1. New QA Parameters for CCM
Prepared by: Quality Analysts

2. Internal Memorandum Ref: IM 0001214 TO : LBC CCM From : Denny C
Internal Memorandum Ref: IM 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

3. CCM QA FORMS
Inbound
Social Media
CMOS

4. 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%

5. 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%

6. 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%

7. 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%