SineadEOM October 2015

ReviewLycamobile Ireland

Call Performance LM EIJul Aug Sept

Previous QTR

Oct

17355 12875 12335 14188 11726

13943 12550 12024 12839 11478

5.00% 5.00% 5.00% 5.00% 5.00%

19.66% 2.52% 2.52% 8.23% 2.11%

0:01:40 0:00:14 0:00:15 0:00:43 0:00:11

0:15:35 0:06:30 0:05:40 0:09:15 0:05:08

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Call Performance Trend

Calls offered

Calls Answered

Actual Abandoned Rate

Max Wait Time

Average Wait Time

Abandoned Rate Target

Call Performance GT UKJul Aug Sept

Previous QTR

Oct

1851 1597 1969 1806 1929

1473 1520 1833 1609 1867

5.00% 5.00% 5.00% 5.00% 5.00%

20.42% 4.82% 6.91% 10.72% 3.21%

0:02:22 0:00:36 0:00:44 0:01:14 0:00:22

0:13:46 0:05:47 0:08:10 0:09:14 0:05:15

Call Performance Trend

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Calls offered

Calls Answered

Abandoned Rate Target

Actual Abandoned Rate

Average Wait Time

Max Wait Time

Utilization and TicketingJul Aug Sept

Previous QTR

Oct

70.00% 70.00% 70.00% 1 70.00%

70.90% 44.03% 48.80% 1 44.51%

5 5 5 5 5

5 2 1 3 3

Call Performance

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Utilization Target

Actual Utilization

Ticketing Variation Target

Actual Ticketing Variation

AttritionJuly Aug Sept

Previous QTR

Oct

19 17 16 17 16

1 2 0 1 0

5.26% 11.76% 0.00% 5.67% 0.00%

0 0 0 0 0

0.00% 0.00% 0.00% 0.00% 0.00%

5.26% 11.76% 0.00% 5.67% 0.00%

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Attrition Percentage

Number of leaves - voluntary (resignations)

% lost through resignations

Attrition Trend

Number of leavers involuntary (termination)

% lost through terminations

Headcount

Delivered & Missing HoursJul Aug Sept

Previous QTR

Oct Trend

1272:00:00 1312:00:00 1272:00:00 1285:20:00 1368:00:00

1020:53:44 1097:34:36 1101:58:31 1073:28:57 1239:54:33

251:06:16 214:25:24 170:01:29 211:51:03 128:05:27

80.22% 83.66% 86.56% 83.48% 90.63%

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Time & Attendance

Missing Hours

Hours delivered by the Team (Minus Break)

Total Hours Rostered by Planning

% Time delivered vs.Rostered Hours

Unplanned Time LostJul Aug Sept

Previous QTR

Oct

168:00:00 128:00:00 192:00:00 162:40:00 08:00:00

13.21% 10.46% 15.10% 12.92% 0.58%

56:00:00 64:00:00 96:00:00 72:00:00 112:00:00

4.40% 4.88% 7.55% 5.61% 8.19%

8:00:00 08:00:00 00:00:00 5:20:00 00:00:00

0.63% 0.61% 0.00% 0.41% 0.00%

09:09:30 21:22:00 03:38:40 11:23:23 00:18:51

0.72% 1.63% 0.29% 0.88% 0.02%

Unplanned Time Lost Trend

Time in Sick

% lost from sickness

% lost from absence

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% lost from Late / Early Leave

Late / Early Leave

% lost from emergency leave

Emergency Leave

Time in Absent (Includes AWOL)

Incident LogAbsent = 13

Sick = 1No Show = 2

Late = 7Left Early = 1

24 Incidents in Total compared to last month: 29

Anthony Grant No CCM Meeting 4 IncidnetsChristopher Huxtable No CCM Meeting 1 Incident

Jhovan Rowe Final Warning/Final CCM Meeting 12 IncidentsVincent Dowding Final CCM Meeting 0 Incidnets

Lloyd Ramsey Final CCM Meeting 0 IncidnetsMasiti Hashim Final Warning/Final CCM Meeting 4 IncidnetsShuel Ahmed No CCM Meeting 1 Incident

Dwayne Linque No CCM Meeting 2 Incidents

Day Date Agent Incident Comments RTW InterviewThursday 01/10/2015 Dwayne Linque Late IR received on 02/10Friday 02/10/2015 Jhovan Rowe Absent Done by Sinead on 12/10Sunday 04/10/2015 Anthony Grant AbsentMonday 05/10/2015 Jhovan Rowe Absent Done by Sinead on 12/10Monday 05/10/2015 Christopher Huxtable Sick Done by Sinead on 06/10Monday 05/10/2015 Anthony Grant Left EarlyTuesday 06/10/2015 Jhovan Rowe No Show Done by Sinead on 12/10Wednesday 07/10/2015 Jhovan Rowe Absent Done by Sinead on 12/10Thursday 08/10/2015 Shuel Ahmed Absent Done by Sinead on 13/10Thursday 08/10/2015 Jhovan Rowe No Show Done by Sinead on 12/10Tuesday 13/10/2015 Anthony Grant Late IR received on 13/10Thursday 15/10/2015 Dwayne Linque Absent Done by Sinead on 16/10Thursday 15/10/2015 Jhovan Rowe Absent Done by Sinead on 21/10Saturday 17/10/2015 Jhovan Rowe Absent Done by Sinead on 21/10Sunday 18/10/2015 Masiti Hashim Late IR received on 21/10Monday 19/10/2015 Jhovan Rowe Absent Done by Sinead on 21/10Tuesday 20/10/2015 Jhovan Rowe Absent Done by Sinead on 21/10Wednesday 21/10/2015 Jhovan Rowe Late IR received on 26/10Thursday 22/10/2015 Jhovan Rowe Late IR received on 26/10Thursday 22/10/2015 Masiti Hashim Late IR received on 24/10Sunday 25/10/2015 Anthony Grant Late IR received on 26/10Friday 30/10/2015 Masiti Hashim AbsentSaturday 31/10/2015 Jhovan Rowe AbsentSaturday 31/10/2015 Masiti Hashim Absent

Time Spent in AUX CodesJul Aug Sept

Previous QTR

Oct

17:57:52 39:13:51 69:39:10 42:16:58 25:43:56

1.41% 2.99% 5.48% 3.29% 1.88%

14:55:32 11:40:48 11:34:21 12:43:34 10:24:28

9.04% 0.89% 0.91% 3.61% 0.76%

173:09:03 149:57:02 23:47:43 115:37:56 09:15:16

13.61% 11.43% 1.87% 8.97% 0.67%

03:38:02 6:14:53 06:52:22 5:35:06 08:02:26

0.28% 0.48% 0.54% 0.43% 0.58%

168:00:00 72:00:00 152:00:00 130:40:00 40:00:00

13.21% 5.49% 11.95% 10.22% 2.84%

Planned Time Lost

% of Time spent in Admin

Time in Admin

% Time spent in Feedback or Meeting

Time in Feedback or Meeting

Trend

% Spent to Training

Time in Training & Coaching - Delivered

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% of Time spent in Holiday

Time on Holiday

% of Time spent in Emergency

Time in Emergency (IT Issue or Fire Alarm)

ProductivityJul Aug Sept

Previous QTR

Oct

0:04:00 0:04:00 0:04:00 0:04:00 0:04:00

0:05:18 0:04:03 0:04:04 0:04:28 0:03:42

0:30:00 0:30:00 0:30:00 0:30:00 0:30:00

0:35:13 0:15:27 0:21:16 0:23:59 0:15:34

0:00:00 0:00:00 0:00:00 0:00:00 0:00:00

1:03:44 1:10:28 0:23:22 0:52:31 0:03:30

70 70 70 70 70

56 47 57 53 60

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Productivity Trend

AHT Target

Actual AHT

Ave Time in Hold Target

Actual Ave Time in Hold

Exceeded Break Target

Actual Exceeded Break

Average Calls Per Agent Target

Actual average calls per agent

Quality AssuranceJul Aug Sept

Previous QTR

Oct

56 46 61 54 68

17 16 11 15 17

30.35% 34.78% 18.03% 27.72% 25.00%

80.00% 80.00% 80.00% 80.00% 80.00%

60.39% 58.49% 72.30% 63.73% 67.90%

83.29% 85.45% 84.78% 84.51% 87.77%

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Quality Score Trend

Calls Monitored

Number of Fatal Calls

Fatal Call Ratio

Non Fatal Score

Score Target

Score

Key Highlights• AR% is under the target for LM Ireland for the 3rd month in a row (Below 3%) and

for October we have managed GT UK to also reach below the target for AR. (Below 4%)

• AHT has reduced by 20 seconds from 00:04:04 to 00:03:42 which is now under the target. Allowing us to answer on average an extra 3 calls per agent. (Average calls last month: 57 compared to this months 60)

• Missing Hours has reduced significantly by 83 hours enabling us to deliver over 90% of the rostered hours.

• Overall attendance for my individual team has improved with a 17% decrease in the amount of incidents incurred on a monthly basis.

• Time spent in Sickness for October is down to 8 hours which is a HUGE improvement if we look at the 192 hours lost to sickness in September.

November Objectives• Continuing to control the AR% for both Lycamobile Ireland and GT UK.

• Continuing to reduce attendance issues by following internal HR procedures, final CCM meetings and general one 2 one’s with agents.

• Increase the actual QA score for my individual team to reach the target of 85% by one 2 one’s, live call monitoring and collaborations with QA.

• Increase the utilization of the team with on-going cross training for other products (Last month Lycamobile Italy ENG, this month Lycamobile Denmark ENG) which will in turn increase the amount of calls per agent.

• Have exceeded break down to 0 minutes.