TELUS International Philippines,

Inc.
31st Floor Discovery Centre,
25 ADB Ave. Ortigas Center, Pasig
City 1605 Philippines
telusinternational.com.ph
632-638-9440 Telephone
632-638-9445 Facsimile

Title: VL/SL and Scheduling Guidelines

Department: BTTO-CVO

Date: June 8, 2009

Objectives:
 To be aligned with the TIP New Attendance Process Updates
 To be coordinated with all the changes in time schedule and days-off
 To standardize the process of scheduling and leaves requests with Workforce

Guidelines:

I. Schedule
1. BTTO-CVO Schedule will be submitted to Workforce every Thursday before 12mn.
2. If there are any schedule swapping and/or special schedule requests, corrections must
be done on or before EOS of Wednesday

II. VL Request
1. All VL requests shall be submitted on or before EOS of Tuesday, one week prior to the
week of VL date
2. VL submission does not mean an approved leave, if in case of multiple VL requests in a
day, first-come-first-serve will be implemented
3. Agent should have remaining or earned VL already before filing for one
4. All VL requests will be approved by OM with Workforce

III. SL and Absenteeism

Two important points in the New TIP Attendance Process that you need to cascade to your
teams:

1. With the presence of the program attendance hotline (single point of contact), there
should now be no reason why a notification will not be received by CCC on the absence
of an individual. Hence, if there is nothing in the notification file – an expected agent
that is NOT on board will be tagged as NCNS.   CCC will give a 2 hour leeway after
the agent’s start time to allow your POCs to encode the notices received thru the
cellphone within 1-2 hours after receipt of call. Actually, this is already a long buffer
given that the agent is expected to inform 1-2 hours ahead of their schedule. A
notification is also expected if an agent will be late over an hour as stated in the process.
If no notification is received as stated above, it is tagged an NCNS.
 Disputes to change NCNS to an absence or sick leave or late can only be done
by the Operations Director and a reason indicated for the request for change.  This is
being done because there are several programs at present that does not regularly use
the absence notification file to inform CCC of an absence and just uses the 7 day dispute
window to make changes the next day.  This is NOT the purpose of the 7 day dispute
process.

2. The use of the agent’s absenteeism % in the attendance tracker will be the basis for the
attendance portion of the scorecard across all programs starting May 1, 2009.  This was
part of what was discussed in the roll-out but we are doing it in phases to ensure that
trackers are “computing attendance” as it should.  Therefore, it is important for your
respective teams to be checking on the accuracy of the reports and actively coordinate
with your CCCs for any issues you are seeing.  This will also be the new basis for Baleen
Incentive scores by May 1, 2009.

Metric Targe 5 4 3 2 1
t

Absenteeis 4% <2.00% 2.00 – 2.99% 3.00-4.00% 4.01-6.00% >6.00%

m