February 27, 2010

Business Repair

New Agent Position Overview

Agenda

• CenturyLink

• B-Repair Team

• Position

• Expectations

• Opportunities

• Career Progression

CenturyLink

• EMBARQ / CenturyTel merger July 1, 2009

• Fortune 500 Communications Company

• Local and Long Distance, Voice, Data, High-Speed Internet, Wireless and Entertainment Services

• Reliable Service, Committed to Customer Service, Practical & Innovative Products, and Competitive Pricing

B-Repair Team

• Inbound Repair Center Supporting all CenturyLink Business Customers

- Call Center

- Trouble Ticketing

- Escalations

- Ticket Management

• 250 Employees Located in 2 States - Kansas

- Florida

• Skill Sets - SBHB (Small Business Home Business)

- CLEC (Competitive Local Exchange Carriers)

- GR (General Repair)

- 911

- Long Distance

- National Accounts

- DSL (Internet Helpdesk)

Expectations

Training- 3 Weeks Instructor Led Training Class- “Double Jacking” with an Experienced Agent Included- 1 Week Nesting with Coaching Support while Taking Calls- Accept Calls on Your Own

Attendance- Reliable Attendance Required- Promptness- Accrual of 2 Occurrences during the 1st 30 days may Result in Termination of the

Assignment- Very Important to be at Work when Scheduled in order to Support our Customers

Performance- Quality Assurance Scores- Scheduled Adherence and Limited NRT (Not Ready Time)- Soft Sales Environment (1 offer / 1 sale per day)

- No Sales Quotas / No Sales Commissions (daily, weekly, monthly incentives)

Teamwork- Have a Positive Attitude- Work Well with Peers

Opportunities

• Get Your Foot in the Door and Prove Your Performance!

• Work for a Great Company!

• Compensation

• Benefits

• Paid Training & Development

• Opportunity to Advance

• Learn Life-long Transferable Customer Service and Other Skills!

Career Progression

Career progression within the B-Repair center dependant upon good attendance, quality, performance, and attitude.

Join the CenturyLink team as a temporary associate (6 month evaluation) - Starting pay $22,080/year ($10.00/hr / no benefits)

- Full time agent w/ benefits (after 6 months)

Tier 2 advancement opportunities (Salary Increase) - Ability to handle more complex responsibilities

- Escalation Queue/Agent

- Ability to handle customer escalations and agent support

Job Bidding System (Career Path) - Ability to bid on internal company positions

Please note that all employment opportunities/promotions are available on an as needed basis. CenturyLink does not guarantee any advancement or promotion.

Thank you for your time and consideration of CenturyLink employment opportunities.