Welcome & Support Centre (WSC) Operations

1. Welcome & Support Centre (WSC) Operations

2. Agenda • Introduction • Overview of Operations • Size of the Operations • Multi-lingual environment • What we do (RCA) • Why we troubleshoot • OSA (Knowledge base) • Current Translation process and its consequences • Expectations from SMART

3. Introduction • Sophie Pidoux-Loughran, Internet Customer Support Manager • Xerox (Europe) Limited includes 4 Call Centres: • The Welcome & Support Centre • The Consumables Call Centre • The Financial Call Centre • Other services • Xerox (Europe) Limited, Dublin, Ireland • Xerox (Europe) Limited employs around 1,500 people in Dublin

4. Governance and Financial Services – Building 4 Welcome & Support Centre Buildings 3 & 5 Consumables – B5 XBS, EDS - B2 Financial Services - CA & Irish Central Business Unit, Building 1

5. WSC background & structure • The WSC takes: • 5 million calls each year • 23,000 calls a day • We support: • 14 European countries • 11 languages • allXerox products Other teamsin the WSC: • Technology team • KMT (knowledge Management Team – OSA KB) • PLT (New Product Launch Team) • Quality & Processes • Training • Reporting • Web Promotion team 400 people in the Welcome & Support Centre: • Frontline (265 agents) • Escalated Support: • Hardware:1st Level (15 specialists) • Software: 1st Level (27 specialists)

6. Remote Customer Assistance (RCA) • What we do (high level): • To help customers with their technical problems over the phone. • If we cannot solve it, then we arrange for a field engineer to be sent. • RCA • The objective of the WSC is to solve as many calls over the phone or on the Web. • The RCA rate is a KEY measure for our performance in the WSC. • There are 2 main Groups in the WSC (performing RCA): • Frontline • Escalated Support

7. XE Remote solves over the phone (RCA) 2006 22% in 2006 Target: 29% in 2007 Internal

8. OSA external usage / Success rate (XE) External 75% 30,000 sessions per month • Key Messages: • Remote solves are done earlier in the service process • The success rate is quite high

9. How do we support customers Escalated Support (SW –HW troubleshooting) Email WEB www.xerox.co.uk/support Online Support (external OSA KB) WSC Frontline team Phone 5% 22% PHONE S.A.M. (Speech Recognizing system)Technical Support or Consumable Online Support (internal OSA) Online Support (internal OSA) • Eureka • Labs • Etc… Field engineers 73%

10. Xerox Help Desk: a Multilingual Reality • Each language group has got: • 1 Manager • Several Team leaders (on average, 1 TL manages 15 to 20 agents) • 1 or 2 Technical Mentors (to help the troubleshooters to use OSA and dealing with problems with customers) • Agents / Troubleshooters *The Nordics use the OSA in English. Not translated!

11. Why do we do Remote Solve over the phone (RCA) or on the Web? RCA (Remote Customer Assistance)

12. Support Cost Cost of Problem Solving Resource <$1 $5 $10 $30 $120 $2 Web Self-Help Email Logistics Partner On Site Service Engineer On Site Welcome & Support Centre Escalated Support Objective: Customer problem solving to move earlier in the process, enabling us to restructure our business and reduce cost of support.

13. What do we use for troubleshooting over the phone or on the web? OSA (Online Support Assistant)

14. Completed 3Q06 TBD Geographic Deployment Key Messages: Supported in virtually every Xerox market Available in English, French, German, Dutch, Italian, Spanish, Portuguese, and Simplified Chinese

17. Search for your product by name Or use the product selection tool

18. Browse for Solutions Search using Natural Language Query Search by Fault Code Clicking noise Product Specs FAQs updated based on top problems reported

19. Customer Search Terms are highlighted in the Results Listing The Customer may Refine their Search, if necessary

20. The solution can be printed or emailed The Customer may contact Xerox for additional support, if required

21. Facts on OSA • GLOBAL program (OSA project started in Sep 2000 when the Global team (eService) was formed.) • OSA main features: • KB for both customers and agents (different templates as different needs) • Cater for novice and expert users for both internal and external audience • Includes All products (PSG, office, OSG, etc…) (more than 400 products in the KB) • Multi-lingual (De, Es, Fr, It, Nl, Pt) • Handle localisation • Highly graphical KB • Content: Technical Solutions +fault codes + error messages + How To Product Specifications +FAQs for each product • Option to email or print solutions • Content includes hardware and software solutions • Option for agents to provide feedback (general and technical) • OSA was deployed for customers (“naïve users”) in 2002 and to the agents (“Troubleshooters”) in 2003.

22. Current Translation process

23. Existing KB Translation Process • Facts: • Weekly updates of English KB • The OSA KB is available in 7 languages • We use 1 translation agency • In 2006, we translated 3.5 million words Global Knowledge & Language Services • Problems: • Translation process every 9-12 months • Takes 3 months from the time we request translation and the time it is available in Production • Funding translation is difficult • Result: • English and French KBs not in sync • Non English Agents use English KB

24. How to reduce Translation cost? • Industry standard translation tool used: • Use of translation memory • Facilitates literal translation for content not in memory • Style Guides used to minimize customization KB “In-Context” Translation Validation Tool • Agreement reached to utilize a single, universal (i.e. “generic”) version of English, French, Spanish and Portuguese, saving incremental translation and file maintenance of additional languages • The side-by-side “in-context” validation tool is used to review and correct literal translations – which are then loaded into translation memory.

25. Need of translation PROVEN We know, thanks to a project on translation, that RCA is actually higher when agents are using their local / translated KB (even with limited content) Key Learning • 10% - 50%reduction in agent talk time when KB’s are translated into local language. • 22%reduction in serviceable calls being escalated to 2nd level or field. • Avg. web solve rate is150%higher on knowledgebase’s that are translated into local language

26. How to improve the OSA usage internally XE – Quality Assurance project – Nov 2005 – April 2006 USA – Quality Assurance projects – 2005 - 2006

27. OSA KB usage v RCA rate: USA findings • There were several projects conducted around solve rate (in the USA) and every project recommended to focus on increasingusage of the OSA KB in the Welcome Centre. • Why? Because the OSA usage is linked to the RCA rate. The more the agents use the OSA KB, the higher the RCA rate is. • USA DATA: • About 6 months ago, the US KB usage was roughly 30% • Now, it is around 55% and rising. 

28. Main issues in XE (April 06) • Translation not frequent enough (out of date) • Search mechanism not effective enough • Poor communication between the OSA group and the WSC • No focus from Management (no targets for OSA) • Not enough content in OSA for New Launched products • Repetitiveness of tasks v Technical Knowledge (Controlling & Mentoring) • Working in a pressurised environment (Not ranked by order of importance)

29. Solutions implemented/ in progress in XE • More focus on OSA from: • Management • Training • Mentors • KMT • OSA KB enhanced (search mechanism, etc…) • OSA training package enhanced • eService strategy updated / Global team re-formed • Translation Strategy (WIP) • Web Promotion

30. We need more help with translation Is SMART the answer?

31. SMART Key features • Cross Lingual Information Retrieval (CLIR): Allow users to search an English KB using keywords in his own language e.g. Norwegian agents using the English KB • Term Translation: Users can also use the On the Fly translation (terminology translation enhancement) feature for the English solution (mouse over) • Domain Specialization: Focus on improved Machine Translation technologies + Supporting call centre agents in cross-language contexts 1 2 3

32. 1

33. On the Fly Translation 2 • Enhance English Knowledge Base with native language terminology (e.g. French): “lignes blanches horizontales” • Query in language other than English (e.g. French): “lignes blanches horizontales”

34. Dump into Add translation Translated XML file English KB French KB Translator Export to Update Content for translation Forward to GKLS Compare to Translation Memory XML file GKLS input batch Forward to GKLS Export to XML file Dump into English KB French KB 80% French + 20% English content with ability to search in French Indexing English KB Forward to GKLS 80% French + 20% English, (English content enhanced with translated terms = translation available with mouse over) Export to XML file Indexing & Automatic translation of TECHNICAL terms Dump into French KB Updated XML file Enhances XML file and generates AT-OSA 100% French (but 20% automated translation) Dump into French KB Updated XML file Enhances XML file and generates AT-OSA Indexing & Automatic translation of ALL content Current Process Phase 1 CLIR Phase 2 Requirements TRANSLATION CLIR + Terminology Translation Full MT Phase 3

35. Summary of our Expectations With Technologies issued from the SMART project, our expectations are as follows: • Search the English OSA KB using non-English key words • All new English content to be automatically translated and made available to non-English agents (and maybe customers) • Get a cost reduction in our Translation bill with our translator partner GKLS • Increase the OSA KB usage • Increase RCA • Decrease Escalated calls • Reduce Agent’s talk time

36. Challenges • SMART issued Machine Translation technologies will not replace the manual translation & costs • Xerox will have to co-exist and integrate SMART technologies with the OSA infrastructure • SMART will have to be performant (speed wise)

37. Additional Information

38. 2000 2004 eService -Why do it? • Customers expect it from a digital company • Provides support alternatives to Customers • Draws significant loyal traffic to Xerox.com • Significant reduction in infrastructure costs • Job enrichment, retains critical support skills Key Message: We recognized the industry shift to customer self-service was accelerating

39. Xerox.com SOHO FAQ’s RCA (eService Interim) XE C&TS Print System OESBT SOHO Europe A Coherence Breakthrough . . . OPB Key Messages: Common Customer Support experience for all products Eliminates 7 external customer facing web sites Retires 13 legacy support systems

40. Localized Results Content dynamically displayed based on Country and Product variables Service Strategy in UK does not permit Customers to change the Copy / Print Cartridge

41. Internal OSA KB

45. VOC - OSA usage Sample size 115 (WSC technical reps).

46. XE VOC (agents)– OSA usage (Nov 05)

47. 5 WHYs on Fishbone & Priorities Define Measure Analyse Improve Control Measurement Manpower Machine TSR tenure OSA report Link break TSR attitude Target usage / Incentive Info missing Customer error Translation Service level Research Key word OSA training Refusal RCA Slow access CQT quality Product knowledge Download access denied Mentor coaching Headcount Mentor usage Poor New Products KB Customer not cooperative Poor Software KB GFFM submitted Helpdesk Customer UK v Other LG KB Call length Mentor support Lack of Graphics Trend tool Why OSA usage varies across WSC ? ESG escalation Checklist consistency Mail sent to Customer Recall Color escalation Chase Special event PSG products Communication KMT/Front Line Non Serviceable call Historic of tool / perception Broken part Cycle GFFM validation Business Changes Tips V KB Closing call Systems complexity Service manual Call activity Consumable User/Admin guides Crash of all systems Process Management focus Training manuals Upgrade KB strategy Other Websites UK KB first Top 90 Sol LSS#1 Mother nature Method Material

48. WSC History • October 1998Welcome Centre migration from countries • January 1999Channels support migration from Countries and Outsource Provider • April 2000Textronix migration from UK to Channels OPB • June 2002 Merge Channels and Welcome Centre • January 2003 • Office Escalated Support moved to WSC • January 2004Lean Six Sigma RCA Improvement Projects implemented • May 2004Operations Language alignment • March/July 2004 • Migrated Spain/Italy OSG business to WSC • April/July 2005 • Migration of Portugese welcome centre to WSC • November 2005/February 2006 S.A.M. Voice recognising system • April/June 2006 Voyageur

49. FINLAND Remote solves (RCA) 2006

50. UK Remote solves (RCA) 2006