1. Revamped CCM Team

2. CCM CCM CCM The Future Before Now Social media Email Handsets
Manual notes
Customer concerns

3. Background & Objectives
Previously, the function of LBC CCM was limited to:
Handling incoming calls & support requests / complaints via voice-based channels (2010).
Eventually, these included multi-channel tools (e.g. , social media) (2011).
Objectives:
Evolve CCM into a profit center and no longer a cost center; spring- board was the creation of the extra sales/ push team last year.
Assist in further driving revenues based on set targets.
Manage CCM as a cost center w/out sacrificing its original functions.
Satisfy customers demand, especially among corporate accounts/ SME’s, for a faster & more efficient service with focus on their respective functions (customer relations, sales)

4. Customer Relations- Hermie
Structure/Function
Sales- Benj
Customer Relations- Hermie
INBOUND (Booking Sales)
Target: P1.3B
New Parameters for CCM’s Top Performers
SALES (Empty Box)
Target: P40.3M
“Ka- Bayan” calls
Outbound
Target: P609K
Customer Engagement
Predictive Churn
CMOS (Backroom)
Complaint Management
Enhanced Complaint Management
Customer follow- through activities
Social Media
Digital Customer Touch-point
Customer Feedback
Outbound
Customer Retention (Proactive)
Customer Engagement
Win-back activities
“Kamustahan” calls
Processors
*Relationship Management (corporate accounts)
APPRENTICESHIP
*Responsible for proactively nurturing/ monitoring shipments of
select corporate clients.

5. QA Structure/Function Data Analyst Status Quo Training
Shared Support- Tere QA
Automation of Universal Tool
Automation of QA Tool
Call Disposition Tool
Training
Leadership Training
Internal/External Trainings
Data Analyst
Customer Profile Insights
Workforce
Admin
Status Quo

6. Shared Support-Tere (23) Customer Relations- Hermie (50)
CCM New UNITS
Sales- Benj
(84)
Shared Support-Tere (23)
Customer Relations- Hermie (50)
Sales
65/81
Ops
15/15
Data
1/1
QUALITY/
TRAINING
7/7
Complaint
Management
12/12
DIGITAL CUSTOMER TP
18/19
OUTBOUND
11/13
Relationship
Management
6/6
Contact Center Manager
1/1
Performance
Analyst
1/1
Section Head
1/1
BACKROOM
12/12
SOCIAL MEDIA
13/14
OUTBOUND (customer retention)
11/13
Relationship
Managers
6/6
PHILIPPINES
23/33
QUALITY
5/5
ASPAC
9/12
Team Heads
10/10
5/5
Leny / Mark / Maverick
Milagros
/Melanie
TRAINING
1/1
NAM
16/17
WORKFORCE
4/4
EUROPE
4/5
Senior Manager: 1
Digital Marketing: 3
Total Manpower: 161
MIDDLE EAST
13/14
OUTBOUND (predictive churn)
1/3
Thesa
* Deficit of 21; to be completed by Mar ‘16

7. 2015 Actual Sales (Per Origin)
% CCM Booking
2015 Sales Target
2015 Actual Sales
2015 CCM Sales
2015 Region Actual
2015 Region CCM (Annual)
AUSTRALIA
72%
(sales target incl. money)
Php136,896,597.96
Php99,013,509.23
Php436,293,759.51
Php342,655,890.28
HONGKONG
98%
Php88,331,521.36
Php86,381,709.79
MALAYSIA
81%
Php70,261,167.09
Php44,665,677.15
Php36,049,297.26
SINGAPORE
Php196,533,695.85
Php129,738,118.42
Php105,630,828.06
TAIWAN
42%
Php36,661,844.62
Php15,580,545.94
BAHRAIN
18%
Php20,598,097.26
Php12,736,166.29
Php2,249,244.22
Php700,391,196.59
Php507,912,950.88
KUWAIT
35%
Php148,868,607.47
Php110,429,627.52
Php38,958,050.15
QATAR
58%
Php26,733,406.45
Php24,474,683.93
Php14,267,891.45
SAUDI ARABIA
51%
Php272,936,059.84
Php181,071,446.22
Php92,347,004.58
UAE
97%
Php371,679,272.63
Php360,090,760.49
ITALY
44%
Php84,429,687.69
Php51,204,729.56
Php22,356,350.67
Php220,698,185.98
Php161,805,033.29
SPAIN
Php49,832,765.16
Php33,857,369.13
Php6,120,826.95 UK
Php135,636,087.29
Php133,327,855.66
CANADA
62%
Php93,451,717.75
Php58,367,181.10
Php1,299,601,265.45
Php340,299,698.24
USA
23%
Php1,206,149,547.70
Php281,932,517.14
TOTAL
Php870,193,486.81
Php2,656,984,407.53
Php1,352,673,572.69
Data Source: CRM (2016 targets); percentage based on Vistra 1 & Vistra 2 data for FY 2015

8. 2016 Targets (Per Origin)
Origin
% CCM Booking
2016 Annual Sales Target (PHP)
2016 Annual CCM Target (PHP)
2016 Annual Region Target (PHP)
2016 Annual Region CCM Target (PHP)
AUSTRALIA
72.33%
P126,211,100.83
P91,284,985.78
P437,275,697.08
P345,771,271.94
HONGKONG
97.79%
P89,351,759.90
P87,379,427.80
MALAYSIA
80.71%
P50,759,159.75
P40,967,296.48
SINGAPORE
81.42%
P137,428,025.80
P111,891,835.19
TAIWAN
42.50%
P33,525,650.79
P14,247,726.69
BAHRAIN
17.66%
P12,659,098.59
P2,235,633.83
P766,420,585.99
P550,485,388.49
KUWAIT
35.28%
P119,864,165.99
P42,286,425.25
QATAR
58.30%
P38,870,987.51
P22,660,436.88
SAUDI ARABIA
51.00%
P203,067,931.15
P103,565,280.77
UAE
96.88%
P391,958,402.75
P379,737,611.75
ITALY
43.66%
P46,133,040.44
P20,142,014.98
P212,001,214.84
P156,235,154.05
SPAIN
18.08%
P33,598,027.08
P6,073,942.40 UK
98.30%
P132,270,147.32
P130,019,196.67
CANADA
62.46%
P83,517,220.21
P52,162,387.54
P1,275,970,872.29
P330,893,545.16
USA
23.37%
P1,192,453,652.08
P278,731,157.63
TOTAL
51.40%
P2,691,668,370.20
P1,383,385,359.65
Data Source: CRM (2016 targets); percentage based on Vistra 1 & Vistra 2 data for FY 2015

9. Thank You & Good Luck!