Welcome to iiNet Cape Town29 August 2016

Agenda

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2

3

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5

About Merchants

8-year journey

Putting people and customers first

The next 3 years

Closing

Top 3 Global Service Provider

World’s largest telecommunications provider by revenue

Acquired Dimension Data in October 2010

Global systems integrator, founded in 1983 and headquartered in SA

US$6.7bn in annual revenues

26,000 employees with direct presence in 58 countries around the world

Global Communications business unit

Acquired by Dimension Data in 1997

BPO operations in South Africa since 2000

Largest BPO services provider in southern Africa

More than 5 000 employees

Almost 35 years in customer service experience

8 year journey

© 2014 Merchants | 5

8 Year Partnership

2008

• Signed 17 month DBOT contract

• 170 staff in CT

• Sales-upsell, Billing & Tech support rolled out in CT

2009

• Extended DBOT contract to 3 year Merchants managed

• Roll out of Faults & Prov in CT

2010

•Launch TIO support•Achieved 61 NPS for the month of Dec•Opcen follow the sun in CT

2011

• 223 staff in CT

• Launch Social Media support

2012

• Extended contract by 3 years Merchants managed

• Grew to 327 staff in CT

2013

• Grew to 380 staff in CT

• Westnet Calls to CT

• Jiva support from CT

2014

• Grew to 596 staff in CT

• Build of Rex Trueform layout

• Extended contract for additional year

2015

• Grew to 971 staff in CT

• Launch of nightshift

• Migration to 1 site

• TPG acquisition

• Achieved 60 NPS

2016

• Grew to 1069 staff

• Launch of sales

• Renewed contract with new owners

Awesome

customer serviceis our number 1 goal

© 2014 Merchants | 7

The iiNet Differentiator

“Our goal is to lead the market with the best internet/communication

access products then differentiate with genuine,plain-speaking customer

service”

“We are passionate about delivering customer service excellence in every action and decision for both internal

and external customers”

Our People and Customers First

© 2014 Merchants | 9

Creating a service climate…

Choose the

right peopleTreat them the

right wayDevelop strong

brand loyalty

Create a ‘service’

environment

Help themlove what they do!

Being

© 2014 Merchants | 11

The 5 Pillars of

Alwayspatient

Always friendly

Alwaystake

ownership

Alwaysdeliver onpromises -

big or small

Always see the customer through until

they are happy!

Nothing new, but it is the unrelenting, unwavering drive to deliver these to every customer on every call that makes the difference

– it is real PASSION for the highest Quality of Service,time after time, call after call, customer after customer…

© 2014 Merchants | 12

NPS

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec45.0%

47.0%

49.0%

51.0%

53.0%

55.0%

57.0%

59.0%

61.0%

63.0%

2014 2015 2016

© 2014 Merchants | 13

Inbound AHT

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec0

200

400

600

800

1000

1200

1400

1600

1800

2014 2015 2016

Seco

nds

© 2014 Merchants | 14

Sales

April May June July0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

36.30%32.60%

39.90% 41.70%

Inbound

We are about people

© 2014 Merchants | 16

Why is iiNet a great place to work? We promote wellbeing• Internet café: 2% of staff have

broadband at home, this bridges the gap

• Gaming area: allow break-away from workstation, promotes stress release

• Coffee shop: promotes choice and good timekeeping

• Employee Wellness program: Provides financial and emotional counseling, health checks

• Transport: Day time transport supports timekeeping and saves people money

• Shift preference

We energize our staff• Career path: Roles & training to ensure

that each individual knows their next career step

• Breakfast: Supports good attendance and time keeping, ensures people on the phone are in the right frame of mind

• Fruit & Smoothies: Access to nutrition they wouldn't afford

• A great site: Establishes iiNet as a brand to be proud of and advocate for

• iiNet Branded clothing & events: Establishing a sense of brand pride

• Recognition and celebration events• Sports activity outside work: sense of

community

© 2014 Merchants | 17

© 2014 Merchants | 18

Voice of the people

Surve

y (Ove

rall)

Lead

ersh

ip an

d Man

agem

ent

Job R

ole/C

ontrib

ution

Wor

king E

nviro

nmen

t and

Rela

tions

hips

Commun

icatio

n

Cultur

e

Perfor

mance

Man

agem

ent, F

eedb

ack a

nd R

ecog

nition

Compe

nsati

on an

d Rew

ards

Lear

ning a

nd D

evelo

pmen

t

Compa

ny Im

age /

Sati

sfacti

on

Overa

ll Sati

sfacti

on1

1.5

2

2.5

3

3.5

4

4.5

53.

91 4.08 4.

28

4.09

3.66 3.73

4.04

3.58 3.

77

4.09

3.914.

07 4.34 4.

41

4.22

3.82

3.87 4.

04

3.42

3.94

4.34

3.94

2013 2015

© 2014 Merchants | 19

iiNet culture survey

© 2014 Merchants | 20

Labour Data

People Metrics Overall 2015 Overall 2016

% monthly agent attrition rate 5.15% 5.17%

% monthly agent absenteeism rate 4.07% 4.08%

Average number of training days per agent per annum (new, incl LA)

50 45

Average number of training days per agent per annum (ongoing)

5 5

Agent : supervisor ratio 13:1 15:1

The Future

Copyright © 2015 Dimension Data  

Accelerate development of people practices

Development of leaders

Share best practices

Contract renewal

Hybrid operating model with iiNet people & service + TPG efficiency

Continue to grow the account

Focus areas

Continues improvement in efficiency metricsAgent bridging programs

The team

Any questions?