New Hire Training Agreement Page 1 of 5

Welcome to Alorica – Team of Experts | T-Mobile New Hire Training!

Training is a very important part of your overall development and eventual success in Alorica. During the training sessions, you
will be introduced to new computer systems, concepts, and products. What you learn here will prepare you to handle customer
interactions for your assigned client.

To make sure your training experience is rewarding for both you and the company, there are several things you need to know.
Let’s start with the basics:

Code of Conduct

• Be here. We cover new topics daily. It is not possible to reschedule training courses for specific individuals.
• Language in the Workplace and English Only Policy (EOP). As Alorica provides call services to American customers,
employees are required to speak only American-English when on the production floor to further enhance language
skills which are required to conduct business. Only English should be spoken on the floor and in the training room.
• No eating inside Training Room and Production floor. Please help us keep our facility clean. Please eat in the pantry.
Foods like chips, pastries, sandwiches are not allowed inside the training room except for the prizes that’ll be given
away. Drinks are permitted in the training room, but it should be in a cup with lid, or a sealed container (e.g. spill proof
transparent mugs).

• Safe keep your personal belongings. Surrender your personal belongings in the baggage counter or inside your
company issued locker. Alorica will not be held liable for any loss inside the company premises.
• No cell phones. Cell phones and other electronic devices must be out of sight and turned off. Employees are prohibited
from using personal mobile phones while on the productions floor and while on work time. All mobile phones must be
turned off or always set on silent mode unless in non-work areas during non-work time.
• No Portable Devices. Cameras, MP3 players, iPods/iPads and other portable devices are not allowed inside the training
room. Especially those that have USB or Bluetooth connectivity.
• Computers and printers are for business use only. Unauthorized use of any system, including printing of non-work-
related documents, Internet surfing such as accessing social media sites like YouTube, Facebook, etc, using of instant
messenger or Internet chatting are strictly prohibited. Do not move the PCs around, pull the cables, uninstall, or install
programs and move peripherals (mouse, keyboard, amps, Avaya, headsets) around the room.
• Participate! T-Mobile Training focuses on discussion-based learning. You are expected to participate in the discussions
but should respect others and allow them their opportunity to speak. Do not chat or engage in personal conversations
during class. When someone is talking, show your respect and listen to him or her.
• Be honest. It is each employee’s responsibility to always do the right thing. This means that employees must conduct
their daily business with honesty and integrity. Cheating during Assessments or Verbal Tests, including giving out test
questions/scenarios and/or answers to other trainees, will result to disqualification and/or non-regularization of your
probationary employment.
• Keep your trainer informed. For emergency purposes, should you need to step out of the class, you must first seek
permission from the trainer.
• Clean As You Go (CLAYGO). Our office is a place where productivity is expected and having a pleasant work area
certainly adds to a positive environment. Employees must do their part in addition to regular cleaning staff
housekeeping and custodian maintenance to keep our workplace, including our pantry, clean, safe, and healthy for all.
• PC use. Shut down after use or lock, log off, or put your computer to sleep before leaving them unattended during
breaks or lunches. The company takes steps to properly secure company information and data from unauthorized
access by third parties or other employees.
• Sharing of logins/Confidentiality of Information. Refrain from sharing your password and usernames to your co-
employees including your supervisors/managers. Sharing your logins is prohibited and could lead to a terminable
offense. The company values confidentiality of your information.
New Hire Training Agreement Page 2 of 5

NEW HIRE TRAINING HOUSE RULES

Product Training for NH T-Mobile – Team of Experts runs for nine (10) weeks comprising of seven (6) weeks of Classroom
Discussion & Immersion (Classroom Lecture and call experience) plus three (3) weeks of call certification (Telephone Nesting:
3 Weeks RTCC).

Tardiness and Absences

• Trainees must notify their trainer/coach forty-five (45) minutes before their scheduled shift in case of inability to report
for training.
• Your schedule will be given to you in advance. You will have breaks throughout the day. When class starts, be on your
seat.
• You will be coached/advised regarding your attendance standing throughout the course of the training. Attendance
Advisories will be issued to those who will commit attendance infractions.

Classroom or Product Specific Training (6 Weeks)

• Absences are not tolerated during the entire product training period. One (1) absence will disqualify you from the
program and your employment with Alorica will be terminated if valid emergency documentation supporting the
reason/s for your absence is not presented.
• You are only given an accumulated 45 tardy minutes or a total of 3 occurrences of tardiness during the entire product
training period. Anything more than 45 minutes of tardiness will result to disqualification and/or non-regularization of
your probationary employment.

Telephone Nesting or TCC (3 Weeks)

• Trainees are required to meet Client required phone-time hours thus no absences are allowed during the entire 3-
week Telephone Nesting period. One (1) absence will disqualify you from the program and your employment with
Alorica will be terminated if valid emergency documentation supporting the reason/s for your absence is not presented.

Assessments & Taking Live Calls

• Trainees will undergo Call Experience Certification during the duration of Classroom Training – this means that trainees
are scheduled to take live calls without assessments impacting graduation scores but are only going to be utilized as
call observations to manage performance in preparation for Telephone Nesting/Certification. Phone time hours for
Taking Live Calls are pre-determined by the training facilitators on the last week of Classroom Training and should be
met.
• All trainees will undergo tests or checkpoints during their training. A trainee must maintain a Total Average Grade of
at least 85% to remain in training. Should the total average grade below 85%, the trainee will be evaluated by the
attending T-Mobile Trainer based on overall Product Training Performance. Failure to the evaluation will result to
disqualification and/or non-regularization of your probationary employment.
New Hire Training Agreement Page 3 of 5

Certification

• All trainees will undergo a certification process throughout Taking Customer Calls Phases (TCC) or Telephone Nesting.
• A trainee must meet the key metrics critical to Telephone Nesting, which shall be monitored and documented by the
Trainer/Associate, Prod Coach, Supervisor/Training Manager throughout the certification process. Assessors may
provide recommendation to re-evaluate agent from training if the weighted average score is under 90% during the full
week of TCC – this means that recommendation to pass or fail can happen after a full week from TCC phase.

Telephone Nesting Performance Metrics

Metrics Weight Goal
Primary KPIs:
NPS (Net Promoter Score) 25.00% 50.4
FCR (First Call Resolution) 25.00% 62.1
Account Stay Connected 25.00% 54
Total CRT 15.00% 1121
AAL per 100 0.90 0.90
Total/Goal 100% 90% PTT
Secondary KPIs:
Show Rate 100%
C&A/ 100 $225
Cancels/ 100 2.25
Phone-time Requirement 65 hours
*Note: Goals displayed on the table is based on July 2023 GC Metric book. Goals are subject to change every month,
which means that metric goals for TCC graduation varies depending on the month TCC will end. Monthly changes in
goals will be tackled by the Trainer and log in ECFR as a form of documentation.

• Based on the needs of our business and client requirements, all metrics are subject to change with prior notice.
• The certification process shall be administered by the Trainers/Associate Trainers/ Production Coaches and/or Training
Supervisors/Training Manager or Production Managers and should be based on the New Hire Metrics Milestone Goals.

6-Month Performance Glide Path:

New Hire Training Agreement Page 4 of 5

TELEPHONE NESTING TRAINING PROGRAM

TELEPHONE NESTING PROCESS

Telephone Nesting is an evaluative process that measures the capability of the trainees to handle live calls. Telephone Nesting
happens on the last four weeks of product specific training (TCC). During Telephone nesting, agents are provided with dedicated
floor support personnel (Mentors), along with their Trainer and Associate Trainers.

Activities during telephone nesting are as follows:

1. Pre and post call meetings/Mid-shift meetings – on the first and last hour of your shift you are scheduled to remain
off the phones to go over the telephone nesting curriculum with your Trainer or Training Supervisor/
Manager. Updates will also be discussed during these meetings.
2. Talk & Type – Telephone nesting agents take calls. They will try to resolve the issue of the customers on the
line. Mentors, Training Assistants and Trainers will be on the floor to answer questions but not necessarily take
the call for them to resolve.
3. On-on-one coaching – agents can be pulled out at any time by Prod Coach or Trainer/AT to discuss a Monitor
and/or deliver feedback.
4. Phone-time Requirement – agents need to complete the desired Training Hours as required by the Clients during
MTCC & TCC Certification. Failure to meet the phone-time hours would mean disqualification and/or termination
of employment. Overtime can compensate lost hours. Phone-time hour is identified in the Instruction Schedules
& Curriculum which changes based on business needs & Client requirement.
* Meeting could be adjusted or cancelled and may be done in the middle of the shift.

ROLES AND RESPONSIBILITIES: Trainer/Training Assistant/ Prod Coach/ Prod Team Manager
• Pre-shift meeting with designated Trainer and Floor Walkers; discuss each trainee’s performance, review of application
tools, review progress checklist, performance plan for telephone nesting.
• Assist with creating and monitoring: actual number of side-by-side and remote monitoring to be determined on class
size and performance evaluations of each trainee.
• Meet with Team Managers or trainers to discuss progress.

TELEPHONE NESTING

• Trainees will be given 1 call audit/per week in the entire Telephone Nesting duration by the Trainer/Associate Trainer
and Prod Coach (recorded or live).
• Trainees will still be required to report for work until the results are finalized; however, this is not a guarantee that they
will be endorsed to production.
• Trainees who graduate telephone nesting will be required to reach certain average scores based on their time on the
floor. Failure to meet these averages may result to disqualification and/or termination. Please refer to the Operational
Guidelines.
• Trainees who fail the telephone nesting will result to disqualification and/or non-regularization of your probationary
employment.

One of the conditions of your employment with Alorica is to successfully complete a 15-day Telephone Nesting Training period.
For your understanding, we have provided the following criteria for this and the corresponding metrics that need to be achieved
during this 15-day period.

The key metrics for telephone performance evaluation are described below:

➢ Interval of One Call Resolution (iOCR) or 2-day FCR (First Call Resolution)
▪ Properly addressing the customer's need the first time they call, thereby eliminating the need for the
customer to follow up with a second call within 48 hours or within 2 days from the time the customer called.
New Hire Training Agreement Page 5 of 5

➢ 7D First Call Resolution

▪ 7 Day First Call Resolution measures the percentage of customers NOT contacting us back within the 7-day
period following their initial contact with an Expert.

➢ UNCarrier Perspective Survey (UP Survey)- Resolution Experience

▪ Un-carrier Perspective Survey. How satisfied customers are with the Expert’s ability to fix their issue.

➢ Stay Connected- Delinquent Dollar Collected

▪ Stay Connected is the dollar amount of payments taken on calls where the customer had a delinquent/past
due balance shown in a percentage.

➢ Net Promoter Score (NPS)

▪ NPS is an industry standard that we use to stack ourselves up against other wireless carriers and highly
admired retailers. It checks the extent to which a customer would advocate for the brand. It is measured by
asking a Likelihood to Recommend (LTR) question: How likely are you to recommend T-Mobile to your
friends/family?

➢ Quality 2.0
▪ This is the number and severity of Compliance Defects observed during internal monitoring sessions during
the measurement period (generally a calendar month), consistent with current program measurement
standards.

➢ C&A Per 100 Calls Metric Definition

▪ Credits & Adjustments are measured when we make financial exceptions and changes to the customer’s
account vs. the services they receive, whether Good Will or policy-driven adjustments.

➢ Show Rate
▪ This is the measurement of how often you come to work when scheduled, and your punctuality during the
measurement period (generally a calendar month), consistent with current program measurement standards.

Regular Employees in PST, TCC and MTCC

• Regular employees who have shown non-compliance to attendance as provisioned by this Training
Agreement (Product Specific Training, TCC, and MTCC) will result to disqualification and may result to a
disciplinary action up to and including termination of employment.
• Regular employees who are to be disqualified due to failure in meeting performances standards and
certifications during training will result to removal from the account. This as well will be meted with a
disciplinary action of up to and including termination following due process.
• Trainers/Training Co-facilitators will monitor and assess your call handling progress. The above expectations
to be met.
• Notwithstanding the results of your T-Mobile Training performance, Alorica reserves the right to end your
employment based on other standards set forth in your Employment Contract with the Company.

From:

MA CRISTINA ESTEBAN
Training Manager

CONFORME:
I hereby acknowledge that the aforementioned has been fully discussed to me and that I fully understand the context of this
document.

RJ A. LEONARDO January 31, 2024

Signature over Printed Name Date