SEA HE to REFR

Level of Approvals:
Anthony Roden (Director of Operations - Samsung)
Brian Bleishwitz (Director - Training)
Rowena Cruz (Sr. Manager - HR)

Objectives:

This memorandum is an official communication to all Samsung US - Home Electronics Technical Support
Representatives regarding all conversion (cross skill) trainings scheduled under the Business Capacity Plan of
Samsung and Transcom such that CSRs are being transferred to another SEA LOB (CE, HA, etc.). It is imperative that
all TSRs earmarked for the up-skilling adhere to all the training policies and procedures as stipulated in the training
guidelines. The purpose of this document is to outline the business critical guidelines which are essential to the
success and growth of the campaign.

I. Goals of the Conversion Memo

a. 100% compliance to all client-defined training processes and procedures.

b. Promote a site-wide awareness of the repercussions tied up to any failure to comply with the training
processes and procedures. Actions are immediately taken through a verbal and documented process.
c. Gain the commitment of all CSRs scheduled to join the up-skilling/conversion training.

II. Scope and Responsibilities

a. Technical Support Representatives

● Identified Samsung US Home Electronics (HE) TCSRs are expected to abide by the processes
and procedures stipulated in the Scope and Roles Responsibilities contract. This involves
Operational, Training and Quality Guidelines.
● CSRs are expected to pass all assessments and certification during PST and ABAY. Passing
score is 80%.
● Failure to meet the requirements during all steps of the certification process will result in
endorsement of the agent for deliberation to identify the next step of undertaking.
● All training days are considered Critical Workdays
b. Team Leaders/Supervisors/Coaches
● Identify CSRs for the conversion/up-skilling training.
● Send the final list to the WFM Team, immediate manager, resource manager and Training
Team for approval and scheduling
● Collect the signature of the Conversion agreement for all converting agents and forward to
Operation Manager.
c. Operations Manager
● Using the capacity plan file, should inform the TL regarding the scheduled conversion classes
● Follow up with Resource for list confirmation
● Assist the HRBP in relaying the movement to the agents in order to streamline the process
and set CSRs’ expectations during the transition
● Operation Manager sends confirmation to Training Manager that all agents being converted
have signed the conversion agreement before the class starts.
d. Workforce
● Verify and remove any CSRs with pre-approved VLs from the final list for the conversion class
● Schedule the CSRs for the training and adjust schedules accordingly.
 e. Training
● Send training logistics to the managers.
● Ensure all training-related items are ready (modules, room, etc.).
● Facilitate training and certification of agents to their new LOB before endorsing them to
ABAY
f. Human Resources Business Partner (HRBP)
● Approves the movement of agents to a new LOB
● Partners with Operations Managers in cascading the movement/conversion to the agents to
set their expectations and ensures everyone’s compliance

III. Levels of escalation for failure to comply with the scope and responsibilities:

CSRs (Customer Service Representatives)

a. Denial of the CSR to join the conversion training once earmarked by the team leader will warrant a
Notice to Explain (NTE) for Insubordination and work avoidance.
b. Failure of the CSR to complete the scheduled conversion training days will warrant a Notice to
Explain. Provided that the CSR was able to present a valid document in reference to the day/days that
the CSR was out, CSR will be scheduled to join the next conversion class. In the event that the CSR
was not able to present a valid document, depending on the NTE, CSR might be issued a work
avoidance written warning.
c. Failure to attend the full required classroom training can lead to removal from the program or
termination from the company.
d. Any instances of tardiness or leaving the training early without securing the Training Director’s
approval prior to the actual departure time will be considered an Insubordination; sanction will be
based in the Code of Discipline. Since training is considered as CWD, it is crucial that agents complete
training to help them with their new skills. CSRs who are unable to complete training will be re-
waved to the next conversion class.
e. Instances of third takes during Certification during PST or ABAY will merit a Final Written Warning.
Additionally, they will be re-waved to the next conversion class.
f. During ABAY, existing Attendance Policy will apply for all regular agents.

IV. Conversion Map

Skill Conversion PST ABAY

HE to REFR 6 days 10 days

V. Samsung Online Tests and Mock Call Certification

Trainees are required to undergo and complete the 15-day blended training which depends on program
requirements. Trainees shall undergo the following evaluations and are expected to meet campaign expectations:

● Samsung Assessments
● Mock Call Certification

There will be weekly Samsung online tests (Week 1 and Week 2 Tests) with a passing mark of 80.00% while the
Mock Call Certification passing score is 80%. In case the trainee does not meet the passing score, the trainee shall
be given immediate support (coaching, feedback or refresher training) before allowing to do the re-take.
Throughout the product training there are several knowledge checks; if a retake is requested, it will be subject to
appropriate disciplinary action

The following stipulations govern the evaluation of the weekly online tests:

● Agents should pass all weekly online tests in order to advance to the next stage of Training.
● Should the agent fail the first take of an exam, a retake will be facilitated after providing coaching and
setting of expectations. If the agent fails the retake, it will lead to Termination.
● First failure in an exam will merit a First Written Warning even if the agent passed the retake. This means
the agent will incur a Final Written Warning if s/he fails on the first take of the next weekly exam.
● If an agent has a Final Written Warning already, failing the first take of the next week’s exam will
automatically merit Termination.
● The same guidelines will be used for assessing the weekly mock call certifications.

Failure to pass the weekly online test will merit a progressive sanction which will start as a First Written Warning
and would lead to a Final Warning then, Termination. Passing the retake exam will not write-off the earned
sanction and would progress to the next level of sanction if the agent failed the first take of the succeeding week’s
exam.

The scenarios below only apply to regular assessments:

Scenario 1:
Failed First take Failed Retake

Week 1 Test First Written Warning

Week 2 Test Final Written Warning

Final Test Termination

Scenario 2:

Failed First take Failed Retake

Week 1 Test
Week 2 Test Final Written Warning Termination
Final Test

Retaking the assessment (regular and/or final) without securing the necessary approval will be subject to the
appropriate disciplinary action.
 VI. ABAY Scorecard & Pointing System

Cross Skill ABAY Scorecard

Cross Skill ABAY Pointing System

On the 3rd week of Academy Bay, a deliberation will be conducted with Training, Operations and QA where performance will be reviewed and
overall scores will be based on the weighted average of the given Academy Bay scorecard. Below are the gateways:

Deliberation includes Operations, Training and QA.

Overall score of 3 and above:

● Should have no attendance issues.
● Should have no pending NTEs
● Should have no Quality Escalations Level 4
○ If the employee has an overall score of 3 and above but has any of the three infractions listed
above then the company reserves the right to remove the employee from the campaign

Overall score >=1 but less than 3:

● For Deliberation
● Checking of records from QAs and TLs for determination of what opportunities to work on and to deliberate
if the agent will graduate to production or be endorsed to HR for removal of campaign.
● If the decision is not to graduate, the employee will be properly endorsed to HR for removal from the
campaign.
 Overall score of <1:

● If tenured agents fail to meet the KPI in Abay, they will merit an NTE and does not guarantee of being
transferred back to their previous LOB.
● Will be endorsed to HR.

This is subject for approval of the Training Manager and/or the Manager of Operations depends on business
needs.

Approved by:

_______________________ _______________________

Operations Director Operations Manager

_______________________

Agent CIM and Name