The Call Cert Team will consist of 10 agents and will be lead by the Call Certification Coordinator (CCC). This team will complete the call certifications of agents who enter ESP, with the direction of the CCC.
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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 IMMEDIATELY submit the Scorecard via email to the CCC after each agent and the CCC will upload the scorecard by Clicking Here.
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