DOCUMENTOFUNDERSTANDI

NG
Spr
intI
gni
teCar
eNewHi
reCur
ri
cul
um Exi
tCr
it
eri
aforLear
ningLab:454A

PURPOSE
Thepur
poseofthi
sdocumentistoensur
ethatev
erySpr
intLear
ningLabRepr
esent
ati
veunder
standst
heSpr
intI
gni
teCar
eNewHi
re
Cur
ri
cul
um Exi
tCri
ter
iaf
orLear
ningLabPhase.

EXITCRI TERIA
Thereare7met r
icst
hataRepr
esent
ati
veneedst
ohi
tinLear
ningLab-At
tendance,
NBAUsage,NBANetOff
er,KBComplet
ionandCal
l
ObservationAssessment
s,NCP48andNPS.Eachmet ri
chasacor r
espondi
ngper cent
ageont
hetot
alSpri
ntIgni
teCar
eNew Hire
Curr
iculum LabPhase.

LEARNI
NGLAB–TABLEOFMETRI
CS

METRI
C TARGET

At
tendance 90%

NBAUsage >90%f
or4weeks

NBANetOf
fer >80%f
or4weeks

KBCompl
eti
on 100%compl
eti
ononal
ltheav
ail
abl
ecour
ses

Cal
lObserv
ati
on Mustpass(
80%)t
he3callobservat
ionassessment
stobeconduct
edbyt
heassi
gned
Assessment Team Leaderfr
om OPS( Week3andWeek4)
Week1 Week2 Week3 Week4
NCP48
>=72% >=74% >=75% >=77%

NPS >15%f
or4weeks

1.At
tendance
Cal
linPr
ocedur
eSpr
intLear
ningLabPhase

ForTardi
ness:
Representativemustnot ifyandseekf orapprovalfrom y ourimmediatesupervisorARIOLAANDRES, ( 09171464687)
andOM BRI ANMI STICA( +6329189579500) atl east30mi nut
esbeforethescheduledshift.
1. Not if
icationmaybei n af orm ofcallorSMS.
2. Not if
icationmayonl ybeconsi derediftheimmedi atesupervi
sorrespondedthroughSMS.
3. Tar di
nessi sstil
lsubj ectf orapprovalbasedfrom ther easonandsubmi tt
edsupportingdocument s.
ForAbsence:
1. Repr esent ativ
emustnot ifyandseekf orapprovaly ourimmediatesupervi
sorBASCO,DAN- JASON( 09151854402)
andOM BRI ANMI STICA( +6329189579500) atl east2hour sbeforescheduledshift
.
2. FBmessenger ,Vibermessage, TxtandPhonecal lwouldbeconsidervali
dnot i
fi
cati
on.
3. Al l
ow2mi ssedcal l
sbef orejustsimplydroppinganSMSf ornoti
fi
cati
on.Expectacal lorSMSf rom LABManagert o
acknowl edget henot i
fication.
4. Absence/ si s/arestillsubj ectforapprovalbasedf rom thereasonanddocument /
ssubmi t
tedtosupportthereason
oftheRepr esentative’sabsence/ s.

LastName Fi
rstName Mi
ddl
eName Wav
e Si
gnat
ure Dat
eSi
gned

DELPUERTO DANBRYAN ALVARO 448A MAY10,

2021

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DOCUMENTOFUNDERSTANDI
NG

1.At
tendance:
 Thereare20daysofLearningLAB.
 Onlyoneabsenceisall
owedwi thoutanytar
dinessorundert
ime.
 Oneabsencecombi nedwithaninstanceoftardi
nessorundert
imeisconsider
edFail
edintr
aini
ng.
 Onlyamaxi mum of2inst
ancesoft ardi
nessand/orunder
ti
mear eal
lowed.
 3instancesoft
ardi
nessand/orunder ti
meisconsider
edFail
edintr
aini
ng.
 Si
ckleav esr
equi
reamedi calcert
if
icatewhi
chwoul dbevali
dat
edbyacl i
nicnurseand/
orphysi
cian.

2.NBAUsage
 Tool t
hathelpsreducechurn,i
mproveloy
alty,
andt hecustomerexper
ience
 NBAwi lldr
ivespecif
iccustomert
reatmentstotargetedcust
omersattherightt
ime
 Mi ni
mum targetof>90%f or4weeksinLearningLab

3.NBANetOf
fer

 Mi
nimum t
argetof>80%f
or4weeksi
nLear
ningLab

4.NCP48
 Theper centageoft hecustomer snotcall
ingbackwi thi
n48hour sgeneratedf rom CLCRepor t
ing
 Ensur eIssueresoluti
onisprovidedonallcalls
 USEst atement ssuchas“ Doy ouhav eanyot hersi
ssues/concernsabouty ourbill
,equipmentornet workIcanhel pyou
today? ”
 Callthecust omerbacki mmedi atel
yfordisconnectedcall
s.Cal
lbackshouldbedonet wi ce.Ifunabl
etoreacht he
customer ,escalat
et othenextlevelofsuppor t
 Checkt heaccountt hruCSTandiCaref ori
ndicat
ors
Week1 Week2 Week3 Week4 i
ftheyarer epeatcall
ers
>=72% >=74% >=75% >=77%  Agentneedst ohi ttheweeklyt
argettoproceedto
t
hef ol
l
owi ngweek.

5.NPS

 NetPromot erScor e( NPS)isgol dstandardforbest-

in-
classretailer
s
 Measurest heext enttowhi chacust omerwoul dadvocateforbr and
 Measuredbyaski ngaLi keli
hoodt oRecommend( LTR)quest ion:How li
kel
yarey out orecommendT- Mobi
letoy
our
fr
iends/
fami ly?Respond012345678910
 Generat
edf rom Medal l
iatool
 Customersr espondbysel ectingascor efr
om 0( l
owestt o10( hi
ghest)
 Responsesar egr oupedi ntooneoft hreecategori
es:
o Pr omot ers(scoresof9or10)
o Passi ves( scoresof7or8)
o Det ractors(scoredf rom 0to6)
 USENPSst atement ssuchas
o “ Hav eIr esolvedal l
ofy ourconcernstodaysoy oucanbr agaboutustoyourfri
endsandfamil
y?”
o “ Thanky ouf orcontinuingtobragaboutust oyourfriendsandf amil
y,haveIresol
vedall
ofyourconcer
ns
today ?”
 Computation: Promot er%-Det r
actor%=NPSScor e
 Minimum targetof>15%f or4weeksi nLearni
ngLab

LastName Fi
rstName Mi
ddl
eName Wav
e Si
gnat
ure Dat
eSi
gned

DELPUERTO DANBRYAN ALVARO 458A MAY10,

2021

CONCENTRI
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DENTI
AL PAGE2 VERSI
ON2.
02017 
DOCUMENTOFUNDERSTANDI
NG

6.Cal
lObser
vations
 Cal lObservati
onsaredelegatedtothePr oductionTLwhowi l
lhandletheRepresent
ati
vewit
hdeadl
inessetonaweeklybasi
s.
Representati
vemustPASSatl east1oft he3cal lsonWeek3andl east2ofthe3callsonWeek4tomeett heexi
tcr
it
eri
a.
 Di dRepUseTool s–iCare,CST, andNBA( corr
ectsequence)?
 Di dRepFol l
owCal lFl
ow?
 Di dRepUnder standCustomerI ssueandi denti
fycorr
ectIssueReasoninNBA?
 Di dRepspeakandcompr ehendEngl i
sh?
 Shoul d t heRepresent
ativefai
l any
,re-assessmentwillbedone.

Insummar y,aRepresentativewillonlybeapprovedtopr oceedtoProduct

ionifallofthet ar
getsaremet–At t
endance,NBA,NBANet
Offer,Cal
lObserv
ationAssessment s,NCP48( weeklytarget)andDLTR(weeklytarget)
.Regularempl oy
eeswhof ai
ltomeetanyoft
he
met r
ictar
getswillbesubj ectedtodi scipl
i
naryact
ionsand/orshal lbeplacedont her edeploy
mentpr ogr
am i
naccor dancewi
tht
he
pol
icy.WhiletheProbationaryempl oyeeswhof ai
ltomeett herequi
redt
argetsshallbenon- r
egular
izedasaresultofnotmeeti
ngt
he
companyst andar
dswhi chwer ediscusseduponemploy ment .

Not
e:Thet
arget
soft
hemet
ri
csmaychangedependi
ngont
heTr
aini
ngTeam/
Lear
ningLab’
sdi
scr
eti
on.

Also,y
ouremploymentcontractexpl
i
cit
lystatesthatt hecompanywi l
lcloselymonitory ourperformancedur
ingyourpr obat
ionary
peri
odanddetermi
ney ourfi
tnesstoconti
nuet otheOper ationsfl
oor
.Italsoindicat
est haty oumayber emovedfrom theaccount
basedoncl
ient
’sdeci
sion,
regardl
essofthefinalKPI
, duetoissuesorpotenti
alconcern,
par t
icular
lyonfr
audorunet
hicalpracti
ce,the
companywouldhavetheprer
ogati
vetoprocessnonr egular
izati
on.

Repr
esent
ati
veConf
ir
mat
ion:

Iunderstandandagreetot hi
scommitmentaspartofmydedi cati
ontot hecli
entandcompany’
ssuccess.ThatIwil
lbeassessed
accor
dingt omyper f
ormanceandachi ev
ementoftheobject
ivesspecif
iedinthisplanandot
herobj
ecti
vesthatarerel
atedtoit
.I
underst
andt hati
fIam notabl
etoful
fi
llmycommitment,
itmayr esul
ttoterminati
on.
UnderstoodandAcknowledgedby:

LastName Fi
rstName Mi
ddl
eName Wav
e Si
gnat
ure Dat
eSi
gned
DELPUERTO DANBRYAN ALVARO 458A May10,
2021

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AL PAGE3 VERSI
ON2.
02017