TO: ALL VIRTUAL FIXED TERM MARKET RESEARCH INTERVIEWERS

FROM: Quality Assurance Department, Voice Services

RE: DYNATA PERFORMANCE ENHANCEMENT PROGRAM (PEP).

DATE: July 15, 2022

The significant but temporary increase in workload during certain parts of a business year for the Voice Services
Department is the primary driver for the hiring of fixed term Market Research Interviewers. With such
circumstance, it is critical that the Interviewers hired and retained possess the necessary skills to meet the minimum
Production Rate within a required period and in compliance with quality standards set.

This policy defines the performance standards for fixed term Market Research Interviewers and provides for the
necessary training to bring their skills to par and imposes progressive discipline upon those who continue to fall
below the standards.

Thus, effective August 1, 2022, Dynata Philippines Voice Services Department will implement the following policies
and guidelines around a fixed term Interviewer’s standards of performance:

1. A newly hired Interviewer is provided with a comprehensive training program for the first thirty (30) days
from start of employment. Towards the end of the training period, an Interviewer is expected to achieve
a Production Rate (PR) of at least 50% on dialed projects. Failure to obtain such PR score may lead to
training extension or termination of employment if no significant improvement is made.
2. After 60 days from the date of hire, a fixed term Interviewer is expected to meet an average PR of 50% for
the whole period. Failure to meet such Production Rate automatically enrolls an Interviewer under the
DYNATA PERFORMANCE ENHANCEMENT PROGRAM (PEP).
3. After 90 days from date of hire, a fixed term Interviewer is expected to meet an average weekly PR of 80%.
Failure to meet such Production Rate automatically enrolls an Interviewer under the DYNATA
PERFORMANCE ENHANCEMENT PROGRAM (PEP).
4. The DYNATA PERFORMANCE ENHANCEMENT PROGRAM (PEP) is a focused monitoring, assessment, and
coaching forum to help underperforming Interviewers to develop their skillset to meet the performance
standards. Under this program:
a. An Interviewer’s performance is closely monitored and any performance below standards while under
this program subjects the Interviewer not only to further coaching sessions but disciplinary actions as
well.
b. PR Monitoring is done on a weekly basis under PEP. A period of one week starts on a Sunday and ends
on a Saturday.
c. During PEP, the Interviewer may be pulled out from the regular projects and assigned to in house/non-
revenue projects for a period determined by the Training Team.
d. It is expected that an Interviewer will obtain an average PR of 90% while dialing in house projects. Once
achieved, the Interviewer is assigned back to dial regular projects and should achieve a weekly average
of 80% PR.
e. An Interviewer who consistently obtains a PR score of 80% for a period of two (2) consecutive weeks
shall be taken out of the PEP.
f. While under the PEP, any weekly performance below 90% for Non Rev Projects or below 80% for Rev
Projects is considered an offense constituting the failure to meet the performance standards set by the
company. Disciplinary action may be imposed upon the Interviewer based on the following progression:
 Graduation of Offense Scenario Disciplinary Action
upon endorsement to PEP
60th day of employment and failure to meet
1st offense 50%PR Verbal Reprimand
employment of 90 days and over and failure to
meet weekly PR of 80%
Any week with within PEP not hitting 90% on
NON REV dialing
2nd offense Written Reprimand
Any week with within PEP not hitting 80% on REV
dialing
Any week with within PEP not hitting 90% on
NON REV dialing
3rd offense Suspension of 1-2 days
Any week with within PEP not hitting 80% on REV
dialing
Any week with within PEP not hitting 90% on
NON REV dialing
4th offense Termination
Any week with within PEP not hitting 80% on
REV dialing

g. An Interviewer may be brought into the PEP only once during the fixed term period. Any performance
below 80% average weekly PR, shall follow the POST PEP Progressive Discipline Table as shown below:

POST PEP OFFENSES

Graduation of Offense Scenario Disciplinary Action

Any week not hitting 90% on NON REV dialing

1ST offense Written Reprimand
Any week not hitting 80% on REV dialing

Any week not hitting 90% on NON REV dialing

2ND offense Suspension of 1-2 days
Any week not hitting 80% on REV dialing

Any week not hitting 90% on NON REV dialing

3rd offense Termination
Any week not hitting 80% on REV dialing

5. Transitory Provisions – This program also applies to existing fixed term employees.
a. All Interviewers who were employed beyond 60 days to date shall be admitted to PEP upon obtaining
an average PR of below 50% from the period July 16 to July 31.
b. Interviewers who are within the 60 day period are admitted to PEP upon failure to obtain an average
PR of 50%.

6. Special cases may be decided upon by the Sr Director.

We would like to reiterate performance scores are critical and inevitable requirements of the task at hand. It
impacts operational efficiency as it affects overall client satisfaction and efficiency in project management. Thus,
working towards a higher PR score is an expectation for all interviewers. While the company is willing to provide
the necessary support needed to enable such performance requirement, much of the improvement will rely on the
interviewer’s dedication and willingness to learn and achieve.

Management reserves the right to revise, amend, alter or remove this policy or provisions for reasonable causes
and upon due notice.

For your guidance and compliance.

For and on behalf of Dynata Philippines

(Team Manager)
Received: Ariane Grace E. Camposano

(interviewer)