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Thank you for joining us today - meet the hiring team!

Martin Milovcik Peter Abel

Sales & Service Centre Area Sales & Service Centre
Manager, AT&T Bratislava Manager, AT&T Bratislava

Aleksandra Balaz
Sales & Service Centre
Manager, AT&T Bratislava

Slavka Filipova Hana Balikova

HR Visa Support Specialist, HR Recruitment Project
AT&T Brno Lead, AT&T Brno
 Our time with you today

• Welcome to AT&T, why join us?

• Launch your future as a Customer Care Agent

• Living and working in Bratislava, Slovakia

• Joining the team – next steps

• Questions & Answers

• Your Interview

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Sit back, relax and enjoy the AT&T films:
AT&T Bratislava, Slovakia

o AT&T presence in Bratislava since 1999

o A workforce of over 2800 people, 6000 in EMEA
o Average age 34
o 64 nationalities represented
o Global customer support >>
o High technical capability
o Network, Software Development, IT
o English is the international language
U-Verse Technical Care Center, AT&T Bratislava, Slovakia

o Supporting American U-verse customers since JAN 2015

o IPTV, High Speed Internet, VoIP Phone
o Currently handle ~60K calls per month
o Hours of operation: 1 PM – 1 AM CET
o Performance progressed rapidly in 2017
o #1 of 16 centers in 2018
o Best Voice of the Customer results 2018
o Primarily supporting the top tier of AT&T customers known as Platinum

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AT&T U-Verse Technical Care Center, Bratislava, Slovakia

o We provide specialized tools to assure smooth call flow

o All technical knowledge will be taught during training – no prerequisite
education
o You will sometimes deal with frustrated customers – soft skills are necessary
o Adherence to schedule is very important for customer support
o Multi-cultural environment with over 24 nationalities
o Maintain positive relationships with peers and leadership

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 Key Performance Indicators

How do we keep customers happy?

o Voice of the Customer = Customers’ opportunity to share feedback on the agent’s

courtesy, friendliness and knowledge.
o Repeat call within 7 days = Our success rate on providing first-call resolution.
Nobody likes to call twice!
o Average Handle Time = Average time for each phone call. The Customers’ time –
and ours - is precious.
o Switch Transfer Rate = How many times do we connect a customer to a different
department for various reasons.

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 Supporting your training and development
Initial Support
o Training
o 3 weeks of structured classroom training
o Nesting
o 3 weeks of incremental call taking
o Gradual transition from training to
production
o Strong support system
o Production
o Transition from training/nesting to
production with support from Team
Manager
o Peer support from experienced agents
9 o 2,800 AT&T employees in the city
Opportunities for Development
o Nesting Support
o For high-performing agents with at least 6
months of service
o Escalation Desk
o Promotion opportunity for consistently
high performing agents with at least 12
months of service
o Shift Lead
o Promotion opportunity for high
performing ED agents with managerial
aptitude and at least 6 months in title
o Team Manager
o Promotion opportunity for high
performing Shift Leads with at least 6
months in title
o Multiple Additional Opportunities in
Bratislava
 What do we do when we do not work

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 What do we do when we do not work

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 This could be you!

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 This could be you!

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Rewarding you

We offer competitive pay and great benefits:

✓ 1,150 EUR – 1,420 EUR base salary / gross / month

(dependent on skills, knowledge and experience)
✓ Generous uplifts for shift work
✓ 4 weeks vacation, meal vouchers, annual bonus, private health care,
pension/wellness scheme, cafeteria, discounts, life risk insurance, further
trainings, parking slot, AT&T Team Spirit events (theme parties, sports day, cinema
events, kids at work day, and much more!)
Living & working in Bratislava
5 GREAT reasons to join us in Bratislava

#1 It’s an attractive, ‘livable’ city in a very high growth EU country

#2 It has a vibrant diverse culture, open to all nationalities
#3 It has a strong reputation for learning (~11 universities)
#4 It is located in the heart of Europe, great for exploring new places
#5 It is home to AT&T and many other hi-tech innovative companies
Helping you make the move to Bratislava

o Relocation Bonus:
o 800 Euros
Paid with your 1st salary
o Accommodation sign posting:
o Real estate agency contacts
o Local online providers
o Facebook groups
o Bratislava Expat Center
Supporting you throughout the on-boarding journey

o Dedicated AT&T ‘in-house’ visa support expertise

o Phone & email support from our friendly recruitment team
o Receive an official Job Offer + Promise of Employment from AT&T
o Collate requested documentation
o Complete background check (ID, criminal record, education/employment verification)
o Apply for Employee Card at Slovak Embassy most convenient to you
o Wait (patiently) for Approval of Application (approx. 60-90 days)
o Come to Bratislava!
o Register and provide biometrics
o Complete medical check
o Join the AT&T team ☺
It’s time for your questions…