www.universalmusic.com / Partnership Performance Review
Elevating the Customer
Experience Together
A comprehensive review of the UMG and LEC partnership performance, highlighting operational wins, strategic opportunities, and the path forward for world-class customer experience operations.
LEC Service Portfolio
Capabilities
A comprehensive suite of customer experience solutions designed to elevate every touchpoint of the UMG fan journey.
Customer Experience Operations
End-to-end management of customer support operations designed to improve satisfaction, retention, and brand loyalty globally. US, near-shore and offshore solutions available.
- ■Omnichannel support (voice, chat, email, social)
- ■Dedicated brand-trained CX teams
- ■Tier 1 and Tier 2 operations
- ■Escalation and issue resolution
CX Performance Management
A structured framework to continuously improve customer service outcomes through data-driven accountability and coaching.
- ■Quality assurance and call calibration
- ■KPI monitoring and performance reporting
- ■Agent coaching and development
- ■SLA and CX metric management
Workforce Management & Optimization
Advanced workforce planning and operational management to ensure consistent service levels across all programs.
- ■Contact forecasting and volume modeling
- ■Staffing and scheduling optimization
- ■Real-time operations management
- ■Performance analytics and capacity planning
Training & Knowledge Enablement
Structured onboarding and continuous education programs ensuring agents deliver accurate, brand-aligned support.
- ■Custom training program design
- ■Agent onboarding and certification
- ■Knowledge base creation and management
- ■Process documentation and SOP development
Voice of the Customer Insights
Transforming customer interactions from social, online and CX channels into actionable business intelligence.
- ■Customer sentiment analysis
- ■Root cause identification
- ■Contact driver analysis
- ■CX trend reporting and strategic recommendations
CX Technology Integration
Supporting and optimizing the technology stack that powers modern customer support operations at scale.
- ■CRM implementation and management
- ■Contact center platform management (CCaaS)
- ■Automation and AI tools
- ■Reporting and analytics infrastructure
CX Strategy & Consulting
Strategic guidance to help organizations evolve their customer experience operations and achieve operational maturity.
- ■Contact center operational assessments
- ■CX process redesign
- ■Customer journey optimization
- ■CX transformation initiatives
Customer Winback & Retention
Specialized programs designed to re-engage lapsed customers and strengthen long-term loyalty through targeted outreach.
- ■Winback campaign design
- ■Retention strategy development
- ■Customer lifecycle support
- ■Help Desk support
Performance Scorecard
KPI Performance Overview
First 10 KPI weeks vs. latest 10 KPI weeks — Baseline: Jan 27, 2025 to Apr 06, 2025 | Recent: Dec 29, 2025 to Mar 08, 2026
Quality Assurance
Tickets Per Hour
Schedule Adherence
Hours Adherence
Operating Footprint
Volume
Baseline
2,769
Recent
2,615
-154
Actual Hours
Baseline
1,074
Recent
904
-171
Scheduled Hours
Baseline
1,134
Recent
960
-174
End Headcount
Baseline
34.8
Recent
31.2
-3.6
Full Scorecard Dashboard
Note: Comparison periods use the first 10 vs latest 10 weeks with KPI data. Monthly charts average all available weeks in each month; some headcount and hour fields contain gaps in the source file.
Quality & Adherence
Monthly Quality & Adherence Trend
- QA
- Schedule Adh
- Hours Adh
Productivity
Monthly Productivity (TPH)
Hours
Monthly Scheduled vs Actual Hours
- Actual Hours
- Scheduled Hours
Quality Snapshot
Baseline vs Recent Quality Snapshot
- Baseline
- Recent
TPH improved by 22.5% while all quality metrics moved higher in the recent 10-week period.
Relationship Overview
Partnership Performance
Wins
QA Improvement
Quality assurance scores rose from 87.8% baseline to 95.0% recent, a 7.2 point gain.
AF% Improvement
Adherence to forecast metrics improved significantly across the program.
Schedule Adherence
Schedule adherence climbed from 92.8% to 94.4%, reflecting stronger operational discipline.
Hours Adherence
Hours adherence maintained strong performance at 93.5%, up from 93.0% baseline.
Opportunities
Frontline Leadership
Strengthening team leader effectiveness through structured performance cycles and expanded coaching frameworks.
Training Programs
Introducing continuous training loops, tier advancement cycles, and targeted remediation programs.
Reporting Visibility
Enhancing leadership reporting to improve operational insights and early identification of performance gaps.
Testing New Initiatives
Creating a framework for testing vetted process improvements aligned with UMG's strategic goals.
Strategic Roadmap
Opportunities Plan
Structured initiatives to strengthen the program and drive continuous improvement across all operational dimensions.
Strengthening Frontline Leadership
- ■
Added experienced operational leadership for stronger oversight and coaching
- ■
Implementing a structured 90-day leadership performance cycle
- ■
Expanding coaching frameworks to drive agent performance and customer outcomes
- ■
Aligning team leader KPIs with program performance metrics
Next Steps
Recommendations
Strategic recommendations to align the program with UMG's customer experience goals and drive measurable outcomes.
Performance Management Plan
Implement structured attrition classes and performance accountability cycles to reduce turnover and strengthen team stability.
Path to KPI Alignment
Define clear pathways to KPIs that align with UMG's goals, including CSAT measurement for both front-end and back-end operations.
Ticket Completion Percentage
Establish ticket completion percentage as a core metric to track resolution effectiveness and agent productivity.
KPI Alignment Targets
Path to UMG Goal Alignment
Establishing clear, measurable pathways to KPIs that directly support UMG's customer experience vision, with defined milestones and accountability structures.
CSAT Front-End
Customer satisfaction measurement at point of contact
CSAT Back-End
Post-resolution satisfaction tracking and analysis
Ticket Completion %
End-to-end resolution rate as a core performance metric
Session 10
Working Session
An open forum to align on priorities, address questions, and define the concrete next steps that will drive the UMG and LEC partnership forward.