The purpose of these calls is to prepare agents for live calls and to ensure agents demonstrate a reasonable level of competency needed to perform the role.
The Call Certification process consists of five total calls; Three PDP calls and two MAPD calls.
The agent will be paired with a Certifier who will play the role of a customer and will grade the call.
The call should be handled through a Google Meet set up by the Certifier. Click Here to access your calendar and complete the 4 steps outlined in the screenshot below:
Add a title
Click the “Add Google Meet Video Conferencing” link
Enter the email of the agent in the “add guests” field
Click “Save”
The agent should share their screen which will allow the Certifier a more clear understanding of the agent’s performance and allow them to grade more accurately and coach more effectively after the call.
During the first call, the Certifier will provide real-time coaching. This call will automatically receive a score of 100. Agents should take advantage of the opportunity to practice and ask questions to be prepared for the remaining four calls.
During the remaining calls, the Certifier will not provide real-time coaching and instead, will only roleplay as the customer while taking notes and scoring the call.
The Certifier will use the Aetna Excel QA Scorecard (below) to grade the calls and is expected to be fair and consistent.
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The QA Scorecard scores will be shared with agents after the call so they can see how they were graded.
The agent must receive a score of at least 85 to pass the call.
Agents should be aware that when taking calls after ESP training that a score of 95 is needed to pass QA audits.
The agent must pass four out of the five calls. Failure to meet this expectations may result in termination of employment.
The Certifier should coach the agent after each call on what they did well, what they were marked down for, and anything that will help prepare the agent to be successful in their role.
Certifiers should provide at least some positive feedback to avoid scenarios of providing only negative feedback.
The Certifier should complete all 5 calls to the same spreadsheet and save the Call Cert Tracking form in the following format: AgentLastName_AgentFirstName_[Pass Rate]
100% = 5/5 calls passed
80% = 4/5 calls passed
60% or less = no more than 3 calls passed which means the agent has failed the call certification program.
See screenshot example below:
The Certifier should submit the Scorecard via Microsoft Forms by Clicking Here.
Agents are unable to upload screenshots to Microsoft Forms due to Microsoft functionality limitations. If the Certifier is unable to upload, they should email the screenshot to the ESP TL who will submit the form.
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