U-verse Business Execution Standardization and Transformation (UBEST) March 30 th 2009

1. U-verse Business Execution Standardization and Transformation (UBEST)March 30th 2009 Oversight: Tony Green Facilitator: Angie DeFord

2. Agenda

3. Thank your family member for choosing AT&T and let them know we value their business - but in your own words! Always talk to your family member about TACR!FT and plant the “very satisfied” seed. Even members happy with their experience may not select “very satisfied” versus “satisfied” unless you plant that seed. Always fill potential dead air with purposeful actions (update the member’s preferred email address, ask if they have problems or questions about their other products and services, etc). Do not mute or put member’s on hold it’s better to explain what you are doing even if it’s getting direction from a floor supervisor. If their issue requires an escalation or transfer to resolve 1) ALWAYS warm transfer our family members 2) ALWAYS get the partner organization agent id prior to handing over the customer (never transfer or escalate to an agent who won’t provide a user id) 3) ALWAYS give a complete summary of the member’s issue so they will not have to repeat themselves after the transfer 4) ALWAYS check back with the member frequently if you are in queue waiting for the partner organization to pick up the transfer. If their issue requires a dispatch to resolve 1) make sure you are getting the dispatch day, date and window the customer wants even if this requires an escalation 2) Make sure you select the right level 4 CTV code (is it impacting service = IS or out of service = OOS) 3) have you noted if it is a Frequent Dispatch (FRQDPO) and 4) have you called over a floor walker to witness you provide the correct dispatch day, date and time window to the customer? What is their issue? Is it one of the “Six to Fix” (No Service, Intermittent Service/Picture Quality, Email, Wireless Connectivity, Remote Control, Requested Info)? If yes go to AFSS article XXXXXXX. If no troubleshoot using your resources (training, M&Ps, tools, floor walkers and managers). What member of our family is this? Our Grandmother who is not highly technical so you need to speak slowly and use remote control tool when possible? Is the family member an upset uncle who has been inconvenienced and therefore requires an apology on behalf of AT&T and a strongly stated commitment that we will make it right? Is this a family member that needs special handling immediately? Is there a flash on the account that indicates they are a Frequent Caller that needs to be routed to T2 immediately? Are they a Frequent Dispatch Customer that is still OOS and needs to be escalated for a same day dispatch to the UVDC? Welcome our family member/kapamilya in a way that puts a smile on their face and yours. No more scripting and no more BANs. Our family members don’t know what a BAN is let alone what theirs is. No more awkward interactions and stilted scripting.

4. 2009 Tier 1 KPIs as of 3/26/09 AT&T Proprietary (Internal Use Only)Not for use or disclosure outside the AT&T companiesexcept under written agreement

5. 2009 T1 CPIs (Compliance Performance Indicators)

6. QBR Updates • 38 Action Items Opened • 5 Closed as of 3/27 • Roadshows Feedback items that cross-reference with QBR will be updated • Need Status • #4 All observations should be covered the same day/ ASAP. • #7 Agents need the ability to call a customer back for follow-up . • #14 Digital clocks to be installed in all centers by EOM March. • #21 All agents and TL should know the escalation and AT&T On Call process. All vendor partners to cover “Where’s My Tech” process – why we are doing it. • #29 Vendors to give VM feedback on weekly KPI call on what they are hearing from the agents & suggestions gathered during tailgates. • #32 All agents should know what the KPI’s are – what they mean and their impact to each KPI. • #35 VM to record monthly video for hot issues in the business, KPI results, process issues/improvements and send to their vendor. • #42 Vendor competition – create traveling award/spirit award based on KPI’s, most improved, etc.

7. U-Care Communicator – 2nd Edition https://agentsupport.web.att.com/tier1/lightspeed/alerts/yswh/current.shtml • Last minute changes may occur depending on “Hot Items” for the week • 1st Edition • 2nd Edition

8. Suggestion Box • Usage to date: • As of 3/30/09 there have been 4 suggestions submitted. • The first asks for a name to be corrected on agent feedback but the name is not provided. • The other 3 have been for AFSS updates.

9. CVoIP T1 Contact Rate & Drivers CVoIP T1 Household Calls Per 100 In-service Customers Note: Metrics after 2/21 were impacted by issues with Enabler/R9 after release weekend. Goal - 111 CVoIP T1 Issue Call Driver Pareto CVoIP T1 Issue Top Call Drivers • Update Install Tech M&P 9/30 • Milwaukee Trial: 10/1-11/1 • Create project and program management of outcomes • Align resources to support 2009 expansion and feature changes

10. CVoIP T1 Voicemail Drivers: March MTD View

11. Vicki Jones’ COBC Do’s and Don’ts • Do’s • Follow the AT&T Customer Rules! • Take Ownership of the customer issue/concern and Show you care by ensuring their concern is addressed and resolved before they hang up • Be Responsive & Deliver by answering every call quickly, being polite, professional and showing empathy • Do it Right by using your systems and tools and following standard processes that lead to customer satisfaction • Make it Seamless by avoiding company jargon, always saying “we” and transferring only when absolutely necessary • Meet Commitments by following up when you promise, and ensuring you place detailed enough notes in the records to allow all your upstream and downstream partners to do their part

12. Vicki Jones’ COBC Do’s and Don’ts Cont. • Don’ts • Avoid your responsibilities in any way by doing things such as: • Disconnecting the customer before their concern has been addressed • Ignoring the call when it arrives by not engaging in dialogue with the customer • Refusing to answer customer questions • Placing customer on hold for extensive period of time for no justifiable business reason • Intentionally giving wrong or withholding information • Intentionally changing status of customer account or suspending service without proper justification • Falling asleep while on an active customer call • Disrespect the customer by: • Engaging in sarcasm, using profanity or argumentative language • Engaging in any unauthorized or improper customer contact using emails, text messages or voice messages • Initiating or participating in inappropriate conversation with customers including any flirting, sexual dialogue or racist remarks

13. Missing CTV codes • For 3/17/09-3/20/09 there were 2197 cases that were missing level 3 or 4 CTVs codes out of the 92433 that were opened for those days (2.38%). • A report will be sent weekly using the sliding window raw data. • A fix is scheduled for R12 (February 2010) to make it mandatory to input all CTV codes.

14. APPENDIX

15. TACR!FT Trending 68.22% • 1st Qtr Target –68% • MTD Mar. – 67.16%

16. GOS Trending 89.79 90% • 1st Qtr Target –90% • MTD Mar. – 92.26%

17. AHT Trending 17.60 • 1st Qtr Target –17.60 • MTD Mar. – 15.80

18. FCR Trending 82.00 No data on 2/26 due to R9 • 1st Qtr Target – 82% • MTD Mar. – 81.03%

19. NQD Trending 7.50 No data on 2/26 due to R9 • 1st Qtr Target – 7.50% • MTD Mar. – 6.04%

20. T1 To T2 Escalation Rate Trending 10.00 No data on 2/26 due to R9 • 1st Qtr Target – 10% • MTD Mar. – 4.63%

21. Contact Rate Trending 72.49 68.30 No data on 2/26 and 3/5 due to R9 • 1st Qtr Target – 68.03% • MTD Mar – 68.85%