Dennis Bendanillo

Dennis Bendanillo Team Leader, Operations Billing & Sales Since 2017 As a dedicated and results-driven professional, I specialize in providing a range of services, including data entry, email management, project management, leadership, and billing optimization. My extensive experience in the BPO industry has equipped me with the skills necessary to enhance operational efficiency and drive successful outcomes for my clients. ABOUT ME Competencies • • • • • • Excellence in Delivery Authentic Leadership Acting with Integrity Quality Analyst Root Cause Analysis Database Management Highlights 2023 Outstanding Team Leader 2023 Top Team for IPBB Sales Q3 2023 Top Team Leader • • • Achievements Overview • • • • • Reduced email response time by 50%. Enhanced team productivity by 25% Improved customer satisfaction scores by 15%. Achieving a remarkable 30% increase in quarterly sales. Reduced the Average Handling Time (AHT) for by 15% PROJECTS Total Calls Audited Total Calls Audited Step 1 Loyalty Transfers 628 Eligibility 93% 7% Compliance 96% 4% Accept Rate 0% 295 46.97% 100% Loyalty Transfers per Step Count 81% Step 1 19% Step 2 4% 96% 97% 3% 14% 86% Step 2 1% 99% Step 3 45% 55% 89% 11% 44% 56% Step 3 5% 95% Step 4 76% 24% 94% 6% 36% 64% Step 4 5.50% 94% Step 5 50% 50% 86% 14% 40% 60% Step 5 9.63% 90% Step 6 54% 46% 86% 14% 58% 42% Step 6 60.09% 40% Overall 52% 93% 36% Transfer % 47% Right Size Accepted 113 18.0% DTV Package before Right Sizing vs DTV Package after Right Sizing 0% 0% 0% 0% PACKAGE AFTER RIGHT SIZING 21% 7% 0% 21% 0% 3% 50% PREFERRED XTRA 69% ULTIMATE SELECT 100% 76% 25% FAMILY 71% ENTERTEINMENT 0% ENTERTAINMENT 25% 25% 0% C HO I C E 0% 6% E N T E R T AI N ME N T CHOICE 0% 0% PR E MI E R SE L E C T XT R A PACKAGE BEFORE RIGHTSIZING DTV Package before Right Sizing DTV Package after Right Sizing 19% 40% 14% 22% 24% CHOICE CHOICE ENTERTAINMENT ENTERTAINMENT PREMIER ENTERTEINMENT SELECT FAMILY XTRA SELECT 18% 5% 1% 35% KEY PERFORMANCE INDICATOR CSAT Sales 7D Repeats AHT CARELAB SERVICE: WFE TRIAL Agent Tracking Insights Team Leader and QA Audit: OSD: 722, 1, 2% Scope of Support Remote Troubleshooting (63%): • Resolving issues related to DirecTV remote controls primarily involves addressing problems like programming, pairing, or functionality, without the need for more advanced technical support or an on-site technician visit. OSD 721 (35%): • This is a frequent issue, but it's resolved over the phone most of the time. OSD 722 (2%): • This issue appears to be relatively rare compared to OSD 721. OSD: 721, 22, 35% Remote Troubleshootin g, 39, 63% Transfers: Call Not Transferred (84%): The majority of cases were handled without transferring to another team, implying effective first-call resolutions. Transferred to Tech Care (16%): A smaller percentage of calls were escalated to satellite tech support, likely for more complex cases which is not included on WFE flow. TL and QA Audits Tech Care (Satellit e) 10% OSD 721 Remote Tech Care (Satellit e) 22% Call Not Transfer red 90% Key Insights: Remote Troubleshooting Efficiency: Remote troubleshooting is highly effective, with a large portion of OSD 721 issues being resolved without escalation. Low Transfer Rate: Only 16% of calls are transferred to satellite support, indicating strong first-call resolution rates. Call Not Transferre d 78% Protection Plan Utilization: A substantial portion of customers already have protection plans, potentially reducing the number of recurring issues. CARELAB SERVICE: RIGHTSIZE PILOT Agent Tracking Insights Services Rightsized Grand Total Volume NA - Transferred to loyalty 402 47% Customer does not want to make changes 126 15% DIRECTV Base Package 112 13% Premium Channel 94 11% Multiple Services 48 6% DTV Protection Plan 42 5% NA - Escalated 12 1% Unused Receivers 10 1% Local Channels 8 1% SVODs 3 0% NA - Discount applied 3 0% 860 100% Grand Total TL and QA Audits Right Size Guide Step Compliance Acceptance Rate (When offered) AHT per Step Step 1: Locals 96% 29% 50 Step 2: SVODs 96% 14% 0 Step 3: Premiums 89% 45% 17 Step 4: Receivers 93% 33% 105 Step 5: Pplan 84% 38% 47 Step 6: Base Package 85% 58% 74 Overall 92% 37% 118 Team Leader and QA Audit: 507 Transferred to Loyalty: 231 of 507 Audits • 45.56% were transferred to loyalty What was the resolution of the Loyalty Dept? • 82.66% (143 of 173 audits) – Customer accepted a promotional offer from Loyalty • 17.34% - Made changes with loyalty without discounts When does the customer indicate cancel? (keywords: Competitor, Cancel, Switch) • Step 1: 19% • Step 2: 2% • Step 3: 5% • Step 4: 4% • Step 5: 11% • Step 6: 59% Top reasons why they declined rightsizing options • Customers want to keep the same service and continue to get the same discounts • Customers transferred to the Loyalty department often accept a discount of $10 to $15 for 12 months • Discounts are more effective for customers than making small changes, such as removing local channels, premiums or protection plan. Save offers • Premiums 85% Pitch rate, 26% save rate • PPLAN: 75% Pitch rate, 17% save rate FROM GOOD TO GREAT Performance Output Pilot vs Non-Pilot Lower Bill - Pilot AHT Pre-Trial Trial Phase WE0720 WE0727 WE0803 WE0810 WE- CSAT 69.90% 66.67% 85.71% 40.00% 75.00% 66.67% 100.00% 80.00% 103 33 7 10 4 9 3 70.00% 18.24% 16.45% 18.36% 14.81% 15.81% 17.07% 15.98 60.00% # of Surveys Transfer to Loyalty Findings -% 66.67% 1000 - 50.00% 40.00% 30.00% ORS • Verbatims: Knowledgeable, Sounds like an expert 16.45% 20.00% • Removing WE0727 the pilot team would be at 77.77% 10.00% • WE0727 Findings (40% CSAT) 0.00% • Following flow chronologically Pilot Team • Discovery questions to add/resell value of services. CSAT AHT • Increased due customers not accepting offers on earlier steps • Most commonly makes changes on Base Package (Step 6) or wanting to be transferred to loyalty • 118 seconds to reach to step 6 Recommendations • Revisit Prioritization Matrix (Locals>Premiums>Protection Plan>Receivers>Base Package) • Proactive Save offers for customers who value specific products/service • Pain Points: Price Specific / Resolution Specific • Have the agents proceed to save offers or don’t go through steps if it doesn’t meet need • If we launch to GEO, we expect an increase of 100-110 seconds • Trial Treatment • Extend • Launch 800 600 15.88% - Non-Pilot Team Transfer to Loyalty AHT