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Customer Experience <br />\\ ASA AHT <br />Date 1 Calls Offered Calls Abandoned ABN% (seconds) (seconds) <br />Recovery Process Et Results <br />2083 <br />f_±••,,,,,,,,„-,•.,. :. •:„•-,-,_-_-:•_•••-_,, Plan - - -_.- - - - — ---- -- <br />RM+ <br />HHG <br />-'_:Monday <br />EXTRA <br />.. <br />RECYCLE <br />GW <br />Ryan Cranford <br />Rta1 James Hodges <br />Jacorey Ferrell T14307293 <br />387 <br />14R1- Charles; 4R2 -Devon (R3 -)R4 north of hhg <br />route) <br />4G1 -Edman Noslstel; (uG4-77) <br />John Boak <br />Rta2 Luis Ortiz <br />Mike Daniels Tka307294 <br />344 <br />4R4 -Ernest; aR7_George <br />452 -Darin; 053- Killings <br />Everett Haynes <br />Rs43 Everett Hayes <br />Leon Hilliard <br />338 <br />0R7 -George; ORB -Justin <br />4G3 -James Killings <br />David Valenthw <br />Rta4 Demetrius Houston <br />TBD <br />348 <br />0R6-Jeff;aR7- Georgi ORB -Justin <br />8G2 -Darin; 4G3 -Killings <br />Tom Bankart <br />Rta5 Mario Cruz <br />5 <br />Andrew Borzello <br />0 <br />0R5 -Chris; 4R6 -Jeff; M. -Justin <br />052- Darin Mitchell <br />3 <br />§ 4r <br />Residential <br />being <br />Recovery Process: <br />carts <br />previously delivered <br />HOA/MF <br />Monday 11/2/15 <br />THINK GREEN: <br />2 <br />) <br />; 97� <br />Complete <br />• Delivered 786 <br />• Confirmed 414 <br />Crew Deployment: <br />• 880 carts delivered <br />• 283 pending deliveries <br />• 140 carry-over <br />• 143 are new <br />25,139 <br />units <br />Serviced <br />r, .I <br />d <br />wA;;To MANAGEMENT <br />Customer Experience <br />\\ ASA AHT <br />Date 1 Calls Offered Calls Abandoned ABN% (seconds) (seconds) <br />10/5/2015 <br />2083 <br />\,_ 686 <br />32.93% <br />572 <br />394 <br />10/6/2015 <br />1660 <br />i 192 <br />11.573 <br />179 <br />387 <br />10/7/2615 <br />1327 <br />I 96 <br />7.23% <br />120 <br />344 <br />10/8/2615 <br />1121 <br />29 <br />f <br />2.59% <br />53 <br />338 <br />10/9/2015 <br />1036 <br />/ 15 <br />1.4556 <br />33 <br />348 <br />10/10/2015 <br />169 <br />j 0 <br />0.00% <br />5 <br />322 <br />Dedicated IRC Queue: <br />• 26 Agents <br />• 11t overflow - 6 ICR's <br />• Other Area pull <br />• Lead agent assignment <br />• Supervisor escalations Et <br />floor availability <br />WASTE MANAGEMENT <br />(772) 569-1776 <br />\ ASA AHT 5-6pm <br />Date /Calls Offered Calls Abandoned ABN% (seconds) (seconds) volume <br />10/26/2015 <br />468 I \ 6 <br />1.28% <br />34 <br />351 <br />19 <br />10/27/2015 <br />409 1 1 0 <br />0.0056 <br />2 <br />350 <br />15 <br />10/28/2615 <br />336 <br />1 4 <br />1.09% <br />10 <br />337 <br />11 <br />10/29/2015 <br />286 <br />j1 2 <br />0.7056 <br />8 <br />359 <br />12 <br />10/30/2015 <br />301/i <br />3 <br />1.00% <br />3 <br />359 <br />13 <br />10/31/2015 <br />27 I J 0 <br />0.0096 <br />0 <br />261 <br />10 <br />Phoenix Call Center Video <br />Florida Area <br />THINK GREEN.' <br />2 <br />