Customer Experience Team

GUIDELINESSCNI Courtesy / Professionalism Excellent use of pleasantries and complimentsRude / Spoke over customer / Rushed / No soft skill / Other Was friendly and made good use of soft skills Clear Response Excellent / Very Good Communication Skills and Comprehension Too fast / Slow / Monotonous / Mumbled / Unclear / Mispronounce / Other Spoke clearly with good speed and pronunciation. Timely Resolution Resolved issue fast and accurately (minimal to none utilization of hold or dead air) Exceed the advised hold time frame / more than 15 seconds of dead air Provide accurate resolution and properly utilize the hold procedure and dead air threshold (15 seconds) Created mainly to focus on the customer’s satisfaction per call. This was used in scoring the agents’ call in collaboration with the quality guidelines which focuses mostly on the product and technicalities.

GUIDELINESSCNI Level of Knowledge Acted as an expert in delivering timely resolution and all pertinent information No confidence / Over use of Hold / Ask irrelevant questions / Ask the same information to the customer Did not take long in finding the answer and was confident about the solution provided Overall Performance Indicators Was able to resolve issue and provide a great customer experience without having to sacrifice business guidelines No solution provided / Not in timely fashion / Other Provides an accurate solution in a timely fashion

Rating w/ Point ValuesVOICE VS (5 pts.)Very Satisfied -Customer was appreciative of the representative’s service. - Customer was very pleased. - “You’re wonderful!” - “Wow! You’re a great help!” - “You made my day!” -Customer responded via or inbound interaction to appreciate the representative’s service. - "Thank you. Your response was helpful." - "Thanks for your reply. I appreciate it." S (3 pts.)Satisfied -Customer ended the call with a simple “Thank you” or a similar closing statement without appreciating the representative. - Customer sounded satisfied. - Customer ended the call with a smile in his voice. -No additional /interaction by the customer at the end of the review month. - Customer responded to the to thank the rep with no additional query. - Customer ed or called in with a different issue not related to the evaluated concern. The Blue Chip CSAT index below was used in scoring calls and s integrated with the product quality guidelines. This was also a rewards and recognition initiative to identify and reward those agents who are outstanding in terms of CSAT but are also very good in product and technicalities.

Rating w/ Point ValuesVOICE N (1pt.)Neutral -Call got disconnected due to technical issue. - Issue was not resolved and the customer needs to call back. -Customer gave no indication of satisfaction or dissatisfaction. -Customer responded via or inbound interaction with a supporting/follow up question but no indication of being dissatisfied. D1 Dissatisfied - Customer Service -Customer expressed a slight dissatisfaction, confusion, anger, frustration and similar negative emotion. -Customer sounded unsure, doubtful and unconvinced. - Negative emotion mainly caused by representative’s behaviour, communication skills and other things the representative can control. -Customer responded via or inbound interaction with a supporting/follow up question but with indication of dissatisfaction with the customer service rep. D2 Dissatisfied - Customer Service -Customer expressed a slight dissatisfaction, confusion, anger, frustration and similar negative emotion. -Customer sounded unsure, doubtful and unconvinced. - Negative emotion mainly caused by representative’s behaviour, communication skills and other things the representative can control. -Customer responded via or inbound interaction with a supporting/follow up question but with indication of dissatisfaction with the customer service rep.

Rating w/ Point ValuesVOICE VD1 Very Dissatisfied - Products and Services -Customer showed intense anger, dissatisfaction, hate, confusion, frustration and other negative emotion caused by policy, products, services and other things beyond the representative’s control. -Customer responded via or inbound interaction with a supporting/follow up question with indication of intense dissatisfaction with our products and services. E.g. Customer used "exclamation points" and "capital letters" indicating anger. VD2 Very Dissatisfied - Customer Service -Customer showed intense anger, dissatisfaction, hate, confusion, frustration and other negative emotion caused by representative’s behaviour, communication skills and other things the representative can control. -Customer responded via or inbound interaction with a supporting/follow up question with indication of intense dissatisfaction with the customer service rep. E.g. Customer used "exclamation points" and "capital letters" indicating anger.