The Call Cert Team will consist of about 10 agents and will be lead by the Call Certification Cert Coordinator (CCC). This team will complete the call certifications of agents who enter ESP, with the direction of the CCC. Call Certifications for ESP agents. 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.
Coordinator Responsibilities
Verifying each agent’s post-training equipment issue status. Notate and work with IT on resolving ASAP to allow agents to follow along for Call Cert training.
The
...
first part of day 1 of post-training, setting agent expectations with the ESP manager on Agent Call Cert Expectations.
The remainder of day 1 of post-training, providing more direct training on systems and scripting to ensure each agent is ready to proceed with Call Certs.
The first half of day 2 will be dedicated to Role Plays/Call Shadowing to ensure each agent is ready to proceed with Call Certs.
Meet with the Certifiers for a 15 min touch base each morning.
Connecting Call Certifiers with agents who do not have equipment issues to complete their Call Certs
Upload Scorecards sent by Certifiers by end of day each day
Sending an end of day Call Cert report each evening.
Call Certifier Responsibilities
Arrive on time in the Go To Training room each morning.
The Cert Team will meet Meet with the CCC Coordinator at the beginning of each day, to get direction for the day.
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 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.
Assist agents with logging into Training Contact Center and CNRX (Directions below)
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.
| View file | ||
|---|---|---|
|
Note - The certifier Certifiers will need to click the download button in the upper-right corner in order to use the spreadsheet for scoring:
...
The agent must pass four out of the five calls. Failure to meet this expectations may result in termination of employment.
The Certifier Certifiers 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 Coordinator after each agent and the CCC . The Coordinator will upload the scorecard by Clicking Here.
...