ACCM ASSESSMENT

You have been selected as a new ACCM for a program in Teleperformance Medellin this client is a
very important client for Tp in which the expectation has been set for operational structure and
performance, this program has been set as a pilot before signing any business, the performance is
very key on this business. KPIs efficiency by needs meeting targets for the next 2 months. Our
program’s growth depends on performance.

Review and analyze your performance based on data share below in order to provide your
management team a performance management on an executive presentation in which you will
provide and action plan that guarantee improvement by the end of the month. Execution and
action plan follow up will be audit. Do not limited yourself, use your resource, experience, and
innovation to guarantee a quality, measured and detailed action plan.

1. MTD supervisor’s performance:

2. On the above chart you will see VOC for the past 3 months collectively, what strategies
will be used to improve customer experience along with One & Done?

In addition, absenteeism is a very important KPI for Teleperformance and your Client and the
program has been struggling with this metric for the pass month not helping the program
financially and raising a big alert to the organization.

The following is your program MTD data on absenteeism per supervisor for the English LOB:
 Supervisor Medical Leave Permissions NCNS HOURS Late arrival EARLY DEPARTURE %abs justified %abs unjustified Total Abs
Austin Seiter 32.00% 0.00% 0.00% 0.28% 0.00% 13.79% 0.14% 13.94%
Chase Tippetts 54.62% 78.53% 89.00% 2.12% 14.17% 5.60% 4.52% 10.12%
Christine Didericksen 64.00% 27.00% 0.00% 3.31% 0.00% 5.85% 0.47% 6.32%
Devin Droghei 52.00% 20.00% 9.00% 1.30% 0.00% 5.39% 0.77% 6.17%
Lyndsie Scheib 32.00% 17.00% 29.00% 3.51% 7.48% 2.50% 2.09% 4.59%
Perdita Mulipola 63.98% 66.32% 42.00% 0.58% 0.01% 8.51% 2.79% 11.30%
Rhett Harrison 48.00% 9.00% 53.00% 1.65% 0.01% 3.24% 3.11% 6.35%
Dallas Griswold 88.13% 108.24% 24.00% 4.26% 2.04% 10.35% 1.61% 11.96%
Total 434.73% 326.09% 246.00% 17.01% 23.71% 6.90% 1.94% 8.84%

3. Conduct a deep analysis and create a detailed and measurable action plan to get to
ABS target <6%

A continuación se presenta la prueba financiera que debe ser explicada en español o inglés, como
usted lo prefiera:

Ingresos mensuales de $ 480.000.000 por minutos facturables y hasta un 12% en bonificaciones

sobre los ingresos por minutos por llegar a una meta de 125% en BPS, 6% 112%, 3% 106%, 1%
100%

El costo promedio de mano de obra mensual es de $169.000.000 (Operativa + Operativo

Administrativa)

La capacitación inicial es pagada por Teleperformance pero no es facturada al Cliente, el costo

promedio de 1 Asesor en capacitación es de $ 1.258.000 al mes

Las telecomunicaciones oscilan en $233.333 diarios

Y los costos recurrentes en tecnología $28´000.000 mensuales

Las penalidades pueden llegar al -12% del total de La factura sino se alcanza un 100%, (mismos
pesos que las bonificaciones pero de manera inversa)

4. Construya un modelo de presupuesto que presentaría a la Dirección para el tercer

trimestre del 2020 que incluya: (Ventas, Costos y Márgenes) y explique la forma de sus
cálculos y un plan de acción para llegar al máximo de bonificaciones

Good luck!