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How are We doing

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How do We know

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LEVEL 1

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This is how We …

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Blitz Monitoring Regular FGD/skip level Calibration T3 LSS Listen and Work to understand:

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Engage Appropriately: Sykes Standard of Excellence (SOE) LSS

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Three on Three on Three WOW Call Sessions OSE Led TV - CMS Monitoring My Miles Spot Checks Daily Pull Up Act with Ownership:

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ICRA Regular SPI Review/GEMBA Walk-throughs Floor Visuals Performance Call QBR Deliver Professionally:

Bright Spots:

Bright Spots © 2010 Sykes Enterprises, Incorporated. All Rights Reserved. 2012 commitments are targeted to unlock a total of 784 bps: Q2 2011, 787 bps was unlocked with CSAT TTB of 76.39% From Q4 2011 baseline of 68.52% GOAL – 75%

What Worked?:

What Worked? © 2010 Sykes Enterprises, Incorporated. All Rights Reserved. 76.39% CSAT TTB in Q2 2012 Action Plan Fulfillment Understanding challenge on LOB tenure Banking on controllable call types

Let’s Maintain This Commitment:

Let’s Maintain This Commitment © 2010 Sykes Enterprises, Incorporated. All Rights Reserved.

What’s Next?:

What’s Next? 2012 Commitments proved great action plans Create as PCS process given the usual tenure of frontliners With the above established, we can also focus on the ff: © 2010 Sykes Enterprises, Incorporated. All Rights Reserved. Reminder: These are impact to Q2 2012 CSAT TTB of 76.39% Unlock 494 bps more!

Let’s Exceed Expectations :

Let’s Exceed Expectations © 2010 Sykes Enterprises, Incorporated. All Rights Reserved.

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