How to sell GOS

1-Hiring 2-on boarding/fun/walking 3-support/engaged/value/expected/customer/enhancing 4-we monitor 5-Retain 6-operational/people 7-true

S2

1. Hiring, On boarding, Training

2. By hiring people that match with our values // By creating a positive first impression for candidates looking to join Acticall/Sitel

3. Employing motivated people will help us to exceed client expectations and add value to each customer contact // The Hiring process allows external stakeholders to understand the background skills and criteria that are required of any candidate // Before launching the Hiring process, we establish a complete and detailed profile, relevant to client requirements

4. associates // welcome // belonging // learn // productive // success

5. To figure out the organization and identify the contacts // To meet the people they will work with // To understand his/her role within the overall organization

6. To meet clients and customer’s expectations by giving the necessary skills, tools and processes to our teams

S3

1. People Performance, Coaching, Operational Review

2. A tool box to analyse performance before coaching // A diagnostic of root causes to ensure that the area’s most impacting performance are addressed

3. KPI // Results

4. Operational Review

5. Exchanging with the agents about strengths and axis for improvement // Establishing a regular coaching adapted to their needs

6. Regular review of KPIs allows us to anticipate and be reactive, setting up corrective and preventive actions

S4

1. To stay close to our client to constantly being aligned to his expectations

2. Through Client Engagement we provide innovation to our clients, adding value beyond contract // Communication between Commercial and Operations' teams is essential to achieve client’s goals // Understanding client’s needs allows us to identify opportunities, to add value and meet expectations

3. True

S5

1-Retain 2-Saving 3-Cost/proficiency/penalty/team 4-all company 6-to experience 7-lahat