DATE : March 26, 2021

TO : ALL Concentrix agents assigned to WAH

FROM : Origin Operations
SUBJECT : DOU l WAH Agent Expectation and SMART Performance Plan

Business Impact

Failure to meet performance target and expectation based on client key metrics can result to consequences
from coaching to dismissal.

Objective/Purpose

To identify the expectation on performance management and productivity once move to WAH status.

To understand the consequence and accountability once agent did not meet performance and WAH policy.

Expectations from the Employee

All agents must still follow our Concentrix Unified Code of Discipline and Ethics policy regardless that they are
on WAH set up.

Key Performance should meet the target for the following KPI

Productivity – 7 hours above (Daily/Weekly/Monthly)

 NPS - 30
 AHT – 530
 QA PA – 85
 QA RC – 100
 UPOP – 3%
 Attendance – 95%
 Schedule Adherence – 94%

WAH Agents must meet the following key performance metric with the help of their support lead and coaches.

NEW WAH Agents will be assess for their 3 weeks performance if they are meeting the above expectation.

Failure to do so will have expectation that agent must be back onsite immediately.

Team Leaders and Support Coaches Expectation

All support lead and coaches must create a specific chat room for the following WAH agents so we can provide
real time support for any concerns or calls that agents need help

Coaching and Follow up for any behavior opportunity must be done regularly via the WAH platform of MS Teams
or Zoom.

Weekly Performance Touch base must happen so we can reiterate the expectation and awareness of our agents
with regards on their current performance once they move in to WAH.
Follow the proposed SMART plan that we will use for the weekly performance touch base of the following WAH
agents.

Performance Smart Plan:

 Ensure that NPS, AHT, QA and Productivity meet the target.

 NPS target 30, AHT target 530, QA PA target 85, QA RC target
Goal: 100% and Productivity target 7 hours above.

Specific Actions to be taken to achieve the goal:

What will you do? Who to arrange Completion Progress update Outcome
date Achieved
Remediate any NPS promoter/ Team Lead 04/16/2021
detractor day (where reasonably
practical) with coaching entered
into Yak Trak

Hour of Power - 1-hour side by Team Lead/Coach 04/16/2021

side/Remote call listening with
coaching session per week –
documented in Yaktrak and flag
concerns with TL where
appropriate

Agents to flag at least 1 or 2 calls WAH Agents 04/16/2021

a week with TL/SME that she
would like coaching on – offline
coaching session.

This can be uploaded in CCR so

SME can take time for Coaching.

Focus on Call types that he/she

had issue in delivering bad news
or handling objections

Weekly Coaching Performance Team Lead 04/16/2021

Touch base
Prepared and Revised by:

Approved by:

Delivery Project Executive

Noted by:

_____________________________
HR Business Partner