How to Improve our Proactive Calls KPI (Total timing 36 days - First Results Day 11th)

1. Project Review

1.1. Summary of Project

1.2. Timeline:

1.3. Budget:

1.4. Resources:

2. Areas involucras

3. Tiempo estimado

4. Propuesta Videos Youtube

5. Manager might decide with the coordinator if there are matchcodes which might not have proactive calls and they might represent a very good opportunity for CALLING THEM to check any process or to check the status of the service (Not only when theCES is Done )

6. Elia Mayo could have a private 20 - 30 min meeting with the coordinators who really miss the target in order to discuss about why this happened and stablish a commitment for next month

7. 1. In this phase , numbers between last 3 months without the strategy and the first month of the strategy would be compared by each manager. 2. Elia, Mangers and PPs would discuss the results and would talk about possible improvement opportunities or keep it as stablished. 3. After this doing 1 & 2, the process will be back to Phase 2 Actions

8. PHASE 3 - 15 DAYS LATER EVALUATION OF RESULTS

9. PHASE 2 - Follow Up 15 DAYS LATER

10. PHASE 1 - Set up 6 DAYS

11. Each week MANAGERS will communicate coordinator a STAR TOPIC to consider on the proactive calls eg - An specific email in which they need to send specific requirements - Damages on Geography making delays on equipment delivery - ROBOT use

12. 1. I will meet with the coordinators with the Highest P.C KPI

12.1. Find what strategies do they use? Identify which are "Good Habits"

12.2. Talk about how to improve those strategies

12.3. Discuss what do they think we are falling short in our KPI

13. If needed a quick follow up with the Manager ,it could be done a reinforce of strategy with the coordinator that needs help to reach monthly goal. QUALITY OF THE CALLS will be reviewed

14. Aside from weekly report from Digital Team, managers will have a quick meet up (5 min max) with the coordinator who didnot reach the objective. The goal is to identify why the coordinator didnot made it.

15. 1.5 Hour Sesion One Day Only

16. 1.5 Hour per Sessions in 1 WEEK TOTAL TIME: 7.5 HOUR

17. 2. Have 5 sesions with 8 people mixed from all 5 segments and BT with one the 5 SV Supervisor per day (Pilar, Ivonne, Betzaida, Ginebra, Clarena)

17.1. Listen our coordinators, and ask why are not doing - upoading the proactive calls.

17.2. STORM OF IDEAS: Listen the coordinators. what they would consider necessary for this to improve. Commit PPS to request the Region if possible any support needed.

17.3. Share strategies obtained from session 1 and stablished a commitment from COORDINATORS, MANAGERS AND PPS to reach and Maintain through time a proper KPI regarding Proactive Calls.

17.4. Stablish a controlled 15 min weekly time off for the Coordinators to upload the proactives ? Insist with our Region to Update the PC webpage interfaz and the number of PC required giving current situation with case management? - Provide improvement ideas One member of BK. DOC, IM per SV will be "cheering" each week and remind their colleagues to upload the calls. Stablish the weekly challenge , E.G all Thursdays all coordinators should had uploaded at least 2PC

17.5. Other Improvements. - IT IS NECESARY THAT THE MESSAGE THAT PRO - CALLS is a must on our duties. - In this session Managers could make an example of a Quality Proactive Call VS a NON Proactive Quality Call. _Each segment has different needs, both Managers and coordinators could stablish a weekly topic to work in the PROACTIVE CALLS on the weekly meeting and make sure to work like the "MC DONALDS DO YOU WANT COKE?" - Moreover we can work on weekly all over segment topics and commonly work on them in all of them. - All coordinator will be encourage to start using more the follow up proactive call y will be teached how to do it. - Moreover it will be shared a HOW TO manual file in which its show how to dial on the Contact Center to the different countries both Mobile and Land Phones. - Why do not we do follow up proactive calls? ---- Lets share honest opinion and teach everyone how to do it,

18. 3. FOLLOW UP EVERY TWO WEEKS (15 th and 30 th of each month)