The ESP TL is responsible to ensure all agents stay productive and complete all tasks within the one-week window. Please adhere to the following expectations to efficiently move agents to completion through all ESP tasks.
Be on time to open the Google Meet to let agents in.
Take the first 60-90 minutes of the first day of training to introduce yourself and review Each Resource Listed Here(with the exception of the carrier cert step-by-step guides) to ensure agents have a clear understanding of what is expected during ESP training.
Monitor attendance. Take note of of the following:
Agents that arrive 10+ min late or leave 10+ min early.
Agents that arrive 4+ hours late or leave 4+ hours early.
Agents who are absent all day.
Update the above attendance in the ESP Master Tracking sheet.
Stay logged into the Google Meet all day actively assisting agents.
Keep an open line of communication letting agents know when you are unavailable due to assisting other agents others or taking breaks.
Manage unnecessary chatter to reduce distractions for agents who may be are testing.
Create temporary Google Meet Meets on the side for agents to attend who need assistance. This will reduce distractions in the main Meet.
Separate Meets should also be set up for the agents to complete the Call Certifications. This may be set up by the TL or by the Certifier.
Regularly monitor agent progress and ensure no agents are falling behind.
TL’s are required to submit all completed certification as proof screenshots to the ESP Tracker form.
TL’s must give proper direction for technical issues. Click the dropdown below for General Troubleshooting steps:
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For AHIP/Aetna issues :o AHIP or Aetna issues – direct that are outside the scope of what cXp IT handles, click the dropdown below for troubleshooting steps:
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Direct agents to clear cache and cookies and refresh. If this doesn’t work, the agent needs to contact AHIP or Aetna for assistance and provide the TL with an update immediately following the conversation.
o CXP equipment issues – contact CXP IT one CXP computer at itchat.cxpxe.net or from a personal device at public-itchat.cxpxe.net
o TBT Issues – direct agents to clear cache and cookies and refresh
TL’s must hold the agents accountable according to the Agent Expectation Timeframe.
TL’s must complete Verbal, Written, and Final CAP’s according to the Attendance Policy.
If there is an issue with an agent, the TL must inform their PM immediately of the situation.
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