Behaviour relation between Old QA Form and TPG Old QA Form TPG CUSTOMER FOCUS Prepared to communicate with

h customer Opens call with branded greeting to express loyalty Gains customer's acceptance of solution Upbeat, professional and respectful attitude process throughout the call Thanks customer to promote brand/foster goodwill Agent verbally communicates with respect Customer seemed confident that the agent listened or understood the issue, request, or purpose of the call Used sincere empathy/concern with the customer when necessary

Uses active listening skills Customer conveys difficulty experienced via IVR Conveys interest & empathy to customer situation Specialist conveys knowledge of products and services Effectively transitions without hesitation Confident, shows product conviction

Displayed knowledge/confidence about the issue

Clear communication/language skills

Natural delivery of communication Articulates clearly using professional language Proper enunciation without language barrier

Resolved Issue/provided information when it was within their ability to do so

Takes ownership & displays willingness to help Correct response provided to customer question Matches solution to customer need Explains actions necessary to solve problem Conveys post call next step to manage customer expectation Displays brand loyalty via customer assistance/direction Solutions not implemented

Customer appeared to be satisfied with their experience with this agent BUSSINES FOCUS Verified Caller

Confirms customer's satisfaction with call outcome Verifies customer's identity Specialist uses systems effectively to research and uncover prior account activity Notes all systems utilized to work the order completely and appropriately (when applicable) Maintains customer focus by only using customer-based tools during call Asks customer to convey reason for call Fact finds to uncover or confirm customer need Effectiveness of fact finding Answers customer questions appropriately Builds rapport by engaging customer Maintains call control to guide conversation Utilizes proper hold techniques Updates customer of status for extended hold times Utilizes proper call transfer protocol Explains need to transfer call for resolution Specialist advised customer of the relevant Self Service options Specialist correctly applies adjustment Policies and procedures correctly followed Policy and procedure not followed

Appropriately used all available systems, tools and resources to resolve the customers issue

Handled the call efficiently (call control)

Made appropriate use of holds/dead air/transferring guidelines Educated the customer on applicable self care tools Followed appropriate credit policy Followed call handling procedures and guidelines