EXHIBIT 10.12
CONFIDENTIAL TREATMENT REQUESTED. CONFIDENTIAL PORTIONS OF THIS DOCUMENT HAVE
BEEN REDACTED AND HAVE BEEN SEPARATELY FILED WITH THE COMMISSION.
Agreement No.SG-TH120103-W02
WORK ORDER NO.2
TO THE
CINGULAR WIRELESS LLC
MASTER SERVICES AGREEMENT TH120103
DATED: NOVEMBER 1, 2006
This Work Order No. 2 ("Order") is issued pursuant to the Master
Services Agreement TH120103 between Cingular Wireless LLC ("CINGULAR") and
eTelecare Global Solutions, Inc., formerly known as Phase 2 Solutions, Inc.
("ETELECARE"), dated November 11, 2003 ("Agreement") and its terms and
conditions are applicable to the Services authorized by this Order. Unless
otherwise defined herein, all capitalized terms in this Order have meanings as
set forth in the Agreement. The Parties agree that the Statement of Work dated
January 2, 2004, between CINGULAR and ETELECARE is hereby terminated and
replaced by this Order No. 2.
This Order authorizes ETELECARE to provide the work described below to
CINGULAR'S reasonable satisfaction, and in accordance with the terms of this
Order:
I. SCOPE OF WORK. This Order authorizes ETELECARE to provide the services
described below and as specified in a unique Campaign Delivery Package
that CINGULAR may from time to time, enter into under this Order.
II. TERM. This Order will commence on November 1, 2006 and will continue
through January 19, 2008 unless terminated or cancelled in accordance
with Section 3 of the Agreement.
III. PERFORMANCE METRICS. CINGULAR will measure ETELECARE'S performance
under this Order according to the performance standards listed in
Appendix D attached hereto.
IV. TERMINATION. CINGULAR shall have the right to terminate the Order at
any time with our without cause upon giving ETELECARE thirty (30) days
written notice of such termination.
V. COMPENSATION. CINGULAR agrees to compensate Supplier at the rates
outlined in Appendix A Pricing Schedule. All charges and fees must
include any associated taxes. Data Entry rates are referenced in the
Data Entry ORDER.
VI. CONTACTS. CINGULAR Representative is ***, Vendor Manager located at the
following address:
Cingular Wireless
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***
Cingular's Contract Representative is *** located at the following address:
Cingular Wireless
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ETELECARE'S' Representative is ***, Director, Global Sales Operations located at
the following address:
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eTelecare Global Solutions, Inc.
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ETELECARE'S Contract Representative is ***, Director, Global Sales Operations
located at the following address:
eTelecare Global Solutions, Inc.
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VII. INVOICES. Month end Invoices and back-up documentation are to be sent
to CINGULAR's Representative or other individuals as designated by
CINGULAR in writing.
VIII. CHANGE IN SCOPE. Changes in scope shall be managed in the manner
outlined in Appendix B "Campaign Change Management Form" which is
attached hereto and fully incorporated herein by reference.
IX. DEFINITIONS. For defined terms, see Appendix G "Glossary," attached
hereto.
X. DESCRIPTION OF SERVICES
A. CINGULAR WORK ORDER
CINGULAR authorizes ETELECARE to perform Work for CINGULAR in accordance
with the terms and conditions of the Agreement as specified in a unique
Work Order ("Campaign Delivery Package") that CINGULAR may, from
time-to-time, enter into under this Order. Such Campaign Delivery Package
is attached hereto as Appendix E, and describes the Work, Services and/or
Deliverables to be performed, its/their requirements, and the assigned
CINGULAR Campaign Contact. CINGULAR will send an electronic copy of the
formal Campaign Delivery Package to ETLECARE five (5) business days prior
to the start of a program or Campaign. If the program or Campaign
information is not received by ETELECARE'S five (5) business days prior to
the start of a program or Campaign for incorporation by ETELECARE'S into
the required modules, or in order to complete required system
modifications, or in order to meet staffing requirements, CINGULAR and
ETELECARE will mutually negotiate a start date for the program or Campaign
based on ETELECARE'S receipt of the Campaign Delivery Package.
1. INBOUND AND OUTBOUND TELEPHONE SERVICES
ETELECARE will provide Inbound and Outbound consumer telephone service
programs and Campaigns ("Telemarketing Services") relative to CINGULAR's
Products and Services per the requirements of this Order. Telemarketing
Services activities include but are not limited to the following:
A. Clarify program or Campaign offers as directed by CINGULAR
B. Close program or Campaign offers per CINGULAR instructions
C. Up-sell program or Campaign offers as directed by CINGULAR
D. Work with existing Customers to preclude termination
E. Respond to coverage concerns in a positive manner
F. Clarify Product and Service plans as required
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G. Resolve subscriber issues relative to price plans (rate plan
changes)
H. Change rate plans as appropriate
I. Answer contract inquiries in a positive fashion
J. Accurately update account information
K. Resolve lost or stolen telephone issues in a positive manner
L. Add, change, or delete features and promotions per CINGULAR
direction
M. Provide instructions for equipment and feature use
N. Migrate Customer accounts between billing applications
O. Up-sell equipment when appropriate
P. Transfer telephone calls to the appropriate CINGULAR company
support group as required
2. BUSINESS RESPONSE CARD SCANNING
Customers may use Business Response Cards ("BRC") as one way to accept
CINGULAR promotional offers. ETELECARE will process BRCs by scanning them
as requested by CINGULAR in support of ongoing Inbound and Outbound
telemarketing efforts. When BRCs are used, ETELECARE will read the barcode
depicting the Customer's wireless telephone number and specific offer;
create the responder, MDE, and manual entry files. ETLECARE will also
retain and index an image of the BRC for offer acceptance verification, as
required. ETELECARE will retain one electronic copy of the BRC image and
send one electronic BRC copy to CINGULAR for each program or Campaign
processed.
3. MANUAL PROVISIONING
ETELECARE will perform manual data entry services as requested by CINGULAR
in support of ongoing Inbound and Outbound telemarketing efforts that
includes, but is not limited to, the manual provisioning of contract
extensions, promotions, upgrades, and other changes to Customer accounts.
Additional CINGULAR data entry only programs or Campaigns will occur as
requested. CINGULAR will provide the files, process flows, and manual data
entry priorities to ETLECARE as part of the Campaign Delivery Package as
described in Appendix E.
4. CUSTOMER SERVICE
Customer Service campaigns shall constitute any campaign that does not
generate revenues for Cingular. See Appendix A for pricing.
B. VOLUME FORECASTING AND STAFFING
CINGULAR shall plan programs and Campaigns on a week-by-week basis. The programs
or Campaigns are dynamic, both in their planning and in their required
execution. To accommodate the requirement of ETELECARE to provide staffing,
CINGULAR will provide to ETELECARE, on a weekly basis, the Inbound and Outbound
telephone call, BRC, and manual provisioning volume forecasts (within plus or
minus *** percent (+ ***%) and requirements for a *** (***) week period (looking
forward). ETELECARE will use this information in conjunction with historic
arrival information to staff their operations in support of CINGULAR'S business
requirements. Such staffing and operations shall at all times meet the
performance measurements defined in Appendix D hereto.
ETELECARE shall at all times manage the staffing at levels that are
appropriate to meet CINGULAR'S business requirements. CINGULAR shall temporarily
relieve ETELECARE from meeting the performance measurements (as defined in
Appendix D) which are tied specifically to staffing levels when actual business
volumes exceed CINGULAR'S forecasts by *** percent (***%) or more. If this
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should occur, CINGULAR and ETELECARE shall, within *** (***) hours, mutually
agree on a plan to accommodate the increased business volumes, and ETELECARE
will once again be required to comply with all performance requirements as
defined in Appendix D or as mutually agreed by the parties.
Notwithstanding the foregoing, the provisioning of qualified staffing
throughout the term of this ORDER is the responsibility of ETELECARE. All
staffing levels must support the goals of CINGULAR'S specific programs, business
needs, and Campaigns. CINGULAR will communicate changes in volume forecasts to
ETELECARE as soon as they become apparent, but ETELECARE shall not rely upon
such forecasts to determine appropriate staffing levels. Such changes may
include, but are not limited to, program or Campaign response rate expectations,
system failures that require additional manual data entries, or external
conditions that drive the volume of inbound telephone calls to ETELECARE (for
example, mail drops, message services, etc.).
C. LOCATIONS
ETELECARE will perform the Services described hereunder at the following
location(s). Changes to site locations for the performance of the Services shall
require CINGULAR'S prior written approval.
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D. HOURS OF OPERATION--INBOUND, OUTBOUND, BRC SCANNING. AND MANUAL PROVISIONING
ETELECARE will maintain the hours of operation for Inbound and Outbound
telephone services as defined in the Campaign Delivery Package.
ETELECARE will maintain a operating schedule necessary to meet CINGULAR'S
business requirements for BRC processing and Manual Provisioning to CINGULAR'
satisfaction.
1. HOURS OF OPERATION ADJUSTMENT
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CINGULAR may change ETELECARE'S hours of operation based on the needs of a
specific program or Campaign. If CINGULAR requires a change in the hours of
operation, CINGULAR and ETELECARE may mutually agree to adjust the hours of
operation subject to the Change Management process as documented in Appendix B.
CINGULAR will request changes to the hours of operation no fewer than ten (10)
business days prior to the effective date of the change.
If ETELECARE becomes aware of a situation that suggests a change in the hours of
operation (for example, higher volumes of early or late IVR telephone calls),
ETELECARE will contact CINGULAR and request a change in the hours of operation
through the Change Management process.
E. HOLIDAYS
Subject to applicable laws, CINGULAR recognizes the following holidays:
1. New Year's Day
2. Easter Sunday
3. Thanksgiving Day
4. Christmas Day
1. CHANGES TO HOLIDAYS
CINGULAR may request a change to the Holidays referenced above, based on
business needs, a specific program, or Campaign. CINGULAR and ETELECARE will use
the Change Management Process to request changes to the Holiday Services.
CINGULAR will request changes to Services on holidays no fewer than ten
(10) business days prior to the effective date of change.
F. USER IDS
CINGULAR will provide Training IDs to be used by ETELECARE employees while those
employees are in classroom training. CINGULAR will provide Production User IDs
for all ETELECARE employees who qualify for, and require access to CINGULAR'S
systems.
1. PRODUCTION USER ID PROCESS
ETELECARE and their employees will not reuse, share, or transfer to another
representative or individual Production User IDs for any reason, unless
authorized specifically by CINGULAR in writing. CINGULAR may request the
dismissal from CINGULAR programs and Campaigns any ETELECARE employee(s)
determined to be sharing a CINGULAR Production User ID, and ETELECARE will
remove such employee immediately.
A. ETLECARE will notify Support Manager or new hires entering
training before training and material provided to employee. Support Manager will
begin activating appropriate ID's and logins to include CUID, Care Telegence,
SystemX, Telepos1 and Telepos2. Should an ETELECARE employee not complete
training, ETELECARE will then notify Support Manager to ensure ID's are removed
from all CINGULAR systems.
B. ETELECARE will immediately notify Support Manager when an
ETELECARE employee is terminated or removed from the Cingular program. Notice
will take place whether the termination is voluntary or involuntary.
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C. ETELECARE will provide the following information, and any
supporting documents, to Support Manager on a weekly basis. Weekly headcount
information including: location, voice agents, incremental agents, In-training,
last 4 weeks attrition, Full-time DE agents, PT DE Agents, and Total Agents.
D. ETELECARE will provide the following information, and any
supporting documents, to Support Manager on a weekly basis. Weekly Employee
Report including: Names of all current ETELECARE'S employees on Cingular CLM
account. Report should be separated by location and include employee's role
(i.e., Voice agent, DE agent, Part-time DE, Supervisor, trainer, etc.) Report
due by close of business each Friday.
2. CINGULAR RESPONSIBILITIES
A. As appropriate, CINGULAR shall provide ETELECARE with training User
IDs that provide access to the required CINGULAR training environment
and systems.
B. As appropriate, CINGULAR shall provide ETELECARE with the Production
User IDs within ten (10) business days of ETELECARE' request for same
for use by those ETELECARE employees who have successfully completed
the training.
C. The continued and otherwise unauthorized use of CINGULAR'S
Production User IDs becomes the responsibility of CINGULAR two (2)
business days following the written request by ETELECARE and CINGULAR'S
acknowledgement of such request to delete specific user privileges.
3. ETELECARE RESPONSIBILITIES
A. ETELECARE shall reset the passwords of the Training IDs upon
completion of training for each ETLECARE user.
B. ETELECARE shall request Production User IDs from CINGULAR by the
second day of training.
C. ETELECARE shall provide to CINGULAR, within twenty-four (24) hours
of payroll separation or removal from the CINGULAR programs or
Campaigns, the Production User IDs of ETELECARE employees that leave
ETELECARE employment, or that are no longer associated with a CINGULAR
program or Campaign.
XI. SERVICE SPECIFICATIONS, REQUIREMENTS, AND ETELECARE'S RESPONSIBILITIES
A. ETELECARE will assign an Account Manager and a team of
administrative personnel, supervisors, and Telephone Service Representatives for
managing CINGULAR'S projects and activities required by this Order.
1. In accordance with the terms and conditions of the Agreement,
ETELECARE'S Account Management Team will have responsibility for all aspects of
CINGULAR'S account with ETELECARE. The ETELECARE Account Manager will act as the
single point-of-contact for CINGULAR and will provide, at a minimum, the
following services to CINGULAR'S satisfaction:
A. *** with CINGULAR *** hours of operation;
B. *** coordination;
C. *** ETELECARE'S' *** and *** the *** or *** of *** from ***;
variances to goals; technical outages; etc.
D. *** the *** and *** of *** before sending to CINGULAR for ***;
E. *** and *** and ***, and *** to
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*** or ***;
F. *** a *** as scheduled by CINGULAR *** to the *** of
*** or ***;
G. ***, through ***, that ETELECARE *** as documented in Appendix
F attached hereto;
H. *** in CINGULAR'S *** as required by CINGULAR, and
I. *** and *** the ETELECARE *** and *** with CINGULAR.
2. The ETELECARE Account Manager as well as representatives from
ETELECARE'S Management Information Services Department will participate
in all scheduled planning sessions with CINGULAR.
B. Three (3) weeks prior to the start of any program or Campaign,
ETELCARE'S key technical representative will participate in a conference call(s)
with CINGULAR personnel regarding file transmission issues that include, but are
not limited to, confirmation of file transmission compliance. In the event that
CINGULAR requires an earlier start date for a program or Campaign, CINGULAR and
ETELECARE will negotiate a start date for the program or Campaign.
C. As applicable, CINGULAR will provide a "Finder File" (Customer List)
to ETELECARE forty-eight (48) hours before the start of a specific program or
Campaign.
D. CINGULAR will provide scripting within the Campaign Delivery
Program. ETELECARE will not make changes to the approved Scripts unless
ETELECARE obtains CINGULAR'S prior written approval. Any modifications or
changes made to the scripting by ETELECARE, must be approved by the Campaign
Manager or another CINGULAR representative.
E. ETELECARE is responsible for the recruiting, hiring, training, and
the supervision of the required sales, administrative, and management personnel
while performing under this Order. ETELECARE will acquire only those resources
that possess the appropriate skill sets for the work being performed as defined
herein, or as defined in individual Campaign Delivery Packages. ETELECARE is
responsible for all costs associated with recruiting and hiring personnel
including the costs of background checks CINGULAR requires for all employees
having access to CINGULAR'S systems.
F. ETELECARE will retain sufficient and qualified resources to support
CINGULAR'S marketing activities, new product introductions, and promotions.
ETELECARE understands that CINGULAR'S marketing activities may include interim
periods without active programs or Campaigns.
G. ETELECARE will charge CINGULAR for Hours worked according to the
Campaign Delivery Package. As used herein, the term "Hours" means the actual
hours worked that produce the throughput and quality of product required under
this Order. Said Hours shall be limited to the programs or Campaigns associated
with this Order and measured in tenth-of-an-hour increments. Hours include ***
on *** or *** or *** in the *** of the ***, or in the ***. The Hours include ***
minutes of *** for *** hours *** of ***, and ***. Hours do not include ***, or
*** (that ***, or ***).
H. ETELECARE agrees to provide CINGULAR local program and/or Campaign
supervisors with substantial telemarketing sales experience. ETELECARE will ***
a *** to *** of *** to ***.
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I. When conducting a program or Campaign that requires specific skill
sets (for example, a bilingual program or highly technical products or
services), CINGULAR will define such skill sets in the Campaign Delivery
Package. ETELECARE is responsible for insuring that assigned personnel possess
the skills required; are fluent in the applicable language, and possess the
expertise or experience as is needed to meet program or Campaign objectives as
required under this ORDER. When conducting a bilingual program or Campaign
targeted at the Hispanic market, ETELECARE shall ensure that its TSRs are fluent
in the Spanish language and speak the dialect of the targeted audience.
J. ETELECARE will perform the Services to meet the following
requirements of CINGULAR:
1. ETELECARE'S TSRs will log into a specific application set each day
("log-in") that will limit their access to only the telemarketing and
informational portion of the application. All management systems require each
person to log-in with their name and their unique password and have access only
to data based on their level of authorization.
The *** will have a *** that includes, but is not necessarily limited to, the
following:
A. *** of ***;
B. *** the *** of ***;
C. *** in *** as appropriate;
D. *** through *** and ***;
E. *** and *** of *** containing ***;
F. *** and *** from the ***, and
G. *** to ***.
ETELECARE will provide written certification of their computer system operation
on a semi-annual basis, and will provide CINGULAR with a copy of such
certification as requested..
2. ETELECARE will accept Finder Files in the format specified by
CINGULAR in Appendix C attached hereto.
3. ETELECARE will *** with *** to ***.
4. ETELECARE agrees to accurately present to Customers the features and
benefits of CINGULAR'S Products and Services as outlined in CINGULAR'S Scripts
and on-line information. CINGULAR will pre-approve ETELECARE'S contact approach
and strategy proposed to acquire, retain, or win-back Customers prior to
ETELECARE'S use of the Scripts. ETELECARE will not make changes to the approved
Scripts unless ETELECARE obtains CINGULAR'S prior written approval. While ***
are *** to be *** when *** and *** and *** to *** a ***, the *** must *** as ***
in the ***. ETELECARE'S *** to a *** is a *** of the Agreement and this Order
and any *** or *** or *** by ETELECARE or its TSR's to *** to the *** will ***,
at its ***, to *** any ***, this Order, and/or the Agreement without *** to
ETELECARE.
5. ETELECARE will use Customer profile data to establish call order
priorities and, as pertinent
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information becomes available, incorporate said pertinent information into
Scripts on an individual Customer basis.
6. ETELECARE agrees to contact only Customers in CINGULAR'S Finder
Files. ETELECARE will not reproduce or sell to third parties all or any portion
of CINGULAR'S Finder Files.
7. If ETELECARE'S *** to *** is *** because of ***, or *** ETELCARE
will *** the *** to ETELECARE'S ***, and ETELECARE will *** the *** of ***
within the *** or *** as *** by *** in the ***. The *** of *** shall be *** by
the *** the *** or *** is ***, and *** be *** to *** and ***.
8. ETELECARE will *** or *** by its ***. ETELECARE will *** of all ***
or *** its ***, and will *** such *** to *** on a ***. ETELECARE will not ***
and *** for *** and will not *** or *** in the ***.
9. ETELECARE will limit the scope of its conversation and activity
during all Customer contacts to the performance of the Telemarketing Services
covered by this ORDER. Under no circumstances will ETELECARE or its TSR's
promote or advance merchandise, labors, or interests of any person, enterprise,
or organization, other than those authorized by CINGULAR in writing, during any
Customer contact made pursuant to this ORDER.
10. ETELECARE will *** to ***, and *** whose format is specified by
CINGULAR in Appendix C attached hereto. ETELECARE shall provide the files
according to the following schedule:
Report to CINGULAR Wireless
Campaign Contact Frequency
---------------- --------------------------------
*** for ***, and *** - by *** PM Pacific Time on
*** the *** day
*** for ***, and *** *** - by *** PM Pacific Time on
the *** day
*** for *** As specified in the Campaign
Delivery Package
*** for ***, and *** *** - by *** PM Pacific Time on
the *** day
*** As specified in the Campaign
Delivery Package
ETELECARE will promptly notify CINGULAR of any system or network that
problems prevent ETELECARE from performing the on-time delivery of the Files
referenced above. ETELECARE and CINGULAR will mutually negotiate a date and time
for the delivery of any file(s) not provided as a result of system
unavailability as described herein.
11. ETELECARE and its TSRs will keep confidential and private the
content of CINGULAR and CINGULAR customer communications and records. CINGULAR'S
policy of confidentiality extends to the identity of the parties, the
communication between the parties, and to the fact that the communication
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took place. ETELECARE'S TSRs, supervisors, and account managers will keep
confidential all information received and reviewed while handling communications
with CINGULAR and CINGULAR'S Customers.
12. ETELECARE will perform Inbound and Outbound Telemarketing Services
as specified in the Agreement and this Order, unless modified by state or
federal regulations, in which case ETELECARE agrees to comply with all state or
federal regulations in contacting Customers.
13. ETELECARE will review and comply with all current and applicable
Telephone Consumer Protection Act/Direct Marketing Association ("TCPA/DMA")
compliance standards.
14. ETELECARE warrants that it will not block the telephone number from
a caller identification service when using that number for telemarketing
purposes on CINGULAR'S behalf.
15. ETELECARE is familiar with, understands the requirements of, and
will comply with all CINGULAR guidelines and all federal and individual state
regulations governing telemarketing practices in all states wherein ETELECARE
performs its Telemarketing Services for CINGULAR. This includes, but is not
limited to, the Telemarketing and Consumer Fraud and Abuse Prevention Act, 15
U.S.C. Sections 6101-6108, and the federal Trade Commission regulations issued
there under at 16 C.F.R. Section 310.1. CINGULAR will match all Finder Files
against its internal Do-Not-Call list and remove all records that match that
list. ETELECARE will indemnify and hold harmless CINGULAR for any violations by
ETELECARE of applicable CINGULAR guidelines, federal regulations, or individual
state regulations per Section 9 of the Agreement.
16. ETELECARE will provide each CINGULAR Campaign Contact with access
to on-line performance reports as specified in Appendix D attached hereto.
17. ETELECARE will provide formal reports as specified by CINGULAR in
the Campaign Delivery Packages and will provide the reports according to the
following schedule:
Report to Cingular Campaign Contact Frequency
----------------------------------- ---------
Performance Measurements - Includes ***, and *** ***, at ***
Pacific Time
18. Within twenty-one (21) business days following the close of any
program or Campaign, the ETELECARE'S Account Manger will participate with the
authorized CINGULAR representative(s) in a Campaign Wrap-up Meeting where
specified as a requirement in the CDP. The agenda of this meeting includes, but
is not limited to the following:
A. ETELECARE will provide a detailed summary of all
Performance Measurements for the program or Campaign;
(1) Day-of-week distribution
(2) Time-of-day distribution
B. ETELECARE will provide a detailed summary of all
costs associated with the program or Campaign, and
C. ETELECARE will provide a detailed summary of Lessons
Learned from program or Campaign execution
(1) Effectiveness of the following:
(a) Script
(b) CINGULAR provided material
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(c) Quality Monitoring
(d) Training
K. SYSTEMS
1. COMPATIBILITY ETELECARE RESPONSIBILITIES
ETELECARE shall implement the necessary technology infrastructure (at its own
expense), to support the completion of the Services and/or creation of the
Deliverables defined in this Order. Such infrastructure will at all times be,
and maintain compatibility with CINGULAR'S systems. ETELECARE will use *** and
*** to *** to another ***. This includes *** on a *** the *** the ***, and then
*** the telephone call.
In accordance with the Agreement and this Order, ETELECARE will provision and
maintain *** between the ETELECARE *** and the CINGULAR ***. ETELECARE shall
provide the *** ("***") *** into ETELECARE' ***.
2. CINGULAR RESPONSIBILITIES
CINGULAR shall provide ETELECARE with access to the necessary transactional
systems. CINGULAR will specify the point-of-integration within CINGULAR'S data
center. CINGULAR shall provide the toll-free telephone numbers required for each
program, Campaign, or CINGULAR point of contact. CINGULAR shall provide
"top-of-queue" queuing for *** telephone calls to other CINGULAR call centers.
XII. TRAINING
CINGULAR may, from time to time, request that ETELECARE'S Training Manager, or
other training resource, attend specific training at a CINGULAR location. The
product of such training will be included in subsequent materials provided to
ETELECARE'S trainees.
A. INITIAL TRAINING
ETELECARE agrees to train ETELECARE'S current personnel on CINGULAR specific
systems and applications, and provide the initial training of new ETELCARE
personnel for each CINGULAR program or Campaign.
CINGULAR shall provide a Training Contact to act as the single point-of-contact
for ETELECARE'S Training Manager. The CINGULAR Training Contact will work with
the ETELECARE Training Manager to create the written test, certification test,
and program or Campaign-specific requirements. In support of the initial
implementation, CINGULAR will provide an electronic copy of training materials
to ETELECARE a minimum of fifteen (15) business days prior to the beginning of
training for incorporation into the ETELECARE'S training modules and on-line
knowledge management system.
1. ETELECARE RESPONSIBILITIES
A. ETELECARE shall train its personnel at
ETELECARE'S facilities.
B. ETELECARE shall provide hardcopy materials
as required for individual classes.
C. The training classes will include, but are
not limited to, the following CINGULAR
approved materials:
12/11/2006 CINGULAR WIRELESS and ETELECARE Confidential Page 11 of 38
***CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION.
(1) *** specific to CINGULAR
(2) *** on the *** or ***
(3) *** training
(4) *** training
(5) ***
(6) *** test
(7) *** by ETELECARE'S *** (*** test)
(8) *** of test
(9) *** and *** session
D. Prior to allowing ETELECARE *** to *** the
***, ETELECARE will *** their *** to *** the
*** and *** of *** and *** as outlined in
the *** by ETELECARE and *** by CINGULAR.
E. After at least *** business day of ***,
ETELECARE will *** each *** to *** test and
*** test with *** as defined in the Campaign
Delivery Package. ETELECARE will provide a
summary of scores by agent, for all program
or Campaign training, upon request from
CINGULAR.
F. ETELECARE'S TSRs will also take and pass,
with a minimum score as defined in the
Campaign Delivery Package, an oral
Certification test of their presentation
skills and comprehension of CINGULAR'S
Product and Service benefits and features.
G. Once ***, ETELECARE *** the *** on the ***
before *** any *** or *** for ***. This ***
will include *** and the *** to *** while
still *** a *** with the ***.
H. Provide *** for any *** on *** who is *** to
***. ETELECARE will not *** for such ***.
B. NEW PROGRAM OR CAMPAIGN TRAINING
For training required by changes to programs or new Campaigns, CINGULAR will
make every effort to have the required information documented and communicated
to ETELECARE five (5) business days prior to the program or Campaign start date.
The CINGULAR Training Contact will provide relevant and specific training
materials in electronic form.
XIII. SALES ORDERS, VALIDATION, DIGITAL RECORDING, STORAGE, RETRIEVAL, AND
ACCEPTANCE
A. ETELECARE will *** every *** and *** the *** for a *** year period
from the *** of the *** or ***. If a *** for the ***, an ETELECARE *** must ***
the *** and *** or the *** must *** to the *** and *** the *** and *** a *** to
*** the ***. In all *** must *** their *** on the ***. CINGULAR may *** as ***
as ***. ETELECARE will *** and *** the *** using any of the following ***, or
*** of ***. ETELECARE will *** to *** within *** hours of *** for ***.
12/11/2006 CINGULAR WIRELESS and ETELECARE Confidential Page 12 of 38
***CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION.
B. ETELECARE will ***% of the Inbound *** and ***% of the Outbound
Sales Order Confirmation records prior to the *** day following the *** to ***
that a ***. Should a *** exceed ***%; ETELECARE will ***, at its ***, an ***% of
that *** sales until the *** below ***%. Should CINGULAR want more than ***%
***; ETELECARE will *** the *** as defined in Appendix A "Charges" attached
hereto.
C. ETELECARE will randomly audit sales orders for completeness and
accuracy prior to transmission to CINGULAR. ETELECARE will call back for
verification prior to shipment those Customers whose sales orders are incorrect
or are deemed questionable as to the Customer's understanding.
D. ETELECARE will provide, on a daily basis, written feedback to
supervisors describing any discrepancies on the part of the TSR during
recording. Supervisors will discuss such discrepancies with the TSR within
twenty-four (24) hours from occurrence, and both the supervisor and TSR will
sign off on the discrepancy sheet to verify that the discussion took place.
ETELECARE will take remedial action with any TSR who shows discrepancies within
twenty-four (24) hours of the discussion, and such remedial action will result
in immediate correction of the discrepancies identified.
E. ETELECARE shall use the CINGULAR'S on-line data entry functions to
process Customer purchases of Products and/or Services.
XIV. QUALITY ASSURANCE, CUSTOMER COMPLAINTS, AND MONITORING
A. QUALITY ASSURANCE
1. During the term of the Agreement and this ORDER, ETELECARE
will assure quality in the Telemarketing Services provided, as mutually agreed
to by CINGULAR and ETELECARE in the performance of ETELECARE'S obligations under
this ORDER.
2. ETELECARE will conduct weekly meetings with focus groups as
instructed by the Campaign Delivery Program: including TSRs, supervisors,
ETELECARE'S Quality Assurance Department, ETELECARE'S Training Department, and
the Account Manager to obtain detailed feedback and recommendations on the
current CINGULAR Telemarketing program or Campaign. Such suggestions may
include, but are not limited to: ***, and *** of the ***. The ETELECARE *** and
any *** into a *** and *** to the ***.
B. CUSTOMER COMPLAINTS
1. ETELECARE will resolve Customer complaints according to
CINGULAR policies and report the resolution to CINGULAR'S Quality Assurance
Contact within *** hours from the date of the complaint.
2. Upon CINGULAR' request, ETELECARE will provide a *** to
obtain *** on *** such as ***, or ***. Appendix attached hereto details the
charges for this service.
C. MONITORING
12/11/2006 CINGULAR WIRELESS and ETELECARE Confidential Page 13 of 38
***CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION.
1. ETELECARE will use its Quality Assurance Department to
insure TSR quality standards. ETELECARE will use personnel acting as "Telephone
Monitors," who have the responsibility of ascertaining that all TSRs accurately
represent program or Campaign presentations. Additionally, the Telephone
Monitors will ensure that all TSRs represent all CINGULAR Product and Service
information with accuracy, professionalism, courtesy, and concern, and that each
TSR establishes a level of interest, comfort, and trust with each Customer
contact. ETELECARE will monitor the production and quality of *** a minimum of
*** telephone calls *** week for *** performing in excess of ***% of their ***
or *** times per *** for *** with a quality score below ***%. The Telephone
Monitor will complete the *** documented in Appendix F ("Quality Monitoring
Form") attached hereto that *** the *** on the ***. ETELECARE will *** of the
*** in the *** and give a *** of the *** to the ***. In the event the TSR fails
the monitoring session with a score of less than *** percent (***%), the
Telephone Monitor will talk to the TSR and explain *** they *** and *** they ***
to *** to ***. The TSR will be *** to *** the ***.
2. ETELECARE will provide a *** to enable *** to call, from
any location, and *** in *** to the *** on *** or ***. ETELECARE will not inform
agents or team leads *** of ***.
3. ETELECARE will provide *** with *** and *** at least ***
week prior to the *** date of each *** or ***.
4. ETELECARE will designate a Telephone Monitor to be present
and who will be prepared to conduct all scheduled monitoring sessions. All
monitoring sessions will begin promptly at the scheduled times.
5. ETELECARE will provide Inbound & Outbound recorded calls on
a monthly basis, per quantity request from CINGULAR'S Quality team, and post
such information to the FTP site for CINGULAR personnel to utilize for
monitoring purposes. CINGULAR will score Inbound and Outbound calls and provide
an independent assessment of the overall program call quality and average scores
monthly. This independent scoring will be utilized to measure ETELECARE'S
performance against the minimum quality score threshold of ***%.
XV. REFERRALS TO CINGULAR
ETELECARE may receive Customer requests for repairs or for merchandise
and labors that CINGULAR has not authorized ETELECARE to sell or support.
CINGULAR will furnish ETELECARE with detailed and specific written instructions
concerning how TSRs must manage these requests.
A. ETELECARE RESPONSIBILITIES
ETELECARE will refer all such requests to CINGULAR and will provide CINGULAR
with the following information on the day in which such requests arise:
1. Customer's name
2. Customer's address
3. Customer's wireless telephone number
4. A specific description of the matter
12/11/2006 CINGULAR WIRELESS and ETELECARE Confidential Page 14 of 38
***CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION.
Strict adherence to CINGULAR'S instructions regarding referrals is a material
term of the Agreement and this Order. ETELECARE will provide Inbound & Outbound
recorded calls on a monthly basis, per quantity request from CINGULAR Quality
team, and post to the FTP site for CNG personnel to utilize for monitoring
purposes. CINGULAR will score inbound and outbound calls and provide an
independent assessment of the overall program call quality and average scores
monthly. This independent scoring will be utilized to measure ETELECARE'S
performance against the minimum quality score threshold of ***%.
XVI. PREMISE VISITS
In accordance with the Agreement, CINGULAR may visit any ETELECARE telemarketing
location during normal business hours. CINGULAR will select the visit dates and
ETELECARE locations at random, and CINGULAR will not be required to notify
ETELECARE in advance of such premise visits. In addition to activities permitted
in this Order, ETELECARE allows CINGULAR to observe the performance of any TSRs
providing Telemarketing Services covered by this Order and to interview the TSRs
representing CINGULAR'S products and services.
XVII. *** OF ***
CINGULAR has the right to request that ETELECARE *** any *** from *** in a ***
or *** for ***. CINGULAR'S *** may *** this *** by *** ETELECARE'S *** in *** to
*** a *** from its *** or ***. Thereafter, ETELECARE will *** such *** within
*** hours of ***.
XVIII. TELEMARKETING "DO NOT CALL FILE"
According to the Telephone Consumer Protection Act, ETELECARE will enter the
information of Customers who do not want to be contacted by telephone for the
purpose of selling CINGULAR'S Products and Services into a "Do Not Call File" or
"Do Not Call or Write File." ETELECARE will enter this information into
CINGULAR' billing systems at the time of Customer contact, and will not attempt
to contact such Customers thereafter.
XIX. RECORDKEEPING
ETELECARE will keep for a period of twenty-four (24) months from the
date the record is produced, the following records relating to its activities:
A. The name, any fictitious name used, the last known home address and
telephone number, and the job title(s) for all current and former employees
directly involved in providing the Services.
B. All verifiable authorizations required by the federal Trade
Commission rules regarding telemarketing activities.
XX. MULTIPLE VENDORS
CINGULAR may elect to have more than one supplier provide the Services.
In the event that CINGULAR awards Services to multiple supplier organizations,
ETELECARE will work cooperatively so that there is consistency in providing
Services to CINGULAR.
XXI. BILLING DETAIL
12/11/2006 CINGULAR WIRELESS and ETELECARE Confidential Page 15 of 38
***CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION.
The Agreement defines the process in which ETELECARE will provide an Invoice to
CINGULAR. In addition, ETELECARE will provide program or Campaign-level
electronic billing detail to the CINGULAR Invoice Contact and Campaign Contacts
according to the following schedule:
Report When What
------ ---- ----
*** Invoice The *** of *** previous end *** Pacific Time *** or ***
*** Billing The *** of *** following previous month end ***, and *** or *** since the ***
at *** Pacific Time
*** Billing Detail - *** of the *** Pacific Time ***, and *** or *** for the ***
Summary
*** Billing Detail *** after the *** of a *** or *** at the *** ***, and *** or *** for the ***
Section II.L.18
XXII. REMEDIES FOR NON-PERFORMANCE
The following remedies for non-performance apply on a per Campaign or program
basis and CINGULAR and ETELECARE will measure the Service Level on a bi-weekly
basis.
Penalty 1st Penalty 2nd Penalty 3rd
Consecutive Consecutive Consecutive
Service Level Matrix Goal Reporting Period Reporting Period Reporting Period
-------------------- ---- ---------------- ---------------- ----------------
Blocked Calls ***%
Actual >***% ***% ***% ***%
>***% ***% ***% ***%
>***% ***% ***% ***%
Abandoned Calls ***%
Actual >***% ***% ***% ***%
>***% ***% ***% ***%
>***% ***% ***% ***%
*** Report ***%
(*** go into *** after ***.
*** is due ***
Pacific Time the ***)
Actual <***% ***% ***% ***%
<***% ***% ***% ***%
<***% ***% ***% ***%
12/11/2006 CINGULAR WIRELESS and ETELECARE Confidential Page 16 of 38
***CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION.
Penalty 1st Penalty 2nd Penalty 3rd
Consecutive Consecutive Consecutive
Service Level Matrix Goal Reporting Period Reporting Period Reporting Period
-------------------- ---- ---------------- ---------------- ----------------
*** Score ***%
(*** will *** according to
the *** of the *** herein)
Actual <***% ***% ***% ***%
<***% ***% ***% ***%
<***% ***% ***% ***%
*** ***%
Actual <***% ***% ***% ***%
<***% ***% ***% ***%
<***% ***% ***% ***%
TOTAL *** OF *** ***% ***% ***%
XXIII. ADDITIONAL TERMS AND CONDITIONS
A. Appendix B (attached hereto as "Change Management") documents the
Change Management Form used to request changes to the scope of service required
under this Order. Each party must sign the Change Management Form in writing
prior to it becoming a valid contract document that amends this Order. This
Order and the Agreement complement each other; however, in the event of an
irreconcilable conflict in the terms between the documents, the provisions of
this Order will have precedence over the terms of the Agreement.
B. The authorized representatives sign below for their respective
organizations.
The Agreement, this Order and the Appendix(es) incorporated herein constitute
the entire agreement between the parties concerning the subject matter hereof,
and may not be amended except in a writing signed by both parties.
Cingular Wireless LLC eTelecare Global Solutions, Inc.
/s/ [Illegible] /s/ ▇▇▇▇▇▇▇▇ ▇. ▇▇▇▇▇▇▇▇▇
------------------------------------------------------- -----------------------------------------------------
Authorized Signature Authorized Signature
/s/ ▇▇▇▇▇▇▇ [Illegible] ▇▇▇▇▇▇▇▇ ▇. ▇▇▇▇▇▇▇▇▇
------------------------------------------------------- -----------------------------------------------------
Printed Name Printed Name
SVP VP -- Philippine Operations
------------------------------------------------------- -----------------------------------------------------
Title Title
2/28/07 January 16, 2007
------------------------------------------------------- -----------------------------------------------------
Date Date
12/11/2006 CINGULAR WIRELESS and ETELECARE Confidential Page 17 of 38
***CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION.
Agreement No.SG-TH120103-W02
APPENDIX A: Pricing Schedule - Effective November 1, 2006
Click on the imbedded Excel spread sheet to expand the ETELECARE pricing for
Cingular Wireless:
Description Pricing
----------- -------
TRAINING
1). *** Training $*** per hour
2). Attrition Training - not to exceed ***% $*** per hour
3). Representative Improvement Training $*** per hour
LABOR
1). Customer Service Representative $*** per hour
2). TSR (to hold TSR between campaigns) $*** per hour
3). Technical Facilitation $*** per hour
4). Bi-lingual $*** per hour
5). Holiday & Overtime $*** per hour
ANCILLARY SCHEDULE
Travel Expenses (pre-approved by Cingular) ***
Postage ***
Telecom ***
Material and Supplies ***
Online reporting ***
***CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION.
APPENDIX B
CAMPAIGN CHANGE MANAGEMENT FORM
Campaign Name:
Campaign Manager:
Reason for Request:
Proposed Change (YIN)
Cost
Schedule
Scope
Description of Proposed Change: (A description of the change being proposed and
the rationale for the change).
Associated Campaign Delivery Package / Change Requests: (The Campaign Delivery
Package and Change Requests contained within this project).
Schedule:
Approved Dates New Dates
-------------- ---------
Start Date
End Date
Project Labor:
(Estimate of effort, in person days, required by each organization to implement
the change)
Change Costs:
Approved Budget New Estimate
--------------- ------------
Total Labor Costs (from above) $ $
Non-Labor Costs:
Hardware $ $
Software $ $
Professional Services / Vendor Payments $ $
--------------- ------------
Change Cost Total $ $
=============== ============
12/11/2006 CINGULAR WIRELESS and ETELECARE Confidential Page 1 of 38
Accepted:
Cingular Wireless LLC eTelecare Global Solutions, Inc.
By: By:
--------------------------------------------------- -------------------------------------------------
Title: Title:
------------------------------------------------ ----------------------------------------------
Date: Date:
------------------------------------------------- -----------------------------------------------
12/11/2006 CINGULAR WIRELESS and ETELECARE Confidential Page 2 of 38
APPENDIX C: FORMATS
FINDER FILE - CMT LEAD FILE FORMAT, VERSION 4/17/06
WISDEM NAME DESCRIPTION EXAMPLE SQL DATA TYPE REQUIRED DATA
----------- ----------- ------- ------------- -------------
SID Customer sid 823 Decimal(16,0) Required
Svc Wireless Phone Number 8015501111 Decimal(16,0) Required
Svc_key Service's unique ID for WISDEM 756801 Decimal(16,0) Required
Acct Wireless Account Number 7100901457 Decimal(10,0) Required
Name Full Name of individual customer or user ▇▇▇ Customer Varchar(30) Required
Attn_line_1 Attention Line 1 C/O AT&T Varchar(30) Optional
Attn_line_2 Attention Line 2 Ste 200 Varchar(30) Optional
Street Street Address ▇▇▇ ▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇(▇▇) ▇▇▇▇▇▇▇▇
▇▇▇▇ ▇▇▇▇ ▇▇▇▇▇ ▇▇▇▇ Varchar(30) Required
State State Code UT Varchar(2) Required
Zip Zip 84020 Varchar(9) Required
SS_last_4 Last 4 numbers of SS 1234 Varchar(4) Required
Home_phone Home telephone # 8012665875 Varchar(10) Required
Work_phone Work telephone # 8013135555 Varchar(10) Required
Mkt_desc Market description Salt Lake City Varchar(40) Required
District_.deec District Description DIST: Utah Varchar(40) Required
3M_avg_rev Average 3 month revenue 124.99 Decimal(10,2) Required
3M_avg_mou Average 3 month minutes of use 1240 Int Required
Current_RP Current Rate Plan name DOR $99.99 F175 Varchar(30) Required
RP_access Current monthly access fee 99.99 Decimal(10,2) Required
RP included_mins Current rate plan included minutes 1000 Int Required
Contract_end_date Depicts the date on which current 12/01/03 Date Required
contract ends.
RP_REC_1 Recommended rate plan name 1 Varchar(30) Optional
RP_REC_.2 Recommended rate plan name 2 Varchar(30) Optional
Promo_offer_1 Actual Offer Given to Customer - See $50 Service Credit Varchar(100) Required
Cell Matrix
Promo_offer 2 Recommended promo or feature name Varchar(100) Optional
Cell Test Cell A Varchar(5) Required- If NULL must be
populated with a ZERO.
Subcell Test SubCell - Sub offer rolling up 1 Varchar(5) Required- If NULL must be
under main Test Cell populated with a ZERO.
Extract_date Date campaign data was extracted from 03/10/03 date Required
WISDEM
LTV Score LTV Score - Amt_Monthly_Margin 1500 Int Required- If NULL or not
available must be
populated with a ZERO.
12/11/2006 CINGULAR WIRELESS and ETELECARE Confidential Page 3 of 38
'
WISDEM NAME DESCRIPTION EXAMPLE SQL DATA TYPE REQUIRED DATA
----------- ----------- ------- ------------- -------------
LTV Value LTV Score Value-Amt_Potential_Margin VH Varchar(10) Required- If NULL or not
available must be
populated with "NA"
Data Rate Plan Current Data Rate Plan name AT&T Wireless Varchar(40) Optional
Mobile Internet
3M_avg_data 3-month average data usage 39.99 Decimal(10,2) Optional
Data Offer 1 Recommended Data Offer 1 One Month Free Varchar(50) Optional
Data Offer 2 Recommended Data Offer 2 Two Months Free Varchar(50) Optional
GSM Customer Flag Flag indicating that the current Y Varehar(2) Populate - 'N'
customer is a GSM customer
Macro Segment Macro Segment Small Business Varchar (20) Populate
RESPONDER FILE
ETELECARE warrants that the responder data shall follow the specified format.
Errors result from improperly formatted data which condition is unacceptable to
CINGULAR. The file format shall be tab-delimited between fields and CR/LF
between records. Comma separated files (CSV) can be used only if embedded commas
are removed. Commas, even within quoted text, are unacceptable. To prevent
problems with commas, ETELECARE will use an alternate delimiter such as a
semicolon or tilde.
COLUMN NAME DATA TYPE REQUIRED/OPTIONAL
----------- --------- -----------------
User ID varchar(50) e.g. BRC, IVR Required
Date date(yyyy/mm/dd) Required
Time time(hh:mm:ss) Required
Campaign Contact Type varchar(20) Required
Disposition varchar(5) Required
Reason varchar(75) Optional
Offer Support Code varchar(20) Optional
Svc Key decimal(16,O) Required
12/11/2006 CINGULAR WIRELESS and ETELECARE Confidential Page 4 of 38
APPENDIX D: PERFORMANCE MEASUREMENT AND REPORTING
Real-time
Measure Definition Measurement Objective Measure Historic
------- ---------- ----------- --------- ------- --------
Offered Calls Measures the Inbound: None For each For each Campaign, report
number of (Offered Calls - Test Calls) Campaign by half-hour increment
originating for previous day with
telephone calls summaries by week, month,
offered to the quarter, and year
IVR and the ACD.
Service Measures the Inbound: *** Alert on For each Campaign, report
Availability availability of All Trunks Busy -*** - event by half-hour increment
supporting Outbound: *** for previous day with
systems. All Trunks Busy Computer system - calls summaries by week, month,
Time system available for use *** - quarter, and year Service
***.0% Availability for Computer
***1 system is measured over a
one (1) month period.
Abandoned Calls, Measures the Inbound: *** For each For each Campaign, report
Immediately number of Abandoned Calls, Immediately Campaign by half-hour increment
Customers who for previous day with
hang up before summaries by week, month,
queuing. quarter, and year
IVR "Opt-out" A peg-count Inbound: *** None For each Campaign, report
Point measure of the Welcome by counter by day
point the in IVR Enter MIN
script where the Enter SSN
Customer Offer Selection
"opts-out" or Offer Confirmation
hangs-up.
IVR "Opt-out" Measures the Inbound: *** For each For each Campaign, report
Percentage number of (IVR Calls that "opt-out" of Campaign by half-hour
Customers who do
not
1 AT&T Wireless computer systems are the responsibility of AT&T Wireless.
ETELECARE computer systems are the responsibility of ETELECARE.
12/11/06 CINGULAR WIRELESS and ETELECARE Confidential Page 5 of 38
***CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION.
Real-time
Measure Definition Measurement Objective Measure Historic
------- ---------- ----------- --------- ------- --------
complete their IVR / IVR Calls) * (100) increment for previous day
IVR transaction. with summaries by week,
month, quarter, and year
Already Accepted Measures the Inbound: Already Accepted *** For each For each Campaign, report
number of Campaign by half-hour increment for
Customers who previous day with
call but who have summaries by week, month,
already accepted quarter, and year
their offer.
IVR Completions Measures the Inbound: IVR Completions *** For each For each Campaign, report
number of Campaign by half-hour increment for
Customers who use previous day with
the IVR to accept summaries by week, month,
their offer. quarter, and year
Transfer to Measures the Inbound: IVR, Transfers to TSR *** For each For each Campaign, report
Agent (Received number of Campaign by half-hour increment for
Calls) telephone calls previous day with
transferred from summaries by week, month,
the IVR. quarter, and year
After Hours Measures the Inbound: After Hours Message *** For each For each Campaign, report
Message number of Campaign by half-hour increment for
Customers who previous day with
hear the After summaries by week, month,
Hours Message. quarter, and year
Answered Measures the Inbound: Handled Calls, *** For each For each Campaign, report
Immediately number of Immediately Campaign by half-hour increment for
Customers calls previous day with
immediately summaries by week, month,
answered by TSRs. quarter, and year
12/11/06 CINGULAR WIRELESS and ETELECARE Confidential Page 6 of 38
***CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION.
Real-time
Measure Definition Measurement Objective Measure Historic
------- ---------- ----------- --------- ------- --------
Abandoned Calls Measures the Inbound: Abandoned Calls, After *** For each For each Campaign, report
number of Queuing Campaign by half-hour increment
Customers who for previous day with
hang up while in summaries by week, month,
queue. quarter, and year
Abandoned Call Measures the Inbound: (Abandoned Calls, After ***% For each For each Campaign, report
Percentage percentage of Queuing / Received Calls) * (100) Campaign by half-hour increment
callers who for previous day with
abandon. summaries by week, month,
quarter, and year
Average Time to Measures at what Inbound: (Queue Time Before *** For each For each Campaign, report
Abandon point in time, Abandoning) I (Abandoned Campaign by half-hour increment
on average, that Interactions, After Queuing) for previous day with
a caller summaries by week, month,
abandons the quarter, and year
queue.
Answered After Measures the Inbound: Handled Calls, After *** For each For each Campaign, report
Queuing number of Queuing Campaign by half-hour increment
Customers calls for previous day with
answered by TSRs summaries by week, month,
after queuing. quarter, and year
Average Time in Measures the Inbound: (Queue time) I (Handled *** _ For each For each Campaign, report
Queue average time a Calls, After Queuing) Campaign by half-hour increment
Customer spends for previous day with
in queue. summaries by week, month,
quarter, and year
Longest Time In Measures the Inbound: Maximum Delay *** _ For each For each Campaign, report
Queue maximum time a Campaign by half-hour increment
Customer is in for previous day with
queue. summaries
12/11/06 CINGULAR WIRELESS and ETELECARE Confidential Page 7 of 38
***CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION.
Real-time
Measure Definition Measurement Objective Measure Historic
------- ---------- ----------- --------- ------- --------
by week, month , quarter
and year
Average Speed of Measures the Inbound: (Queue time) I (Received *** For each For each Campaign, report
Answer average time to Calls) Campaign by half-hour increment
answer a for previous day with
telephone call. summaries by week, month,
quarter, and year
Average Talk Time Measures the Inbound: (Talk Time + Hold Time) *** For each For each Campaign, report
average time a / (Handled Calls, After Queuing + Campaign by half-hour increment
Customer spends Handled Calls, Immediately) for previous day
on hold or Outbound: (Talk Time + Hold Time) with summaries by week, month,
talking with a / (Right Party Contacts) quarter, and year
TSR.
Average Handle Measures the Inbound: (Queue time + Talk Time *** For each For each Campaign, report
Time average time + Hold Time + After Call Work Campaign by half-hour increment
TSRs spend on a Time) / (Handled Calls, After for previous day with
telephone call. Queuing + Handled Calls, summaries by week, month,
Immediately) Outbound: (Talk Time quarter, and year
+ Hold Time) / (Right Party
Contacts)
Conversions Measures the Inbound: Conversions Outbound: *** For each For each Campaign, report
number of offer Conversions Campaign by half-hour increment
accepts. for previous day with
summaries by week, month,
quarter, and year
Agent Measures Inbound: Inbound: For each For each Campaign,
contacts that
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***CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION.
Real-time
Measure Definition Measurement Objective Measure Historic
------- ---------- ----------- --------- ------- --------
Conversion conclude in the (Conversions / Received Calls) As Campaign report by half-hour
Percentage acceptance of the * 100 defined increment for previous day
offer. Outbound: for each with summaries by week,
(Conversions / Right Party Campaign month, quarter, and year
Contacts) * 100 in the
specific
Campaign
Delivery
Package
Outbound:
As
defined
for each
Campaign
in the
specific
Campaign
IVR Completion Measures the Inbound: (IVR Completions / IVR *** For each For each Campaign, report
Percentage percentage of Calls) Campaign by half-hour increment for
Customers who previous day with
use the IVR to summaries by week, month,
accept their quarter, and year
offer.
TSR Payroll Hours Measures the Inbound: Inbound TSR Payroll *** For each For each Campaign, report
hours worked by Hours Outbound: Outbound TSR Campaign by half-hour increment for
TSRs. Payroll Hours previous day with
summaries by week, month,
quarter, and year
Dialed Calls Measures the Outbound: Dialed Calls *** For each For each Campaign, report
number of Campaign by half-hour increment for
telephone calls previous day with
dialed for a summaries by week, month,
specific quarter, and year
outbound
campaign.
Non- Transferred Measures the Outbound: Total for *** For each For each Campaign, report
Calls reasons Dialed Non-Transferred Calls with Campaign by half-hour increment for
Calls are not peTelecare counts for: Invalid previous day with
transferred to Signal, FAX Tone, Busy, No summaries by week, month,
TSRs. Answer, Voice Mail Box, or quarter, and year
Abandoned Call
Non- Measures the Outbound: *** For each For each Campaign,
percentage
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***CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION.
Real-time
Measure Definition Measurement Objective Measure Historic
------- ---------- ----------- --------- ------- --------
Transferred of Dialed Calls (Non-Transferred Calls/ Dialed Campaign report by half-hour
Percentage for a specific Calls) * 100 increment for previous day
campaign that are with summaries by week,
not transferred month, quarter, and year
to a TSR.
Wrong Numbers Measures the Outbound: Wrong Numbers *** For each For each Campaign, report
number of Dialed Campaign by half-hour increment for
Calls that are to previous day with
a wrong number. summaries by week, month,
quarter, and year
Right Party Measures the Outbound: Right Party Contact *** For each For each Campaign, report
Contact number of Dialed Campaign by half-hour increment for
Calls that previous day with
transfer to a TSR summaries by week, month,
that reach the quarter, and year
person legally
able to make a
decision.
Right Party Measures the Outbound: (Right Party Contact / *** For each For each Campaign, report
Contact percentage of (Dialed Calls - Non- Transferred Campaign by half-hour increment for
Percentage Right Party Calls - Wrong Numbers)) * 100 previous day with
Contacts to summaries by week, month,
Dialed Calls that quarter, and year
transfer to a TSR
and reach to
person legally
able to make a
decision.
Scheduled Call Measures the Outbound: Scheduled Call Backs *** For each For each Campaign, report
Backs number of Dialed Campaign by half-hour increment for
Calls to a Right previous day with
Party Contact summaries by week, month,
that result in quarter, and year
scheduling a
future call to
complete the
offer.
Completed Offers Measures the Outbound: Completed Offers *** For each For each Campaign, report
number of Dialed Campaign by half-hour increment for
Calls to a Right previous day with
Party Contact summaries by week, month,
where the TSR
completes the
offer.
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***CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION.
Real-time
Measure Definition Measurement Objective Measure Historic
------- ---------- ----------- --------- ------- --------
quarter, and year
Completed Measures the Outbound: (Completed Offers / *** For each For each Campaign, report
Offers percentage of Right Party Contacts) * 100 Campaign by half-hour increment
Percentage Completed Offers for previous day with
to a Right Party summaries by week, month,
Contact. quarter, and year
Contacts Per Measures the _ Inbound: Received Calls / *** For each For each Campaign, report
Hour number of Inbound TSR Payroll Hours Campaign by half-hour increment
contacts each TSR Outbound: Right Party Contact / for previous day with
completes per Outbound TSR Payroll Hours summaries by week, month,
hour. quarter, and year
Average Measures the Outbound: (Available Time / *** For each For each Campaign, report
Available Time average time a (Dialed Calls - Non-Transferred Campaign by half-hour increment
TSR was ready to Calls - Wrong Numbers)) for previous day with
accept Calls, but summaries by week, month,
was not currently quarter, and year
involved in Call
work
List Penetration Measures the Outbound: ((F Dialed Calls) / *** For each For each Campaign, report
completion ((Start List Size) - (F Non-Right Campaign by half-hour increment
percentage of an Party Contact) - (F Wrong Numbers) for previous day with
outbound call - (E Right Party Contact))) * 100 summaries by week, month,
list. quarter, and year
BRC Scans Measures the BRCs Scans *** None For each Campaign, report
number of BRCs by day with summaries by
scans completed. week, month, quarter, and
year
BRC Carry-over At the end of the BRC Carry-over *** None For each Campaign, report
day, measures the by day with summaries by
number of BRCs week,
carried over from
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***CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION.
Real-time
Measure Definition Measurement Objective Measure Historic
------- ---------- ----------- --------- ------- --------
one day to the month, quarter, and year
next.
BRC - Received Measures the BRC Received *** None For each Campaign, report
number of BRCs by day with summaries by
received per day. week, month, quarter, and
year
Manual At the end of MP Carry-over *** None For each Campaign, report
Provisioning - the day, by end-of-day with
Carry-over measures the summaries by week, month,
number of manual quarter, and year
provisioning
records carried
over from one
day to the next.
MP Carry-over
Manual Measures the MP Received *** None For each Campaign, report
Provisioning - number of manual by day with summaries by
Received provisioning week, month, quarter, and
records received year
per day. MP
Received
Provisioned Measures the Provisioned *** None For each Campaign, report
number of by day with summaries by
completed Manual week, month, quarter, and
Provisioning year
records.
Exception - Measures the ECA *** None For each Campaign, report
Cancelled number of by day with summaries by
Accounts cancelled week, month, quarter, and
accounts among year
the Manual
Provisioning
records.
Exception - Measures the EAP *** None For each Campaign, report
Already number of by day with summaries by
Provisioned already week, month, quarter, and
provisioned year
accounts among
the Manual
Provisioning
records.
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***CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION.
Real-time
Measure Definition Measurement Objective Measure Historic
------- ---------- ----------- --------- ------- --------
Exception - Measures the EIRP *** None For each Campaign, report
Invalid Rate Plan number of invalid by day with summaries by
/ Promo / Feature rate plan or week, month, quarter, and
promotion or year
features among
the Manual
Provisioning
records.
Exception - Measures the EDR *** None For each Campaign, report
Duplicate number of by day with summaries by
Records duplicate week, month, quarter, and
records accounts year
among the Manual
Provisioning
records.
Exception - Measures the EUR *** None For each Campaign, report
Unworkable number of by day with summaries by
Record unworkable week, month, quarter, and
records accounts year
among the Manual
Provisioning
records.
Manual Measures the (Provisioned + ECA + EAP + EIRP + *** None For each Campaign, report
Provisioning - number of manual EDR + EUR) by day with summaries by
Resolved provisioning week, month, quarter, and
records year
completed. MP
Resolved
MP Payroll Hours Measures the MP Payroll Hours *** For each For each Campaign, report
hours worked by Campaign by half-hour increment
manual for previous day with
provisioning summaries by week, month,
personnel. quarter, and year
MP Records per Measures the (MP Resolved / MP Payroll Hours) *** For each For each Campaign, report
Hour average number Campaign by half-hour increment
of manual for previous day with
provisioning summaries by week, month,
records worked quarter, and year
per hour.
Data Entry Measures the (Data Entry Errors) / (Provisioned *** None For each Campaign, a
Errors per percent and / 1000) weekly report with
rework in the
center. Also
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***CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION.
Real-time
Measure Definition Measurement Objective Measure Historic
------- ---------- ----------- --------- ------- --------
1,000 Pieces of reports on the Types of Errors: peg count summaries by month,
Work types of errors. quarter, and year
On-time Manual Measures the Based on Priority Plan in the *** None For each Campaign, a
Processing number of Campaign Delivery Package late weekly report with
manually processed summaries by month,
processed records quarter, and year
records that
were processed
by priority
On-time Report Measures the (On-time Reports / Total Reports) *** None Report by day with
Generation percentage of * 100 summaries by week, month,
on-time quarter, and year
generation of
reports.
Contact Quality Assigns a value Call Quality Score For *** None For each Campaign, a
Score to the quality - *** weekly report with
of individual summaries by month,
contacts. quarter, and year
Monitored Call Measures the For each TSR: (Weekly Monitored *** None For each Campaign, a
Percentage ratio of Calls I Weekly Received Calls) * telephone weekly report with
monitored calls (100) calls summaries by month,
to received per *** quarter, and year
calls. for ***
performing
in
excess
of ***%
of
their
*** or
***
times
per ***
for ***
with a
***
below
***%.
Sales A measure of (Sales I Received Calls) * 100 *** For each For each Campaign, report
contacts that Campaign by half-hour increment
result in the for previous day with
sale of summaries by week, month,
ancillary items quarter, and year
or agreements.
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***CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION.
APPENDIX E: CAMPAIGN DELIVERY PACKAGE
SAMPLE SENT
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***CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION.
APPENDIX F: QUALITY MONITORING FORM
CATEGORY SCORE /
# QA DETAIL DETAIL OUT OF
- --------- ------ ------
***
***
***
***
***
***
***
***
I. ***
1 *** using ***, *** the *** and *** if ***
2 *** the ***, *** such as ***
II. *** AND *** THE ***
3 *** and *** the *** that *** to the *** and/or the
*** of the ***
4 *** of the *** to ***. *** to *** in *** to ***, if
***. *** to ***, *** and ***.
5 *** and *** with *** on ***. *** & *** if ***.
6 *** with ***
7 *** an ***
III. ***
7 *** to ***
8 *** to *** to ***. *** with ***.
IV. ***
9 *** and ***
10 ***
V. ***
11 *** and ***: *** and ***. *** to *** and *** if ***. *** and *** and ***.
*** and ***: *** of $***. *** on *** including ***.
12 ***: *** for *** (*** if ***). *** for *** and *** for ***. *** for ***:
"*** be *** to *** this ***" "Is this ***?" (*** a ***) *** or *** be ***
be *** may *** at the ***.
13 *** & ***:
*** (or *** if ***) and *** or ***. For *** to ***,
you *** the *** to *** the *** it is a ***. ***.
14 ***: *** to *** a *** and *** to *** in *** to the ***. *** to ***; ***
to ***. *** to *** the *** and *** and ***. *** and *** is *** the ***.
*** if ***, the *** will ***. *** that *** their *** from ***. If the ***
15 *** for ***: *** of ***: *** or ***.
16 *** & ***: *** all *** and *** or *** for ***
17 ***: *** of the *** to ***
VI. ***
18 *** any ***; or ***.
19 ***
20 ***
21 *** the ***
22 ***, no ***
VII. ***
23 *** the ***.
24 *** the *** if ***
25 *** and *** were *** with ***
TOTAL
*** CATEGORIES
***there an ***? If *** which ***.
1 Does ***; (***) ***
2 Does *** (***). ***
3 *** the *** to *** or *** a *** ***
4 *** and/or *** and/or *** the *** ***
5 *** on *** ***
6 *** the *** to *** in a *** ***
7 *** to *** ***
POINTS AVAILABLE: ***
POINTS RECEIVED: ***
TOTAL PERCENTAGE: ***%
***CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION.
APPENDIX G: GLOSSARY
TERM DEFINITION VALUE
---- ---------- -----
Abandoned Calls, After For Inbound programs or Campaigns, the number of Customers that abandon after #
Queuing queuing
Abandoned Calls, For Inbound programs or Campaigns, the number of Customers that abandon #
Immediately immediately
After Call Work Time For Inbound or Outbound programs or Campaigns, the time that a #, time
TSR spends to complete the Call after the Customer hangs-up interval
After Hours Message For Inbound programs or Campaigns, the number of Customers #
who receive an IVR message that they cannot transfer to a TSR because
it is outside of office hours
All Trunks Busy Time that all members of a specific trunk group were in use #, time stamp
Already Accepted For Inbound programs or Campaigns, the
number of Customers who receive an IVR message #
that they had already accepted their offer
Available Time For Inbound or Outbound programs or Campaigns, the time a TSR was ready to #, time interval
accept Calls, but was not currently involved in Call work
Business Response Card For Inbound programs or Campaigns, the number of pieces of work pending for #
Carry-over Business Response Card processing
Business Response Card For Inbound programs or Campaigns, the number of pieces of work received for #
Received Business Response Card processing
Business Response Card For Inbound programs or Campaigns, the number of pieces scanned for Business #
Scans Response Card processing
Call Quality Score A numeric value assigned by Quality Assurance to indicate the quality of #
service for a given Call
Completed Offers For Outbound programs or Campaigns, the number of Customers who heard a #
complete offer from a TSR
Conversions For Inbound or Outbound programs or Campaigns, the number of program or #
campaign offer accepts
Data Entry Errors For Manual Provisioning Campaigns, the number of data entry errors #
Dialed Calls For Outbound programs or Campaigns, the number of telephone calls placed during #
a specified time period
Exception - Already For Manual Provisioning Campaigns, the number of records already provisioned #
Provisioned
Exception - Cancelled For Manual Provisioning Campaigns, the number of records for cancelled accounts #
Account
Exception - Duplicate For Manual Provisioning Campaigns, the number of duplicate records #
Record
Exception - Invalid Rate For Manual Provisioning Campaigns, the number of
Plan / Promo I Feature records for invalid rate plans, promotions, or features #
Exception - Unworkable For Manual Provisioning Campaigns, the number of unworkable records #
Record
Handled Calls, After For Inbound programs or Campaigns, the number of Calls handled after queuing #
Queuing
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TERM DEFINITION VALUE
---- ---------- -----
Handled Calls, Immediately For Inbound programs or Campaigns, the number of Calls handled immediately #
Hold Time For Inbound programs or Campaigns, the time a Customer spends on hold #, time
interval
Inbound TSR Payroll Hours For Inbound programs or Campaigns, the number of payroll hours paid to TSRs #
IVR Calls For Inbound programs or Campaigns, the number of Calls answered by the IVR #
IVR Calls "Opt-out" Point For Inbound programs or Campaigns, a peg-count of what point in the IVR script #, for
Customers "opt-out. These pointers include the following: Welcome, Enter MIN, Enter each
SSN, Offer Selection, and Offer Confirmation. counter
IVR Calls For Inbound programs or Campaigns, the number of Calls where the caller #
That"Opt-out" of the "opts-out" of the IVR
IVR
IVR Completions For Inbound programs or Campaigns, the number of Customers who use the IVR #
to accept their offer
IVR Transfers to TSR For Inbound programs or Campaigns, the number of Calls that transfer from the IVR #
to a TSR
Manual Provisioning Payroll For Manual Provisioning Campaigns, the number of payroll hours paid for data entry #
Hours
Manual Provisioning Carry-over For Manual Provisioning Campaigns, the number of pieces of work pending #
Manual Provisioning Received For Manual Provisioning Campaigns, the number of pieces of work received #
Maximum Delay For Inbound programs or Campaigns, a peg count of the maximum time, in seconds, #, time
that a caller waits for a TSR to answer interval
Non-transferred Calls For Outbound programs or Campaigns, the number of dialed calls not transferred to a #
TSR
Non-transferred Calls Pointers For Outbound programs or Campaigns, a peg-count of why a dialed call was not #, for
transferred to a TSR. These pointers include the following: Invalid Signal, FAX each
Tone, Busy, No Answer, Voice Mail Box, counter and Abandoned counter
Offered Calls For Inbound programs or Campaigns, the number of offered Calls #
On-time Reports Number of billing detail, invoice, or performance reports delivered on #
Outbound TSR Payroll Hours For Outbound programs or Campaigns, the number of payroll hours paid to TSRs on #
outbound programs or Campaigns
Provisioned For Manual Provisioning Campaigns, the number of completed Manual #
Provisioning records.
Queue Time For Inbound programs or Campaigns, the time an Customer spends in queue before a #, time
Service Representative handles the Call interval
Queue Time Before For Inbound programs or Campaigns, the time an Customer spends in queue before #, time
Abandoning the caller abandons interval
Queued Calls For Inbound programs or Campaigns, the number of queued Calls #
Received Calls For Inbound programs or Campaigns, the number of received Calls #
Right Party For Outbound programs or Campaigns, the number of dialed calls #
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TERM DEFINITION VALUE
---- ---------- -----
Contacts .answered by the person legally able to make a decision
Sales Number of program or Campaign contacts resulting in the sale of ancillary #
equipment or agreements
Scheduled Call Backs For Outbound programs or Campaigns, the number of dialed calls where the TSR #
schedules a call back with the Customer to complete their discussion of the offer
Start List Size For Outbound programs or Campaigns, the starting size of the calling list #
Talk Time For Inbound or Outbound programs or Campaigns, the time during an Call that a TSR #, time
spends "talking" interval
Test For Inbound programs or Campaigns, the number of telephone calls #
Calls placed for test purposes
Total Reports Total number of billing detail, invoice, or performance reports for a specified time #, time
interval interval
Weekly Monitored Calls For Inbound or Outbound programs or Campaigns, the number of Calls monitored per #
week for quality assurance
Weekly Received Calls For Inbound or Outbound programs or Campaigns, the number of #
Received Calls per week
Wrong Numbers For Outbound programs or Campaigns, the number of dialed calls to wrong #
numbers
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