Texoma End Of Year

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TEXOMA Call Center

• 2013 Year End Review

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1 IN CUSTOMER SATISFACTION
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2013 Year End Review
SALES
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2013 Year End Review
Sales Year-End Results

• Raw Household Close Rate increased from 15 to
  25
• 66.7 INCREASE!
• RGUS short by 13,555!
• Due to 1st part of year need a big start to
  2014!
• Triple Play Sell-IN
• Texoma at 28
• Sales Team at 35

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2013 Year End Review
Sales 2013 Top 9 Performers

• Christina Wilson
• Adam Voigt
• Daniel Minter
• Mike Dunham
• Shichonda Ross
• Kadena Haynes
• Christopher Carr
• Ladon Erwin
• Brittany Ivory

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2013 Year End Review
SAVES
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2013 Year End Review
SAVES Year-End Results

• Save Rate ended at over 38
• Increased from 32 1st half of year
• Saves ended year with 3,061 OVER BUDGET!

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2013 Year End Review
SAVES 2013 Top 10 Performers

• Kathy Newberry
• Toisli Martin
• Kathi Pink
• Elna Herraige
• Melinda Handorf
• Heleny Ramirez
• Pepita Bailey
• Laura Phillips
• Jimica Bell
• Kayon Fortman

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2013 Year End Review
ACCOUNT SERVICES
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2013 Year End Review
Account Services Year-End Results

• Exceeded Service Level Goal ending at 81.3
• Handled more than 845,000 calls
• Connected over 13,000 RGUs, short by 8,000
• Moved from 4th to 2nd in the Nation for Wizard
  Compliance
• Number 1 in the Nation for Call Disposition
• Increased Credit and Adjustments by 26.2

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2013 Year End Review
Account Services 2013 Top 10 Performers

1. Shankel, Jeffrey
2. Rodriguez-barroso, Patricia
3. Thomas-miner, Laverdia
4. Beltran, Griselda
5. Perez, Ivan
6. Ford, Audriana
7. Sowell, Stephanie
8. Requena, Diego
9. Fossis, Bridget
10. Sayles, Shamia

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2013 Year End Review
Tech Support
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2013 Year End Review
Tech Support Year-End Results

• Tech Support was offered 1,377,082 calls during
  2013, which was 1.25 less than 2012
• Tech Support entered 176,898 Trouble Calls in
  2013, which was 14,108 fewer than 2012
• Tech Support generated 15,929 RGUs in 2013,
  which was 6,058 fewer than 2012
• Agent Quality Improved nearly 9 from Q1 to Q4
• Sales Efficiency Improved 225 from the launch of
  Sales Wizard in October by year end. 1 in the
  Company

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2013 Year End Review
Tech Support 2013 Top 10 Performers

1. Jamie Glasgow
2. Samantha Parkerson
3. Chonell Jones
4. Kevin Franks
5. Dominique Guthrie
6. Chad Hague
7. Travis Cofer
8. Denasha Wallace
9. Alice Fiedler
10. Alesha Allen

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TEXOMA Call Center

• WHATS COMING IN 2014?

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Whats Coming in 2014?
NEW CHAIRS!

• We will begin a 2 year process to replace our
  chairs. In 2014, we will replace
• All chairs in our 2 training rooms
• 150 chairs on the call center floor

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Whats Coming in 2014?
Technology Updates

• We will continue our focus on making it easier
  for you to respond to our customers needs
• ICOMS Overly, ease of work order entry and
  improved accuracy
• Velocity standard enterprise reporting suite
• Automated scorecard right on your desktop through
  the Maestro application

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Whats Coming in 2014?
Technology Updatescontd

• Co-browse launch will give tech support agents
  the ability to take over a customer screen in
  data / DMCA situations
• Tech text with updates will give customers the
  option of receiving text messages with ETR
  updates in outages

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Whats Coming in 2014?
Video Calls Reduction

• Improved Self Care content on Suddenlink help
  sites including content promoted in IVR
  (specific by box type and includes videos)
• Mobile App includes Video, deflecting calls from
  Agents to Chat
• Browser Messaging rollout in 4Q 2013 reduces 2014
  volumes
• Improved IVR messaging/broadcast messages on
  planned outages reduce calls

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Whats Coming in 2014?
Video Calls Reductioncontd

• Text messaging on outages reduces follow up call
  center calls for status
• Retransmission messaging improvements reduce
  informational calls to Video
• Remote access / taking over the customers
  computer.

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Whats Coming in 2014?
Improved IVR Containment
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Thank You All For a Great 2013!

• Your Texoma Call Center
• Leadership Team.