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Training Agreement

Welcome to Alorica – Team of Experts - TECH| T-

Mobile New Hire Training!

Training is a very important part of your overall development and eventual success in Alorica. During the training sessions, you will be
introduced to new computer systems, concepts, and products. What you learn here will prepare you to handle customer interactions for
your assigned client.

To make sure your training experience is rewarding for both you and the company, there are several things you need to know. Let’s start
with the basics:

Code of Conduct

• Be here. We cover new topics daily. It is not possible to reschedule training courses for specific individuals.
• Language in the Workplace and English Only Policy (EOP). As Alorica provides call services to American customers,
employees are required to speak only American-English when on the production floor to further enhance language skills which
are required to conduct business. Only English should be spoken on the floor and in the training room.
• No eating inside Training Room and Production floor. Please help us keep our facility clean. Please eat in the pantry.
Foods like chips, pastries, sandwiches are not allowed inside the training room except for the prizes that’ll be given away.
Drinks are permitted in the training room, but it should be in a cup with lid, or a sealed container (e.g. spill proof transparent
mugs).
• Safe keep your personal belongings. Surrender your personal belongings in the baggage counter or inside your company
issued locker. Alorica will not be held liable for any loss inside the company premises.
• No cell phones. Cell phones and other electronic devices must be out of sight and turned off. Employees are prohibited from
using personal mobile phones while on the productions floor and while on work time. All mobile phones must always be
turned off or set on silent mode unless in non-work areas during nonwork time.
• No Portable Devices. Cameras, MP3 players, iPods/iPads and other portable devices are not allowed inside the training room.
Especially those that have USB or Bluetooth connectivity.
• Computers and printers are for business use only. Unauthorized use of any system, including printing of non-work-related
documents, Internet surfing such as accessing social media sites like YouTube, Facebook, etc., using of instant messenger or
Internet chatting are strictly prohibited. Do not move the PCs around, pull the cables, uninstall or install programs and move
peripherals (mouse, keyboard, amps, Avaya, headsets) around the room.
• Participate! T-Mobile Training focuses on discussion-based learning. You are expected to participate in the discussions but
should respect others and allow them their opportunity to speak. Do not chat or engage in personal conversations during class.
When someone is talking, show your respect and listen to him or her.
• Be honest. It is always each employee’s responsibility to do the right thing. This means that employees must conduct their
daily business with honesty and integrity. Cheating during Assessments or Verbal Tests, including giving out test
questions/scenarios and/or answers to other trainees, will result to disqualification and/or non-regularization of your
probationary employment.
• Keep your trainer informed. For emergency purposes, should you need to step out of the class, you must first seek
permission from the trainer.
• Clean as You Go (CLAYGO). Our office is a place where productivity is expected and having a pleasant work area certainly
adds to a positive environment. Employees must do their part in addition to regular cleaning staff housekeeping and custodian
maintenance to keep our workplace, including our pantry, clean, safe, and healthy for all.
• PC use. Shut down after use or lock, log off, or put your computer to sleep before leaving them unattended during breaks or
lunches. The company takes steps to properly secure company information and data from unauthorized access by third parties
or other employees.

NEW HIRE TRAINING HOUSE RULES

Product Training for NH T-Mobile – Team of Experts runs for sixty (60) days comprising of forty five (45) days of Classroom
Discussion & Immersion (Segmented Learning and TLC). Fifteen (15) days of Telephone Nesting consist of five (5) days Modified
TCC and ten (10) days of call certification ( Telephone Nesting – Regular TCC).
*Timelines can change based on business needs.

Tardiness and Absences

• Trainees must notify their trainer/coach forty-five (45) minutes before their scheduled shift in case of inability to report for
training.
• Your schedule will be given to you in advance. You will have breaks throughout the day. When class starts, be on your seat.
• You will be coached/advised regarding your attendance standing throughout the course of the training.
Attendance Advisories will be issued to those who will commit attendance infractions.

Training Agreement

Classroom or Product Specific Training (45 days)

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• Absences are not tolerated during the entire
product training period. One (1) absence will
disqualify you from the program and your
employment with Alorica will be terminated if valid emergency documentation supporting the reason/s for your absence is not
presented.
• You are only given an accumulated 45 tardy minutes or a total of 3 occurrences of tardiness during the entire product training
period. Anything more than 45 minutes of tardiness will result to disqualification and/or non-regularization of your
probationary employment.

Telephone Nesting or TCC (15 days)

• Trainees are required to meet Client required phone-time hours thus no absences are allowed during the entire 15-day
Telephone Nesting period. One (1) absence will disqualify you from the program and your employment with Alorica will be
terminated if valid emergency documentation supporting the reason/s for your absence is not presented.

Assessments & Taking Live Calls

• Trainees will undergo Taking Live Calls Certification during the duration of Classroom Training – this means that trainees
are scheduled to take live calls without assessments impacting graduation scores but are only going to be utilized as call
observations to manage performance in preparation for Telephone Nesting/Certification. Phone time hours for Taking Live
Calls are pre-determined by the training facilitators on the last week of Classroom Training and should be met.
• All trainees will undergo tests or checkpoints in the course of their training. A trainee must maintain a Total Average Grade of
at least 85% in order to remain in training. Should the total average grade below 85%, the trainee will be evaluated by the
attending T-Mobile Trainer based on overall Product Training Performance. Failure to the evaluation will result to
disqualification and/or non-regularization of your probationary employment.

Certification

• All trainees will undergo a certification process throughout Modified Taking-Customer-Calls/Taking Customer Calls Phases
(MTCC/TCC) or Telephone Nesting.
• A trainee must meet the key metrics critical to Telephone Nesting, which shall be monitored and documented by the
Trainer/Telephone Nesting Manager throughout the certification process. Assessors may provide recommendation to remove
agent from training if the weighted average score is under 85% during the full week of MTCC/TCC – this means that
recommendation to pass or fail can happen after a full MTCC Week.

Telephone Nesting Performance Metrics

Metrics Weight (%) Goal

Customer Satisfaction & Resolution

UP 20.00% 9.10

NPS 20.00% 57

2D IOCR 25.00% 23

2.0 Observations NA 3.00

Efficiency

CRT NA 1100

Total ACW 10.00% 80

Hold 15.00% 40

Outbound 10.00% 40

Total AUX NA 31.25

Phone-time Hours NA >78

• The certification process shall be administered by the Trainers, Quality Specialist and/or Training Supervisors/Managers.
• In case experts does not receive any UP survey, the following requirements should be met:  6 or more observed
interactions/chats
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Training Agreement

 Selection of interactions needs

to be the most recent in the last 72 hours  Recorded interactions must be over 8

minutes in length

TELEPHONE NESTING TRAINING PROGRAM

TELEPHONE NESTING PROCESS

Telephone Nesting is an evaluative process that measures the capability of the trainees to handle live calls. Telephone Nesting happens
on the last three weeks of product specific training (TCC). During Telephone nesting, agents are provided with dedicated floor support
personnel (Mentors), Quality Officer along with their Trainer or a Team Manager.

Activities during telephone nesting are as follows:

1. Pre and post call meetings/Mid-shift meetings* –agents maybe scheduled to remain off the phones to go over the
telephone nesting curriculum with the Trainer or Team Manager. Updates will also be discussed during these meetings.
2. Talk & Type – Telephone nesting agents take calls. They will try to resolve the issue of the customers on the line.
Mentors, Training Assistants and Trainers will be on the floor to answer questions but not necessarily take the call for
them to resolve.
3. One-on-one coaching – agents can be pulled out at any time by a Quality Officer, Coach or Trainer to discuss a Monitor
and/or deliver feedback.
4. Phone-time Requirement – agents need to complete the desired Training Hours as required by the Clients during MTCC
& TCC Certification. Failure to meet the phone-time hours would mean disqualification and/or termination of
employment. Overtime can compensate lost hours. Phonetime hour is identified in the Instruction Schedules &
Curriculum which changes based on business needs & Client requirement.
* Meeting could be adjusted or cancelled and may be done in the middle of the shift.

ROLES AND RESPONSIBILITIES: Trainer/Training Assistant/Quality Officer/Team Manager

• Pre-shift meeting with designated Trainer and Floor Walkers; discuss each trainee’s performance, review of application tools,
review progress checklist, performance plan for telephone nesting.
• Assist with creating and monitoring: actual number of side-by-side and remote monitoring to be determined on class size and
performance evaluations of each trainee.
• Meet with Team Managers or trainers to discuss progress.

TELEPHONE NESTING

• Trainees will be given 1 call audit/per week in the entire Telephone Nesting duration by a Quality Officer, Team Manager or
Trainer (recorded or live).
• Trainees will still be required to report for work until the results are finalized; however, this is not a guarantee that they will be
endorsed to production.
• Trainees who graduate telephone nesting will be required to reach certain average scores based on their time on the floor.
Failure to meet these averages may result to disqualification and/or termination. Please refer to the Operational Guidelines.
• Failing the telephone nesting certification will result to disqualification and/or non-regularization of the probationary
employment.

One of the conditions of your employment with Alorica is to successfully complete a 15-day Telephone Nesting Training period. For
your understanding, we have provided the following criteria for this and the corresponding metrics that need to be achieved during this
15-day period.

The key metrics for telephone performance evaluation are described below:

 Interval of One Call Resolution (iOCR) or 2-day FCR (First Call Resolution)
 Properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow
up with a second call within 48 hours or within 2 days from the time the customer called.

 UNCarrier Perspective Survey (UP Survey)

 Un-carrier Perspective Survey. How customers value the experience you create as an individual, team, and community.

 Net Promoter Score (NPS)

 NPS is an industry standard that we use to stack ourselves up against other wireless carriers and highly admired
retailers. It checks the extent to which a customer would advocate for the brand. It is measured by asking a
Likelihood to Recommend (LTR) question: How likely are you to recommend T-Mobile to your friends/family?

 Quality 2.0
Training Agreement

 This is the number and severity of Compliance Defects observed during internal monitoring sessions during the
measurement period (generally a calendar month), consistent with current program measurement standards.
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Regular Employees in PST, TCC and MTCC
• Regular employees who have shown
non-compliance to attendance as
provisioned by this Training Agreement (Product Specific Training, TCC, and MTCC) will result to disqualification
and may result to a disciplinary action up to and including termination of employment.
• Regular employees who are to be disqualified due to failure in meeting performances standards and certifications
during training will result to removal from the account. This as well will be meted with a disciplinary action of up to
and including termination following due process.

Trainers/Training Co-facilitators/Quality Officers will monitor and assess your call handling progress. The above expectations to be met.

• Based on the needs of our business and client requirements, all metrics are subject to change with prior
notice.

Notwithstanding the results of your T-Mobile Training performance, Alorica reserves the right to end your employment based on other
standards set forth in your Employment Contract with the Company.

From:

Ma. Cristina S. Esteban

Training Manager

CONFORME:

I hereby acknowledge that the aforementioned has been fully discussed to me and that I fully understand the context of this document.

_Roi Vincent Julius F. Laurente__ December14,2020____

Signature over Printed Name Date