Failed exam attempts increases cert time which may result in failure to meet time limits and may even result in separation of employment if there are too many failed attempts. Below are the processes to follow for failed attempts:
For any Failed Attempt:
The agent should immediately email the Workshop Leader 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 Leader.
The Workshop Leader should immediately complete the Failed Cert Exam Google Form and follow the steps outlined in the form.
First Failed Attempt:
The Workshop Leader 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 Leader should email the agent’s Production Manager and cc their TL to notify that the Production Manager needs to proctor the agent for the final attempt.
WFM should be notified in Rocket Chat to end the cert session.
The agent’s TL should deliver a Written CAP within 24 hours (or 1 work-day) for failing a second attempt. In the CAP it should be documented that the agent understands failing the third attempt may result in termination of employment.
Third Failed Attempt:
Failing a cert exam three times will result in their inability to sell for the carrier this year and may result in termination of employment.
The Workshop Leader should email the agent’s Site director and cc the agent’s HR rep, Production Manager, and TL.