Headcount Increase Justification

1. Headcount Increase Justification Headcount requested: 14 CEs, two Grade 8 account support people – 1 for Lloyds/1 for ASDA Operational Metrics • Call volumes are 20% higher than last year • Higher SAMY • Closed Calls/per CE/Per Day are at 3.0 vs target of 3.3 • Travel and MTTR is 30 minutes longer than standard • SLAs are averaging 4 points below the target of 85% • Utilization is over 120% Financial Metrics • $4.9M in new revenue growth is being added • Additional salary expense required is $500K Additional Justification

2. Decision Criteria & Process Request to Increase Headcount Process Map and Assessment Methodology • Financial Metrics • Request due to SLA/Workload Only • Check Metrics – sea of green – confirm costs covered • in Outlook by CFO • Red zones – identify cost reductions in other areas • Request due to Growth – New Revenue • Requires Yield assessment – currently 50% - • recommend driving to 70% • This means 30% cost constraint • Note – need future refinement by product line • Operational Metrics • Request due to SLA/Workload Only • Check Metrics – sea of green – move to Financials • Red zones – capacity review by CS Operations • and generates root cause action plan by Area • Request due to Growth – New Revenue • Check Metrics – sea of green – move to Financials • Red zones – capacity review by CS Operations • and generates root cause action plan by Area Approval/Rejection of adjusted numbers confirmed back by HR to Area.

3. SAMPLE Key Metrics Summary

4. Metrics Trending SAMPLE