Failed exams increase cert time which may will result in failure to meet time limits and may even result in separation of employment if there are too many failed attempts. Some exams are “practice” exams (ie, it doesn’t matter if the agent fails the exam because it has no bearing on failing the exam will not impact whether the agent will be able to sell for the carrier).
These procedures only apply when an agent fails exams that have limited attempts and may cause impact the agent to lose their appointmentagent’s ability to become appointed.
For any Failed Attempt:
The agent should immediately email the Workshop Lead their TL, PM, and the licensing team (slc.licensing@connexionpoint.com) that an attempt was failed and state how many times this the exam has been failed (ie first, second or third fail).
The agent should also direct message the Workshop Lead.The Workshop Lead should TL should immediately complete the Failed Cert Exam Tracking Form and follow the steps outlined in the form.
First Failed Attempt:
The Workshop Lead TL is responsible for coaching to coach the agent and advise that failing a second attempt will result in a Final CAP.
Once coached, the agent may proceed with the second attempt.
Second Failed Attempt:
Agents will be proctored by a Production Manager for their third and final attempt.
The Workshop 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 employmentThe TL should immediately issue a Final CAP to the agent, setting the expectation that failing a third attempt will result in termination of employment.
The TL should notify the licensing team (slc.licensing@connexionpoint.com) that the agent needs to be proctored for the third and final attempt.
The licensing team should coordinate with the agent to proctor the final attempt.
Third Failed Attempt:
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 Lead should email the agent’s Site director and cc the agent’s HR rep, Production Manager, and TL.