This document contains statistics and trends related to customer experience and service improvement efforts at a company. It includes metrics on service requests, incidents, and customer experience trends over time. Meetings are being held regularly to review progress, and actions are being taken such as assigning requests to engineers and notifying agents of missed service level targets to improve customer service.

1. 1 Presentation name
Customer Experience Review
January 2018

2. 2 Presentation name
Customer Experience Review – Statistics
Customer Experience Management
11 163 13 245 15 831 11 278 13 402 13 313 13 567 12 495 11 843 12 723 12 087 8 144 7 649
85%
83% 84% 83% 84%
77%
75%
54%
89% 88% 87%
90%
93%
Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18
Service Requests
20 236 19 370 22 689 15 800 20 564 19 730 19 580 19 392 16 968 20 554 19 786 11 797 15 256
62%
56%
60% 59%
61%
71%
55%
59%
62%
58% 57%
61%
64%
Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18
Incidents P4

3. 3 Presentation name
Customer Experience Review - Trends
Customer Experience Management
Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18
Contact Centre Agent Bundle 29% 32% 34% 42% 69% 23% 15% 18% 53% 63% 84% 52% 84%
Installation of Existing Peripheral Hardware 66% 68% 63% 50% 57% 79% 66% 35% 57% 51% 78% 86% 95%
Avaya Backoffice Extension 37% 14% 47% 86% 0% 6% 0% 22% 73% 35% 28% 25% 79%
Avaya Pin Codes 53% 24% 28% 63% 45% 21% 0% 24% 74% 95% 77% 60% 62%
Avaya ACD Changes 79% 49% 70% 82% 64% 32% 70% 7% 79% 83% 57% 84% 46%
Avaya Hunt Group 63% 0% 40% 33% 13% 17% 0% 91% 86% 25% 100% 80% 0%
CODE SUMMARY Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18
CCI LI CCI took late in-hand or work in progress too
long
17 12 8 4
LAN LI Lan took late in-hand or work in progress too
long
1 1
NASH L Nashua late in attending to the request or
late closure
6
BYTES L Bytes late in attending to the request or late
closure
DAT LI Data sec took late in-hand or work in
progress too long
DESIGN Flow incorrect
EDW LI EDW TECH took late in-hand or work in
progress too long
FCR LA FCR assigned late to Bytes or late closure
FCR LA L FCR assigned late to lan or late closure
FCR LI FCR took late in-hand or work in progress too
long
INCIDENT Should have been logged as an incident
Total
Breached
Count
% Breached
(Req)
% Achieved
(Req)
INF LA Infosec ops1 assigned late to Network sec or
late closure
Oct-17 28 17 65% 35%
INVALID Invalid request for Peripheral hardware
Nov-17 20 13 72% 28%
KZN LI KZN REGION-SERVER OPS SUPPORT took
late in-hand or work in progress too long
Dec-17 19 9 75% 25%
LAN LA Lan assigned late to Bytes or late closure
Jan-18 29 4 21% 79%
0
5
10
15
20
25
30
35
40
45
CCI took late in-hand or work in
progress too long
Lan took late in-hand or work in
progress too long
Nashua late in attending to the
request or late closure
17
12
1
8
1
6
4
Avaya Backoffice Extension
Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18

4. 4 Presentation name
Customer Service Improvement
Customer Experience Management
SIP
- CCI services SIP has been submitted and signed off. The measurement
period starts from the 1st of February 2018.
- Every afternoon, CCI Service request report is extracted from HPSM (IT
Service Manager). Unassigned Mac Requests are assigned to the Avaya
engineers. In the morning before the 08h30 meeting, a new report for
Service requests is extracted from HPSM. Unassigned requests are assigned
to the CCI engineers to action.
REVIEW 15 February 2018
*Issues with integration has had a negative impact on providing the service
*BCX unable to reassign for headsets (testing in progress)
*Breach notifications are actioned timeously
*First week of February there were issues with call cutting which caused
excessive incidents
REVIEW 14 March 2018
*Agent notifications for OLA breaches the escalation happens immediately
*Nashua closing tasks on ITSM and not happening on HPSM
45%
0%
20%
40%
60%
80%
100%
Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18
Contact Centre Agent Bundle
Current Status Desired Status

5. 5 Presentation name
Customer Service Improvement
Customer Experience Management
SIP
- CCI services SIP has been submitted and signed off. The measurement
period starts from the 1st of February 2018.
- Every afternoon, CCI Service request report is extracted from HPSM (IT
Service Manager). Unassigned Mac Requests are assigned to the Avaya
engineers. In the morning before the 08h30 meeting, a new report for
Service requests is extracted from HPSM. Unassigned requests are assigned
to the CCI engineers to action.
REVIEW 15 February 2018
*Issues with integration has had a negative impact on providing the service
*BCX unable to reassign for headsets (testing in progress)
*Breach notifications are actioned timeously
*First week of February there were issues with call cutting which caused
excessive incidents
REVIEW 14 March 2018
*Agent notifications for OLA breaches the escalation happens immediately
*Nashua closing tasks on ITSM and not happening on HPSM
0
1
2
3
4
5
6
7
8
9
10
CCI took late in-hand or work in
progress too long
Nashua late in attending to the
request or late closure
NCC Workforce took late in-hand
or work in progress too long
3
3
2
4
1
Contact Centre Teamleader /Supervisor/Back-office Bundle
Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18
88%
20%
40%
60%
80%
100%
Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18
Contact Centre Teamleader /Supervisor/Back-office Bundle
Current Status Desired Status

6. 6 Presentation name
Customer Service Improvement
Customer Experience Management
SIP
- CCI services SIP has been submitted and signed off. The measurement
period starts from the 1st of February 2018.
- Every afternoon, CCI Service request report is extracted from HPSM (IT
Service Manager). Unassigned Mac Requests are assigned to the Avaya
engineers. In the morning before the 08h30 meeting, a new report for
Service requests is extracted from HPSM. Unassigned requests are assigned
to the CCI engineers to action.
REVIEW 15 February 2018
*Issues with integration has had a negative impact on providing the service
*BCX unable to reassign for headsets (testing in progress)
*Breach notifications are actioned timeously
*First week of February there were issues with call cutting which caused
excessive incidents
REVIEW 14 March 2018
*Agent notifications for OLA breaches the escalation happens immediately
*Nashua closing tasks on ITSM and not happening on HPSM
67%
0%
20%
40%
60%
80%
100%
Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18
Avaya PIN codes
Current Status Desired Status

7. 7 Presentation name
76%
0%
20%
40%
60%
80%
100%
Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18
Avaya Backoffice Extension
Current Status Desired Status
0
5
10
15
20
25
30
35
40
45
50
CCI took late in-hand or work in
progress too long
Lan took late in-hand or work in
progress too long
Nashua latein attending to the
request or late closure
17
12
1
8
1
6
4
6
Avaya Backoffice Extension
Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18
Customer Service Improvement
Customer Experience Management
SIP
- CCI services SIP has been submitted and signed off. The measurement
period starts from the 1st of February 2018.
- Every afternoon, CCI Service request report is extracted from HPSM (IT
Service Manager). Unassigned Mac Requests are assigned to the Avaya
engineers. In the morning before the 08h30 meeting, a new report for
Service requests is extracted from HPSM. Unassigned requests are assigned
to the CCI engineers to action.
REVIEW 15 February 2018
*Issues with integration has had a negative impact on providing the service
*BCX unable to reassign for headsets (testing in progress)
*Breach notifications are actioned timeously
*First week of February there were issues with call cutting which caused
excessive incidents
REVIEW 14 March 2018
*Agent notifications for OLA breaches the escalation happens immediately
*Nashua closing tasks on ITSM and not happening on HPSM

8. 8 Presentation name
67%
0%
20%
40%
60%
80%
100%
Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18
Avaya ACD Changes
Current Status Desired Status
0
5
10
15
20
25
30
CCI took late in-hand or work in progress too long
6
9
4
11
Avaya ACDChanges
Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18
Customer Service Improvement
Customer Experience Management
SIP
- CCI services SIP has been submitted and signed off. The measurement
period starts from the 1st of February 2018.
- Every afternoon, CCI Service request report is extracted from HPSM (IT
Service Manager). Unassigned Mac Requests are assigned to the Avaya
engineers. In the morning before the 08h30 meeting, a new report for
Service requests is extracted from HPSM. Unassigned requests are assigned
to the CCI engineers to action.
REVIEW 15 February 2018
*Issues with integration has had a negative impact on providing the service
*BCX unable to reassign for headsets (testing in progress)
*Breach notifications are actioned timeously
*First week of February there were issues with call cutting which caused
excessive incidents
REVIEW 14 March 2018
*Agent notifications for OLA breaches the escalation happens immediately
*Nashua closing tasks on ITSM and not happening on HPSM

9. 9 Presentation name
0
5
10
15
20
25
30
35
40
45
Bytes late in attending to the
request or late closure
Lan took late in-hand or work in
progress too long
Lan assigned late to Bytes orlate
closure
26
10
4
17
2
2
Installation of Existing Peripheral Hardware
Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18
86%
93%
98%
20%
40%
60%
80%
100%
Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18
Installation of Existing Peripheral Hardware
Current Status Desired Status
SIP
- Engage with the user “ask the relevant question” at the time the request is
logged. Is the equipment onsite? Close the request if it is an incident
advising the user of the process to follow
- Emphasis on prompting Bytes to attend and close calls on SM in the daily
OPS meeting
REVIEW 14 March 2018
• Operations analyst asses the LAN admin bin, volume currently too high.
Simone assesses the requests on daily basis and closes if logged incorrectly
• Does LAN admin look at services correctly, if incident do they attend or
inform them to log an incident (next step)
• Monitoring of the operational function until release for enhancements is
completed
Customer Service Improvement
Customer Experience Management

10. 10 Presentation name
93%
86%
20%
40%
60%
80%
100%
Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18
Installation of SIM Card
Current Status Desired Status
0
2
4
6
8
10
12
14
16
Bytes late in attending to
the request or late closure
Lan took late in-hand or
work in progress too long
Lan assigned late to Bytes or
late closure
4 4
2
7
1
1
5
1
1
Installation of SIM Card
Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18
Customer Service Improvement
Customer Experience Management
SIP
- Once request logged engage with the user as following – if the answer is
No for “Do you have the SIM card requiring installation in your possession?
“explain the process to obtain one and close the request, advise the user
only to log a request once SIM card is in possession.
- If the answer is “yes” contact the user to confirm that the user is in a
possession of the SIM card, setup the appointment for installation. If not
close the request and advise the user of the process to follow.
REVIEW 27 March 2018

11. 11 Presentation name
Customer Service Improvement
Customer Experience Management
0
1
2
3
4
5
6
7
8
9
10
CCI took late in-hand or work in
progress too long
Nashua late in attending to the
request or late closure
5
3
2
3
5
Avaya Pin Codes
Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18
0
5
10
15
20
25
30
35
40
45
CCI took late in-hand or
work in progress too long
Lan took late in-hand or
work in progress too long
Nashua late in attending to
the request or late closure
17
12
1
8
1
6
4
Avaya Backoffice Extension
Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18
0
5
10
15
20
25
30
35
40
45
50
CCI took late in-
hand or work in
progress too long
Lan took late in-
hand or work in
progress too long
NCC Workforce
took late in-hand
or work in
progress too long
NCC WF witness
took late in-hand
or work in
progress too long
Nashua late in
attending to the
request or late
closure
23
13
2
5
3
3 4 1
16
1
6
1
21
3
2
8
Contact Centre Agent Bundle
Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18
0
10
20
30
40
50
60
70
80
Nashua late in attending to the
request or late closure
User not available
36
1
43
2
Change Telephone Pin Number P056
Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18

12. 12 Presentation name
Customer Service Improvement - Progress
Customer Experience Management
ACTION
• CCI services SIP has been submitted and signed off. The measurement period starts from the 1st of February 2018.
• Every afternoon, CCI Service request report is extracted from HPSM (IT Service Manager). Unassigned Mac Requests are assigned to the Avaya engineers. In the morning before
the 08h30 meeting, a new report for Service requests is extracted from HPSM. Unassigned requests are assigned to the CCI engineers to action.
• @ 08h30 a Check Point meeting is held where the entire team meet and provide feedback on outstanding requests and incidents
REVIEW
• Issues with integration has had a negative impact on providing the service
• BCX unable to reassign for headsets (testing in progress)
• First week of February there were issues with call cutting which caused excessive incidents
45%
0%
20%
40%
60%
80%
100%
Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18
Contact Centre Agent Bundle
Current Status Desired Status
95%
77%
60% 62%
0%
20%
40%
60%
80%
100%
Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18
Avaya PIN codes
Current Status Desired Status
35%
28% 25%
79%
0%
20%
40%
60%
80%
100%
Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18
Avaya Backoffice Extension
Current Status Desired Status
79% 84%
54%
78%
0%
20%
40%
60%
80%
100%
Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18
Change Telephone Pin Code
Current Status Desired Status

13. 13 Presentation name
Customer Service Improvement - Progress
Customer Experience Management
83%
57%
84%
46%
0%
20%
40%
60%
80%
100%
Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18
Avaya ACD Changes
Current Status Desired Status
86%
93%
98%
20%
40%
60%
80%
100%
Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18
Installation of Existing Peripheral Hardware
Current Status Desired Status
ACTION
• Installation of Existing Peripheral Hardware SIP has been submitted and
signed off. The measurement period started from the 1st of January 2018

14. 14 Presentation name
Customer Experience Review - Escalations
Customer Experience Management
2
10 11 14
37
54
79
113
28
16
67
27
37
0
20
40
60
80
100
120
Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18
SERVICE REQUEST ESCALATION