Sales Performance Scorecard Policy

Inbound Sales Representative

April 2024

Table of Contents:

1. Performance Standards
2. Measures of Performance
   • 2.1 Unit Based Metrics
   • 2.2 Revenue Based Metrics
   • 2.3 Customer Satisfaction Measures
   • 2.4 Efficiency and Effectiveness Metrics
3. Scorecard Rating Guidelines
   • 3.1 Scorecard Monthly Scoring Structure
   • 3.2 Performance Improvement and Corrective Action Process
   • 3.3 Scorecard Manipulation
   • 3.4 Scorecard Ramp Schedules
4. Scorecard Target Modifications
   • 4.1 Time Away from Work
5. Performance Standards Scorecard Availability, Data and Escalations
   • 5.1 Scorecard Availability
   • 5.2 Scorecard Data and Escalations

1. Performance Standards

The Cox Residential Sales Team has sales Performance Standards required of each employee. These are minimum expectations for success measured by a “scorecard” within a monthly performance cycle. These standards apply to all qualified sales employees in eligible Cox Communications sales positions, which involve high customer contact and influencing customers to buy or maintain Cox products and services, and assigned a sales quota.

Employees are responsible for understanding performance requirements, behavior guidelines, and role expectations, complying with all Cox Communications policies and procedures. This document addresses specific performance measurements and does not cover all departmental expectations. Cox reserves the right to change these performance standards at any time.

2. Measures of Performance

The monthly scorecard contains multiple sales metrics supporting strategic objectives. Metrics include:

2.1 Volume Based Metrics

• PSU’s (Primary Service Units)
• RGU’s (Revenue Generating Units)
• Revenue, Net Revenue
• Cox Homelife units
• Cox Mobile Lines
• One Time Charges
• Product units

2.2 Rate Based Metrics

• NRPC (Net Revenue Per Call)
• NRPA (Net Revenue Per Account)
• CCR (Completed Conversion Rate)
• RCR (Revenue Conversion Rate)
• Customer Save Rate
• ARPC (Average Revenue Per Customer)

2.3 Customer Satisfaction Measures

• Call Quality Evaluations (CQE)
• Sentiment Ratio
• Mystery Shopper Program
• Customer Listening Engine (CLE)
• Net Promoter Score (NPS)
• Rep Tech Metrics
• Customer Satisfaction Surveys

2.4 Efficiency and Effectiveness Metrics

• Call production metrics
• Transaction goals measuring customers served
• Disposition tool usage and adherence
• Sales and save effectiveness rates
• 90-day retention
• Integrated Customer Experience (ICE) based metrics
• Traffic management metrics

3. Scorecard Rating Guidelines

3.1 Scorecard Monthly Scoring Structure

Each Channel Scorecard comprises Commissionable Metrics, Sales Quality Metrics, and Product Sales or Sales Productivity Minimums.

3.1.1 Commissionable Metrics

• Evaluated against a target and a minimum threshold must be met to pass the scorecard.

3.1.2 Sales Quality Metrics

• Evaluated against a minimum threshold.

3.1.3 Product Sales or Sales Productivity Minimum Metrics

• Evaluated against a minimum threshold.

3.1.4 Overall Attainment

• All metric thresholds must be met to pass the Scorecard.

3.2 Performance Improvement and Corrective Action Process

Failure to meet scorecard standards may result in corrective action up to termination. Subsequent failures may escalate the corrective process, while three consecutive successful months remove the employee from this process.

3.3 Scorecard Manipulation

Manipulating scorecard ratings is unacceptable and may result in accelerated corrective action, including termination.

3.4 Scorecard Eligibility Schedules

3.4.1 New Hire

New Hire Sales Representatives will be measured and held accountable to the scorecard beginning in the first full month following training completion. Inbound Sales & Retention have a 12-week training period, while other channels have an 8-week period. All volume-based metric targets will follow the ramp schedule, but rate-based metric targets will not receive a ramp.

3.4.2 Internal Transfers (Upskill)

Internal transfers within residential sales (e.g., Inbound to Direct) will be measured starting the second full month following the transfer. They will be exempt from performance management scorecard corrective action before the second full month. Volume-based metric targets will follow the ramp schedule; rate-based metric targets will not receive a ramp.

3.4.3 Internal Transfers (Reskill)

Employees transferring from another functional area into residential sales will start being measured in the third full month following the transfer. They will be exempt from corrective action before the third full month. Volume-based metric targets will follow the ramp schedule; rate-based metric targets will not receive a ramp.

3.4.4 Temporary Projects

Temporary projects may have performance expectations. Failure to meet expectations may result in termination of the temporary assignment. Measurements begin in the second full month following a minimum 30-day assignment. Volume-based metric targets follow the ramp schedule; rate-based metric targets will not receive a ramp.

3.4.5 Leave of Absence

A returning employee from a leave of absence or approved time away for 30+ consecutive days will start being measured in the second full month post-return. Volume-based metric targets follow the ramp schedule; rate-based metric targets will not receive a ramp. Previous corrective action plans remain effective upon return.

4. Scorecard Target Modifications

4.1 Time Away from Work

Performance metrics are adjusted according to company policy and law for approved absences.

4.1.1 Unapproved Absence

Scorecard targets are not adjusted for unapproved absences unless state law prohibits (e.g., No Call, No Show).

4.1.2 Approved Absence

Prorates or adjustments are made for volume-based metrics for approved leave such as paid time off, bereavement, FMLA, or other protected time away. Prorates are calculated using work week hours based on the effective hours of leave. Basis calculation metrics are not prorated.

5. Performance Standards Scorecard Availability, Data and Escalations

5.1 Scorecard Availability

Scorecards are published monthly, with the first available on the 2nd calendar day, and finalized on the 17th.

5.2 Scorecard Data and Escalations

Sales representatives must track their performance and dispute errors in writing within five days after month-end. Adjustments require approval from Sales Strategy Leadership.

Example Scenarios of Performance Improvement and Corrective Action Process

Example 1: Four consecutive months of failing the scorecard may result in separation of employment.

Example 2: Inconsistent overall performance - employees will progress to the next level of performance management with each month of substandard performance up to dismissal or until three consecutive months of successful scorecard performance.