#16PACE Setting Expectations to Improve CEx David Goldberg Associate Principal eClerx & Stacy Donohue Director Training TLK/Results 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

#16PACE 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Discussion Points 1.Setting the Stage- Best in Class Experience 2.Client Challenges and Solutions 3.Impact of Change 4.Partner/Vendor Perspective 5.Effective Training and Coaching

#16PACE 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL WhatHow MuchWhenNext Steps Immediate Recap Real-time Status Online Customer Experience- Expectations Set

#16PACE 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Sales Channels Performance – Broadband Provider Q3’ Sales Reps  Inbound  Outbound  Live Chat 5.8M Closed Sales ~3.2M Contacts >30 Days $22.4M OPEX Bill Explanation/Invalid Charge60%$7.4M Credit Adjustments Service/Installation Issues25% Information/Inquiry/How To15% 60% of the time sales agent provided a detailed summary back and set expectations with customers 17% Churn > 90 D

#16PACE 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Change in Approach and Culture Initiated call audits/deep dives projects to identify issues and key drivers Focus on improving the “customer’s” sales journey within first 90 days Updated sales call flow and provided training ( mbedded sales coaches) Summarization was a primary area of opportunity Q3 new initiatives and training launched focused on:  Verifying order details with customer on every sales transaction and collecting /mobile data to provide updates  Reviewing first month/next month bill details ( one time fees, installation charges, recurring charges, taxes, fees), promotion roll-offs, sales contracts ( ETF) etc  Self-Service and online options for services available prior to installation if applicable  Providing next steps, confirming installation dates/ times, any pre-call activities or options for self-installs etc Tracked, measured and reported on agent scorecards for compliance/adherence

#16PACE 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Channel Performance Q4’15- now 3200 Sales Reps  Inbound  Outbound  Live Chat 3.8M Closed Sales ~1.4M Contacts >30 Days $9.5 OPEX Bill Explanation/Invalid Charge45%$9.8M Credit Adjustments Service/Installation Issues30% Information/Inquiry/How To25% 82% of the time sales agent are providing a detailed summary back and set expectations with customers 14.5% Churn > 90 D

#16PACE Impact Study The Results group TRAINING AND QUALITY DEPARTMENT 7

#16PACE 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Objective: Improve campaign sales performance by evaluating 300 calls from the months of July and August to determine:  Agent behaviors impacting sales  Customer behaviors during the call  Develop an action plan to improve undesirable results 8

#16PACE 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Call Demographics 9

#16PACE 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Customer Behaviors Top Call Driver at 54% Best Response at 74% Product Inquiry Second Best Call Driver at 14% Second Best Response Rate at 60% Upgrade Inquiry 72% of the calls came directly form the customer 28% of the calls were transferred from other departments Call Origin Product and Upgrade Inquiries reflected positive tones when compared to other call drivers Customer Communications 10

#16PACE 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Agent Behaviors Call Opening Pausing Inconsistent tones Branding lacked enthusiasm Sales Summary Minimal information provided Billing top concern Customer future expectations not detailed 11

#16PACE 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Action Plan  Incorporate a skill based call routing tool  Double the evaluations and coaching frequencies in September and August  Increase efforts on starting the call properly and improving customer satisfaction via the sales summary  Compare performance results Control: July and August Test: September and October  Document change 12

#16PACE Quality Results Controltest 13

#16PACE Performance Results Controltest 14

#16PACE Documented Change Opportunities IdentifiedTraining and Coaching Techniques Used Dead air at the opening of the call and shortly afterwards when reviewing the customer account Eliminate small talk with neighbors, seat arrangements Remedial training of supporting tools Failed in Active Listening was observed. Agents were asking basic information like “reason for calling” when at times it was provided Display confidence and high quality service in every call Role play script call flow in the Opening of the call Lack of Enthusiasm agents did not support the brand strong enough Remedial sales training on importance of utilizing valued brand; customer associations and affiliation helps build rapport Role Play Opening and Presentation No Empathy Statements was usually missed when customers conveyed technical issues or experienced problems Provide Empathy Statement - Apologize to the customer and relate that you understand why they are upset; use common courtesy Lack of ownership occurred after the sale was made. Agents we observed rushing to end the call and not providing a more positive customer experience by providing a full sales summary Display ownership by recapping all of the pertinent information surrounding sale (e.g. Billing, Install information and customer information). Answer any, and all, customer’ questions accurately Review enhanced sales summary 15

#16PACE 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Summary  Improved call openings increases talk time. Improved talk times, when combined with strong communication skills, improves front end performance.  Detailed sales summaries enhances the customer experience associated with the product purchase, improves back end numbers and ultimately increases both vendor and client revenue. 16

#16PACE 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Questions 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL