 7th -2%
 CST achievement to target at -15% to goal

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 Internal | attrition

Negative Attrition: Mobility 65% | Assure 42% | FFH CARE 50%

Actions:
• Increased Tech Premiums in CE Assure by 100% (Php 1000 to Php2000)
• Implementation of Customer First Kicker Incentive Program
• FFH CARE: Implemented August 2010: Attrition Reduced by -27% (YoY)
• Mobility: Implemented April 2011: Attrition Reduced by
• Assure: Targeting June
• Developing the Tenure based incentive program
• Recognizes Tenure through Premium at 12m, 18, 2y & 3y

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 mobility | voluntary attrition

Incentive Impact on VOLUNTARY Attr:

• Reduction in Overall Attrition by 41% (26%)
• Reduction in Quartile 1 Attrition by 60% (9%)
• Reduction in Quartile 2 Attrition by 87% (13%)
• April Y/Y improvement 33% (16%)
TENURE
• 61% of Client Care Team Tenure > 12months
• 67% of Quartile 1 & 70% Quartile 2 > 12 months

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 mobility | incentive results

Scorecard Results
• Repeat Call Rate: Postpaid: 6th month #1 campus | Prepaid: 3 month #3
• CSR Satisfaction: 4 month of improvement 68% to 71% ( Jan 2010)
• Last Call Resolution: 3 months of improvement: 84% to 87% ( May
2010)
• CST Efficiency: 3rd month of improvement 120% to 115% over budget
• Highest Talk time of all campus | OFH Consults (Help Desk)

Coverage & Variability

• High O/T delivery in April resulted in greater coverage
• Average Team Performance improved by +7% & Variation reduced by -3%

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 internal | loyalty premium proposal

 TI-P HR conducted a CE Attrition Deep Dive which included the Tenure Premium Option to address
Attrition issues in the TELUS Internal business. Reviewed and approved by Marilyn Tyfting, Donna
McNicol & Javier Infante (April 2011)
 Tenure Premium model proposed and approved to proceed after a Market Assessment to Benchmark
and refine the value and increments of premium (June 24)
 Tenure Premium targeting implementation effective July 2011
 Tenure Premium will target adding a reoccurring monthly premium at all agents compensation
 Options 1: Greater value upfront and compressed increases at 18m, 24m, & 36m
 Options 2: Gradual & incremental premium increase beginning at 12m and increased at 18m,
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24m, and36m,
Confidential
48m
& 60m
 telus internal | customer first program

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 promise made | promise kept
Pangakong Binitiwan | Aking Iingatan

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