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.
...
The Cert Team will arrive on time in the Go To Training room.
...
The Cert Team will meet with the CCC 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.
...
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 and should 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.
The Cert Coordinator will upload the scorecard by Clicking Here.
The Cert Coordinator is responsible to ensure agents report their daily progress.
Access the “ESP Agent Progress Report” found in the cXp Leadership Drive.
Set the expectation that it is mandatory for each agent to self-report their progress before logging off each evening and that if an agent does not have access to the shared sheet that they must report their progress via email to the Cert Coordinator.
The agent progress report as well as the direct emails from agents should be updated in 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.
Call Certifier Responsibilities
Arrive on time in the Go To Training room each morning.
Meet with the Cert Coordinator at the beginning of each day, to get direction for the day.
Certifiers should follow the process outlined in the Agent Call Cert Expectations.
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:
...
Agents may review the Scorecard (above) and Below is the QA Definitions Guide (below) to see how the calls are scored to better prepare.
...
:
| View file | ||
|---|---|---|
|
The QA Share the 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.
| Info |
|---|
Agents should be aware: when taking calls after ESP training, 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 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 on 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 and the CCC will upload the scorecard by Clicking Here.
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
Click the Training CNRX Link and login with the following credentials:
Username: aetnaclient
Password: 23aetnaclientImportant: If you have issues with the Training CNRX Link, utilize the Live CNRX Link using “calltest” for both the username and password.
Login the next screen with the following credentials:
Username: calltest
Password: calltest
Click “New Profile” and select “New beneficiary”
| Tip |
|---|
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. |
Cert Coordinator after each agent has completed.
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.
...