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295

FIG. 2A

205

280

B MICROSOFT INTERNET EXPLORER PROVIDED BY OPPENHEIMER WOLFF & DONNELifLLP

.305

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WELCOME ANNE! TUESDAY JULY 9, 2002

ONLINE

SEARCH

CALL TIMER: 0:00:00:TARGET

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N

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URGENT NOTICES

ADDITIONAL LINES SPECIAL OFFER - UPDATED PRICING - INFORMATION
BEFORE YOUR SHIFT MAKE YOU FAMILIARIZE YOURSELF WITH THE NEW PRICING
THE CAMPAIGN LAUNCHED TODAY HAS GREAT DEALS YOU SHOULD KNOWABOU
THE ACCENT WORKS CAMPAIGN INFO. HAS BEEN UPDATED
NEW DETAILS HAVE BEEN ADDED TO THE COMPLIANCE INFORMATION REGARDIN]
MAKE SURE YOU READ THROUGH THIS BEFORE GOING ONLINE. MORE...
ACCESS THE LATEST COMPLIANCE ELEARNING MODULE - LAUNCHED TODAY

COMPLIANCE IS ABSOLUTELY CRUCIAL - EVEN FOR THOSE OF YOU OUTSIDE OF
DEVELOPED A NEW ELEARNING PACKAGES THAT WILL HELP YOU UNDERSTAND H
ACROSS THE BOARD. MORE...

MY PERSONAL STATUS

3

OThFRNOTICFS.

220

REWARD POINTS ■KPI DETAIL

NEWACCENT CALL CENTER DRIP FREE CUPS NOW AVAILABLE PETER ADAMS IS VISITING THE CALL CENTER TODAY AT 3PM BONUS CALCULAIUR

A FIG. 2B

RETAIL.ACCENT.COM
■ WWW.ACCENT.COM
WWW.GR0UPAC.COM
DIRECT0RYACCENT.COM

ACCENT IN THE NEWS

2s

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$20M ACCENT BOOST FOR FINANCIAL DISTRICT
ACCENT HAS PLEDGED TO INVEST $20M ON HIGH SPEED
BROADBAND CONNECTIONS TO HELP FOSTER A NEW FINANCIAL
SERVICES DISTRICT IN CENTRAL TEXAS.

ACCENT EXPO BRINGS BROADBAND TO BUSINESSES
NATIONWIDE WITH SATELLITE SERVICE AND EXTENDED REACH
ADSI

ACCENT EXPO HAS TODAY ANNOUNTED TWO INITIATIVES WHICH
WILL BRING BROADBAND WITHIN REACH OF BUSINESSES
GO TO ACCENT TODAY...

RECOGNITION

A SPECIAL MENTION TO ANNE ADVISOR WHO HAS
SUCCESSFULLY CONTRIBUTED THREE IDEAS THIS WEEK ON HOW
TO HANDLE DIFFICULT CUSTOMERS. CHECK OUT THE EXPERT
SOLUTIONS SEARCH FOR MORE DETAILS

THE MONTHLY DRAWING TOOK PLACE YESTERDAY - AND
JOANNE BURK IS OFF TO LAS VEGAS. THOSE EXTRA HOURS
WERE CERTAINLY WORTH IT, JOB WELL DONE.

A BIG THANK YOU TO ROBERT HART FOR ALL HIS HARD WORK
ON THE NEW ACCENT WORKS CAMPAIGN ■ 89% ONLINE TIME.
A FANTASTIC EFFORT!

ONCE AGAIN, STEVE IVES IS THIS WEEKS TOP LARGEST
PERFORMER. GREAT WORK, STEVE - KEEP IT UP. AND THERE
ANY CHALLENGERS FOR HIS CROWN.

TEAM Ml
HELLO, >
EVERYO
THE PAS
SATISFA
ALIKE.
LASTLY,
AND MAI

TODAY'S
I FIND Ti
SPEEDP,
AND INF
OYES
RESULT!
75% 0F>>
INFORM/

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'HE CALL CENTER. FOR THIS REASON, WE'VE ifHY WE MUST IMPLEMENT THESE RULES

PERSONAL KPIS

LAST DAY LAST WEEK
CALL TIME 4:20 4:35
WRAP TIME 0:36 0:42
ONLINE % 62% 62%

DETAILS..

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ISSAGE

WD WELCOME TO TEAM 102'S HOME
VE HAS MADE A TREMENDOUS EFFORT OVER
T WEEK, AND WE HAVE RAISED CUSTOMER
1TI0N BY 15%. A BIG JOB WELL DONE IS TO

>LEASE WELCOME ROBERT HILL TO OUR TEAM
IE HIM FEEL AT HOME.

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USEFUL NUMBERS

1. CAN A CUSTOMER'S LINE BE
INSTALLED AT THE SAME TIME AS A
NATURAL GAS LINE?

2. WHAT DO I DO IF THE CUSTOMER
WANTS TO CANCEL THEIR ACCOUNT?

3. CAN>A CUSTOMER HAVE AN
ACCOUNT IN TWO DIFFERENT
HOUSEHOLDS?

4. CAN A CUSTOMER PAY BY DIRECT
DEBIT FOR AN ADDITIONAL LINE?

5. WHO DO I CONTACT IF THE
CUSTOMER HAS MOVED?

6. CAN A CUSTOMER BE ON THE
ACCENT WORKS AND ACCENT
ANYTIME PACKAGES AT THE SAME
TIME?

7. WHAT DO I DO IF THE ENGINEER
HAS MISSED AN APPOINTMENT?

8. HOW DO I REPORT A FAULT THAT
HAS RE-OCCURRED?

9. HOW DO I RESTORE A
CUSTOMER'S OLD FRIENDS AND
FAMILY LIST?

10. WHAT DO I DO IF THE CUSTOMER
GIVES ME SOME NEW
INFORMATION?

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MY COMPUTER

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