CONFIDENTIALITY AGREEMENT

In the discharge of the services I may have Access to privileged and confidential information of
TracFone and its Net 10 Wireless services and of Allied Global Call Center’s operations. I agree
that any information received by me during my tenure, I will be obligated in accordance with this
agreement, be treated in full confidence and will not be revealed to any third party, in any
manner or form, now or after the expiration of employment.

“As defined herein, confidential information includes, without limitation, formulae,

compilations, computer programs and files, devices, methods, techniques, no-how, inventions,
research and development, business data (including cost data), strategies, methods, prospects,
plans and opportunities, customer (customer name, address, telephone number, credit card
information), marketing plans, specifications, financial information, invention disclosures,
patent applications (whether abandoned or not), techniques, products and services of the
Disclosure and identified orally or in writing by the Disclosure as confidential , proprietary or
trade secret information.

Except as required in the performance of its obligations under this agreement or with the prior
written authorization of the disclosure, the recipient shall not directly or indirectly use, disclose,
disseminate or otherwise reveal any confidential information and shall maintain confidential
information in confidence notwithstanding any termination or expiration of this agreement for
whatever reason.”

I understand and accept these terms and conditions.

Surname: _______________________________ First: _______________________

Employee Signature: ________________________ Date: ______________________

Witness: _________________________
To: All Service Partners and Customer Service Representatives

From: Mark Mahan, SVP Customer Care

Date: March 20, 2013

Re: New Process for Instances where you become disconnected from the customer.

This memo is being sent to formally communicate a change in procedures when it comes to a call that
becomes disconnected while you are speaking to the customer. In the past when a call became
disconnected in the middle of a conversation the agent would simply place notes in the interaction and
place the information on the incident report. Recently, a few centers were moved to a process where
either supervisors or local ERD were calling the customer back when the call was disconnected.
TracFone has decided to create a universal policy regarding disconnected phone calls. At any time that
you are speaking with a customer and the call becomes disconnected in the middle of the conversation
or call you will immediately call the customer back. Here is an example of how the process will work:

1. Call from the customer comes in to a CSR

2. The CSR while opening the call will copy and paste the telephone number from CTI or AVAYA
into the TracFone Notepad.
3. While assisting the customer to troubleshoot the phone the call becomes disconnected.
4. The CSR has 20 seconds to go into Aux 4 and begin calling the customer back.
5. If the agent reaches the switchboard for a large company and has the customer’s name he/she
will ask for the customer. If no one by that name then the CSR will document the interaction
including the number they called.
6. Or
7. If the CSR is unable to reach the customer at the phone number listed in AVAYA or CTI and an
answering machine comes on the CSR will leave a message such as:”Hello, this is Straight Talk
wireless calling we were disconnected and I was calling back to finish assisting you. Please give
us a call back at your earliest convenience”. The CSR will then document the interaction
including: phone number attempted, that they left a message and all relevant notes pertaining
to the call.

This process will also be put in place for when a customer calls in and we cannot hear them due to a
poor connection or background noise, a customer requests an immediate call back (not a call back for a
later time), or an irate customer and the call becomes disconnected. This policy goes into effect
immediately for anyone in the call centers who takes a call from a customer. This policy does not apply
to calls where you disconnected the call due to rudeness or profanity as long as you are following the
process outlined by TracFone. We will give each call center one month to become adjusted to this new
process. On April 13, 2012 anyone who becomes disconnected from a customer and does not call the
customer back to finish assisting them will receive an auto fail on their QA evaluation. We will
discontinue the use of the incident log as there will no longer be a reason for the log to protect the
agent from a QA perspective. Listed below are a few scenarios to help clarify this process.
Handling other scenarios:

1. What if there is no number on CTI or Avaya should the agent ask the customer for a phone
number? No, asking for the phone number on every call will increase our average handle time.
You should document the interaction. If there is no information on Avaya it will be viewable by
the QA tool so you would not be marked off. If Avaya shows the customer's number as a toll free
number such as a 1-800, 1-866, 1-888 or 1-877 agent are not to call the customer back and
document the account in WEBCSR as not call back number available.

2. If the customer says I will call you back tomorrow and hangs us should the agent call them back?
No, the customer has already indicated that this is an inconvenient time to talk. Document the
call and go on to the next customer.

3. What should the agent do if the customer thought the transaction was complete and said thank
you and hung up? The agent should call the customer back to complete the transaction.

4. What is the maximum number of times an agent should attempt to contact a customer? The
maximum number of times an agent should attempt to contact the customer is 2.

5. If the customer the agent was speaking to was male but the name reflected on the account is
female who should the agent ask for? In this situation the agent would use a script such as “Hi,
I’m calling from TracFone Wireless/Straight Talk Wireless/Net10 Wireless and was assisting
someone with an issue. Are you the person I was speaking with? This is just an example of what
you might use to find the person you were speaking with. Remember, some women have deep
voices and you could have actually been speaking with a woman who sounds like a man.

6. How many interactions should be created since we are calling the customer back? Only one
interaction needs to be created.

If you have any questions please contact your CCCM Manager.

_________________ ___________________ _________________

Name (print) Signature Date

 Workstation and Password Rules Agreement

The individual listed below agrees to adhere to Tracfone Wireless workstation and password policy
described below.

As part of the team who provides services for Tracfone Wireless and your usage of Tracfone Wireless,
Inc. systems in connection with your job duties you agree that.

 You will not access any Account held by anyone you know outside of work;
 You will not access any Account that you are not required to access as part of you
performance of the services.
 You will not give your password or PIN to any person (including your supervisor).
 You will not use another person’s password or identification number.
 If you have shared your ID or password with anyone you will change your password
immediately.

You will sign out when you leave your workstation and sign back in when you return,
including, but not limited to, time away from your desk for breaks, lunch, meetings, etc.

Your password identifies you to the system. The computer system tracks all entries that are
made by the person who makes them. If your password is used by anyone in a manner that results in
errors or fraud, you would be held accountable for the errors or fraud. You are responsible for calling
helpdesk to have your password reset should you revoke your access. You will be required to provide
your ID and your unique PIN number in order to have your access reinstated.

These rules are extremely important. Any employee who willfully disregards these rules and
regulations is subject to discipline, up to and including discharge from employment.

You also agree to help safeguard Tracfone Wireless, Inc. customer’s expectations of privacy by
exercising diligence and care in the handling of confidential Information relating to them.

By signing below, you indicate that you understand the above terms and that, as a condition
of performing services, you agree to adhere to them.

________________ ___________________ _________________

Name (print) Signature Date

To: All Call Centers

From: Mark Mahan

Date: September 15, 2010

Re: Providing Assistance to the Miami ERD Team

Recently we are seeing an increase in issues when the Miami ERD team needs to call various
departments such as IT Toss and Straight Talk PINs. The first issue is the lack of professionalism being
displayed towards the Miami ERD team. The second issue is a refusal to perform the task requested by
the Miami ERD agent. In either case, this behavior is unacceptable.

When a call or case is handled by the Miami ERD team it is because there was already a failure in the call
centers, often multiple failures, before the customer gave us one last chance to fix the issue or the
customer has already escalated the issue to the Better Business Bureau, Attorney General’s Office or
Federal Communications Commission (FCC).

Effective immediately any CSR who refuses to assist a Miami ERD agent or is unprofessional will be
subject to immediate removal from the TracFone account. In addition, when the ERD team calls you are
to do what is requested without question. In your notes you may place the name or Avaya of the person
making the request.

All agents need to sign that they are aware of this policy immediately and have it placed in their
employee files.

Thanks you for your support.

Mark Mahan
To: All Call Centers

From: Angel Aleman

Date: April 13, 2010

Re: Call Handling Rules with New Auto Fail penalties

Recently we are seeing an increase in the number of escalations to Miami. In these escalations
we find many cases in which the customer called in multiple times and no action was taken to resolve
the customer’s issue. In order to ensure timely resolution for our customers, increase retention and
decrease the number of escalations to Miami we are implementing the following call handling rules:

Escalating Issues
 When a call is received, the CSR must do everything in their power to resolve the issue and
ultimately resolve the customer’s problem.
 If the issue cannot be resolved by the CSR, the call must be escalated to the next highest group
for resolution.
 If the group that the call is transferred to cannot resolve the issue (ex: Tier 2) they will escalate
the call to the next level of escalation (Tier 2 or 3) or create a case that will be worked offline to
resolve the issue.
 If there is no higher point to escalate the call or the issue cannot be fixed in the call center then
a case must be created to be worked in Miami.
SIM Exchanges Tier 1 (not CRT Trained)
 If a customer calls in who has had a SIM exchange the agent must follow the correct flow. Once
they follow the steps and there is still error Unable/Unable the call should be transferred to CRT.
This is the current flow.
 If the agent exits Webcsr and starts over and manipulates the system by selecting a different
SIM card error than what the customer originally stated (ex: SIM rejected and Insert SIM) then
the agent will be penalized. These two flows are instructional and allow a second SIM card to be
sent out. This stepping out of the flow is unacceptable.
 If you follow the correct flow and the system prompts you to once again send out a SIM card
(when one was already sent out) step out of the flow and escalate the call to CRT.
Failure to escalate the call, manipulating the system, and failure to create a case to be worked offline
will result in an auto fail in the QA score. This policy is effective immediately. The QA department will
begin scoring as a coaching opportunity immediately and the auto fail scores will take effect on Monday
May 17, 2010. We are allowing enough time for everyone to communicate this information out to their
employees and ensure that all agents have time to put this practice into place.

Thank you for your support.

______________________ __________________________ _____________

Name Signature Date
 Sales Support
Environment Security & Background check policy and procedures

The purpose of instituting the Sales Support Environment Security and Background Check
Policy is to provide a Security foundation, based on policies, standards, processes and
procedures to help guide the organization in minimizing the unauthorized use, disruption,
modification, disclosure or misuse of information within the Sales Support Department.
This policy applies to all operating departments, employees and business partners of TracFone
Wireless, Inc.
To ensure that resources and information are adequately protected, regardless of physical
location or processing platform, Sales Support Environment Security and Background check
policies and standards must be established. Once implemented, auditing/monitoring can take
place to determine if security breaches occur within Users, Groups, Privileges, Audit Logs,
Policies and Passwords.

This policy may be amended from time to time and Call Center agrees to comply with this
policy, as amended. TracFone will provide Call Center with the updated versions of this policy
and this policy shall be incorporated into the Agreement between the Call Center and TracFone.

Departments and individuals have varying levels of security responsibility to minimize the risk of
unauthorized use, disruption, modification, disclosure or misuse of any customer information.

Sales Support Representatives, Supervisors, Managers

All Sales Support personnel – representatives as well as call center personnel – will
familiarize themselves with the Sales Support Environment Security and Background check
policies and procedures documented. Sales Support personnel will read and acknowledge
acceptance of this policy..

Managers and Supervisors

All managers and supervisors should ensure that their staff (representatives) read and
accept the policy.
 Environment Security Policy

The purpose of this Policy is to ensure that all Call Centers trained and skilled to handle Credit
Card transaction calls follow and implement all security requests set by TracFone Wireless Inc.
Authorization to access information and/or systems must be requested in accordance with the
company’s Environment Security policy, standards and procedures.

Violation of the Sales Support Environment Security Policy or of the standards and procedures
established in support of this policy is grounds for action. If any associate, employee, manager
or contractor suspects or witnesses a violation of the Sales Support Environment Security
Policy, they must contact the Sales Support Director and /or Manager immediately. Failure to do
so constitutes a violation of TracFone Sales Support Environment Security Policy and provides
for the same penalties set forth in this policy.

Environment Security Procedures

Surveillance Cameras
All centers have been advised to have surveillance cameras installed in the call center.
Cameras should be directed to the area designated for the Sales Support Department.

Writing utensils and paper

There are to be no writing materials in the designated areas for the Sales Support
Department. These items include yet are not limited to pen, pencil, marker, crayon, paper,
notepad, post it note, memos, etc.

Electronic Device
The use of electronic devices is not allowed in the designated areas for the Sales Support
Department. These items include but not limited to Cell phones, pagers, Calculators,
Blackberry, Ipods, etc.

Designated Lockers
Representatives in the Sales Support Department are not allowed to have any personal
belongings at their workstation. All personal belongings are to be in designated lockers or an
area designated by management away from the workstation.

Designated area
All centers have a designated secluded area for the Sales Support Department separated from
other representatives. This area may be a closed in room or an area with a minimum space of
8ft between the next departments.
 Background Check Policy

The purpose of this Policy is to ensure that all Call Centers trained and skilled to handle Credit
Card transaction calls follow and implement all security requests set by TracFone Wireless Inc.

Authorization to access information and/or systems must be requested in accordance with the
company’s Background Check Policy, standards and procedures

The Sales Support Director, Manager, and /or Supervisor administer and maintain user access
to the TracFone Sales Support Department via the Web CSR, Clarify and Avaya applications.
These includes but not limited to (creation, maintenance, removal or revocation) of access if
failure to comply with the Background Check Policy and procedures.

Background Check Policy procedure

For accountability and auditing purposes, all users accessing resources must have and use
their own unique set of credentials (user ID and password).

Education Verification
 Employee must submit a copy of certificate granted, from the highest level of education
achieved and accepted by Call Center.

Employment Verification
 Employee must submit the following information of their previous jobs.
 Company Name
 Company Address
 Contact number
 Name of contact
 Hire date and end date
 References (Minimum two)

Employee Personal Information

 Employee must submit the following information and information must be verified.
 Name
 Address of residence- House# /Apt #, City, State/Country, zip code (information on all
address lived in the past three years)
 Contact number- Home, Mobile, and Relative.
 ID # - Acceptable ID’s are: Social Security #, Drivers license, Passport #, No.Cedula,
 Country of residence
 Date of birth

Criminal record verification

 To be eligible to be part of, or moved to, or have access to the tools used in the Sales
Support Department there must be a criminal background check performed.
.

 Clean Police Report.

 History of any, act of crime, theft, fraud, violence, identity theft.

New Sales Support Representatives

 All potential Sales Support Representatives must have a criminal background (CBC)
check on file before requesting for a login ID.
 Call Center Human Resources Department is responsible to have a hard copy in
employees file and should be available upon request (in case of an audit).
 Sales Support Manager and/or Supervisor will authorize training to begin in only for the
agents that have successfully passed a CBC.
 Call Center Manager will send request for logins via the log in ID Request Form to the
Sales Support Manager
 Sales Support Manager and/or Supervisor sends the login ID Request Form with the
background checks results to the Customer Care Center Manager (CCCM) designated
to process access requests.
 Miami Customer Care Center Manager (CCCM) will proceed with the log in request
process only for request received from Sales Support Manager and/or Supervisor.
 Miami Customer Care Center Manager (CCCM) notifies the Sales Support Supervisor
and/or Manager via email that the account has been created.

User Termination/Removal

 When a Sales Support Representative access to Sales Support computer, tool and
system(s) needs to be terminated:
 Call Center Manager sends a request via email to the Sales Support Manager and /or
Supervisor.
 Sales Support Manager and /or Supervisor will forward list to the Miami Customer Care
Center Manager (CCCM) who will ensure all access is disabled.
 Once accounts are revoked or disabled an email will be sent to the Call center manager
confirming that the representative’s accounts have been disabled or terminated.
 Extended Call Policy

To: All Call Center Partners

From: Angel Aleman

Date: 7/3/13

Re: Agent Calls Lasting Over 30 Minutes

Team,

Due to our ongoing efforts to reduce cost, improve customer experience, and increase
efficiencies within our call center operations we have begun to take a very close look at agent calls
lasting over 30 minutes. In some instances these extended calls are justified due to elderly customers
needing assistance or overly complicated technical issues. In other instances we have identified agents
needlessly placing customers on hold and prolonging talk times in order to avoid taking the next call.
This type of work avoidance behavior will not be tolerated and must be managed very closely.

Effective July 22nd agents will be deducted QA points for not following the proper transfer procedure
set forth below for calls lasting 30 minutes or more.

"All agents must immediately transfer any call lasting 30 minutes or more to any available
Floor Supervisor or Manager. The Floor Supervisor or Manager must take the call and resolve the
matter for the customer to the best of their abilities, as quickly as possible. Please note agents do not
have to transfer the call to their own Team Supervisor or Manager. As long as the call is transferred to
any Supervisor or Manager on shift the transfer procedure will be considered as being followed
correctly."

We have been tracking long talk times for a few weeks now and the metrics show we have made
some very good progress. However, we still have some work to do. Strict enforcement of this policy will
ensure we reach our goals and provide the best possible experience for our customers. Our customers
does not want to spend any more time than they have to speaking to our agents to get their issues
resolved. It is our responsibility to make sure our customers are taken care off as effectively and
efficiently as possible.

While we understand that this policy will present new challenges for your Supervisors and
Managers it is critical that we make the best attempt possible to reduce the amount of agent calls
lasting over 30 minutes.

Floor Supervisor and Manager schedules may have to be adjusted in order to ensure adequate
floor coverage throughout all times of the day. Some centers may find the need to add Supervisors or
Managers as well.

Please communicate this policy to all of your agents now. QA will begin enforcing the policy soon. As
always please let me know if you have any questions.

Angel Aleman
 The following signature blocks shall be used with the Call Center agents:

I acknowledge receipt of the Sales Support Environment Security & Background Check
Policy

And Procedures and agree to fully comply with it.

Employee Signature Date

Witnessed by:

Supervisor Signature Date

Last Update December 7 2010