instruction This template should be used Only for The Best Employee Engagement category. Template can be modified, subject to your company template or regulation. Please do not change the sequence of content to avoid misunderstanding of evaluators. All information and data that presented have to be in period of Jan to Dec 2016 or Jul 2016 to Jun 2017. Estimated time to present, include Question and Answer is 45 minutes per categories.

Company name contact center brand

program Award, Reward & Incentives, Engagement (Participation)

1. background Please explain the background and analysis of the program, including the opportunities, risks and challenges.

2. objective Please describe the objectives, targets and indicators to be achieved for the implementation of this program.

3. creativities Please describe the detail concept of this program, includes scope of program, participants, and methodology to measure the successful of program.

4. Key activities Please describe the type of activities and timeline of implementation of this program.

5. Key responsibilities Please describe the role and responsibilites of the contact center and partners in the implementation of this program.

6. Key resources Please describe the requirements of this program, in terms of labor, technology and cost.

7. Result / achievements Please describe the achievement of this program, includes impact on employee turnover, retention, satisfaction and engagement.

7.1 turnover & retention rate Please provide number of agent that leave contact center and number of agent that provide services month by month within 1 year period. KPI Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Total Agent New Agent Agent Resign Turnover Rate (%)

7.2 employee satisfaction Please provide methodology to measure employee satisfaction index and employee engagement, include comparative performance achievement, before and after the implementation of development programs. Key Performance Indicators (KPI) Methodology Before the program (by date) After the program (by date) Employee Satisfaction Index Employee Engagement Other KPI

8. Key performance indicators Please explain performance achievement, comparative before and after the execution of this program.

9. Additional information Please provide any additional information as evidence of the execution of this program.

Thank you The Best Contact Center Indonesia 2017