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.
How to Login to Training Contact Center
Agents must follow the steps in the dropdown below to access the call script in the Training Contact Center
Click the “cXp” folder in your bookmarks and select “Training Contact Center”
Login using the following credentials:
Username: [your cxp#]
Password: training
On the following screen, make sure the Outbound dropdown states “Don’t Login Outbound.” Also, make sure the “Inbound” checkmark is checked. Select “Login”
Select “Initiate Connection”
Select “Nailup”
Zoiper should now populate. Select “Answer”
Select “Initiate Agent”
Select “Click here to start calling”
It should now say “You are now waiting for a connection”
Pull Zoiper back up and select “Dialpad”
Enter the following two phone number into the Dialpad and select “Call”
844 111 0021This will populate the call script:
You will now hear hold music. Click the little mute button in the bottom-left corner of Zoiper to mute the music.
Click the “Greeting” tab to skip to the greeting section of the call script.
How to Login to CNRX
Agents must follow the steps in the dropdown below in order to login to CNRX
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Important note regarding CNRX Access - After agents complete ESP and transition to production, they usually transition first to the unlicensed queue. Please be aware that you will not have access to CNRX during this time. CNRX access is activated upon transitioning to the licensed queue once you become RTS. |
Technical Issues - Troubleshooting
If you cannot login to CTI or if you receive the “20 error” on Zoiper, reboot your computer.
If there is ‘yes/no’ dropdown that is not displaying options, disposition the call, log out of CTI and log back in.
If the CTI screen freezes, you must do a hard restart on your computer.
If you have issues with the Training CNRX Link, utilize the Live CNRX Link using “calltest” for both the username and password.
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