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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.
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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.Update the Call Cert columns of the ESP Tracker
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.
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