Alorica Lipa Philippines Inc.

Alorica Lipa Contact Center

3rd Floor, SM City Lipa, Lipa City
Batangas, Philippines 4217

Welcome to Alorica – Grubhub ABAY Program!

OBJECTIVES AND GUIDELINES

To improve our performance, set a strong foundation and exceed the goal on the 4th Week including Nesting at 100%- 105%
Attainment to Goal

In partnership with our Training Team, we will have our trainee’s demographics that would include the basic foundation of
a successful GrubHub Customer Care Agent displaying the following behaviors:

1. Clarity/Clear Communication
2. Comprehension
3. Compliance (Adherence to Policies and Procedures)

Each trainee will be rated based on their overall performance including the above-mentioned behaviors.
Deliberation process will be done on every Training toll gates
 Quest (Basic Skills Training)
 Product Specific Training
 Academy Bay or Nesting

The GrubHub Customer Care Program:

This document outlines the guidelines and certification requirements for the GrubHub Customer Care Program.

A. Timeline

ABAY Certification will run for 5 working days following the phone time and off the phone activity below.

Off the Phone

Phone time Coaching
Activity
Day 1 6 hours 2 hours 0.5
Day 2 6 hours 2 hours 0.5
Day 3 6 hours 2 hours 0.5
Day 4 6 hours 2 hours 0.5
Day 5 6 hours 2 hours 0.5

B. Academy Bay Activities

To ensure continuous learning and skills improvement, all agents are expected to participate in the following
activities while on Nesting.

 Debrief Session / Team Huddle – a pre and post shift debrief session is scheduled daily in ABAY.
There is an outlined daily agenda that Trainers/TMs will follow focusing on tools mastery and discussion
of common call drivers and importantly updates from our Client Partners.

 Subject Matter Expert Engagement – Subject Matter Expert will act as support for our Nesting agents.
The SMEs are expected to consolidate all the FAQs and join our post shift debrief session to discuss
these items

 Coaching Session- All agents are expected to get at least 2 coaching sessions during this period, and
it should be done through Role Playing Sessions to better understand the Call Workflow

 Call Listening Session – These sessions can be 1:1 or a per team activity

1
 Alorica Lipa Philippines Inc.
Alorica Lipa Contact Center
3rd Floor, SM City Lipa, Lipa City
Batangas, Philippines 4217

 Integrate the following action plans that worked for us from previous abay classes of Customer
Care
o Embedding Accountability through Hourly Monitoring and Setting of Goals
o Reinforcement of Call Flow
o Role Playing Sessions centered on Customer Experience and Value Add Opportunities

C. Performance Goals and Certification

The following will be the basis for our agent’s certification during ABAY. See guidelines below:

A. Quality:
 4 Quality Evaluations from our Quality / Team Manager
 The 1st evaluation will be solely for coaching purposes and will not count towards the overall QA Score.
 The second evaluations will make up the final aBay QA score.

B. CSAT – Percentage of voice where a customer rates their satisfaction as satisfied or highly satisfied.
C. Average Handle Time – Average duration of the entire diner transaction, from the time the diner initiates
the call to ending the call, including all hold times, transfers and after call work.

Item Goal
Quality Average Score 70%
CSAT 85%
Average Handle Time 370 secs
Care Du Jour | Assessment 90%

There will be an end of nesting performance deliberation to discuss the trainee’s Nesting performance. Failure to meet the
5-day nesting targets may lead to cessation of training and not getting endorsed to production.

The following will be considered during deliberation:

 QA score – 100% attainment to goal
 CSAT – should be at 100% attainment to goal (non-negotiable)
 AHT – 100% attainment to goal
 CDJ – 90% attainment to goal

ROAD to AWESOMENESS (Glide Path Goal after Nesting)

Once endorsed to Production, an agent is expected to hit if not exceed the required goal per metric within 30 days
from the end of nesting period.

A smart glidepath is designed to help agents to achieve this goal

Item Week 1 Week 2 Week 3 Week 4

Quality Score 75% 80% 85% 90%

CSAT 85% 85% 85% 85%

Average Handle Time 370 340 310 295

Care Du Jour 90% 80% 80% 80%

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 Alorica Lipa Philippines Inc.
Alorica Lipa Contact Center
3rd Floor, SM City Lipa, Lipa City
Batangas, Philippines 4217

A weekly coaching session will be done by the production Team Manager, discussing the progress and opportunities of the
agent on the metrics mentioned above. The goal is to make sure the agent is reminded of the commitments and to help on
finding ways on how to achieve them. All interactions will be logged in the ECFR which will be checked by the Team Leader’s
direct manager on a weekly basis.

There will be a weekly performance deliberation to discuss the trainee’s ABay performance. Failure to meet the weekly
targets may lead to cessation of training.

If a trainee fails to meet the 1 week ABay targets, the management “may” extend the said trainee for another week. In line
with the ABay extension, the trainee is expected to hit 85% QA Score Average or higher within the ABay extension to be
endorsed to production. Failure to meet the QA targets may lead to cessation of training.

Successful candidates after ABay will be endorsed to Production.

These expectations are necessary in order to ensure a successful training experience that shall adequately prepare the
trainees for their position as an Agent.

Once again, welcome to Grubhub Academy Bay!

CONFORME:

Jumar C. Digol 07 October, 2021

Trainee's Signature Over Printed Name Date

Reyne
GLENNAvery Reyes
LANDICHO 03/30/2021
10/05/2021
Team Manager Signature Over Printed Name Date

ABay Operations Manager Signature Over Printed

Date
Name