The purpose of Call Certs is to prepare agents for live calls and to ensure agents demonstrate a reasonable level of competency needed to perform the role.
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The QA 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.
Agents should be aware that when taking calls after ESP training that 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.
Certifiers should provide at least some positive feedback to avoid scenarios of providing only negative feedback.
After call certification process is complete, the agent should return to the main Go To Training and continue working on TBTs or await instructions on what to do next if TBTs are complete.
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