Enhanced Agent Email Escalation Process

Objectives: To achieve cost reduction by decreasing the agent’s handling time by 60 seconds. To provide better customer experience by being more efficient in handling customer requests and complaints through immediate escalations to the concern business units.

Timeline:   ~ January 2015 ~ Sunday Monday Tuesday Wednesday Thursday Friday Saturday 25 26 27 28 29 30 31 Cascade to UAT Team 2nd day of implementation to UAT Team after the cascade 3rd day of implementation to UAT Team after the cascade 1st day of cascade to all CCM 2nd day of cascade to all CCM 3rd day of cascade to all CCM 1st day of implementation to UAT Team after the cascade *** If everything is okay, will start cascade to all CCM the following day. *** All loopholes on the enhanced process must be identified and addressed prior to effective date of implementation on February 2, 2015.   ~ February 2015 ~ Sunday Monday Tuesday Wednesday Thursday Friday Saturday 1 2 3 4 5 6 7 Last day of cascade to all CCM Live date of implementation to all CCM *** Must have 100% completion of cascade on this day.

Team to undergo UAT (User Acceptance Test / Dry run) There will be a subject UAT Team per Silo/Origin composed of 1 TL and 10% of the agent’s total population per Silo/Origin. Philippines ASPAC Middle East Europe NAM Non-voice Outbound Backroom Illarde, Danny Yambot, Christopher Cobilla, Erika Tallud, Rome Lim, Abigael Sollano, Cesar Anthony Batang, Maria Eliza Batalla, Mary Jaen Flores, Irish Joy Robles, Angeline Velonza, Mary Joy • Maceda, Ariane • Gallentes, Mary Rose • Monsanto, Angielyn • Ednalaguim, Rafael • Madridano, Christina • Briones, Ma. Theresa • Dalisay, Hermogenes High potential Agent for TL’s shadow: Leny Albito High potential Agent for TL’s shadow: Malvin Arce High potential Agent for TL’s shadow: Marjorie Luistro High potential Agent for TL’s shadow: Francis Abat High potential Agent for TL’s shadow: Mary Anne Bombaes High potential Agent for TL’s shadow: Israel Ogbac High potential Agent for TL’s shadow: Remy Cunanan / Sandra Jane Masilungan High potential Agent for TL’s shadow: Alexander Allego Team Leader Origin TL-Shadow Danny Ilarde Philippines Leny Albito Rona Michelle Velasco Philippines Jose Marie Perez Christopher Yambot ASPAC Malvin Arce Erika Cobilla ME Marjorie Luistro Jo-en Manlangit ME Michael Soriano Abigael Lim NAM Mary Anne Bombaes Romellee Tallud EUROPE Francis Abat Mary Jaen Batalla Backroom Alenxander Allego Maria Eliza Batang Outbound Remy Cunanan / Sandra Jane Masilungan Cesar Anthony Sollano Facebook Israel Ogbac

Enhanced Process for Resolution of Major and Minor Customer Concerns Team Leader 2 1 Inbound agent Backroom 3 Outbound agent 4 Qualifies and analyzes if the request/complaint is valid Monitors the feedback of the concerned BU to the customer’s minor concern. Monitors and coordinates resolution of major concerns to concerned BUs. Calls the customer to confirm if the minor concern has been resolved within the SLA. If fulfilled/resolved by BU, will endorse the concern to Outbound Team for call out to confirm with the customer. If minor concern has been resolved, will close the case. If valid, will qualify if it’s a minor or major concern. If feedback / resolution has been given by BU, will call customer to update within SLA of 24 hours. If resolution wasn’t given by BU within the SLA, will call BU to expedite the resolution. If minor concern has not been resolved, will endorse to Backroom for proper handling. No creation of ticket, but outbound must monitor it with Backroom and ensure resolution within the day. If minor concern, will send email to concerned BU – for monitoring of own Silo. No need to create ticket. If no feedback / resolution was received from BU, will call BU to expedite resolution. TL must monitor this and see to it that it will be resolved within SLA of 24 hours. Backroom Team must have 1 buddy agent from Outbound Team to work closely in resolving major concerns. Outbound Team must have 1 buddy agent from Backroom Team to work closely in resolving major concerns. If major concern, will create CMOS for monitoring and handling of Backroom Team. No need to send email escalation. Same process for all major concerns.

Enhanced Agent Email Escalation Process Reported Complaint/Request? Start Customer contacted CCM 1 Inbound agent 1 No Customer identification Check if w/in SLA Specify the type of concern Is it LBC’s lapse/fault? Yes Agent will send email to concerned BU if the concern is minor: for monitoring of own Silo. No need to create ticket. Is it a major concern? Is the Complaint/Request valid? Agent qualifies & analyzes the Complaint/Request 2 No Yes RTO / RTS New delivery address Transfer for pick-up Correction / additional consignee Delayed delivery of local shipment Missed pick-up Redelivery Undelivered LBC box etc... Agent will explain the process and end the conversation courteously. 1 Yes No Agent creates CMOS ticket for complaints. 1 3 End

Resolution of Email Escalations from Agents With feedback/resolution from BU? Team Leader 2 Team Leader monitors the feedback of the concerned BU regarding the customer’s request. 2 Yes TL calls the customer to inform the feedback/ resolution from the BU. No TL calls the concerned BU to expedite the feedback/ resolution. Note: TLs and agents per Silo must monitor their own escalated minor customer concerns/requests to the concerned BUs. SLA for minor concerns is 24 hours. With feedback/resolution from BU? No Yes 4 End

Resolution of Tickets for Major Concerns Backroom 3 Is the major concern valid? Backroom receives the ticket created for major concerns of the customer. Backroom qualifies & analyzes the major concern. 3 No Yes Yes With resolution from BU? With complete information? Backroom will coordinate with the concerned BU for the resolution of the concern. Backroom will create a ticket to the inbound agent for “lack of knowledge” and will endorse to the TL for coaching. Yes Backroom will endorse the concern to the Outbound Team for call out to advise the customer. 4 No No Backroom calls the concerned BU to expedite the resolution. Backroom will endorse the concern to Outbound team for call out to get the complete information. 2 4 Note: Backroom Team must have 1 buddy agent from Outbound Team to work closely in resolving major concerns. End

Role of Outbound Team in Resolving Minor and Major Concerns Outbound agent 4 Call out for confirmation of resolution to the concern? Outbound receives the leads for call out of minor and major customer concerns. Outbound qualifies the type of call out. 4 Yes Outbound calls the customer to confirm if the concern has been resolved. No Call out for gathering of complete information needed by Backroom? Outbound calls the customer to get complete information and will endorse it to Backroom right after. Yes 3 Customer confirms that concern has been resolved? Note: Outbound Team must have 1 buddy agent from Backroom Team to work closely in resolving major concerns. If minor concern has not been resolved, will endorse to Backroom for proper handling. No creation of ticket, but outbound must monitor it with Backroom and ensure resolution within the day. Outbound will endorse the concern to Backroom for proper handling. No No Outbound performs other type of call out function and will update necessary systems. 3 Yes Outbound will close the case. End

TL per Silo Monitors the agent’s emailed reports for customer’s requests Coordinates the customers request with the concerned BU Ensures fulfilment of customer’s requests Backroom Coordinates the customer’s complaints or claim with the concerned BU Prepares refund on customer’s claim if needed Ensures resolution on customer’s complaints or claim With 1:1 buddy up with outbound to closely monitor resolution 2 3 Outbound Team Responsible to do call out to customer for feedback on their complaint / request With 1:1 buddy up with backroom to closely monitor resolution 4

Sample Agent’s Email Escalation Template Email Subject: Country Origin/Reported Concern/Tracking number/Booking ID Recipients: To: Concerned BU (e.g. north_america_backoffice@lbcexpress.com) Cc: Concerned TL/s per Silo and TL on duty; Customer Care; QA per Silo Reference for other recipients as necessary: Escalation/Complaint Matrix CCM Team Leaders: Abigael N. Lim; Cesar Anthony T. Sollano; Christopher D. Yambot; Danny L. Ilarde; Erika D. Cobilla; Jo-en M. Manlangit; Maria Eliza D. Batang; Mary Jaen G. Batalla; Romellee D. Tallud; Rona Michelle F. Velasco CCM QAs: Arlene S. Espineda; Julie Mae M. Rugue; Richard Jake O. Cabales; Sandralyn V. Bacolod Note: To be used by the agents when sending email escalation of customer’s minor concerns/requests to the concerned BU. Agents will use their own personal office email in sending this.

Thank you!