U-verse Business Execution Standardization and Transformation (UBEST) March 30 th 2009

AT&T Proprietary (Internal Use Only)Not for use or disclosure outside the AT&T companies

except under written agreement

U-verse Business Execution Standardization and Transformation (UBEST)March 30th 2009Oversight: Tony Green

Facilitator: Angie DeFord

Agenda

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No. Topic Presenter Slide #1 BIC Blocks Tony Green 32 Tier 1 KPIs at a Glance Angie DeFord 43 Tier 1 CPIs at a Glance Angie DeFord 54 QBR Action Items LaDonna Hendrix 65 U-Care Communicator LaDonna Hendrix 76 Suggestion Box Usage Angie DeFord 87 CVoIP LaDonna Hendrix 9-108 COBC Do’s and Don’ts Angie DeFord 11-129 Missing CTV codes Angie DeFord 13

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Welcome our family member/kapamilya in a way that puts a smile on their face and yours.

No more scripting and no more BANs. Our family members don’t know what a BAN is let alone what theirs is. No more awkward interactions and stilted scripting.

Is this a family member that needs special handling immediately?

Is there a flash on the account that indicates they are a Frequent Caller that needs to be routed to T2 immediately? Are they a Frequent Dispatch Customer that is still OOS and needs to be escalated for a same day dispatch to the UVDC?

What member of our family is this? Our Grandmother who is not highly technical so you need to speak slowly and

use remote control tool when possible? Is the family member an upset uncle who has been inconvenienced and therefore requires an apology on behalf of AT&T and a strongly stated commitment that we will make it right?

What is their issue? Is it one of the “Six to Fix” (No Service, Intermittent Service/Picture Quality, Email, Wireless Connectivity, Remote Control, Requested Info)? If yes go to AFSS article XXXXXXX. If no troubleshoot using your resources (training, M&Ps,

tools, floor walkers and managers).

If their issue requires a dispatch to resolve 1) make sure you are getting the dispatch day, date and window the customer wants even if this requires an escalation 2) Make sure you select the right level 4 CTV code (is it impacting service = IS or out

of service = OOS) 3) have you noted if it is a Frequent Dispatch (FRQDPO) and 4) have you called over a floor walker to witness you provide the correct dispatch day, date and time window to the customer?

If their issue requires an escalation or transfer to resolve 1) ALWAYS warm transfer our family members 2) ALWAYS get the partner organization agent id prior to handing over the customer (never transfer or escalate to an agent who won’t

provide a user id) 3) ALWAYS give a complete summary of the member’s issue so they will not have to repeat themselves after the transfer 4) ALWAYS check back with the member frequently if you are in queue waiting for the partner

organization to pick up the transfer.

Always fill potential dead air with purposeful actions (update the member’s preferred email address, ask if they have problems or questions about their other products and services, etc). Do not mute or put member’s on hold it’s better to

explain what you are doing even if it’s getting direction from a floor supervisor.

Always talk to your family member about TACR!FT and plant the “very satisfied” seed. Even members happy with their experience may not select “very satisfied” versus “satisfied” unless you plant that seed.

Thank your family member for choosing AT&T and let them know we value their business - but in your own words!

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2009 Tier 1 KPIs as of 3/26/09

AT&T Proprietary (Internal Use Only)Not for use or disclosure outside the AT&T companies

except under written agreement

Key Performance Indicator (KPI)

Current MTD Performance

Current WTD Performance

Goal

5 of 8 Objectives MetTACR!FT 67.16% 68.11% 68%GOS (30) 92.96% 93.29% 90%AHT 15.80 16.01 17.60FCR 81.03% 80.66% 82%NQD 6.04% 6.08% 7.50%Dispatch per Sub 0.10 0.09 TBDT1 to T2 Escalation Rate

4.63% 4.38% 10%

Contact Rate 68.85 66.02 68.3

2009 T1 CPIs (Compliance Performance Indicators)

CPI Current MTD Performance

Escalation Rate on Frequent Caller/Dispatch 24%Agent Checklist Completion

•2Wire•Convergys

•ICT•Sitel

•Sutherland•West

•45.00%•91.70%

•77.10%

MGR/TL UUID in Notes for Dispatches 35.98%

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QBR Updates• 38 Action Items Opened• 5 Closed as of 3/27• Roadshows Feedback items that cross-reference with QBR will be updated

Need Status#4 All observations should be covered the same day/ ASAP. #7 Agents need the ability to call a customer back for follow-up . #14 Digital clocks to be installed in all centers by EOM March. #21 All agents and TL should know the escalation and AT&T On Call process. All vendor partners to cover “Where’s My Tech” process – why we are doing it. #29 Vendors to give VM feedback on weekly KPI call on what they are hearing from the agents & suggestions gathered during tailgates. #32 All agents should know what the KPI’s are – what they mean and their impact to each KPI. #35 VM to record monthly video for hot issues in the business, KPI results, process issues/improvements and send to their vendor. #42 Vendor competition – create traveling award/spirit award based on KPI’s, most improved, etc.

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U-Care Communicator – 2nd Editionhttps://agentsupport.web.att.com/tier1/lightspeed/alerts/yswh/current.shtml

• Last minute changes may occur depending on “Hot Items” for the week

1st Edition

2nd Edition

Microsoft Office Word Document

Microsoft Office Word Document

Microsoft Office Word Document

Suggestion Box

Usage to date:As of 3/30/09 there have been 4 suggestions submitted.• The first asks for a name to be corrected on agent feedback

but the name is not provided.• The other 3 have been for AFSS updates.

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CVoIP T1 Contact Rate & DriversCVoIP T1 Household Calls Per 100 In-service Customers

• Update Install Tech M&P 9/30• Milwaukee Trial: 10/1-11/1• Create project and program

management of outcomes• Align resources to support 2009

expansion and feature changes

CVoIP T1 Issue Top Call Drivers CVoIP T1 Issue Call Driver Pareto

- 10,000 20,000 30,000 40,000 50,000 60,000

020406080100120

T1 Household Contacts T1 Household CR T1 CVoIP Issue CR

# of Cases Contact Rate

1/10/2

009

1/17/2

009

1/24/2

009

1/31/2

009

2/07/2

009

2/14/2

009

2/21/2

009

2/28/2

009

3/7/20

09

3/14/2

009

3/21/2

009

0.01.02.03.04.05.0

Voice Mail Issues No Dial ToneRequested Information No Sync RGVoice Quality Issues

Contact Rate

Voice Quality Issues

No Sync RG

Requested Informa-tion

Voice Mail Issues

No Dial Tone

Goal - 111 Note: Metrics after 2/21 were impacted by issues with Enabler/R9 after release weekend.

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CVoIP T1 Voicemail Drivers: March MTD View

VM Access Phone

Escalated to UM

Msg Retrieval Phone

General Mailbox Setup

Directed Mailbox Setup

Corrected Portal Settings

Reset VM Pin

Change PIN

Turn VM On/Off

VM Walkthrough

0 500 1000 1500 2000 2500 3000

Vicki Jones’ COBC Do’s and Don’tsDo’sFollow the AT&T Customer Rules!• Take Ownership of the customer issue/concern and Show you care by

ensuring their concern is addressed and resolved before they hang up• Be Responsive & Deliver by answering every call quickly, being polite,

professional and showing empathy • Do it Right by using your systems and tools and following standard processes

that lead to customer satisfaction • Make it Seamless by avoiding company jargon, always saying “we” and

transferring only when absolutely necessary• Meet Commitments by following up when you promise, and ensuring you

place detailed enough notes in the records to allow all your upstream and downstream partners to do their part

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Vicki Jones’ COBC Do’s and Don’ts Cont.Don’tsAvoid your responsibilities in any way by doing things such as:• Disconnecting the customer before their concern has been addressed • Ignoring the call when it arrives by not engaging in dialogue with the

customer• Refusing to answer customer questions• Placing customer on hold for extensive period of time for no justifiable

business reason • Intentionally giving wrong or withholding information • Intentionally changing status of customer account or suspending service

without proper justification • Falling asleep while on an active customer call Disrespect the customer by:• Engaging in sarcasm, using profanity or argumentative language • Engaging in any unauthorized or improper customer contact using emails,

text messages or voice messages• Initiating or participating in inappropriate conversation with customers

including any flirting, sexual dialogue or racist remarks

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Missing CTV codes

• For 3/17/09-3/20/09 there were 2197 cases that were missing level 3 or 4 CTVs codes out of the 92433 that were opened for those days (2.38%).

• A report will be sent weekly using the sliding window raw data.

• A fix is scheduled for R12 (February 2010) to make it mandatory to input all CTV codes.

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APPENDIX

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TACR!FT Trending

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68.22%

• 1st Qtr Target –68%• MTD Mar. – 67.16%

GOS Trending

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90%

• 1st Qtr Target –90%• MTD Mar. – 92.26%

89.79

AHT Trending

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17.60

• 1st Qtr Target –17.60• MTD Mar. – 15.80

FCR Trending

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82.00

• 1st Qtr Target – 82%• MTD Mar. – 81.03%

No data on 2/26 due to R9

NQD Trending

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7.50

• 1st Qtr Target – 7.50%• MTD Mar. – 6.04%

No data on 2/26 due to R9

T1 To T2 Escalation Rate Trending

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10.00

• 1st Qtr Target – 10%• MTD Mar. – 4.63%

No data on 2/26 due to R9

Contact Rate Trending

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72.49

• 1st Qtr Target – 68.03%• MTD Mar – 68.85%

No data on 2/26 and 3/5

due to R9

68.30