Monthly Action PlanJeff City Inbound Call Center

April 2010

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What Is Going On In Jeff City?

Change Management – part of the “new normal” Per 100 Vision-casting (changing perceptions from “volume” to “conversion”) Policy Adjustment (Dress Code & Computer/Internet Electronic Device, etc.) Policy Anticipation (Attendance, Center hours, Sales Performance Plan, etc.) New Center Leader to start 4/12/10 (Interim Center Leader & Acting IB Supervisor transition

back to previous roles)

Service Level & OT – April to be lighter than Feb & March IB Headcount – Almost doubling due to hiring blitz

3/22/10 IB Training Class – 36 reps 4/5/10 Save/Retention agent Transfer to Universal Neighborhood 4/12/10 IB Training Class – 24 reps

OB to IB Pipeline needs to be renewed as OB hires for May AdvancedTV (IPTV) Concerns

Rep productivity & performance decreasing due to minimum queue rules & schedules Having more IPTV trained reps will resolve

Overall #s Sales: Bending the trend from lower Feb & March results Service: Month-over-month on the upward “swoosh” Quality: Ditto “swoosh”

Center morale is “swooshing” up due to open communication April Mantra “No Excuses…Just Do It!”

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Jeff City March Performance - Sales

74.90%Woodard, RhondaShreveport, LA

77.50%Massey, LeeTarboro, NC

79.00%Vacant, (Jeff City)Jeff City, MO

80.40%Lewis, KarenPekin, IL

82.90%Conry, JosephLaCrosse, WI

92.50%Dennison, SandyAltamonte Springs, FL

94.30%Hearst, DerekWAH

98.10%Morgan, RobertMedford, OR

101.40%Spencer, KeithSan Marcos, TX

103.30%Speake, ThomasGig Harbor, WA

117.40%Kroeger, KarenSave/Retention

121.20%Tillman, HeatherJohnson City, TN

125.00%Hartley, MitchOutbound

148.50%Candell, MarkBilingual

Percent to GoalGoal GroupName

*March results pulled from ORKO 4/6/10 ranking report

76.40% 79.00%

0.00%

20.00%

40.00%

60.00%

80.00%

100.00%

Feb Mar

Sales month-over-month bending the trend upward• 2.6% increase over Feb

• Plan to continue trend is for more global focus on Total Units & Sales Offers

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Jeff City March Performance - Service

Service month-over-month on upward “swoosh”• 4.43% increase over Feb

• Progress due to bringing customer awareness of a possible survey at the end of the call

• Plan to exceed 58% target – refresher rep coaching & implementation of SASE call flow (Clarification, Resolution, etc.) will increase overall CSAT

49.44%

53.87%

44.00%

46.00%

48.00%

50.00%

52.00%

54.00%

56.00%

58.00%

Feb Mar

*Results pulled from eTouchPoint MTD 3/30/10.

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Jeff City March Performance - Quality

70.56%

75.55%

68.00%

69.00%

70.00%

71.00%

72.00%

73.00%

74.00%

75.00%

76.00%

Feb Mar

Quality is ditto “swoosh” – just like Service• 4.99% increase over Feb

• Improvement due to cleaning up little things (i.e. saying “Thank you,” using customer name, etc.)

• Plan to reach 90% target – laser-like focus on Sales Attempts (Offer Rate) which is worth 30% of QA score will increase overall Quality

*Results pulled from MySource MTD 3/30/10. Possible reporting skew due to manual tabulation.

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History has demonstrated that the most notable winners usually encountered heartbreaking obstacles before they triumphed. They finally won because of their refusal to make excuses.

February & March have been tough months, right? We can point to several excuses that could explain some of our under-performance… “not enough calls…” “too many misrouted customers…” “not hearing marketing whispers…” “targets are high…” etc, etc, etc.

April is a new month. In this new opportunity the only thing that matters is to JUST DO IT! It’s time to step up with “No Excuses.” We’re going to perform & we’re going to end on top! Refuse to make an excuse! Jeff City is commited today to JUST DO IT!

“No Excuses…Just Do It!”

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“No Excuses…Just Do It!” Jeff City April Game Plan

No Excuses…Just Do It! COMMUNICATION! Laser-like focus on Sales, Service & Quality!!

- Total Units – Need it ALL (Strategic Products/Enhancements/Protections)!

- Offer Rate – 1 out of 2 calls!

Start-of-day Reps/Supervisor Closed Key - communicate daily goal & plan of attack Weekly “How We’re Doing” email updates Mid-month & end-of-month “Nucleus” high performer rep meetings to share/lead change Start-of-day “on the floor” Lead Team huddles

No Excuses… Just Do It! COACHING & DEVELOPMENT Reps listen/self-evaluate/calibrate 1 recorded call per week Reps explain daily PAT to supervisor Focus & development activities for reps when there is time between calls “Practice Room” experience with supervisor/reps/peer-to-peer coaching 1 per week Supervisor “on the floor” development with reps 4-6 hours per day

No Excuses… Just Do it! RESULTS Be Productive

- Minimize work/wrap

- Maximize availability with adherence to schedule & conformance online

No Distractions- Compliance with Computer/Internet & Personal Electronic Devices Policy or consequence

- Reps refrain from being at another rep’s cube unless “Break/Lunch” sign is posted

Keep Score- Daily Center/Team targets posted

- Daily Center/Team/Rep ranking report- Daily Total Unit performance mid-day report

- Team whiteboards update hour-by-hour sales

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Jeff City April Fun Stuff

National Incentive “Selling Fools’ Loot” ($210 for HSI & TV)

Dish “STARz” ($3 for every Starz, $1 for Starz HD, $1 for Starz DVR)

Local Incentives “Fishing For Sales” (Offer Rate – Monitoring offers – weekly drawing $50 gift card) Sales Shark! Award (Daily recognize rep for Most Total Units with stuffed Shark)

Supervisor Contest (Using remaining Blockbuster Cards for Total Units on each team) Balloon Recognition (Green – 10 units, Star – 20 units, Marlin – 30 units)

Weekly Food (Mon 4/5 Breakfast, Mon 4/12 Hamburgers/Hot Dog Lunch, Tues-Fri Mobile Treat Cart, etc.)