Welcome to iiNet Cape Town

1. Welcome to iiNet Cape Town
29 August 2016

2. Agenda
1
2
3
4
5
About Merchants
8-year journey
Putting people and customers first
The next 3 years
Closing

3.  Top 3 Global Service
Provider
 World’s largest
telecommunications
provider by revenue
 Acquired Dimension
Data in October 2010
 Global systems integrator,
founded in 1983 and
headquartered in SA
 US$6.7bn in annual
revenues
 26,000 employees with
direct presence in 58
countries around the
world
 Global Communications
business unit
 Acquired by Dimension
Data in 1997
 BPO operations in South
Africa since 2000
 Largest BPO services
provider in southern Africa
 More than 5 000
employees
 Almost 35 years in
customer service
experience

4. 8 year journey

5. 8 Year Partnership
2008
• Signed 17
month
DBOT
contract
• 170 staff
in CT
• Sales-
upsell,
Billing &
Tech
support
rolled out
in CT
2009
• Extended
DBOT
contract to
3 year
Merchants
managed
• Roll out of
Faults &
Prov in CT
2010
•Launch
TIO
support
•Achieved
61 NPS
for the
month of
Dec
•Opcen
follow the
sun in CT
2011
• 223 staff
in CT
• Launch
Social
Media
support
2012
• Extended
contract
by 3 years
Merchants
managed
• Grew to
327 staff
in CT
2013
• Grew to
380 staff
in CT
• Westnet
Calls to
CT
• Jiva
support
from CT
2014
• Grew to
596 staff in
CT
• Build of
Rex
Trueform
layout
• Extended
contract
for
additional
year
2015
• Grew to
971 staff in
CT
• Launch of
nightshift
• Migration
to 1 site
• TPG
acquisition
• Achieved
60 NPS
2016
• Grew to
1069 staff
• Launch of
sales
• Renewed
contract
with new
owners

6. Awesome
customer service
is our number 1 goal

7. The iiNet
Differentiator
“Our goal is to lead the market with
the best internet/communication
access products then differentiate
with genuine,plain-speaking customer
service”
“We are passionate about delivering
customer service excellence in every
action and decision for both internal
and external customers”

8. Our People and Customers First

9. Creating aservice climate…
Choose the
right people
Treat them the
right way
Develop strong
brand loyalty
Create a
‘service’
environment
Help them
love what
they do!

10. Being

11. The 5 Pillars of
Always
patient
Always
friendly
Always
take
ownership
Always
deliver on
promises -
big or small
Always see
the customer
through until
they are
happy!
Nothing new, but it is the unrelenting, unwavering drive to deliver these to every customer on every call that makes
the difference
– it is real PASSION for the highest Quality of Service,
time after time, call after call, customer after customer…

12. NPS
45.0%
47.0%
49.0%
51.0%
53.0%
55.0%
57.0%
59.0%
61.0%
63.0%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2014 2015 2016

13. Inbound AHT
0
200
400
600
800
1000
1200
1400
1600
1800
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Seconds
2014 2015 2016

14. Sales
36.30%
32.60%
39.90% 41.70%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
April May June July
INBOUND

15. We are about
people

16. Why is iiNet a great place to work?
We promote wellbeing
• Internet café: 2% of staff have
broadband at home, this bridges the
gap
• Gaming area: allow break-away from
workstation, promotes stress release
• Coffee shop: promotes choice and
good timekeeping
• Employee Wellness program:
Provides financial and emotional
counseling, health checks
• Transport: Day time transport supports
timekeeping and saves people money
• Shift preference
We energize our staff
• Career path: Roles & training to ensure
that each individual knows their next career
step
• Breakfast: Supports good attendance and
time keeping, ensures people on the phone
are in the right frame of mind
• Fruit & Smoothies: Access to nutrition
they wouldn't afford
• A great site: Establishes iiNet as a brand
to be proud of and advocate for
• iiNet Branded clothing & events:
Establishing a sense of brand pride
• Recognition and celebration events
• Sports activity outside work: sense of
community

18. Voice of the people
3.91
4.08
4.28
4.09
3.66
3.73
4.04
3.58
3.77
4.09
3.91
4.07
4.34
4.41
4.22
3.82
3.87
4.04
3.42
3.94
4.34
3.94
1
1.5
2
2.5
3
3.5
4
4.5
5
2013 2015

19. iiNet culture survey

20. Labour Data
People Metrics Overall 2015 Overall 2016
% monthly agent attrition rate 5.15% 5.17%
% monthly agent absenteeism rate 4.07% 4.08%
Average number of training days per agent
per annum (new, incl LA)
50 45
Average number of training days per agent
per annum (ongoing)
5 5
Agent : supervisor ratio 13:1 15:1

21. The Future

22. Accelerate development of people practices
Development of leaders
Share best practices
Contract renewal
Hybrid operating model with iiNet people & service
+ TPG efficiency
Continue to grow the account
Focus areas
Continues improvement in efficiency metrics
Agent bridging programs

23. The team
Any
questions?