e-learning storyboard mock-up sample_mary wiley

DIRECTV® – Commercial New Dealer Training - Module 1: Introduction to DIRECTV FOR BUSINESS™ • • Written by MW

STORYBOARD

Commercial New Dealer Training

Module 1: Introduction to DIRECTV for BUSINESS

Prepared for: DIRECTV

Storyboard Content: Mary Wiley/Instructional Designer


Slide 1 – Introduction and Objectives F

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Visual Content Text Audio Script

Commercial New Dealer TrainingIntroduction to DIRECTV for BUSINESS™

DIRECTV for BUSINESS™ Commercial New Dealer Training Introduction to DIRECTV for BUSINESS™ Upon completion of this lesson, you will be able to:

Describe the vision, mission and goals of DIRECTV and DIRECTV for BUSINESS

Name the key milestones in the history of DIRECTV and DIRECTV for BUSINESS

Explain the DIRECTV for BUSINESS organizational structure and name key people

List and define each viewing segment

Identify our commercial channels

Recall some commonly used DIRECTV acronyms

Congratulations on being selected to join the Commercial Dealer channel. This new dealer training will provide you with a better understanding of our business. It's the first step in achieving success with DIRECTV. The goal of this training is to give you a general overview of DIRECTV and DIRECTV for BUSINESS. Upon completion of this lesson, you will be able to describe the vision, mission and goals of DIRECTV and DIRECTV for BUSINESS; Name the key milestones in the history of DIRECTV and DIRECTV for BUSINESS; explain the DIRECTV for BUSINESS organizational structure and name key people; list and define each viewing segment; identify our commercial channels; and recall some commonly used DIRECTV acronyms.

Visual Instructions

1. Play high-impact music and animate the DIRECTV for BUSINESS™ logo displaying on screen. 2. Display learning objectives on screen one at a time per audio narration. 3. Fade out all learning objectives, except the first one. Zoom in on it until it fills the screen before transitioning to the next slide.


Slide 2 – Vision and Mission F

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Our vision:Make DIRECTV the best television experience in the world

Our mission:

Transform the media landscape through a compelling and

diverse combination of content, technology, and service –

making DIRECTV the clear choice among consumers.

Mission and Vision

Our vision: Make DIRECTV the best television experience in the world Our mission: Transform the media landscape through a compelling and diverse combination of content, technology and service —making DIRECTV the clear choice among consumers

Let's begin by discussing DIRECTV's vision and mission. What drives us is constantly improving the DIRECTV experience for our customers. We do this by staying focused on why the customer

initially chose DIRECTV. Our vision is to make DIRECTV the best television experience in the world. Our mission is to transform the media landscape through a compelling and diverse combination of content, technology and service— making DIRECTV the clear choice among consumers.

Visual Instructions

1. Animate bullets one a time per audio narration. 2. Animate in coordinating image.


Slide 3 – Our Goals F

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DIRECTV goals

Execute on base business

Continue longer-term strategic transformation

Grow talent and teamwork

DIRECTV for BUSINESS goals

Make the number

Grow DIRECTV FOR BUSINESS to a $1 billion dollarrevenue contributor

Create a world-class sales organization

Our Goals

DIRECTV goals:

Execute on base business

Continue longer-term strategic transformation

Grow talent and teamwork DIRECTV FOR BUSINESS goals:

Make the number

Grow DIRECTV FOR BUSINESS to a $1 billion revenue contributor

Create a world-class sales organization

Our business processes are aligned to make our mission and vision a reality. DIRECTV’s goals are to execute on base business, to continue longer-term strategic transformation and to grow talent and teamwork in our organization. DIRECTV FOR BUSINESS was founded to leverage profitable growth and make world-class service a hallmark. The goals of DIRECTV for BUSINESS include: Make the number; grow DIRECTV for BUSINESS to a $1 billion dollar revenue contributor and create a world-class sales organization.

Visual Instructions

1. Animate in bulleted text with the narration.


Slide 4 – DIRECTV History F

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Dev Code: UA_OV_3_2

Largest satellite television provider in the U.S. and Latin America Premier business-to-business sales organization [1994] DIRECTV signed an agreement for exclusive rights to NFL SUNDAY TICKET™ in the United States [2001] DIRECTV had more than 1 million customers [2006] DIRECTV Latin America (DTVLA) was acquired [2008] We grew the commercial accounts to 209,000

DIRECTV has a history of providing unique business opportunities. We are the largest satellite television provider in the U.S. and Latin America. The DIRECTV for BUSINESS™ segment has grown significantly serving as the premier business-to-business sales organization for commercial customers. Since DIRECTV began operations in 1990, there have been several key milestones for the company as well as for the DIRECTV Business unit. Click on the forward arrow to advance the timeline. [1994] In 1994, DIRECTV signed an agreement for exclusive rights to NFL SUNDAY TICKET™ in the United States. [2001] By 2001, at our five-year mark, DIRECTV had more than 1 million customers. [2006] In 2006, DIRECTV Latin America, or DTVLA, was acquired. [2008] By 2008, we grew the commercial accounts to 209,000

Visual Instructions

1. Animate bulleted text with the narration. 2. Display clickable timeline with coordinating images and audio. When

learner clicks on the arrows, timeline advances or reverses.


Slide 5 – Continuous Growth F

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“Although still relatively small, we’re also starting to see some nice growth from our commercial channel. The commercial market is very large, yet our market share is extremely low which translates into significant growth opportunities for us in the coming years.“

-Pat Doyle, DIRECTV CFO

Continuous Growth

GROSS REVENUE

-

20,000

40,000

60,000

80,000

100,000

120,000

$-

$100.0

$200.0

$300.0

$400.0

$500.0

$600.0

$700.0

$800.0

2006 2007 2008 2009 2010 2011

Gross Revenue $M Gross Activations - Locations

“Although still relatively small, we’re also starting to see some nice growth from our commercial channel. The commercial market is very large, yet our market share is extremely low, which translates into significant growth opportunities for us in the coming years" -Pat Doyle, DIRECTV CFO [display chart]

DIRECTV for BUSINESS has grown impressively within a short time frame. To understand the growth and the opportunities presented within our commercial channel, our CFO, Pat Doyle, states “Although still relatively small, we’re also starting to see some nice growth from our commercial channel. The commercial market is very large, yet our market share is extremely low, which translates into significant growth opportunities for us in the coming years.” While gross activations decreased between 2009 and 2010, in looking at the increase in gross revenue for the same time frame, we can see how the overall quality and value of our customers increased. Also note that both activations and revenue increased in 2011.

Visual Instructions

1. Fade out to reveal the growth chart with an accompanying Next button.


Slide 6 – Improving Our Technologies F

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HD receivers

Provide customers with crystal clear picture and sound

Mobile Technologies

Sports Bar Finder

Search for bars and restaurants highlighting a specific sporting event

DRE

DIRECTV® Residential

Experience

Hotel rooms, hospitals and dorms

DIRECTV

® Message Board

Combines the best TV line-up with a powerful new marketing tool

Now that we have looked at DIRECTV for BUSINESS’s growth over a very short time span, let’s look at some of the latest technologies we provide to our customers. We continuously focus on improved technologies with products such as HD receivers, which allow businesses to provide customers with crystal clear picture and sound. Mobile technologies allow customers to integrate our services with their mobile devices. Sports Bar Finder which works on numerous mobile devises allows patrons to search for bars and restaurants featuring a specific sporting event. This helps drive customer traffic. DIRECTV® Residential Experience or DRE brings DIRECTV’s residential experience to hotel rooms, hospitals, dorms and other similar institutions. Coming soon, DIRECTV

® Message

Board combines the best TV line-up with a powerful new marketing tool.

Visual Instructions

1. 1. Animate bulleted text with the narration. 2. 2. Have the image of each type of technology/product appear

individually under the bulleted text (first coming in from the top right, then top left and then from the top down). Have these disappear after the description.

3. After the “Message Board” image disappears, bring in the last image of these technologies/products (scaled down) to appear clustered under bulleted list and remain on screen.

Improving our Technologies

HD receiversProvide customers with crystal clear pictureand sound

Mobile TechnologiesSports Bar Finder


DREDIRECTV® Residential Experience


DIRECTV® Message BoardCombines the best TV line-up with a powerful new marketing tool

Improving our Technologies

HD receiversProvide customers with crystal clear pictureand sound

Mobile TechnologiesSports Bar Finder


DREDIRECTV® Residential Experience


DIRECTV® Message BoardCombines the best TV line-up with a powerful new marketing tool


Slide 7 – Dealer Team F

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DIRECTV Dealer Team

SOPHIA AVERYSr. Director

Commercial Sales

PAM LAWLERDir. Commercial Sales/West

JESUS BENITEZSr. Account Mgr.

Commercial Sales

GREG CALHOUNSr. Account Mgr.

Commercial Sales

GREGOR SWEETSr. Account Mgr.

Commercial Sales

SCOTT WILLIAMSSr. Account Mgr.

Commercial Sales

BRUCE FONTEDir. Commercial Sales/East

ROBERT DEESr. Account Mgr.

Commercial Sales

MICHAEL FONTANASr. Account Mgr.

Commercial Sales

ALLEN HALEYSr. Account Mgr.

Commercial Sales

[zoom in Sophia Avery’s name and info] [zoom in on names of Pam Lawler and Bruce Fonte and info]

[highlight area sales managers per

audio]

Now that you know a little background about our company’s history and technology, let’s look at the DIRECTV Dealer team that constantly contributes to our success. Sophia Avery is the Senior Director of Commercial Sales. Under her direction is Pam Lawler, the Director of Commercial Sales/West, and Bruce Fonte, the Director of Commercial Sales/East. They lead a team of seasoned area sales managers, who are Jesus Benitez, Greg Calhoun, Gregor Sweet, Scott Williams, Robert Dee, Michael Fontana and Allen Haley. Supporting all viewing segments, each area sales manager covers a specific territory within the United States. Roll over each area sales manager’s name to find who covers your territory and for their contact information. Click Next when you are ready to continue.

Visual Instructions

1. Display chart. 2. Zoom in on the names of Sophia Avery, Pam Lawler and Bruce Fonte when read, then highlight the area sales managers per audio with the narration. Display contact information of ASM’s and rollover text when learner rolls over each.


Slide 8 – Viewing Segments F

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PUBLIC BUSINESS PRIVATE

LODGING & INSTITUTIONS

Viewing Segments

Public

Business

Private

Lodging & Institutions

Now, let's look at our viewing segments. The Dealer channel is responsible for acquiring various types of customer accounts, which are then categorized into four viewing segments: Public, Business, Private and Lodging and Institutions.

Visual Instructions

1. Display each bullet and image with title one a time per audio narration.


Slide 9 – Public Viewing Segment F

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Bars/restaurants

Casinos

Stadiums

Amusement parks

Oil rigs

Public

ACCOUNT TYPE

ACCOUNT TYPE DESCRIPTION BUSINESS TYPE BUSINESS TYPE DESCRIPTION

BAR DIRECTV viewing is located in a public location or gathering area of an establishment. The establishment derives the bulk of its revenue from the sale of food or beverages for immediate consumption.

BARS AND LOUNGES The primary source of revenue (over 50%) comes from the sale of alcoholic beverages, although, entertainment and food may be provided.RESTAURANTS

BLK Same as the account type BAR, however, establishment is considered a “Key” or “National” account for DIRECTV.

QUICK SERVERESTAURANTS (QSR)

The primary source of revenue (over 50%) comes from the sale of food, although, alcohol beverages may also be sold.

CASINO

GOV Same as the account type BAR, however, establishment is owned by a government entityand is on government property.

GOVERNMENTENTERTAINMENT &

RECREATION

The primary purpose is to present entertainment, although, concessions may also be offered. Examples include bowling alleys and amusement parks.

STA Viewing is located in either the stadium/arena or suites on the main concourse or in the offices of the stadium.

STADIUMS TVs located anywhere in the stadiums or arenas, such as the concession stands, box suites or back offices.

OIL Viewing on oil rigs and drilling platforms OIL RIGS TVs viewed on remote oil rigs and drilling platforms.

Public Viewing Segment

Main source of revenue from the sale of food and beverages for immediate consumption

Bars/restaurants

Casinos

Stadiums

Amusement parks

Oil rigs

[display chart]

The characteristics of each business account type determine its business rules. Let’s look at each viewing segment in more detail. The Public viewing segment applies to commercial establishments in which the main source of revenue is from the sale of food and beverages for immediate consumption. Commercial businesses that fit within the Public viewing segment include bars and restaurants, casinos, stadiums, amusement parks and oil rigs. This chart provides more detail on the types of businesses that are categorized within the Public viewing segment. We identify establishments by account and business types. Note that each account type is represented by an acronym, for example, B.A.R. for bars and lounges. You will become familiar with these acronyms as you start entering orders and viewing DIRECTV reports. Take a moment to review the chart onscreen and click Next when you are ready to continue.

Visual Instructions

1. Display on-screen text with coordinating images of each. 2. Display the chart with a glowing Next button below. Highlight each

section of the chart per audio narration.


Slide 10 – Public Viewing Segment Acronyms F

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Estimated viewing occupancy (EVO)

The number of people who can view the television at any given time

Fire code viewing occupancy (FC0)

An official certificate that states the maximum occupancy of the establishment

Fire department

Building inspector

Public

Estimated Viewing Occupancy (EVO) - The number of people who can view the television at any given time

Fire Code Viewing Occupancy (FCO) -An official certificate that states the maximum occupancy of the establishment

Fire department

Building inspector

DIRECTV’s packages for the Public Viewing Segment are determined by the EVO number

This designates what promotions apply

Many of our sports packages are based on FCOs and require these certificates to be on file

Two acronyms that you must know when selling to a public environment are the estimated viewing occupancy, or EVO, which is the number of people who can view the television at any given time, and the fire code occupancy, or FCO, which is an official certificate that states the maximum occupancy of the establishment. This certificate is provided by the fire department or a building inspector. DIRECTV’s packages for the Public viewing segment are determined by the EVO, and this designates what promotions apply to these establishments. In addition, many of our sports packages are based on FCOs and require these certificates to be on file.

Visual Instructions

1. Animate the bulleted text with the narration and coordinating images.


Slide 11 – Business Viewing Segment F

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Business Viewing Segment

Main source of revenue is from the sale of goods, services and experiences

Automotive

Retail

Medical offices

Health clubs

Airlines

[display chart]

Next, our Business viewing segment applies to commercial establishments in which the main source of revenue is from the sale of goods, services and experiences. Commercial establishments that fit within the Business viewing segment include: automotive sales and services; retail establishments, such as department or sporting good stores; medical offices; health clubs; and commercial airlines. This chart provides more detail on the types of businesses that are categorized within the Business viewing segment. Like the Public viewing segment, each account type is represented by an acronym. Take a moment to review the chart onscreen and click Next when you are ready to continue. Visual Instructions

1. Display on-screen text with coordinating images of each. 2. Display the chart with a glowing Next button below.

Automotive

Retail

Medical offices

Health clubs

Airlines

Business

ACCOUNT TYPE


HOS Business viewing accounts allow access to the general public and the primary source of revenue is not from the sale of prepared food or drink for immediate consumption.

AUTOMOTIVE SALES & SERVICES

Service and waiting areas such as car dealerships, repair shops and tire dealers.

BEAUTY & PERSONAL CARE

Service and waiting areas such as hair and barbershops.

RETAIL Service, display and waiting areas for retail stores such as a department store.

RELIGIOUSORGANIZATION

Meeting and waiting areas such as churches, temples and mosques.

MEMBERSHIP CLUB Meeting and waiting areas of private membership clubs such as the Elks Club .

BVN Same as the account type HOS, however, the establishment is considered a “Key” or “National” account for DIRECTV.

MEDICAL OFFICES Lobby, waiting and service areas of medical offices and hospitals.

HEALTH & FITNESS Lobby, waiting and exercise areas of gyms

BANKS & FINANCIAL INSTITUTIONS

Lobby, waiting and service areas of banks, brokerage and mortgage offices.

PERSONAL SERVICES Lobby, waiting and service areas such as accounting and dry cleaners.

ACA Viewing takes place on a commercial jet. COMMERCIAL AIRCRAFT Aircraft of commercial airlines.

Automotive

Retail

Medical offices

Health clubs

Airlines

Business

ACCOUNT TYPE


HOS Business viewing accounts allow access to the general public and the primary source of revenue is not from the sale of prepared food or drink for immediate consumption.

AUTOMOTIVE SALES & SERVICES

Service and waiting areas such as car dealerships, repair shops and tire dealers.

BEAUTY & PERSONAL CARE

Service and waiting areas such as hair and barbershops.

RETAIL Service, display and waiting areas for retail stores such as a department store.

RELIGIOUSORGANIZATION

Meeting and waiting areas such as churches, temples and mosques.

MEMBERSHIP CLUB Meeting and waiting areas of private membership clubs such as the Elks Club .

BVN Same as the account type HOS, however, the establishment is considered a “Key” or “National” account for DIRECTV.

MEDICAL OFFICES Lobby, waiting and service areas of medical offices and hospitals.

HEALTH & FITNESS Lobby, waiting and exercise areas of gyms

BANKS & FINANCIAL INSTITUTIONS

Lobby, waiting and service areas of banks, brokerage and mortgage offices.

PERSONAL SERVICES Lobby, waiting and service areas such as accounting and dry cleaners.

ACA Viewing takes place on a commercial jet. COMMERCIAL AIRCRAFT Aircraft of commercial airlines.


Slide 12 – Private Viewing Segment F

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Offices

Conference rooms

Employee break rooms

Private aircraft

Private

ACCOUNT TYPE


P0L Programming is viewed in areas not accessible to the public or clients.

MANUFACTURING& INDUSTRIAL

Private conference and meeting rooms in manufacturing, industrial and corporate facilities.

FIR Same as the account type POL, however, establishment is owned by a government entity and is on government property.

GOVERNMENTOFFICE

Private conference and meeting rooms in professional offices (e.g., legal and financial).

AIR Viewing takes place on private airplanes.

PRIVATE AIRCRAFT TVs mounted in private aircraft.

Private Viewing Segment

Establishments where television viewing is only accessible to employees

Offices

Conference rooms

Employee break rooms

Private aircraft

[display chart]

Our Private viewing segment applies to commercial establishments in which television viewing is only accessible to employees. These non-public areas include offices, conference rooms, employee break rooms and private aircraft. Let’s not forget about Air Force One! Private viewing packages focus more on news and business information programming. Packaging within this viewing segment includes in-office entertainment, in-market sports and local channels. This chart provides more detail on the types of businesses that are within the Private viewing segment. Like the Public and Business viewing segments, each account type is represented by an acronym. Take a moment to review the chart onscreen and click Next when you are ready to continue.

Visual Instructions

1. Animate bulleted text with coordinating images with the narration. 2. Add sound effect of plane after narration “Let’s not forget about Air Force One.” 3. Display chart and glowing Next button.


Slide 13 – Lodging and Institutions Viewing Segment F

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Lodging and Institutions

ACCOUNT TYPE


HTL Programming is provided “free to guest” in a facility.

SCHOOL, UNIVERSITY& DORMITORY

Dining, residential and classroom areas of schools and universities.

HOTEL & MOTEL TVs in guest rooms of hotels and motels.

HOSPITALS & ASSISTED LIVING

TVs in dining, residential and therapy areas of hospitals and convalescent facilities.

PRISON Dining, residential and recreation areas of legal detention centers.

RECREATIONALLODGING

Ski and hunting lodges, summer camps and tour center.

Dorms

Hotels/motels/lodges

Hospitals/assisted living facilities

Prisons

Lodging and Institutions Viewing Segment Multi-unit commercial establishments that do not provide programming to the public, nor sell food or beverages

Dorms

Hotels/motels/lodges

Hospitals

Assisted living facilities

Prisons

[display chart]

Last, let's discuss our Lodging and Institutions viewing segment. These are multi-unit commercial establishments that do not provide programming to the public, or sell food or beverages. Programming is shared among all units in these businesses and is unique among the other viewing segments. These require specific equipment, programming and billing. Commercial establishments that fit within the Lodging and Institutions viewing segment include dorms, hotels, motels and lodges, hospitals, assisted living facilities and prisons. This chart provides more detail about the types of businesses that are categorized within the Lodging and Institutions viewing segment. As in the previous three viewing segments, the account type is represented by an acronym. Take a moment to review the chart onscreen and click Next when you are ready to continue.

Visual Instructions

1. Animate bulleted text with the narration.


Slide 14 – Commercial Channels F

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Commercial Channels

Direct Sales

Inbound call center

Telco

Partnership with notable telecommunication firms

National Accounts

Major chains with over 25 locations across the US

Commercial Dealers (YOU)

Sales within a geographical area

Alorica – Miami Lakes Call Center

General inquiries, installation support and contracts

Commercial Care and Retention Group (CCRG)

Prevents customer loss

Internal and external commercial channels - Responsible for finding ways to better sell and market to and acquire more customers

Vertical - Specific business within a viewing segment

[Direct Sales rollover text] Inbound call center [Telco rollover text] Manages our partnership with notable telecommunication firms [National Accounts rollover text] Major chains with over 25 locations across the US [Commercial Dealers - YOU rollover text] Focus on sales within a geographical area [Alorica – Miami Lakes Call Center rollover text] Handles general inquiries, installation support and contracts [Customer Care Retention Group (CCRG) rollover text] Prevents customer loss

Now that you have learned how we define the four viewing segments of commercial businesses, let's discuss the internal and external teams that sell and provide support to each. The internal and external commercial channels are responsible for finding ways to better sell, market to and acquire more customers or verticals within each viewing segment. A vertical is a specific business within a viewing segment. For example, a bar would be a vertical of the Public viewing segment and a salon would be a vertical of the Business viewing segment. Roll over each commercial channel to learn about what each does. Click Next when you are ready to continue. .

Visual Instructions

1. Display on-screen text per audio narration. 2. Display each commercial channel and roll over text when learner

rolls over each.


Slide 15 – Direct Sales Team F

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Direct Sales

Sell to bars, restaurants and gyms

Utilize in-house installation service providers

Direct Sales Responsible for inbound sales.

Bars, restaurants and gyms

Utilize in-house installation service providers

Let’s look at these six types of commercial channels in more detail. Located in Denver, our Direct Sales team is responsible for inbound sales of DIRECTV’s services to commercial establishments such as bars, restaurants and gyms. They also utilize DIRECTV’s in-house installation service providers for specific groups of eligible customers.

Visual Instructions

1. Animate in on-screen text per audio narration with coordinating image.


Slide 16 – Our Partners F

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Manages DIRECTV’s relationships with telecommunications partners

Telco

Telco - Manages DIRECTV’s relationships with telecommunications partners

Consumers like to bundle their phone, internet and TV services into one bill, and in many cases, with one provider. Our Telco channel manages DIRECTV’s ongoing relationship with our telecommunications partners as they use DIRECTV to complete their bundle packages. These partnerships are invaluable to DIRECTV for BUSINESS. Our partners include such notable firms as AT&T, CenturyLink, Verizon and Cincinnati Bell.

Visual Instructions

1. Animate in onscreen text with the narration. 2. Animate each logo by flipping in one at a time with the narration and remain on the screen.


Slide 17 – National Accounts Team F

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Works to exceed customer expectations

Manages and supports complexities of our major brand customers

Note: National accounts are protected and should only be managed by the National Accounts team.

National Accounts

National Accounts team

Works to exceed customer expectations

Manages and supports complexities of our major brand customers

These accounts include major national chains

National accounts are protected and should only be managed by the National Accounts team

Besides direct sales and our Telco partners, we also manage national accounts in which DIRECTV installations can span multiple locations on one bill. Let’s look at this team. The National Accounts team works to exceed customer expectations. It manages and supports the complexities of our major brand customers. These accounts include major national chains with more than 25 locations across the United States, such as Anheuser Busch, Bridgestone and the Men’s Wearhouse. Please note that national accounts are protected and should only be managed by the National Accounts team.

Visual Instructions

1. Display on-screen text. 2. Animate each logo in the center of the screen, fade out and then replace with another (speed, quickly for impact) – total of 10 logos to be shown.


Slide 18 – Commercial Dealers F

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Commercial Dealers

Total solution offering

In-depth local market experience

Unmatched level of personal and attentive service

Providing programming and hardware solutions

tailored to meet the needs of customers

Commercial Dealers

Total solution offering

In-depth local market experience

Unmatched level of personal and

attentive service

Providing the best programming and hardware solutions tailored to meet the needs of customers

And we certainly cannot forget about an extremely important partner within our commercial sales department – YOU. Commercial

dealers provide a Total solution offering with expertise on DIRECTV programming and technical features relevant and specific to commercial customers. You provide in-depth local market experience and supply an unmatched level of personal and attentive service. Commercial customers do not have a “one size fits all need.” As a commercial dealer, you are the professional Providing the best programming and hardware solutions tailored to meet the needs of customers. DIRECTV is committed to the success of our dealer team, and invests millions of dollars in support and training to help you meet and exceed your goals. Now, let’s look at one of our

commercial channels that provide exceptional customer support.

Visual Instructions

1. Animate in on-screen text per audio narration with coordinating image.


Slide 19 – Alorica – Miami Lakes Call Center F

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Alorica - Miami Lakes Call Center

DIRECTV partner since 1996

Located in Miami Lakes, Florida 3/11

100% of commercial care

24/7 hours of operation

Handles four call types

Customer service

Commercial installation support

Lodging & Institutions and dealer support

Back office

CALL TYPE RESPONSIBILITIES

CUSTOMER SERVICE CIS LIDS BACK OFFICE

Payments Ordering Equipment Hotel Account Activations E-Mail

General Inquiries Scheduling Service Calls Advanced Troubleshooting Work Contracts

Activate Accounts Rescheduling Installations Dealer/Installer Contact Special Projects

Basic Troubleshooting Add Programming Special Events

Add Programming Create Accounts

FCO Approval

Alorica – Miami Lakes Call Center

DIRECTV partner since 1996

Located in Miami Lakes, Florida 3/11

100% of commercial care

24/7 hours of operation

Handles four call types

Customer service

Commercial installation support

Lodging & Institutions and dealer support

Back office

Customer support for DIRECTV for BUSINESS is managed by the Alorica Miami Lakes Call Center. It has been a DIRECTV partner since 1996 and is now located in Miami Lakes, Florida.. One-hundred percent of commercial care is handled at this facility 24/7. Alorica handles four call types: customer service, commercial installation support, Lodging & Institutions and dealer support as well as back office support. This chart provides more detail about the call types handled through Alorica. Take a moment to review the chart onscreen and click Next when you are ready to continue.

Visual Instructions

1. Animate bulleted text with the narration. 2. Display coordinating image.


Slide 20 – Commercial Care and Retention Group F

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Commercial Care and Retention Group (CCRG)

Defends against customer churn

Product experts

Customer care specialists

Preventing customer loss

Commercial Care and Retention Group (CCRG) Defends against customer churn Product experts

Customer care specialists

Help to maintain customer base

Now, let’s look at our last commercial team, the Commercial Care and Retention Group. Our Denver-based Commercial Care and Retention Group, or CCRG, was created to be our last line of defense against customer churn. They are product experts and customer care specialists working diligently to provide the best customer experience possible. By providing excellent service, they help to maintain our customer base.

Visual Instructions

1. Display coordinating image and bring in on-screen text one at a time per audio narration.


Slide 21 – Knowledge Check F

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Knowledge Check

1. What year did DIRECTV have 10 million customers?

a) 2001

b) 1994

c) 2006

d) 2009

Answer: a

2. What is a primary DIRECTV for BUSINESS goal?

a) Make the number

b) Grow DIRECTV FOR BUSINESS to a $ 1 billion contributor

c) Create a world-class sales organization

d) All of the above

Answer: d

3. BAR is an account type within which viewing segment?

a) Public

b) Private

c) Business

d) Lodging and Institutions

Answer: a

1. In which year did DIRECTV have 10 million customers? a. 2001 (correct) b.1994 c. 2006 d. 2009 2. Which of the following is a primary DIRECTV for BUSINESS™ goal? a. Make the number b. Grow DIRECTV for BUSINESS™ to be a $ 1 billion dollar contributor c. Create a world-class sales organization d. All of the above (correct) 3. BAR is an account type within which viewing segment? a. Public (correct) b. Private c. Business d. Lodging and Institutions 4. Which of these is a type of technology used by DIRECTV? a. HD receivers b. Sports Bar Finder c. DIRECTV

® Residential Experience

d. All of the above (correct) 5. Which team within DIRECTV for BUSINESS™ is responsible for our relationships with companies such as AT&T, CenturyLink and Verizon?

a) a. CCRG b) b. Telco (correct) c) c. Direct Sales d) d. National Accounts

Now, that you have successfully completed this training session, let's check your DIRECTV knowledge. Read each question and choose the best answer. You must answer correctly to continue to the next question. [incorrect remediation for all] Incorrect. Try again. [correct remediation for all] That's correct! [remediation upon Knowledge Check completion] Well done! You have proven your DIRECTV know-how! Visual Instructions

1. Animate questions with the narration. Wait 5 seconds before revealing the answer. Highlight each answer or slide answer location (glow). 2. Leave questions and answers on screen until all have been answered. 3. Read appropriate remediation for each answer.


Slide 21 – Knowledge Check

6. HOS is an account type within which viewing segment?

a) a. Public b) b. Private c) c. Business (correct) d) d. Lodging and Institutions

3. 7. Which team is primarily responsible for reducing customer churn?

a) a. CCRG (correct) b) b. Direct Sales c) c. National accounts d) d. Telco

8. What does FCO stand for?

a) a. Federal Communications Organization

b) b. First Communications Organization c) c. Fire Code Occupancy (correct) d) d. Fire Code Organization e)

9. What does EVO stand for? a. Existing Viewing Occupancy b. Estimated Viewing Occupancy (correct) c. Exact Viewing Occupancy d. Establishment Viewing Occupancy 10. Which viewing segment would include a doctor’s office? a. Private b. Public c. Business(correct) d. Lodging and Institutions


Slide 22 – Lesson Review F

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e 1


Congratulations! You now should be able to:

Describe the vision, mission and goals of DIRECTV and DIRECTV for BUSINESS

Name the key milestones in the history of DIRECTV and DIRECTV for BUSINESS

Explain the DIRECTV for BUSINESS organizational structure and name key people

List and define each viewing segment

Identify our commercial channels

Recall some commonly used DIRECTV acronyms

Congratulations! You have completed Introduction to DIRECTV for BUSINESS. You now should be able to describe the vision, mission and goals of DIRECTV and DIRECTV for BUSINESS; name the key milestones in the history of DIRECTV and DIRECTV for BUSINESS; explain the DIRECTV for BUSINESS organizational structure and name key people; list and define each viewing segment; identify our commercial channels; and recall some commonly used DIRECTV acronyms. Visual Instructions

1. Display congratulatory message and DIRECTV logo and tagline. 2. Have the logo close after the learning objectives/summary is presented to end the lesson.

e-learning storyboard mock-up sample_mary wiley

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