infigo final content

WOW4 | Meero | Ningja Moves | Survival Kit | R2R

“A leader's job is to look into the future and see the
organization, not as it is, but as it should be” – Jack Welch

“I Have a Dream” were the famous opening line of
Martin Luther King Jr., at which bespoke of the change he aspired
for. This is no different from what vision the TIP Mobility Leadership
team had for the business. We wanted to grow mobility so we can
set the path for our team members who are capable of great things.
But a dream is only a dream until we act on it. And that’s how we
created Enhance to Empower.

What is Enhance to Empower: Coach Camp? Is the structure
Mobility Leadership had invested on to breathe into life the dream
we have of growing our business.

How do we execute on Enhance to Empower: Coach Camp?
 It’s setting clear standards on our hiring
 Working closely and in unison with our training partners
 Making sure that we shape up the structure of our support system

for our coach camp new hires.
 Constant improvements through validation of outcomes

The result is remarkable and we foresee a future that was once
impossible possible. The job is not done yet. We are doing all of this
changes to make sure that we help both the business and our
people grow. We encourage everyone to wear the same Growth
Mindset.

Ma. Lhalaine Tan
Operations Manager | Mobility

Official E-Newsletter of TIP Mobility E2E | The impressive journey of E2E
April 2019 Edition | Volume 1

By Marx Lenn Mendoza

On top of our initiatives in Mobility, we wanted to
recognize Postpaid frontline members who carried out #WeCare,

#WeListen, #WeDeliver, and #WeAmaze customer service to
our customers. Randomly selected verbatim from agents’
surveys with 100% Week-to-date T2B will qualify. The verbatim
must have at least two of these hashtags. The call will be
listened to make sure we deliver the quality we are expected to deliver. Candidates will be
ranked according to their Month-To-Date T2B, and our Top 2 will receive an automatic
PTO approval*. And our New Hires a.k.a E2E Agents were among our recent candidates!

Albert is the first WOW4 candidate and his
team is proud to have our first to come from
the E2E pool. He is known for having a perfect attendance! Yes! You read it correctly –
PERFECT ATTENDANCE when he travels 1-2 hours from Marikina and making sure to catch
another 1 hour of attendance in snooze box before he starts his shift. Albert says that it has
been a part of his rhythm to never be late or go on absent even from his previous employer
abroad. His thoughts were “not just because its part of my job, but every minute counts and
you have to respect the job you have!”

Our recent WOW4 candidate,
Danielle – is a mom of a 3-year old
baby girl and a working student (taking Management course). During Danielle’s first month
from taking calls, she decided to resign and felt that a different career path suits her. Until
one day, with the help of her supports, she realized what she needed now and what she need
is a consistent income. An income that would help her to complete her course and to give her
daughter a better future. She understand how important her role is in this career and thought
of progressing someday. Danielle tells to herself always – “We fall, we struggle, we had
mistakes. But the important part is how you stand up again!”

… CONTINUATION

What is it about?
By Andrea Zacarias

Rank 1 PINfallible is a tool created to minimize error in
Lucky Pia (88.52%)
authenticating account in almost every call. It provides
Rank 2 a step-by-step process and disclosure rules mimicking
Edlyn Magno (86.89%) the step of a typical inbound call.

Rank 3 How did we come up with that name? PINfallible came
Albert Monteverde (85.25%) from the words: PIN and infallible. Infallible means
faultless or error-free which supports the primary
Rank 4 objective of creating the tool – to ensure faultless or
Mary Grace Tamayao (81.97%) error-free verification and disclosure rules.

Rank 5 With the creation of this tool is primarily for New Hire
Maria Teresa Bolanos (81.97%) folks using Google Sites. They find the tool very
helpful in their calls to ensure that they won’t commit
By Rachelle Nining mistakes in verification as early as productive practice.
It lowers the chances of agents committing privacy
Ningja was born as an initiative breach and therefore living our TELUS brand – To put
to address frequently asked questions, to customers first!
know what are the frequently asked questions
and call drivers. Collated FAQs are shared “A leader's job is to
among the E2E pool along with some of Best look into the future
Practices via email for a collective learning and see the
purposes, documented for future reference. organization, not as it is, but as it should
be” – Jack Welch
It’s a wordplay of my
last name and ninja. “I Have a Dream” were the
Ninja Moves is a famous opening line of Martin Luther King
term popular with Jr., at which bespoke of the change he
millennial that is used whenever you portray aspired for. This is no different from what
something extraordinary. The content of the vision the TIP Mobility Leadership team had
email is a combination of OneSource and for the business. We wanted to grow mobility
Virtual Campus data with a collaboration of our so we can set the path for our team
( TC Ingrid, Drea & Ning ) Best Practices &
ideas. We were challenged getting the buy-ins to read
the emails. Then, we decided to add read
receipt request and spot check questions to
increase their accountability in reading and
understanding the content of the email. It helps
the agent to address knowledge gap and
increases T2B.





Feb March April
33.33% 10.71% 4.17%

Improvement on B2B based on February versus April MTD score is the

Feb “I can say that all of us has our own learning curves. To me, knowing
86.84% my weakness and humbly dealing with it is the best practice. Weakness is not
a restriction but an opportunity for improvement. Moreover, I focused on the
technique on how I can learn easily.

I have my own checklist we’ve listed every coaching and make sure I am applying
during calls. In addition, in every call, making sure to learn something

The support I am getting from my mentors( Nining, TC Ingrid and Andrea) are
preeminent because they are looking for the best way to improve my opportunities.”

- Madelin De Guzman

March April

88.75% 91.43%

Improvement on T2B based on February versus April MTD score.

“Provided me the support that I need like positioning
statements, emotional/moral support, and how to improve my call handling.

I actually did not imagine myself being part of BPO but, the amount of
excitement I have right now with TELUS is incomparable. No regrets switching
career. It’s a great opportunity. And the culture is a big wow!

Just enjoying what I do. Love what you do. And the rest will follow.”
- Mc Loumar Sorronda

Feb March April
78% 85% 94%

Improvement on Reso Revo based on February versus April MTD score.

Starts with effective probing to get to the bottom of the issue of my
customers. Making sure to utilize my resources such as One source, FVA and
contacting support teams. Followed by providing resolution or options. In addition, I also
check for their understanding. My spiel is “I realized I have given you a lot of information,
Just to make sure you don’t have to call us back again with the same issue, can you tell
me what needs further clarification? ”

I love coaching in terms of enhancing my skills and call handling, regular performance
review to ensure what I still need to work on and doing role play before I go back taking
calls to make sure I apply what we talk about during coaching.

- Marc Jim Corpuz

This is how we run our business in February versus April. An improvement we are so proud
from the efforts we all created, together!

T2B improvement of B2B improvement of

7.99% -5.37%

eCLL improvement of Sales improvement of

4.25% 75.76%

Official E-Newsletter of TIP Mobility
Enhanced 2 Empower

“INFIGO The impressive journey of E2E”

April 2019 Edition | Volume 1

___________

CONTENT ADVISOR
Minerva Liwanag

DESIGN
Marx Lenn Mendoza

WRITERS
Marx Lenn Mendoza
Andrea Zacarias
Rachelle Nining

PHOTOS
Front Cover:
Madelin De Guzman
Mc Loumar Sorronda
Marc Jim Corpuz

Content:
Team Irish’s Batch 192

Page 3:
Ma. Lhalaine Tan

Page 4:
Albert Monteverde
Danielle Go

Centerfold:
Team Ailyn’s Batch 190 & 191B

Page 9:
Team Ingrid’s Batch 193

THANKS TO:
Janina Lee
Jayson Toledo
Sydney Dolotallas