Revamped CCM Team

CCM CCM CCM The Future Before Now Social media Email Handsets Manual notes Customer concerns

Background & Objectives Previously, the function of LBC CCM was limited to: Handling incoming calls & support requests / complaints via voice-based channels (2010). Eventually, these included multi-channel tools (e.g. email, social media) (2011). Objectives: Evolve CCM into a profit center and no longer a cost center; spring- board was the creation of the extra sales/ push team last year. Assist in further driving revenues based on set targets. Manage CCM as a cost center w/out sacrificing its original functions. Satisfy customers demand, especially among corporate accounts/ SME’s, for a faster & more efficient service with focus on their respective functions (customer relations, sales)

Customer Relations- Hermie Structure/Function Sales- Benj Customer Relations- Hermie INBOUND (Booking Sales) Target: P1.3B New Parameters for CCM’s Top Performers SALES (Empty Box) Target: P40.3M “Ka- Bayan” calls Outbound Target: P609K Customer Engagement Predictive Churn CMOS (Backroom) Complaint Management Enhanced Complaint Management Customer follow- through activities Social Media Digital Customer Touch-point Customer Feedback Outbound Customer Retention (Proactive) Customer Engagement Win-back activities “Kamustahan” calls Processors *Relationship Management (corporate accounts) APPRENTICESHIP *Responsible for proactively nurturing/ monitoring shipments of select corporate clients.

QA Structure/Function Data Analyst Status Quo Training Shared Support- Tere QA Automation of Universal Tool Automation of QA Tool Call Disposition Tool Training Leadership Training Internal/External Trainings Data Analyst Customer Profile Insights Workforce Admin Status Quo

Shared Support-Tere (23) Customer Relations- Hermie (50) CCM New UNITS Sales- Benj (84) Shared Support-Tere (23) Customer Relations- Hermie (50) Sales 65/81 Ops 15/15 Data 1/1 QUALITY/ TRAINING 7/7 Complaint Management 12/12 DIGITAL CUSTOMER TP 18/19 OUTBOUND 11/13 Relationship Management 6/6 Contact Center Manager 1/1 Performance Analyst 1/1 Section Head 1/1 BACKROOM 12/12 SOCIAL MEDIA 13/14 OUTBOUND (customer retention) 11/13 Relationship Managers 6/6 PHILIPPINES 23/33 QUALITY 5/5 ASPAC 9/12 Team Heads 10/10 EMAIL 5/5 Leny / Mark / Maverick Milagros /Melanie TRAINING 1/1 NAM 16/17 WORKFORCE 4/4 EUROPE 4/5 Senior Manager: 1 Digital Marketing: 3 Total Manpower: 161 MIDDLE EAST 13/14 OUTBOUND (predictive churn) 1/3 Thesa * Deficit of 21; to be completed by Mar ‘16

2015 Actual Sales (Per Origin) % CCM Booking 2015 Sales Target 2015 Actual Sales 2015 CCM Sales 2015 Region Actual 2015 Region CCM (Annual) AUSTRALIA 72% (sales target incl. money) Php136,896,597.96 Php99,013,509.23 Php436,293,759.51 Php342,655,890.28 HONGKONG 98% Php88,331,521.36 Php86,381,709.79 MALAYSIA 81% Php70,261,167.09 Php44,665,677.15 Php36,049,297.26 SINGAPORE Php196,533,695.85 Php129,738,118.42 Php105,630,828.06 TAIWAN 42% Php36,661,844.62 Php15,580,545.94 BAHRAIN 18% Php20,598,097.26 Php12,736,166.29 Php2,249,244.22 Php700,391,196.59 Php507,912,950.88 KUWAIT 35% Php148,868,607.47 Php110,429,627.52 Php38,958,050.15 QATAR 58% Php26,733,406.45 Php24,474,683.93 Php14,267,891.45 SAUDI ARABIA 51% Php272,936,059.84 Php181,071,446.22 Php92,347,004.58 UAE 97% Php371,679,272.63 Php360,090,760.49 ITALY 44% Php84,429,687.69 Php51,204,729.56 Php22,356,350.67 Php220,698,185.98 Php161,805,033.29 SPAIN Php49,832,765.16 Php33,857,369.13 Php6,120,826.95 UK Php135,636,087.29 Php133,327,855.66 CANADA 62% Php93,451,717.75 Php58,367,181.10 Php1,299,601,265.45 Php340,299,698.24 USA 23% Php1,206,149,547.70 Php281,932,517.14 TOTAL Php870,193,486.81 Php2,656,984,407.53 Php1,352,673,572.69 Data Source: CRM (2016 targets); percentage based on Vistra 1 & Vistra 2 data for FY 2015

2016 Targets (Per Origin) Origin % CCM Booking 2016 Annual Sales Target (PHP) 2016 Annual CCM Target (PHP) 2016 Annual Region Target (PHP) 2016 Annual Region CCM Target (PHP) AUSTRALIA 72.33% P126,211,100.83 P91,284,985.78 P437,275,697.08 P345,771,271.94 HONGKONG 97.79% P89,351,759.90 P87,379,427.80 MALAYSIA 80.71% P50,759,159.75 P40,967,296.48 SINGAPORE 81.42% P137,428,025.80 P111,891,835.19 TAIWAN 42.50% P33,525,650.79 P14,247,726.69 BAHRAIN 17.66% P12,659,098.59 P2,235,633.83 P766,420,585.99 P550,485,388.49 KUWAIT 35.28% P119,864,165.99 P42,286,425.25 QATAR 58.30% P38,870,987.51 P22,660,436.88 SAUDI ARABIA 51.00% P203,067,931.15 P103,565,280.77 UAE 96.88% P391,958,402.75 P379,737,611.75 ITALY 43.66% P46,133,040.44 P20,142,014.98 P212,001,214.84 P156,235,154.05 SPAIN 18.08% P33,598,027.08 P6,073,942.40 UK 98.30% P132,270,147.32 P130,019,196.67 CANADA 62.46% P83,517,220.21 P52,162,387.54 P1,275,970,872.29 P330,893,545.16 USA 23.37% P1,192,453,652.08 P278,731,157.63 TOTAL 51.40% P2,691,668,370.20 P1,383,385,359.65 Data Source: CRM (2016 targets); percentage based on Vistra 1 & Vistra 2 data for FY 2015

Thank You & Good Luck!