1. Enhanced Agent Email Escalation Process

2. Objectives:
To achieve cost reduction by decreasing the agent’s handling time by 60 seconds.
To provide better customer experience by being more efficient in handling customer requests and complaints through immediate escalations to the concern business units.

3. Timeline:
~ January 2015 ~
Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday 25 26 27 28 29 30 31
Cascade to UAT Team
2nd day of implementation to UAT Team after the cascade
3rd day of implementation to UAT Team after the cascade
1st day of cascade to all CCM
2nd day of cascade to all CCM
3rd day of cascade to all CCM
1st day of implementation to UAT Team after the cascade
*** If everything is okay, will start cascade to all CCM the following day.
*** All loopholes on the enhanced process must be identified and addressed prior to effective date of implementation on February 2, 2015.
~ February 2015 ~
Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday 1 2 3 4 5 6 7
Last day of cascade to all CCM
Live date of implementation to all CCM
*** Must have 100% completion of cascade on this day.

4. Team to undergo UAT (User Acceptance Test / Dry run)
There will be a subject UAT Team per Silo/Origin composed of 1 TL and 10% of the agent’s total population per Silo/Origin.
Philippines
ASPAC
Middle East
Europe
NAM
Non-voice
Outbound
Backroom
Illarde, Danny
Yambot, Christopher
Cobilla, Erika
Tallud, Rome
Lim, Abigael
Sollano, Cesar Anthony
Batang, Maria Eliza
Batalla, Mary Jaen
Flores, Irish Joy
Robles, Angeline
Velonza, Mary Joy
• Maceda, Ariane
• Gallentes, Mary Rose
• Monsanto, Angielyn
• Ednalaguim, Rafael
• Madridano, Christina
• Briones, Ma. Theresa
• Dalisay, Hermogenes
High potential Agent for TL’s shadow: Leny Albito
High potential Agent for TL’s shadow: Malvin Arce
High potential Agent for TL’s shadow: Marjorie Luistro
High potential Agent for TL’s shadow: Francis Abat
High potential Agent for TL’s shadow: Mary Anne Bombaes
High potential Agent for TL’s shadow: Israel Ogbac
High potential Agent for TL’s shadow: Remy Cunanan / Sandra Jane Masilungan
High potential Agent for TL’s shadow: Alexander Allego
Team Leader Origin TL-Shadow
Danny Ilarde Philippines Leny Albito
Rona Michelle Velasco Philippines Jose Marie Perez
Christopher Yambot ASPAC Malvin Arce
Erika Cobilla ME Marjorie Luistro
Jo-en Manlangit ME Michael Soriano
Abigael Lim NAM Mary Anne Bombaes
Romellee Tallud EUROPE Francis Abat
Mary Jaen Batalla Backroom Alenxander Allego
Maria Eliza Batang Outbound Remy Cunanan / Sandra Jane Masilungan
Cesar Anthony Sollano Facebook Israel Ogbac

5. Enhanced Process for Resolution of Major and Minor Customer Concerns
Team Leader 2 1
Inbound agent
Backroom 3
Outbound agent 4
Qualifies and analyzes if the request/complaint is valid
Monitors the feedback of the concerned BU to the customer’s minor concern.
Monitors and coordinates resolution of major concerns to concerned BUs.
Calls the customer to confirm if the minor concern has been resolved within the SLA.
If fulfilled/resolved by BU, will endorse the concern to Outbound Team for call out to confirm with the customer.
If minor concern has been resolved, will close the case.
If valid, will qualify if it’s a minor or major concern.
If feedback / resolution has been given by BU, will call customer to update within SLA of 24 hours.
If resolution wasn’t given by BU within the SLA, will call BU to expedite the resolution.
If minor concern has not been resolved, will endorse to Backroom for proper handling. No creation of ticket, but outbound must monitor it with Backroom and ensure resolution within the day.
If minor concern, will send to concerned BU – for monitoring of own Silo. No need to create ticket.
If no feedback / resolution was received from BU, will call BU to expedite resolution. TL must monitor this and see to it that it will be resolved within SLA of 24 hours.
Backroom Team must have 1 buddy agent from Outbound Team to work closely in resolving major concerns.
Outbound Team must have 1 buddy agent from Backroom Team to work closely in resolving major concerns.
If major concern, will create CMOS for monitoring and handling of Backroom Team. No need to send escalation.
Same process for all major concerns.

6. Enhanced Agent Email Escalation Process
Reported Complaint/Request?
Start
Customer contacted CCM 1
Inbound agent 1 No
Customer identification
Check if w/in SLA
Specify the type of concern
Is it LBC’s lapse/fault?
Yes
Agent will send to concerned BU if the concern is minor: for monitoring of own Silo. No need to create ticket.
Is it a major concern?
Is the Complaint/Request valid?
Agent qualifies & analyzes the Complaint/Request 2 No
Yes
RTO / RTS
New delivery address
Transfer for pick-up
Correction / additional consignee
Delayed delivery of local shipment
Missed pick-up
Redelivery
Undelivered LBC box
etc...
Agent will explain the process and end the conversation courteously. 1
Yes No
Agent creates CMOS ticket for complaints. 1 3
End

7. Resolution of Email Escalations from Agents
With feedback/resolution from BU?
Team Leader 2
Team Leader monitors the feedback of the concerned BU regarding the customer’s request. 2
Yes
TL calls the customer to inform the feedback/ resolution from the BU. No
TL calls the concerned BU to expedite the feedback/
resolution.
Note:
TLs and agents per Silo must monitor their own escalated minor customer concerns/requests to the concerned BUs.
SLA for minor concerns is 24 hours.
With feedback/resolution from BU? No
Yes 4
End

8. Resolution of Tickets for Major Concerns
Backroom 3
Is the major concern valid?
Backroom receives the ticket created for major concerns of the customer.
Backroom qualifies & analyzes the major concern. 3 No
Yes
Yes
With resolution from BU?
With complete information?
Backroom will coordinate with the concerned BU for the resolution of the concern.
Backroom will create a ticket to the inbound agent for “lack of knowledge” and will endorse to the TL for coaching.
Yes
Backroom will endorse the concern to the Outbound Team for call out to advise the customer. 4 No No
Backroom calls the concerned BU to expedite the resolution.
Backroom will endorse the concern to Outbound team for call out to get the complete information. 2 4
Note:
Backroom Team must have 1 buddy agent from Outbound Team to work closely in resolving major concerns.
End

9. Role of Outbound Team in Resolving Minor and Major Concerns
Outbound agent 4
Call out for confirmation of resolution to the concern?
Outbound receives the leads for call out of minor and major customer concerns.
Outbound qualifies the type of call out. 4
Yes
Outbound calls the customer to confirm if the concern has been resolved. No
Call out for gathering of complete information needed by Backroom?
Outbound calls the customer to get complete information and will endorse it to Backroom right after.
Yes 3
Customer confirms that concern has been resolved?
Note:
Outbound Team must have 1 buddy agent from Backroom Team to work closely in resolving major concerns.
If minor concern has not been resolved, will endorse to Backroom for proper handling. No creation of ticket, but outbound must monitor it with Backroom and ensure resolution within the day.
Outbound will endorse the concern to Backroom for proper handling. No No
Outbound performs other type of call out function and will update necessary systems. 3
Yes
Outbound will close the case.
End

10. TL per Silo
Monitors the agent’s ed reports for customer’s requests
Coordinates the customers request with the concerned BU
Ensures fulfilment of customer’s requests
Backroom
Coordinates the customer’s complaints or claim with the concerned BU
Prepares refund on customer’s claim if needed
Ensures resolution on customer’s complaints or claim
With 1:1 buddy up with outbound to closely monitor resolution 2 3
Outbound Team
Responsible to do call out to customer for feedback on their complaint / request
With 1:1 buddy up with backroom to closely monitor resolution 4

11. Sample Agent’s Email Escalation Template
Subject: Country Origin/Reported Concern/Tracking number/Booking ID
Recipients:
To: Concerned BU (e.g.
Cc: Concerned TL/s per Silo and TL on duty; Customer Care; QA per Silo
Reference for other recipients as necessary: Escalation/Complaint Matrix
CCM Team Leaders:
Abigael N. Lim; Cesar Anthony T. Sollano; Christopher D. Yambot; Danny L. Ilarde; Erika D. Cobilla; Jo-en M. Manlangit; Maria Eliza D. Batang; Mary Jaen G. Batalla; Romellee D. Tallud; Rona Michelle F. Velasco
CCM QAs:
Arlene S. Espineda; Julie Mae M. Rugue; Richard Jake O. Cabales; Sandralyn V. Bacolod
Note:
To be used by the agents when sending escalation of customer’s minor concerns/requests to the concerned BU.
Agents will use their own personal office in sending this.

12. Thank you!