It is a mandatory for WAH agents to must meet internet speeds speed requirements. Failure to have sufficient internet speeds may result in problems including , but not limited to, dropped calls which impacts conversion rates as well as dropped calls, Conversion Rates, echoing voices, and customer experience. Agents will be asked periodically to provide proof of sufficient internet speeds which can be done by following these steps:
The speed test should be done while NOT on the VPN. Your cXp computer automatically logs you into the VPN. Therefore, the test needs to be run on your personal computer.
Do a Google search for “internet speed test” and click “Run Speed Test.”
Capture a screenshot including the three items marked in the example below: 1 - The download speed; 2 - The upload speed; 3 - The date and time in the bottom-right corner of Windows.
The internet speed requirement is a minimum of 10 down and 10 up. The example above meets the 10 down requirement but it does not meet the 10 up requirementGo to http://speedtest.net
Select “Speed Test”
Select “Go”
The minimum requirements are 50 mbps download and 20 mbps upload.
If you do not meet the minimum requirements, ensure no music or videos are being streamed on your network. Streaming on the network used to perform your work is not permitted.
If your internet speed does not meet the minimum requirements, it is your responsibility to update your speed by contacting your internet service provider.
Once you are able to capture a screenshot showing sufficient internet speeds, emailCapture a screenshot of your results including 1 - The Download mbps; 2 - The Upload mbps; and 3 - The date/time in the bottom-right corner of your screen.
Email the screenshot to your supervisor.