Failed cert exam attempt results in increased cert time which may result in failure to meet time limit expectations. Below are the processes to follow for failed attempts:
For any Failed Attempt:
The agent should immediately email the Workshop TL that an attempt was failed and how many times this exam has been failed (ie first, second or third fail).
The agent should also direct message the Workshop TL.
The Workshop TL should immediately complete the Failed Cert Exam Google Form and follow the steps outlined in the form.
First Failed Attempt:
The Workshop TL is responsible for coaching the agent.
Once coached, the agent may proceed with their second attempt.
Second Failed Attempt:
Agents will be proctored by a Production Manager for their third and final attempt.
The Workshop TL should email the agent’s PM and cc their TL to notify that the PM needs to proctor the agent for the final attempt.
WFM should be notified in Rocket Chat to end the cert session.
The agent’s direct TL should deliver a Written CAP for failing a second attempt. In the CAP it should be documented that the agent understands that failure to complete on the third attempt may result in termination.
Third Failed Attempt:
Failing a cert 3 times will result in their inability to sell for the carrier this year which may result in termination of employment.
The Workshop TL should email the agent’s HR representative and cc the agent’s SD, PM and TL.