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The agent should immediately email the Workshop Leader Lead that an attempt was failed and how many times this exam has been failed (ie first, second or third fail).
The agent should also direct message the Workshop LeaderLead.
The Workshop Leader Lead should immediately complete the Failed Cert Exam Tracking Form and follow the steps outlined in the form.
First Failed Attempt:
The Workshop Leader Lead is responsible for coaching the agent.
Once coached, the agent may proceed with the second attempt.
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Agents will be proctored by a Production Manager for their third and final attempt.
The Workshop Leader Lead should email the agent’s Production Manager and cc their TL to notify that the Production Manager needs to proctor the agent for the final attempt.
WFM should be notified in Rocket Chat to end today’s cert session in TeleOpti.
The agent’s TL should deliver a Written CAP within 24 hours (or 1 work-day) for failing a second attempt. In the CAP it should be documented that the agent understands failing the third attempt may result in termination of employment.
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Failing a cert exam three times will result in their inability to sell for the carrier this year and may result in termination of employment.
The Workshop Leader Lead should email the agent’s Site director and cc the agent’s HR rep, Production Manager, and TL.
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