Personal Worklist Pilot Your friendly TM Loyalty and Retention - Mobility Calgary Only March 13, 2014

TELUS Proprietary2 What is Personal Worklist Pilot for? Scenario Example: Customer undecided on offer and wants to speak with a relative or friend to better make a decision, even after you have positioned all the advantages. Usual Agent Course: Set a callback time via Outlook Calendar. Callback at time set. Opportunity Callback missed due to Agent absent due to sick, trade, or late. Agent misses alert. Set up of Outlook not properly saved. Missing Data in Outlook for callback.

TELUS Proprietary3 How can Personal Worklist help? A tool that can be tracked by another individual to provide continued customer service support, even with missing primary agent. Common practice across the team. Specific computer issues such as new systems migrations will not affect data as it is saved on a server. Ease of use for agents. Increase in achieving fulfillment of agent promises to customer. Measurable behaviors for escalations and feedback.

TELUS Proprietary4 How does it work? [ go/pworklist ] Steps 1.Fill in data. Use text boxes and drop downs. 2.Submit Hint: When creating the request, fill in the next follow update. This is the date you want to next look at this record.

TELUS Proprietary5 How does it work? Cont’ [ go/pworklist ] Searching for you Work list items Click on work follow ups top right hand corner Form type = Personal Worklist TID = your workflow id Start and end date – can be empty to see all request or you can fill in a day to see what you have set for follow ups for a certain day. NOTE: when updating records, if another follow up is required make sure you update the next follow update to the correct date.

Questions?