BELL ROCK ATS Expectation Setting Document

Program Overview:

• BELL ROCK is ranked 9 in the Fortune 500 companies with its mission: "To connect people with their world everywhere they live, work
and play … and do it better than anyone else."
• At BELL ROCK, we are bringing it all together. We deliver advanced mobile services, next-generation TV, high-speed internet and smart
solutions for people and businesses. That is why we are investing to be a global leader in the Technology, Media and Telecommunications
industry.
• Our high-speed mobile internet network covers more than 400 million people and businesses across the U.S. and Mexico. We also wirelessly
connect cars, machines, shipping containers and more. It's all part of our leadership in what’s called the Internet of Things.
• Our high-speed mobile network is a fundamental asset in achieving our mission to connect people with their world from virtually anywhere they
live, work and play. And we offer a combination of premium entertainment options and unlimited wireless data plans on the nation’s best data
network1, something no one else can match.
• With BELL ROCK’s longstanding partnership with other media developers, it is stronger as ever through its innovations and contribution to
entertainment and communication industry.

• You will be joining an Advance Technical Support and Service Account.

• This is a Tier 3 program
• Completion of ALL the pre-employment requirements is needed prior to employment (including medical exam- should be fit to work)
o Medical Clearance
o NBI Clearance
o SSS document
o Signed the 1905 / 2305 or 1902 form for your tax identification number (TIN)
o Fit to work clearance (if needed)
o Pag-ibig form
o Philhealth
o Other negotiable requirements can be submitted while in training

• You underwent Versant assessment during the application stage. We have a random audit of those who took it virtually to validate identity of
test taker. Do you confirm that you personally took the Versant assessment Y____ N ___.
Should there be findings leading to potential fraud regarding this and other assessments, it will be subject to further investigation, leading to
disciplinary action or dismissal. Do you have any concerns regarding this? Y ____ N _____
• Since we have access to / cater to confidential information from our customers, please expect that any electronic device such as cellphones.
MP3 players, USBs, smartwatches, etc. are not allowed inside the training room and production area. Lockers will be provided accordingly. This
is a terminable offense if caught.
• BELL ROCK is also a paperless environment, thus usage of pens and papers are limited to none.
• This is a 24/7 program. Training, Transition and Production Schedules may vary. Do you have any concerns with shifting schedules? Y____
N_____
• Due to extended hours of operations, it’s likely possible to be scheduled in a 4x11 work-week (4 days work, 11-hour shift) in operations. Do you
have concerns with this? Y____ N_____
• Do you have any commitments or planned activities for the next 6 months that may hinder you from being flexible with your schedule such as
going back to school, out of town/country, etc? Y____ N_____
• We also work during Philippine Holidays (i.e. Holy Week, Christmas and New Year’s Eve and day, All Saints Day, etc.). Do you have any
concerns working during holidays? Y____ N____
• We also work during US Holidays (i.e. Thanksgiving, Fourth of July, Memorial Day, etc.). Do you have any concerns working during holidays?
Y____ N_____
• Our account also caters to Paid Overtime Hours when needed. Are you amenable to this? Y____ N_____
• I understand that Concentrix operates in an “Every other Friday” Salary pay-out scheme where in I get paid for 10 working days. Y____ N_____
• Our account also caters to Paid Overtime Hours when needed. Are you amenable to this? Y____ N_____

Program description and scope:

ATS is a program that is heavy on technical support and troubleshooting which means that you will get calls from customers having issues with their
basic services such as calling, texting and mobile data. The program supports both Android and iOS devices. You will handle technical issues, billing
concerns, soft selling, international support, etc. Activating new service, Technical, Domestic and International Customer Service Concerns, and Billing
Concerns are also part of the tasks. The services offered by the account are composed of Voice, text and multimedia messages, internet connections on
cellphones, pocket Wi-Fi and tablets. Different toll will be taught in the classroom which will be used depending on the call types that you are handling.

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You are expected to use 5 major tools in this program. All-in-all, there are 25+ tools that will be taught in the classroom which will be used depending on
the call types that you are handling. The more tools we use, the more proficient you need to be in multitasking.

You will use tools (articles, work flows and knowledge base) to help you resolve your customer’s inquiry and technical concerns. And you are expected
to follow them thoroughly and convey the resolution using your own words through paraphrasing and summarizing.

You will also be interacting with store representatives and employees from other departments requiring information about the customer’s account. You
are expected to sound professional and credible all throughout your call.

Training

• Scenario Based Training – 38 days (CCT:6 Days including NHO and PST: 32 Days)
• Nesting Period/Transition – 10 days each (refresher courses, classroom discussions and phone time). We maintain a 1:5 support ratio (1
support to 5 Trainees - depends on the headcount and floor support staffing availability)
• Training can be scheduled anytime depending on logistics

Attendance Expectations:

• Attendance policies are strictly reinforced with only medical and emergency situations (to be validated) as reasonable reasons for absence.
Attendance Policy will be discussed in training.
• Each unauthorized absence and tardiness would correspond to specific sanctions as prescribed by the attendance policy.

How do we measure your success?

• Scorecard-wise, our focus is on Overall Representative Satisfaction (ORS), First Call Resolution, 7 day Repeat calls, Average Handling Time,
Sales and Quality of calls being delivered to our customers.
• The scorecard with specific metrics and targets will be used to measure performance in Training, Transition and Operations. This will be
regularlay discussed with your supervisor and will be the basis for your endorsement or exit every phase.

What’s in it for you?

• STAR Incentive → You will receive a cash incentive if you hit the Program Goal Metrics with at least 10 days’ worth of performance per month
(mechanics will be discussed separately); and have no disciplinary action for the month
• Program incentives → are performance based and may differ each month. There are various incentives that drive performance on other
hygiene metrics, including attendance
• Career path → development planning even as an agent with excellent performance rating (mechanics will be discussed separately)
• Engagement → not just all work but we also have daily/weekly/monthly/quarterly program and site events or activities for all employees to
enjoy and have fun

By signing this document, you declare that all information that you have disclosed in your application are correct and true. Any false misrepresentation
and non-disclosure can be grounds for disqualification or if employed, will result to your dismissal.

Dessa Mae Sampang

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Discussed by:

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