Management Information & Solutions

1. Management Information & Solutions MASTERCLASS EWD Fun facts to know and tell about the EWD Brought to you by Windex! Windex Makes It Shine

2. Master Class EWD • Introduction to the dialler and EWD • Dialler Metrics and You • Sources of Data Part 1: EWD/Unison • Sources of Data Part 2: Xcalibur/Nice

3. Introduction to Dialler and EWD • What Is the Dialler • What does that look like • What is EWD • What does that look like • EWD Broken Down • Download & Contact List Creation • EWD and the Dialler • Dialler, Xcalibur, Agent & Others • 4. One big happy family • Glossary of Terms • Questions

4. What Is The Dialler

5. Master Class EWD – What is a Dialler A Dialler is an automated dialling system, which when fed a list of accounts will systematically dial numbers and present those accounts to agents logged into the dialler. The agent will then action the accounts and send a disposition code back to the dialler. The disposition code simply lets the dialler know what to do with the account next. GE Utilizes a UNISON brand dialler. There are four (4) in total: 1. Burnley 2. Buranda 3. Parramatta (I think it has been relocated) 4. New Zealand Important Note: Agents in Australia don’t log directly in the dialler to work. Instead they use a GUI called Xcalibur. This is just a nice visual application which enables them to work more effectively with the dialler and host system. We’ll touch more on Xcalibur a little later on.

6. Diallers were utilised in GE as individual entities. They operated independently of one another. With the introduction of EWD this changed how the diallers worked and how we reported information. Master Class EWD – What That Looks Like UNISON Buranda Burnley • Download from Host • Imported into the dialler • Dialler applies filters to create contact lists • Agent logs into Xcalibur • Dialler sends account to agent via Xcalibur • Agent actions account via Xcalibur and sends disposition back • Repeat steps 5-6 Download Download Contact Lists Contact Lists Dialler Dialler XCalibur XCalibur

7. What Is EWD

8. Master Class EWD – What is EWD EWD is NOT a dialler. EWD is simply a dialler management tool. It enables us to run multiple diallers in any location (that includes globally) from a single location. This gives us far greater control over our list management and resource management. Think of EWD as the master and the dialler the slave. The dialler is doing all the actual dialling, EWD is just telling it what to do. The introduction of EWD into GE in 2006 completely changed the way that collections operated in Australia and required significant changes to where data is sourced, calculation of metrics and what information is now available to us. EWD looks complex, but key to understanding it is to understand the relationship between EWD and the dialler. Once you understand that, everything else will fall place. What Does It Look Like Now?

9. Master Class EWD – What That Looks Like EWD Download • Download from Host • Imported into EWD • EWD applies the filters to create the contact lists • Agent logs into Xcalibur • EWD sends accounts down in batches into the Diallers based on agent availability • Diallers dial the accounts sent by EWD • Dialler sends accounts to agent via Xcalibur • Agent actions account via Xcalibur and sends disposition back • Diallers send the results of calls back to EWD • Repeat steps 5 to 9 EWD Contact Lists Buranda Dialler Burnley Dialler XCalibur XCalibur What are the benefits of EWD? Why did we implement it?

10. EWD Broken Down

11. Download EWD Contact Lists Master Class EWD – Download & Contact List Creation Step 1: The Download Step 2: Contact List Creation Host System Probe Download • Vision (Cards) • ICBS (PL) • Genesis* (Motor) PROBE is the risk tool that makes the decision about what accounts will qualify to get sent to the dialler The download is an extract generated by probe containing all the accounts that qualify to be sent to the dialler. The download contains multiple pieces of information about the account that EWD will need in the next phase There is going to be a download for each host system Download EWD Filter Contact list Created in step 1 Each download gets loaded into a different region in EWD called an application. The filter is what is going to create each individual contact list. Contact lists are simply how we have chosen to split up our file. When it arrives for cards it will contain 70000+ accounts. The filters split that volume up according to collections strategy and compliance The Contact Lists have now been created in EWD and we can commence dialling.

12. EWD Buranda Dialler Burnley Dialler Master Class EWD – EWD and the Dialler Step 1: Decision Making Time (DOT) How will the contact list be run? * Predictive * Preview What is the number strategy? What contact lists will I run? Once these have all be set and agents are detected as being logged we are ready to go Step 2: Decision Making Time (EWD) EWD will review each account individually and asses whether it is suitable for dialling based on parameters that have been issued by the dialler team (phone number strategy, exclusion lists or disposition strategy) and that it has built into its functionality (Time Zone Restrictions). It will then send a batch of accounts to the Unison dialler with their instructions. Step 3: We’re Dialling Phone Answers We’ll address what happens next in the following slides EWD Sends Account Dialler dials the account Dialler sends the account back to EWD with a System Disposition a code letting the EWD know what happened Phone doesn’t answer The dialler can simultaneously call over 100 lines at a time

13. Buranda Dialler XCalibur Master Class EWD – Dialler, Xcalibur, Agent & Others Step 1: I have someone on the line When the phone answers, the dialler then sends that account to the next available agent that it detects through Xcalibur. If no agent is available it will put the customer on hold. If the customer hangs ups or if the dialler hangs up, it will send the account back to EWD without sending it to the agent with a system disposition In predictive this is where pacing of the dialler comes into play. Simply, how fast do I run the dialler, too fast and I will have a lot of hang ups, too slow and we will have agents sitting waiting for accounts. Phone Answers Account sent agent via XCalibur Agent Actions the Account Once call complete agent selects disposition Once the agent is through actioning the account they select a list of options that will tell the dialler what happened on the call, these are agent dispositions EWD decision making process starts again Dialler sends the account back to EWD Disposition for the account gets sent back to the dialler

14. Master Class EWD – Dialler, Xcalibur, Agent & Others Xcalibur Picture

15. Buranda Dialler Buranda Dialler XCalibur XCalibur Master Class EWD – Dialler, Xcalibur, Agent & Others The other two components to this diagram don’t actually participate in the dialling activity put it is important to know where they slot in. The real diagram looks like this: Host System Nice MQS Nice MQS: The agents calls are monitored and recorded via Xcalibur. Pieces of information are sent to Nice via Xcalibur. Such as the contact list, account number, agent disposition Host System: The above diagram shows how Vision is updated. The agent enters all notes via Xcalibur and Xcalibur sends the notes and actions to the host system. This is so the host system is updated with the information. For personal loans, they don’t enter the notes via Xcalibur they update the host directly.

16. Master Class EWD – One Big Happy Family Probe Host System Download EWD Contact Lists Buranda Dialler Burnley Dialler Host System Host System XCalibur XCalibur NICE MQS NICE MQS

17. Read the book, seen the movie, watched the musical and still have no idea what’s going on? Questions?

18. Glossary of Terms

19. Master Class EWD – Glossary Application Enterprise Wide Dialler Unison Dialler System Disposition Agent Disposition Host System Xcalibur Predictive Dialling is where the dialler is the system making the calls. It will call hundreds of accounts at the same time, if it gets an answer it will queue that account to be worked by an agent. It it doesn’t get a response it will simply record what response it did get (system disposition) and move on to its next set of instructions. Timing and staffing is very important in predictive dialling, if it runs too slowly we’ll have idle agents if it runs too quickly we will have a lot of people abandoning the call. Preview dialling is where the agent is making the calls, the dialler is more or less a work flow tool. Feeding the accounts systematically to the agents when they become available. The dialler can do delayed dialling, for example 5 second preview, where it will present an account to the agent and dial a number 5 seconds later, giving the agent time to review the account. Lets take a closer look at what this looks like. First predictive.

22. Master Class EWD – Problem Solving • Scenario: • On the XX of May 2009 an agent on the floor reported being presented with an account through the dialler that had already been called earlier in the day, the customer was spoken too and a promise taken. Investigation of the account showed that it has a PTP disposition in NICE and Excalibur, however the dialler shows a different code (BN). The Dialler Leader has asked you to assist in finding all PTPs that returned to EWD as BN outcomes. • Severity: • This is a severity one issue and investigation is time critical. Calling back customers on the same day after customer contact is a major compliance breach. If this is not shown to be an isolated issue the dialler will be shut down whilst the problem is fully resolved and investigated. • Objective: • Provide any account(s) that have been impacted by this problem. • Confirm if this is an isolated incident or has multiple occurrences

23. Master Class EWD – Problem Solving • Resources: • Nice call recording data for day in question • contact_event table for day in question • Disposition group mapping • NICE call recording and contact_event for previous days • Hints and Notes: • All times in contact_event are time stamped as GMT + 0. Australia and the Nice call recording data are time stamped GMT + 10. • Dispositions in Nice and EWD aren’t going to match in all instances Problem solving is evolving. Work the problem.