CARE – Enhanced Routing

1. CARE – Enhanced Routing Business Transformation Group Chris Columbia October 31, 2007

2. The purpose of this initiative is to: • Match the right customer, based on their issue, to the right CSR, based on their skill set. • In order to: • Increase customer satisfaction thru FCR, NPS and efficiency. • Provide the CSR an opportunity to service to sell. • This will also provide the ability to: • Provide tier two support to resolve customers issues. • Prioritize calls in queue. • Gain insight into KPI metrics by call segment.

3. ? VRU Today the current call routing process is capable of: Calls Calls Calls Delivering calls to the “first available” CSR regardless of their ability to resolve the issues.

4. ! The future call routing process will be capable of: Sr. CSR Escalations Calls VRU Calls CSR Level II Calls Assist Queue CSR Level I 1) Delivering predictable call segments to the CSR’s with the appropriate skill set to provide efficient service.

5. Response Source Calls VRU Calls Calls Data The future call routing process will be capable of: • Information to route calls should be gathered in 3 ways: • Response – Information provided by selections made while navigatingthrough the VRU. • Source – Information known based on the origin of the call based on 800# or transfer. • Data – Information obtained from the Customer record thru data mining once the customer has been identified.

6. The future call routing process will be capable of: • Report • AHT by Segment • Real Estate 401 • ICC 203 • True Collect 188 • EZ Pay 267 Reporting KPI by: (AHT – FCR – NPS – ABA) Call Segment: ICC Real Estate EZ Pay MortgageServ Etc. Associate Level Level I, II and SR. • Report • FCR by Segment • Real Estate 88% • ICC 79% • True Collect 87% • EZ Pay 87% • Report: • Call Prioritization • Real Estate #1 • ICC #2 • True Collects #3 2) Delivering reporting that will drive business decisions.

7. T I M E 450 sec 415sec 388 sec Level II Assoc Reporting that will give insight into performance AHT: EZPay – LII – Oct 08 Example For illustration only Reports insight by segment, by KPI, by employee level and by individual employee.

8. AHT: EZPay – LII – Oct 08 T I M E 450 sec 415sec 388 sec Level II Assoc Reporting that will give insight into performance Assoc #: 56 Calls / Mo: 82 W# 1-2444-8 2-4254-7 7-2659-8 Reports to manage associate development.

9. AHT: EZPay – LII – Oct 08 T I M E 450 sec 415sec Assoc #: 24 Calls / Mo: 21 W# 1-2434-8 2-4234-7 7-3659-8 388 sec Level II Assoc Reporting that will give insight into performance Reports to manage associate development.

10. Sales: All Sales – Oct 08 64% SELF-SERV High sales opp. S A L E S Per 100 C A L L S 44% SELF-SERV Low sales opp. Avg Call Segment Reporting that will give insight into performance Data driven decisions

11. The future call routing process wil be capable of • Tier two, or Assist Queue gives Associates the ability to get the support they need while the customer is still on the phone. Sr. CSR Escalations CSR Level II Assist Queue 150 to 200 “folder issues” are created in Chesapeake each month to be researched by Unit Mgrs in addition to the 500 Branch Requests completed. CSR Level I 3) Improved FCR through predictive routing and “safety net”.

12. The roadmap to deliver the future call routing process. Generation II • VRU overhaul • Require Customers to Identify • Full Call Segmentation • Account “look-up” Segment • High Sales Segment • Global Assist Queue • Virtual Site configuration • Automated reporting by: • Call Segment • CSR Level • Rep Level. Generation I • Minimal VRU changes • Require Customers to identify • 5 Key Call Types Segmented • Start of Call Prioritization (RE) • Associates Levels Established • Local Assist Queue • Chesapeake only * • Should expand to offshore • Reporting Enhancements (Q4 2007) (Q1 2008) (Q2 2008) (Q3 2008)

13. Today we are here on the roadmap: • Local Assist Queue • Reporting Enhancements • Associates Levels Established • Minimal VRU changes • 5 Key Call Types Segmented • Start of Call Prioritization (RE) • Chesapeake only * • Expanded to Offshore Partially there Risk October November December January

14. Generation I Segment Volume A L L C A L L S Branch 40,000 Spanish 2,000 MortgageServ 3,000 EZ Pays (Complex) 2,500 ICC 2,000 True Collects 4,000 Real Estate (Other) 40,000 Other 30,000 Demonstrate proof of concept and improved throughput.

15. The time studies show significant opportunity Time studies were competed comparing the amount of time to handle various customer issues.

16. Primary Secondary Tertiary Senior Level True Collects Assoc Level 2 Branch Assoc Level 1 Customers would not experience longer hold times Each Call Segment is given a routing priority scheme

17. Provides Associates with Career Pathing Senior Level Assoc Level 2 • 12-18 Mo. Tenure • tenure. • Meet & maintain • KPI metrics • Demonstrate ability • to successfully take • T3 Calls • Must pass skills • assessment test • Fast Track Poetntial • for prev exp or rehire • 6-12 Mo. Tenure • Additional Training • Pass Proficiency • assessment • Meet & maintain • KPI metrics. • Demonstrate ability • to successfully take • T2 Calls Assoc Level 1 • New Hire • Initial training • graduate • MS & ICC • trained • Hit Sales Quota • for level

18. Recommended Next Steps • Implement new MECE Call Tracker reasons at all sites. (Mutually Exclusive Completely Exhaustive) • Identify level of complexity associated with each sub-reason based on brainstorm results. • Determine what percentage of the call volume is required to be serviced on shore. • Analyze Call Tracker results to determine greatest opportunity for process improvement and impact. • Plan to modify VRU based on Tracker results to route calls based on response, source and data. • Implement reporting from VRU showing paths, call volume in each path and self-serve results.

19. Recommended next steps (continued): • Determine quantity of calls that fall to the floor that could have been handled in the VRU. • Determine volume and time to initiate and complete Branch requests and CIT’s. • Identify the number of Branch Requests / CIT’s that should have been handled as FCR. • Re-evaluate the current 9 “skill set” segments for impact and benefit. • Use Call Tracker to create skill assessment to evaluate current ability to effectively handle all customer issue . Create skill assessment to determine CSR Levels for call routing. • Create communication plan for performance required to achieve and maintain CSR Levels.

20. Recommended next steps (continued): • Use Call Tracker to create skill assessment to evaluate current ability to effectively handle all customer issue . Create skill assessment to determine CSR Levels for call routing. • Create communication plan for performance required to achieve and maintain CSR Levels. • Assign Levels to all CSR in each site. • Conduct JAD Session for the Build Mode with key technology players (see appendix A). • Test VRU changes in non-production environment. Secure resources in advance. • Bring in adhoc resources for Legal review, Marketing programs, and impact to the RSB when necessary.

21. Appendix A