New QA Parameters for CCM Prepared by: Quality Analysts

Internal Memorandum Ref: IM 0001214 TO : LBC CCM From : Denny C Internal Memorandum Ref: IM 0001214 TO : LBC CCM From : Denny C. Muñoz Subject : New QA Parameters DATE : November 13, 2014 Please be advised that effective November 13, 2014 we will be using the New QA Parameters. The changes emphasize Brand Awareness, Up-selling, Clarity of Transaction Reception through Comprehension and Call Disposition. In accordance with this, we are expecting that our customer/s will have & enjoy a better customer experience. Thank you. Prepared by: Sandralyn Bacolod Customer Interaction Analyst Verified by: Benjamin Mapalo CCM – Section Head Approved by: Denny C. Muñoz Customer Interaction Senior Manager

CCM QA FORMS Inbound Social Media Email CMOS

INBOUND QA FORM CATEGORY WEIGHT A. Opening 2% B. Brand Awareness 15% C. Record Verification 11% D. Call Management 20% E. Product and Process Knowledge 33% F. Closing 19% ZERO TOLERANCE POLICY   TOTAL 100%

SOCIAL MEDIA QA FORM CATEGORY WEIGHT A. Opening 2% B. Brand Awareness 20% C. Record Verification 11% D. Transaction Management 27% E. Product and Process Knowledge 36% F. Closing 4% ZERO TOLERANCE POLICY   TOTAL 100%

EMAIL QA FORM CATEGORY WEIGHT A. Opening 2% B. Brand Awareness 20% C. Record Verification 11% D. Transaction Management 27% E. Product and Process Knowledge 36% F. Closing 4% ZERO TOLERANCE POLICY   TOTAL 100%

CMOS QA FORM CATEGORY WEIGHT A. Opening 2% B. Brand Awareness 12% C. Record Verification 11% D. Transaction Management 20% E. Product and Process Knowledge 40% F. Closing 15% ZERO TOLERANCE POLICY   TOTAL 100%