Change Management Form Number 14 to Statement of Work 3 between Comcast and Company, signed February 24, 2017

ITG Utilization:  An Interactive Troubleshooting Guide (“ITG”) is defined as Comcast’s internal troubleshooting guides used by an agent to provide customer service support to Comcast customers.  ITG Utilization is defined as the total number of Completed ITGs divided by the total number of repair calls handled.  A Completed ITG is an ITG that was opened correctly, followed as directed and closed by selecting the “Complete ITG” button where a corresponding customer reported (“CR”) ticket number was provided per Comcast guidelines.   Only one (1) ITG completed during each individual interaction between an agent and a customer will be counted as a Completed ITG.

VOC: Vendor shall meet the Service Level Target for Voice of Customer (“VOC”).  VOC is measured by the Comcast customer’s scoring related to their satisfaction with the last CSR that the customer interacted with on the phone.  A third party survey agent conducts the automated survey after the last interaction and the customer’s rating of satisfaction with that CSR is scored and reported out to Vendor and CSR.

FCR:  Vendor shall meet the Service Level Target for First Call Resolution (“FCR”).  FCR is measured as the total number of Unique Customers who do not call back to the same queue initially called within [***] including [***]  into that queue not to include abandoned calls within the same seven (7) day period.  Unique Customers are defined as the [***]  from the same phone number.

ATR:  Vendor shall meet the Service Level Target for Avoidable Truck Rolls (“ATR”).  ATR is defined as total care CSR avoidable truck rolls divided by total truck rolls scheduled.  An avoidable truck roll is determined by a Comcast technician after a truck roll is completed. If the primary reason code listed by technician is a CSR avoidable reason code listed by technician is a CSR avoidable reason code (i.e., could have been fixed without a truck roll by following the Line of Questioning “LOQ” or using the corrected Integrated Troubleshooting Guide “ITG”), then that truck roll will be deemed an avoidable truck roll.

Adjusted Bonus Percentages.  In the event that Comcast elects to waive a Service Level Target for any fiscal calendar month, Comcast shall notify Vendor of such decision as soon as reasonably practical.  Such notice shall include the adjusted Bonus payout percentages for the remaining metric(s) based on an equal distribution of the Bonus that corresponded to the waived Service Level Target to the remaining Service Level Targets.

AHT Target Credit.  The AHT Target will be determined by Comcast based on the external AHT for the same call type as calculated based on the then current fiscal month vendor AHT average for all third party outsourced agents handling that call type. New hire CSRs AHT will be excluded from the AHT calculation for the first [***]  of employment, except for CSRs hired as attrition replacements. If Vendor’s actual AHT for a fiscal month does not exceed the AHT Target by [***], then no credit shall be due to Comcast.  For Services managed by Comcast divisional teams, AHT will be measured by division by aggregate line of business and compared to the Comcast division external AHT for the same call types.  AHT shall not be effective until such time as the reporting is available to Comcast.  If Vendor’s actual AHT for a fiscal month exceeds the AHT Target by [***], then a credit shall be issued to Comcast. The calculation of the credit shall be as set forth below: