This file portraits Research Summary presentations being delivered by Teleperformance Professional Services Team.

1. TeleperformanceTeleperformance
Website Feedback
April 2013
6/1/2013
Presentation prepared for CLIENT X / Confidential 1

2. Teleperformance
Frontline Intel
Closing the loop
*Source: Playbook Research – Aug 21, 2012 – Sample of 1863 US Consumers –
6/1/2013
2Presentation prepared for CLIENT X / Confidential
Introduction
Throughout 2013 first quarter, CLIENT X invested in website improvements in order to offer a better service to their customers.
Nevertheless, calls from customers needing support because they failed getting answers online have been detected.
A research conducted by Playbook in August
2012 showed that most consumers who
attempted to get support from a company’s
website and failed to do so, ended up reaching
up to customer service.
As for CLIENT X, Customer Satisfaction Index
(CSI) report shows that 21% of satisfaction
survey respondents tried the website before
reaching the call center.
According to CLIENT X April 2013 report, calls
reaching a CSR after using the website are
related to:
o Billing 63%
o Programming 30%
o Technical 6%
o Other reasons 1%
5%
4%
9%
11%
11%
23%
37%
0% 5% 10% 15% 20% 25% 30% 35% 40%
Other
Went to the branch or store
Did business with another company…
Chatted with a customer service…
Gave up altogether
Emailed customer service
Called a customer service phone…
Actions
Actions by Consumers After Attempting
to Get Customer Support Through Website*
Business Case: The Digital Customer Experience Improvement
Customers Percentage
This Frontline Intel research was carried with the purpose of answering:
“What can be improved in CLIENT X.com to prevent calls and increase CSAT?”
To answer the question at hand, this presentation is divided into two segments:
CUSTOMERS CALLING AFTER
USING THE WEBSITE
CUSTOMERS NOT USING
THE WEBSITE
1 2

3. Teleperformance
Agenda
Frontline Intel
Closing the loop
• Customers calling after using the Website
• Customers not using the Website
• Wrap Up
• Research Methodology
6/1/2013
3Presentation prepared for CLIENT X / Confidential

4. Teleperformance
Frontline Intel
Closing the loop
6/1/2013
4Presentation prepared for CLIENT X / Confidential
CUSTOMERS CALLING
AFTER USING THE WEBSITE1
A website is a tool available for customers who are looking for
answers. From new products to billing inquiries, tech solutions
or offer details; the information published should be helpful and
easy to find for customers to become frequent users.

5. Teleperformance
Frontline Intel
Closing the loop
6/1/2013
5Presentation prepared for CLIENT X / Confidential
Very Poor - Very Complete
1 2 3 4
FUNCTIONALITY 14% 41% 37% 8%
CONTENT 11% 46% 28% 15%
*March 2013 Intranet Survey for CSRs, responses percentage
From a customer perspective, How do you rate CLIENT X.com?
CUSTOMERS CALLING AFTER USING THE WEBSITE
According to 57% of our survey respondents, website´s content is
poor. This impacts customers´ effort, leading them to call our CSRs
Even when CLIENT X.com is improving, 20% of CSI survey
respondents continue reporting an attempt to solve their
issue online before contacting the call center.
Preventing calls means minimizing customer effort.
CLIENT X customers´ satisfaction would benefit by
enhancing the solutions available for the following
scenarios:
BILLING DRIVERS
• Set up / Access online account
• Enroll ABP / Paperless
• Making / confirming payments
• Billing review
TECH DRIVERS
• CLIENT X Everywhere questions
• RC Configuration
PROGRAMMING DRIVERS
• Obtaining promos
• Package channel line-up
• PPV information
• Sports content
The details of these scenarios and suggestion to prevent them are included in the following slides .
*Source: BGI survey (266 responses) | March 2013

6. Teleperformance
Frontline Intel
Closing the loop
6/1/2013
6Presentation prepared for CLIENT X / Confidential
CUSTOMERS CALLING AFTER USING THE WEBSITE
62% of CLIENT X customers who entered the website before reaching
up customer service were looking for billing related answers
SCENARIO IMPACT % SUGGESTION
BILLING
DRIVERS
62%
Overall
Impact
Set up / Access Online Account
•Some dealers create online account with an unknown e-mail,
causing issues to customers who later on try to create the
account again with a different e-mail
•Customers do not realized benefits or advantages of having an
online account at first glance.
43%
•Ask dealers to write down access information in a
welcome brochure for customers
•Communicate benefits of an online account by
adding a quick link in main screen that invites
existing customers to learn more about it
Visual Reference
Enroll to ABP / Paperless
•This option aims at minimizing customers effort; however, there
is no message promoting this in CLIENT X.com main screen
•The ABP explanation that appears in Answer Center section does
not emphasize about the security of this payment method
34%
•Mention ABP option in main screen through a
small banner with a quick link to informative
YouTube video
Visual Reference
•Emphasize security facts in the information
available at Answer Center
Making / Confirming payments
•According to CSRs, customers are uncertain if payments were
completed when paying through One Time Payment option
•Customers experience past due since online balance differs from
paper bills when credits automatically get reflected in the
system, but technically apply on next billing cycle
19%
• Display confirmation message to online payments
• Post a message notifying customers about credit
terms (start and expiration dates)
Visual Reference
•Add visual aid to online payment instructions
Visual Reference
Billing Review
•CSRs are frequently asked if old bills can be reviewed?, How
many bills are saved in the system?, How to access this
information online?
•BGI CSRs struggle answering these questions since there are no
updated screenshots available neither in AAC system nor in
training material
4%
• Provide training teams with updated material /
online services module
• Share tutorial videos with customers (YouTube
Channel) and CSRs (Training module) showing
how to manage CLIENT X Online Account
*Overall Impact: Determined by BGI survey (266 CSR responses ) | March 2013. * Billing Drivers Impact: Determined out of 165 Billing related responses.

7. Teleperformance
Frontline Intel
Closing the loop
6/1/2013
7Presentation prepared for CLIENT X / Confidential
CUSTOMERS CALLING AFTER USING THE WEBSITE
By enriching tech support content with more tutorial videos and step
by step images, tech related calls could significantly decrease
SCENARIO IMPACT % SUGGESTION
TECH
DRIVERS
20%
impact
CLIENT X Everywhere questions
•CSRs are receiving questions regarding:
-Streaming video set up
-CLIENT X App installation
-DVR Setup from mobile phone
•Currently there is a link that reads “Learn More” beneath the
promos of latest tech features that links customers to
packages section. However, it would make more sense to
have features description before acquiring a package/service
Visual Reference
92%
• Include tutorial video in the instructions currently
available at answer Center and in CLIENT X You
Tube official channel
• Configure the link that appears beneath genie
and DVR features in main screen to display
Everywhere features and DVR recording benefits
Tech Inquiries (RC and DVR setup)
•Customers contact CSRs looking for codes to setup their
remote control and guidance with the process since
pertaining instructions are not supported with images
•There is no web chat support for tech inquiries and Web
Chat CSRs are not referring self help tools available in the
website
Visual Reference
8%
• Complement RC setup guidance with videos in
the content available at Answer Center /
Receivers & Equipment section
Visual Reference
• Provide webchat CSRs with equipment and basic
tech support guidance information
*Overall Impact: Determined by BGI survey (266 CSR responses ) | March 2013. * Tech Drivers Impact: Determined out of 53 Tech related responses.

8. Teleperformance
Frontline Intel
Closing the loop
6/1/2013
8Presentation prepared for CLIENT X / Confidential
CUSTOMERS CALLING AFTER USING THE WEBSITE
56% of Programming inquiries are from shoppers who search for
discounts or promos information in the website
SCENARIO IMPACT % SUGGESTION
PROGRAMMING
DRIVERS
18%
impact
Obtain Promos
•Customer calls to ask why there are no options for promos
and/or discounts for existing customer on CLIENT X.com
•Promo eligibility details information is visually hidden and
clustered, which drives shopper who look for eligibility details
to call our CSRs
56%
• Include an add with special promotions and/or
discounts for eligible customers in “My Account”
• Format offer details to make it visually more clear
at first glance.
Visual Reference
Package Channel Line-up
•Customer calls stating search engine for specific channels
in CLIENT X.com is difficult and/or tedious to use since this
can only be done by scrolling down through a list of all
channels available
19%
• Include a search engine bar for customer to type
in the name of the channel when looking for
specific channels and increase efficiency when
searching for channels in CLIENT X.com
Visual Reference
PPV Information
•Customer calls to ask questions about PPV information on
website. (i.e. “Can PPV be recorded?”, “What is the PPV
cost?”
18%
• Include information of features included with the
PPV
Visual Reference
Sports Content
•Customers call stating search engine for specific sports events
in CLIENT X.com is difficult to use 7%
• Improve sports gallery by placing a search engine
on top of it
Visual Reference
*Overall Impact: Determined by BGI survey (266 CSR responses ) | March 2013. * Tech Drivers Impact: Determined out of 48 programming related responses.

9. Teleperformance
Frontline Intel
Closing the loop
6/1/2013
9Presentation prepared for CLIENT X / Confidential
CUSTOMERS NOT USING
THE WEBSITE
2
Customers engage to a website after knowing the benefits of
online services. Available links and buttons must be customized
to capture users attention, as they are guided to the content of
their interest.

10. Teleperformance
Frontline Intel
Closing the loop
*Source: BGI survey (266 responses) | March 2013
6/1/2013
10Presentation prepared for CLIENT X / Confidential
Totally
Agree
Totally
Disagree
CUSTOMERS NOT USING WEBSITE
44% of respondents strongly agreed that there is a lack of approach
with existing customers while 70% detect the same with Hispanics
As this research project was conducted, we realized that 7 out of every 10 customers are not familiar
with CLIENT X.com features, based on feedback collected during focus group sessions.
April 2013 CSI report indicates that 80% of customers who answered the satisfaction survey did not attempt to use
the website before contacting a CSR over the phone.
BGI CSRs strongly agreed that the reasons pushing away existing customers from CLIENT X´s website are:
6% 6%
10% 8%
14% 14%
6%
23% 26%
19%
17%
20%
19%
31% 24%
51%
0%
20%
40%
60%
80%
100%
Lack of Website
advertising
Lack of connection
with Existing
Customers
Missing Hispanic
Market Approach
Respondents%
Reasons causing customers to prefer reaching CSRs
before searching for answers in the website
BGI Internal Survey March 2013
5
4
3
2
1
0

11. Teleperformance
Frontline Intel
Closing the loop
6/1/2013
11Presentation prepared for CLIENT X / Confidential
CUSTOMERS NOT USING WEBSITE
80% of CLIENT X customers do not access the website before calling
customer service due to unawareness of its functions and benefits
ROOT CAUSE SCENARIO IMPACT* SUGGESTION
LACK OF WEBSITE
ADVERTISING
• Customers are not aware of CLIENT
X.com benefits and therefore do not feel
encouraged to access the website before
calling customer service for a regular
inquiry
40%
• Develop advertising to inform of CLIENT X.com
functionality and benefits from (E.g. commercial
spots, videos in you tube and recorded messages
in the automated phone system)
MISSING HISPANIC
MARKET APPROACH
• There is no button to access to Spanish
information
• Only “Why CLIENT X” tab is available in
Spanish, which causes Hispanic
customers to loose interest in browsing
through CLIENT X.com
30%
• Add Spanish language button to minimize
Hispanic customers effort
• Place a temporary link to the translated version
of CLIENT X.com (Spanish website version)
(Hispanic ads)
• Ask CLIENT X translations team to enhance
authorized dealers webpage and adds to prevent
grammar or syntaxes errors
LACK OF CONNECTION
WITH EXISTING
CUSTOMERS
• According to CSRs there is no connection
with existing customers in website’s
main screen
• Links of interest for existing customers
are small and/or not appealing
30%
• Configure a welcome screen with navigation start
up buttons for new customers and existing
customers that enables content customization
Visual Reference
• Add more attractive links to main areas of
interest such as: “My Account”, “PPVs”,
“Upgrades and Offers”
*Impact, determined in personal interviews with BGI CSRs, based on what they perceived from CLIENT X customers on a daily basis

12. Teleperformance
Frontline Intel
Closing the loop
*Source: BGI survey (266 responses) | March 2013. Additionally, comments gathered from Focus Groups and Interviews with BGI CSRs were included through this presentation.
6/1/2013
12Presentation prepared for CLIENT X / Confidential
WRAP UP
CLIENT X.com navigation experience would improve by adding more
tutorial videos, links and content dedicated to existing customers
After reviewing the information gathered from latest CSI reports and the feedback shared
by BGI CSRs, the following was concluded:
Customers call after Using the website or Choose Not to Use it due to the following reasons:
• Lack of appealing images and/or links to engage with website users and segments handled
(new customers, Hispanic market and General market)
• Missing billing information in “My Account” section (such as: billing cycle date, credit
policies) which prevents website usage
• Poor advertising of online services benefits, which increases call volume to customer service
• Missing visual aids in some of the guides available at “Answer Center”, therefore assistance is
not interactive enough for our customers

13. Teleperformance
Methodology
Frontline Intel
Closing the loop
Qualitative
Focus Group
TP Professional Services held 4 focus group sessions on March 1st 2013; (5 participants in each session).
-2 BGI English sessions
-2 BGI Spanish sessions
Interviews
A total of 20 interviews were conducted between March 25th and 29th
-10 BGI English CSRs
-10 BGI Spanish CSRs
Quantitative
Intranet Survey
A survey was available for BGI teams (Chihuahua and Guadalajara) throughout March 2013. A total of 266
responses were received and compiled by TP Professional Services team.
BGI CSI Reports audit ( Feb, March and April 2013)
BGI reports were filtered and analyzed by TP Professional Services through April´s last week.
6/1/2013
13
95%*
Considering 266 responses and using infinite
universe formula to have a statistical sample.
Confidence Level
95%
Error Rate
9%
Presentation prepared for CLIENT X / Confidential

14. Teleperformance
Document ID:
Created on:
Created by:
Thank You!
6/1/2013
Daniel Michel, Prof. Services Specialist
Fernando Perez, Prof. Services Specialist
Presentation prepared for CLIENT X / Confidential
0413-DM-DTV-06
April 08 2013
14

15. Teleperformance
Frontline Intel
Closing the loop
6/1/2013
15Presentation prepared for CLIENT X / Confidential
Click Here for
Special Offers
Go back
ADDENDUM I – LINK TO ONLINE ACCOUNT BENEFITS
Through a catchy button, existing customers would get to know the
benefits of online account and register to an online account
CLIENT X information

16. Teleperformance
Frontline Intel
Closing the loop
6/1/2013
16Presentation prepared for CLIENT X / Confidential
Sign up for Auto Bill Pay TODAY
Obtain a discount
 Simplify the process
 Never worry about late
payments again
 Register and get
additional benefits
It is EASY
and SECURE
Learn more
Go back
ADDENDUM II – ABP AWARENESS
Auto Bill Payment should be advertised in main screen to increase
customers awareness towards this option

17. Teleperformance
Frontline Intel
Closing the loop
WARNING! If a credit was given after your billing cycle date. It will be effective on next month balance
6/1/2013
17Presentation prepared for CLIENT X / Confidential
ABP Offer ($5.00)
My Billing cycle date: 20th every month
Account Overview
Adding this information will allow customers to better track their billing overview
This warning message will
help to prevent
Incomplete payments
Go back
ADDENDUM III – CREDITS WARNING MESSAGE
Indicating billing cycle day and credits’ activation dates will clarify
online bill visibility
CLIENT X information
CLIENT X information

18. Teleperformance
Frontline Intel
Closing the loop
6/1/2013
18Presentation prepared for CLIENT X / Confidential
ADDENDUM IV – ADDING VISUAL AIDS TO BILLING EXPLANATIONS
Billing related content in Answer Center section would improve with
images illustrating payment process
Go back
Including visual aids next to instructions, will allow
customers to better follow available instructions
CLIENT X information
CLIENT X information

19. Teleperformance
Frontline Intel
Closing the loop
6/1/2013
19Presentation prepared for CLIENT X / Confidential
Customers would expect reading instructions to record
shows by clicking on Learn More. That is the expectation
since there are no other links within the images.
Currently this link leads to packages information.
BGI CSRs suggested to reconfigure this link, in order for it
to lead to the next information.
Go back
ADDENDUM V – CONFIGURATE LINK TO CLIENT X EVERYWHERE FEATURES
Learn more links should lead to further details describing features and
equipment functionality to increase customers’ upgrade willingness
Go back
CLIENT X information
CLIENT X information
CLIENT X information

20. Teleperformance
Frontline Intel
Closing the loop
6/1/2013
20Presentation prepared for CLIENT X / Confidential
Review our How to video
Review our How to video (En Español)
Including links to videos in both languages will complement
this guide and therefore prevent some Tech calls
ADDENDUM VI – ADD TUTORIAL VIDEOS
Watching guidance videos for RC setup or basic troubleshooting would
allow customers to feel more confident with self help tools
Go back
CLIENT X information

21. Teleperformance
Frontline Intel
Closing the loop
6/1/2013
21Presentation prepared for CLIENT X / Confidential
1
2 3
Go back
In this conversation , Webchat CSR was not able to
provide general information about CLIENT X App and
did not refer the customer to CLIENT X.com Answer
Center
ADDENDUM VII – Assure CSRs recommend self help tools available online
If Web-chat CSRs do not guide existing customers, experience might
be affected

22. Teleperformance
Frontline Intel
Closing the loop
6/1/2013
22Presentation prepared for CLIENT X / Confidential
CURRENT VIEW
BILL CREDIT/PROGRAMMING OFFER:
*LIMIT ONE PROGRAMMING OFFER PER ACCOUNT
Prices include the following instant bill credits for 12 months:
$25 for Joyful Package, $30 for Build In Package, $31 for AWESOME PACK and $33 for Optimums Prime Package or
above. In months 13-36, bill credit will be $10/mo. on beE Package and above.
$10 CREDIT OFFER:
To receive the $10 bill credit for 24 months on your Advanced Receiver fee (required for or HD DVR lease), customer
must; at point of sale: provide a valid email address and activate and maintain the Elementary or optimus prime
Package or above, Auto Bill Pay and Paperless Billing.
If by the end of promotional price period(s) customer does not contact CLIENT X to change service then all services
will automatically continue at the then-prevailing rates.
SUGGESTED FORMAT
ADDENDUM VIII – IMPROVE OFFER DETAILS FORMAT
By adding space and headers, information is visually easier to read for
customers
Go back

23. Teleperformance
Frontline Intel
Closing the loop
Search engine bar placed on top of page to
improve channel searching experience
6/1/2013
23Presentation prepared for CLIENT X / Confidential
Search Channel:
ADDENDUM IX – ADDING SEARCH ENGINE BAR FOR SPECIFIC CHANNEL SEARCH
Specific channel search would be easier and faster for users who are
looking for specific channels when comparing packages
Go back

24. Teleperformance
Frontline Intel
Closing the loop
6/1/2013
24Presentation prepared for CLIENT X / Confidential
ADDENDUM X – ADDING A LABEL INDICATING IF MOVIE IS AVAILABLE FOR RECORDING
Adding additional information to PPV tab such as “recording
availability” would prevent calls to inquire about this feature
This movie is available for recording This label would prevent calls from
customers who want to know if
the PPV can be recorded
Go back

25. Teleperformance
Frontline Intel
Closing the loop
6/1/2013
25Presentation prepared for CLIENT X / Confidential
Search Event:
Search engine to be placed on top of sports events gallery
ADDENDUM XI – CATEGORIZING EVENTS BY SPORT
A search engine would make it easier and faster for users who are
looking for specific sports events
BaseBall
Football
Classifying events per sport and teams could facilitate events search
Go back

26. Teleperformance
Frontline Intel
Closing the loop
6/1/2013
26Presentation prepared for CLIENT X / Confidential
Welcome to
New to CLIENT X CLIENT X Customers
Join Us ! Sign in
Go back
ADDENDUM XII – DISPLAY WELCOME SCREEN
This screen would allow strategic content and advertisement
management along with a better connection with market segments
Fudji TV

27. Teleperformance
Frontline Intel
Closing the loop
6/1/2013
27Presentation prepared for CLIENT X / Confidential
ADDENDUM XIII – HISPANIC APPROACH
Re-launch CLIENT X mas Marketing efforts to connect with Hispanics, a
growing market in U.S.
Go back