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.
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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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