WBR - 2022

PSO WBR August 16th

Atento São Paulo
01

Executive Summary
Executive Summary

*Data from PowerBI

02

Effectiveness
 Executive Summary

- Currently 22% of R0 are from e-mail;

SBG - BANHAMMER
Top 3 Res Yes

• Payments - Failed Payment - Manual Payment Applied– 1,7%

• Ad Account Admin - Status - Active– 1,0%
• Pages Operations - Page Policy - Appeal Feature Block– 0,8%

Top 3 Res No

• Pages Operations - Page Policy - Appeal Feature Block– 0,2%

• Ad Account Admin - Status - Banhammer– 0,1%
• Business Manager Admin - Status - Banhammer– 0,1%

Overall Results

SBG 81,6% - WoW 0,1%

SP 80,0% - WoW 0,1%
PT 83,4% - WoW 0,1%
RR SBG Analysis
RR SBG
CES/ Helpfulness WoW - SBG
Resolution Rate – GBG
Top 3 Res Yes

• Ad Policy - Report - Ad Pending Review – 1,9%

• Payments - Failed Payment - Manual Payment Applied– 0,7%
• Ad Account Admin - Status - Active– 0,5%

Top 3 Res No

• Ad Account Admin - Status - Active– 0,1%

• Ad Account Admin - Status - Banhammer– 0,1%
• Ad Policy - Appeal - Ad Disapproval – 0,1 %

Actions:
Overall Results
• Case review focusing on PASG
GBG 93,2% - WoW -0,9% methodology;
SP 93,0% - WoW -1,9% • Daily syncs with KB review;
PT 93,5% - WoW 0,1% • Coach the Coach;
• Action Plan based on PDCA.
Resolution Rate - GBG

Sample size: 7 cases – 2 Agent Driven (29%), 5 Meta Dependent (71%). Top 3 Single Drivers with Impact on RR:

➢ 14pp Campaign Budget Optimization

Biggest Agent Opportunity – Explanation/Knowledge ➢ 14pp FB Branded Content

• Inaccurate or outdated info provided about relevant Facebook products,

policies, and procedures.
• Poor guidance, next steps not provided or in an organized method, did
not provide key customer information for effective case tracking
Resolution Rate - GBG
RRNO DRILLDOWN TENURE SHARE MOST IMPACTING L1s MOST IMPACTING BEHAVIORS

WoW Trend Findings

On Explanation/Knowledge we found opportunities in guidance,

the next steps were not provided in an organized method.
CES/ Helpfulness WoW - GBG
03

Efficiency
AHT WoW
ADJ AHT WoW
AHT SBG/GBG AND NEW HIRE
TRT SBG
TRT| SBG
C2E Non Esc| SBG
Response Received | SBG
Backlog Age | SBG
TRT| GBG
 TRT| GBG
Cases Closed byChannel:

Insights:

• Increase in e-mail share is

impacting TRT non escalated
Total TRT Impact by Channel Mix: in 10% as of last week.

• C2E and C2F represents the

highest controllable
opportunity for Total TRT,
however more than 80% of
these lost TRT cases were
escalated.
Non Escalated TRT Impact by Channel Mix:
• Cases created by AM and
Sales team are negative
impacting non escalated TRT.
C2E Non Esc| GBG
Backlog Age | GBG
Response Received | GBG
02

Lead Gen
LEADS| SBG
04

Quality
SBG/GBG CX Skills & Process Adherence Glidepath

Note: The data for the w eek 2 of August are updated to 08/12
QA - Outlier Management Program SBG

OMP 94:
• Post OMP - RR: 85,4%
• During the OMP this wave had opportunities in Active
listening, Adaptation to client, Ownership, Unified
voice, Empathy and General during the OMP.

OMP 95:
• RR: 77,2%
• This week we found opportunities in Empathy,
Ownership, Explanation and Recapitulation.

OMP 96:
• RR: 88,4%
• This week we found opportunities
in Recapitulation, Adaptation to client and Pixel.

OMP 97:
• This is the first week of the OMP, no opportunities hav
e been found yet.

"Official target to be considered inside OMP for SBG: RR 63%. Atento vendor doesn't have offenders below this target and, after discussions,
the target aligned is RR 75%."
QA - Outlier Management Program GBG

OMP 2:
• Post OMP - RR: 82,5%
• During the OMP this wave had opportunities in Expla
nation, Adaptation to client, Task creation, Positive t
one and General during the OMP.

OMP 3:
• RR: 80,0%
• This week we found opportunities in Empathy, Expla
nation, Task creation and General.

OMP 4
• This is the first week of the OMP, no opportunities h
ave been found yet.

"Official target to be considered inside OMP for GBG: RR 81%. But we saw more opportunities using RR 84%, 1 previous week and 5
minimum Surveys. Cadence: bi-weekly."
 Data until 08/12/2022
Quality Executive Summary
 Data until 08/12/2022
CX Skills Breakdown
 Data until 08/12/2022
Process Adherence Breakdown
05

Workforce
Chat SLA and E-mail | SBG

Spanish
 E-mail and Chat SLA | GBG
GBG

Portuguese

Spanish

Week
06

Training
New hires
Onboarding

Wave Program # of agents Markets TRN start date Ops start date Status

113 SBG 15 BR 08.09.22 09.01.22 Ongoing INSIGHTS ONBOARDING:

114 SBG 16 SP 08.10.22 09.02.22 Ongoing • All waves have groups with less than 10 trainees.

115 SBG 15 BR 08.16.2022 09.09.22 Ongoing

Nesting

Wave Program Agent count Pass PWC Fail Resolution % Helpfulness%

112 SBG 13 - - - - - INSIGHTS NESTING:

111 SBG 16 - 12 4 80,7% 84,9% • 112: it has just been delivered to ops.
• 111: no one reached >10 surveys yet. 4 failing but with low surveys sample.
110 SBG 6 2 3 1 77,2% 96,9% • 110: the agent failing has received only one survey so far. Without this agent, the overall RR would be >90%
• 109: failing agent has received 5 surveys so far and might not be able to reach minimum target.
109 SBG 10 3 6 1 81,3% 93,3%

Early ramp

Wave Program Agent count Pass% PWC% Fail Resolution Helpfulness INSIGHTS EARLY:

108 SBG 6 6 0 0 80,4% 89,3% 107: the agent who is failing, despite overall RR being 63%, in August they reached 90% of RR and 80% of Help.

107 SBG 14 12 1 1 82,3% 87,1%

Impact Wave Week

Wave 107 SP – W6 08/07/2022 to 08/13/2022 Wave 108 BR – W5 08/07/2022 to 08/13/2022

IMPACT Pressure on IMPACT Pressure on
Agent Surveys '%RESOLUTION % Helpfulness AHT Agent Surveys '%RESOLUTION % Helpfulness AHT
current RR current RR
Agent 1 2 50% 100,0% 35,6 -0,8% Agent 1 3 67% 100,0% 31,1 -0,5%
Agent 2 7 57% 71,4% 37,7 -2,2% Agent 2 12 67% 100,0% 26,7 -1,9%
Agent 3 14 93% 92,9% 26,5 2,0% Agent 3 10 100% 100,0% 36,1 6,5%
Agent 4 2 100% 100,0% 27,1 0,5% Agent 4 3 67% 66,7% 30,3 -0,5%
Agent 5 2 50% 50,0% 25,6 -0,8% Agent 5 7 71% 100,0% 30,1 -0,3%
Agent 6 7 71% 85,7% 36,7 -0,9% Agent 6 6 50% 66,7% 27,5 -3,4%
Agent 7 0 0,0% Total 41 73,2% 88,9% 30,3
Agent 8 13 77% 100,0% 23,0 -0,8%
Agent 9 3 67% 66,7% 31,5 -0,6%
Agent 10 0 0,0% INSIGHTS:
Agent 11 2 100% 100,0% 24,8 0,5%
• This wave has been showing a great Help performance (almost 90% overall) but
Agent 12 6 83% 100,0% 22,6 0,1%
they’re strugling a bit with Resolution, despite still being above operational target
Agent 13 4 100% 100,0% 24,5 0,9% (72%).
Agent 14 • This week they handled many not supported and abandoned cases, but we found
Agent 15 3 100% 100,0% 21,9 0,7% that the explanation needs to be improved, as well as the necessity of better
Agent 16 12 92% 91,7% 23,0 1,5% analysis.
Total 77 81,8% 77,2% 27,7

INSIGHTS:

• RR on target, but there’s room for improvement on Help. Agents need to better
demonstrate shiplove during the interactions. Helpfulness will be our focus on the
coaching this week.
Impact Wave Week

Wave 109 BR – W1 08/07/2022 to 08/13/2022 Wave 110 BR – W1 08/07/2022 to 08/13/2022

IMPACT Pressure on IMPACT Pressure on
Agent Surveys '%RESOLUTION % Helpfulness AHT Agent Surveys '%RESOLUTION % Helpfulness AHT
current RR current RR
Agent 1 4 100% 100,0% 28,3 1,6% Agent 1 4 100% 100,0% 28,2 1,6%
Agent 2 Agent 2 3 100% 100,0% 31,8 1,2%
Agent 3 4 75% 100,0% 31,1 -0,3% Agent 3 6 100% 100,0% 37,0 2,4%
Agent 4 1 100% 100,0% 27,0 0,4% Agent 4 10 80% 90,0% 29,7 -1,6%
Agent 5 2 100% 100,0% 29,6 0,8% Agent 5 11 82% 90,9% 32,7 -1,2%
Agent 6 Agent 6 1 0% 100,0% 39,8 -2,4%
Agent 7 13 92% 92,3% 33,5 3,4% Total 35 85,7% 96,8% 33,2
Agent 8 8 88% 100,0% 24,4 1,3%
Agent 9
Agent 10
Agent 11 5 80% 100,0% 30,4 0,1% INSIGHTS:
Agent 12 4 100% 100,0% 34,6 1,6%
Agent 13 • Outstanding Help performance on their 1st week. If agent 6 hadn’t received a
ResNo, this wave’s RR would be around 95%
Agent 14 4 0% 50,0% 30,1 -6,1%
Agent 15 7 57% 85,7% 27,2 -2,9%
Agent 16
Total 52 78,8% 92,8% 29,6

INSIGHTS:

• Excellent Help performance on their 1st week. Agents 14 and 15 are the outliers
need the most attention – we’ll work close to them during coachings.
Resolution
Appendix
Logbook | Task
SBG CX Skills & Process Adherence – Action Plan
GBG CX Skills & Process Adherence – Action Plan
Better experiences. Higher value.