SRT Program

Overall Expectations

TELUS International Tech

 Welcome to the SME Program!

Thank you for joining the SME Ads Rating Program. We are looking forward to collaborating with you
to provide high-quality rating data to one of the top tech companies in the world.

This slide deck will give you an overview of what to expect when joining the SRT rating community
and how to reach out to our support team.

Welcome to the community!

Kind regards,

TELUS International SME Team

TELUS International Tech

 Project Confidentiality

While you are working on this project, and still after you have finished your tenure as a rater, it is very
important that you do not share confidential information with people outside of the project. Not following
these rules might result in immediate termination.

Here is a list of details that you may Here is a list of details that you must not share
share with people outside of this project: with people outside of this project:

✔ Our company name (TELUS × The names of our clients

International) × The names of software, tools, or documentation
✔ The fact that you are a Social Media × Your login credentials
Ad Rater × Any screenshots or pictures
✔ The link to the job advertisement × The content of the guidelines or any other
project-specific documents you have received
× Any internal communication, such as emails,
letters, and so on.
TELUS International Tech
 Productivity Requirements

1. A rating week always starts on Saturday and ends on Friday.

2. You must rate at least 5 days per rating week to continue in the project. Even though the minimum is 5
days, we encourage you to rate up to 7 days per rating week if possible.

3. You must fulfill the 5-day requirement within each rating week.

4. You should rate between 30 and 60 ads a day and spend between 60 and 120 seconds rating one ad;
the optimal rating time per ad is 90 seconds. Please note that TELUS International has no control over
the number of tasks served to you daily - the tool may not serve 30 to 60 ads to you on every rating day.
Always follow the latest guidelines and instructions we send regarding the number of tasks required to be
completed.

5. You need to inform us through the Support Portal if you cannot rate at least 5 days in a rating week or if
you are absent from rating because of an illness, vacation, tool issue or any other reason.

TELUS International Tech

 Productivity Requirements

6. You have 15 days to respond to our notices if you missed rating days because of health
issues.

7. You have 7 days to respond to our notices if you missed rating days because of rating tool
issues.

8. Raters must collect screenshots of issues with the rating tool as soon as they happen.

9. You can perform the ad ratings at any time during the day, but make sure to complete the
tasks before 11:59pm PST (Pacific Standard Time). After this time, the batch of ads resets
and will not be counted for that day.

TELUS International Tech

Quality Requirements

RATING TIME AND SPAMMING

The SRT tool records the time a rater spends on each rating job (ad). The target time for rating one ad is 90
seconds.

We are monitoring the quality of the ratings closely in order to ensure raters are not spamming. We consider
raters to be spamming when:

1. They do not give thoughtful comments or give very short comments, OR

2. The time spent to rate each ad is less than 60 seconds.
If our quality reviews show that a rater is constantly spending less than 60 seconds to rate one ad, the rater
will be notified. Similarly, if a rater frequently takes more than 120 seconds to rate one ad, they will receive a
notification for overtime rating. Raters who receive multiple notices for either spamming or overtime rating will
be removed from the project.

TELUS International Tech

 Quality Requirements - Comments

Both TELUS International and the customer monitor ad ratings for quality. Please note that TELUS International
has access to all data provided in the rating tool, and the data is reviewed on a weekly basis.

For each ad you rate, you are expected to give a written comment. These written responses must provide
meaningful information on your ratings and thus adhere to certain guidelines:

● The comments need to be written from the community’s perspective - you need to think beyond your
personal preference and decide whether the community would see the ad as inappropriate or not.
● The same comments should not be used repeatedly.
● The comments should be long enough to be meaningful - more than just a few words.
● The comments must be written in English only.

For further information and some examples of good quality comments, please see this article in our SME Support
Portal.

NB. In certain SRT projects, written responses are not required in every rating task. Please see the project-specific guidelines for
details.
TELUS International Tech
 SME Support Portal - Reporting Issues and Asking Questions

If you run into issues or have questions about the program, you can
open a ticket in our SME Support Portal. Possible reasons to open a
ticket include, but are not limited to, rating tool issue reports, general
questions, payment questions and absence reports.

You should have already received an activation email for your support
portal access. To activate your access:

1. Click the activation link.

2. Your username in the portal will be the email address that you
provided in your registration.
3. You will be prompted to create a new password the first time you log
in.
4. Once you have activated your account, you can use the link below to
access the SME Support Portal.
https://tisme.freshdesk.com/

TELUS International Tech

 How to Create a Support Ticket

1. Click “Submit a ticket“ on the Support Portal home page.

2. Enter all the requested information. IMPORTANT! If you are

having a tool issue or errors in ads, please include the ad’s
Job ID and a screenshot of the issue. The Job ID can be
found at the top of the ad in the rating view

3. Click “Submit”.

The Support Portal site also contains a knowledge base section, where
you can find answers to common questions.

TELUS International confidential

 Tips for Successful Ticket Communication

● Whenever you open a support ticket, please give it a descriptive title/subject. For example, it
would be better to title the ticket “There are no tasks available on the SRT tool”, and not “I need
help!”
● Do not open new tickets on the same issue, if you already have a ticket open or pending about
it. The matter will be handled in the existing ticket thread and you can reply to it.
● If at all possible, include a screenshot of what the issue looks like in your view. This will help the
support team recognise the issue and assist you better.
● Report only one issue per ticket. For example, don’t combine a payment question and a tool
issue report in the same ticket.
● If you are reporting problems accessing or logging in with credentials that we send, please include
the URL of the site you are referring to so that the support team recognises the problem right
away.
● Use English to communicate with the support team at all times.

TELUS International Tech

 Other Communication Channels - Email and SMS

IMPORTANT!

ALWAYS keep an eye on your inbox and junk or spam folder.

● We send announcements, reminders, notices, tips and updates through our no-reply email
([email protected]). Please make sure to check your email regularly so you don't miss
any of our emails.

● Add our email address [email protected] to your safe email contact list so that our
emails don’t go to spam. If you are unsure how to do this, do a web search on “how to whitelist an email
address”.

● In case you participate in both the SRT rating program and the ACE Mystery Shopping program with TELUS
International at the same time, you need to use the same email address with us in both programs! Make
sure to inform us via the support portal if you have signed up with two different email addresses.

● We may contact you using Whatsapp messages as well, if you have shared your phone number with us. If
you haven’t shared your number yet, but want to do so, you can share your number in a Support Portal
ticket.

TELUS International Tech

 Other Communication Channels - The Workplace Group

SRT Ads Integrity Community Group

When you receive your access to the SRT tool, you will also be able to access SRT Workplace, a site used
for communication, file sharing and task coordination.
By joining the SRT Ads Integrity community group you will be able to share and collaborate on topics
related to the SRT program with other raters. The group is moderated by a TELUS International Support
Agent during weekdays.
Please note that SRT raters are not allowed to join or create any other groups on Workplace - the SRT
Ads Integrity Community Group is the only official group.

TELUS International Tech

 Other Communication Channels - The Workplace Group

SRT Ads Integrity Community Group

Some important notes:

● Under the Files tab in this group, you can find the Telus International SRT Workplace Usage
Policy document, which outlines the policy surrounding the use of this page for raters. We kindly
ask you to peruse this document to understand the guidelines.
● Under the Posts tab, you can see posts by TELUS International AI SME support agents and
make a public post to the team on any topic you choose.
● Under the More tab, you can view all the recent pinned posts in the group

We encourage all raters to join this group, as it will allow you to collaborate with your peers!

TELUS International Tech

 Thank You!

TELUS International Tech