Sustainability For Our For Our Creating Value For the For Our Managing Appendix at MetLife Workforce Customers as an Investor Environment Communities Responsibly 91% First Call Resolution Purpose-led sales challenge in EMEA In EMEA, MetLife launched the “League of Protection Superheroes,” a purpose-led MetLife Colombia’s new call center challenge in which teams from each of our has resulted in more personalized EMEA markets presented their initiatives attention for customers and helped pertaining to sustainability, corporate social to achieve First Call Resolution1 of responsibility, DEI and wellness to a panel of judges composed of MetLife executives. 91% and increase our Net Promoter Every two months, for 10 months, markets Score to 67% in 2021. competed head-to-head as the judges scored their presentations and initiatives based on creativity, impact and strategic alignment. 1. FIRST CALL RESOLUTION IS A METRIC THAT MEASURES A CALL CENTER’S PERFORMANCE FOR RESOLVING CUSTOMER INTERACTIONS ON THE FIRST CALL OR CONTACT, ELIMINATING THE NEED FOR FOLLOW-UP CONTACTS. 2021 SUSTAINABILITY REPORT 37