The ESP TL is TLs are responsible to ensure all agents stay productiveeach agent stays productive and adheres to all ESP expectations. Please adhere to the following expectations to efficiently move agents to completion through all ESP tasks.
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Be on time to open the Google Meet to let agents in.
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Monitor attendance. Take note of of the following:
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Agents that arrive 10+ min late or leave 10+ min early.
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Agents that arrive 4+ hours late or leave 4+ hours early.
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Agents who are absent all day.
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Monitor attendance. Use attendance reporting to identify occurrences and update accordingly in the ESP Tracking Sheet according to instructions outlined in the ESP Tracking Sheet Guide. WFM should also be notified.
Stay logged into the Google Meet Go To Training all day actively assisting agents.
Keep an open line of communication letting agents know when you are unavailable due to assisting other agents others or taking breaks.
Manage unnecessary chatter to reduce distractions for agents who may be testing.
Create temporary Google Meet on the side for agents to jump into who need assistance. This will reduce distractions in the main Meet.
Separate Meets should also be set up for the agents to complete the Call Certifications. This may be set up by the TL or by the Certifier.
The TL is required to give feedback during the coaching session after each Call Role Play, on ways to improve, only going over what they did correct and how to improve. Limited to 15 minutes.
TL’s will ensure the agents are staying on track and checking the progress of the agent.
TL’s are required to submit all completed certification as proof to the ESP Tracker form.
TL’s must give proper direction for technical issues:
o AHIP or Aetna issues – direct agents to clear cache and cookies and refresh. If this doesn’t work, the agent needs to contact AHIP or Aetna for assistance and provide the TL with an update immediately following the conversation.
o CXP equipment issues – contact CXP IT one CXP computer at itchat.cxpxe.net or from a personal device at public-itchat.cxpxe.net
o TBT Issues – direct agents to clear cache and cookies and refreshRegularly monitor agent progress and ensure no agents are falling behind.
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Important Note - One of the main issues to resolve during ESP is receipt of equipment and verification that equipment is functioning properly. The above document outlines how to handle these issues.
For AHIP/Aetna issues, click the dropdown below for troubleshooting steps:
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TL’s are responsible to set up Google Meets for Shadowing and may need to assist with the process of allowing agents to join these Meets.
TL’s must hold the agents accountable according to the Agent Expectation Timeframe.
TL’s must complete Verbal, Written, and Final CAP’s according to the Attendance Policy.
If there is an issue with an agent, the TL must inform their PM immediately of the situation.`Timeframe Expectations.
TL’s must hold agents accountable according to the Attendance Policy.
TL’s must hold agents accountable according to the Failed Cert Exams Guide.
TL’s must ensure all Tickets have been submitted before logging off each evening using the five forms listed at the bottom of this page.
When agents fail to meet expectations outlined in the policies above, the agent must be verbally coached and this coaching must be documented. TLs should utilize the following resource to assist with this process:
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For Written CAPs, Final CAPs, and Terms, TLs should utilize the following CAP Template resource to assist:
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TL’s must ensure the ESP Tracker is up to date before logging off each evening.
This includes AHIP/Aetna status, TBT status, Call Cert status, Equipment status, and RTS/No More Forms status.
TLs must notify PMs immediately when an agent has completed all ESP tasks to allow the PM to transition the agent to production.
Be mindful of any ‘red-flag’ situations and notify ESP Managers/PMs as needed. For example, something surfaces form a carrier background check that looks like it may inhibit the agent’s possibility of being appointed.
Tracking Forms