WW Customer Retention

Highlights
Operational Metrics
Operational Metrics Goal Mar'20 Jan'21 Oct'21 Nov'21 Status • AHT reduction of 5.30 min from last month finishing with 11.35 mins below the 15 mins goal
Contacts Forecasted (Capacity)       1329 2090  
Contacts Offered 396 584   Lowlights
Off v Forecast % 30% 28%  
Contacts to SR Ratio 1:15 2:00   • OSE finished with 44 below 75 goal
Service Requests 299 364   • Save % finished below the 35% goal with 30%
Contacts Handled 396 584  
Service Level 80% 100% 99% n Key Call Outs (Production)
Abandon Rate (AR%) 8% 0% 0% n
• AHT reduction, natural reduction happened after the first month’s learning curve
Average Speed Answer (ASA) 120 3 5 n • Most common call drivers for LATAM are Price Point
Average Handle Time (AHT) 15.00 16.05 11.35   n • Higher volumes of Price Point caused an impact in Discount %, drivers average a 60.67% of the volume
Occupancy       11% 8%   contribution
• Average Save % for said drivers is 27..28%, action plan conducted to reinforce negotiation management
Sales and Retention Metrics covering the following steps during each call:
Sales and Retention Metrics Goal Mar'20 Jan'21 Oct'21 Nov'21 Status -Using a maximum 20% on a first instance
Revenue       $1,225 $1,501   -Using benefits and onboarding pitch to increase subscription value
OPEX 992.47 1330.7   • Agents have started the onboarding process in both Spanish and Portuguese
FTEs 6.89 7.56  
Opportunity Volume 196 220   Key Call Outs (CSAT)
Overall Sold% 27% 30%
Save% 35% 37% 30%   n • 16 Surveys received for the month of November
Pure Save% 5% 0%   • Survey distribution:
Sale%   -11 Promoters
Discount% 45% 50% 50% n -4 Detractors
Average Sold Value NA $24.49 $24.20 n -1 Neutral
AR Conversion  60%     58% 50%  n • Detractors were not agent-controllable
-1 customer suggested being able to process a refund without contacting support
-3 detractors received due to auto-renewal policy in which customers were not aware of the policy
Customer Satisfaction Goal Oct'21 Nov´21 Status • Focus for the month is to increase the return rate through the usage of survey spiel and proper case
Overall Support Experience (OSE) 75 57 44 n management

Knowledge and Technical Competence (KTC) 65 63 58 n

Key Actions
Courtesy, Respectfulness, and Responsiveness (CRR) 69 57 65 n

Timeliness and Quality of the Resolution (TQR) 69

• Agents started onboarding process for both Spanish and Portuguese, sample call available if needed in
57 43 n
Portuguese
McAfee Product Satisfaction (MPS) 53 54 72 n • CVV number retrieval over the phone has been approved which will facilitate purchases for customers with no
Easy to Resolve Issue (ERI) 53 57 19 need of scheduling a call back
n 
• Help needed:
-Quick connect options to transfer to other lines such as TSS in both Spanish and Portuguese
-Call back option enabled for all LATAM countries
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