The Call Cert Team will consist of about 10 agents and will be lead by the Cert Coordinator. This team will complete 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.
Timeframe Expectations
Call Certs should take no longer than 4 hours to complete once a Certifier has connected with an agent.
While waiting for a Certifier, TBTs should be completed take no longer than 8 hours.
Therefore, Call Certs+TBTs should take no more than 2 days.
If an agent has not completed Call Certs + TBTs after 3 days, a documented coaching should be delivered setting the expectation that:
Should the agent not complete within one more business day, a written CAP will be delivered.
If not completed after one more business day, a Final CAP will be delivered.
If not completed after one more business day, the agent may be termed.
Cert Coordinator Responsibilities
Verify each agent’s post-training equipment status. Notate and work with IT on resolving issues ASAP.
Day one is dedicated to training on systems and scripting to ensure each agent is ready to proceed with Call Certs.
The first half of day two 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.
Connect Certifiers with agents who do not have equipment issues to complete their Call Certs.
Upload Scorecards sent by Certifiers by end of day each dayThe Cert Coordinator will upload the scorecard by Clicking Here.
Update the Call Cert columns of the ESP Tracker. Notes should be in the following format: Date - Name - Note.
Send an end of day Call Cert report to the Ops Leadership Distro each evening.
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Share the Scorecard scores 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.
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 on the same spreadsheet and save 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 Cert Coordinator after each agent has completed. The Cert Coordinator will upload the scorecard by Clicking Here.
Technical Issues - Troubleshooting
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