The purpose of the Cert Workshops is to expedite the process of moving agents through certifications. Please review the information below to become familiar with Workshop processes and expectations.
Workforce will schedule Cert time in TeleOpti at times that will have the least impact on Service Levels.
Operations management will schedule Workshops in agents calendars at times that coincides with the time scheduled in TeleOpti.
Workshop Leaders are expected to follow this process:
Begin each session on time.
Review this Agent Workshop Expectations guide with the class.
Do a roll call and immediately notify WFM in the WFM RC of any agents that are late so they can be reminded to join ASAP.
Go through the cert step-by-step guide with the class to keep everyone on pace and moving efficiently.
However, agents who are comfortable setting their own pace may move ahead of the group to finish sooner.
If one or two agents get stuck then the Workshop Leader should continue assisting the majority of the group before assisting one-off situations.
For AHIP, 30 minutes will be allocated for agents to complete each of the practice module quizzes on their own. The class will then review their Q’s/A’s together because most Q’s/A’s appear exactly the same way on the Final exam as they do on the practice quizzes.
When an agent fails a cert exam, the agent should immediately email the Workshop Lead and cc their direct TL.
When an agent completes the certification, the agent should immediately email the Workshop leader and cc their TL with a screenshot of the cert completion proof as instructed in the step-by-step guide.
Workshops may sometimes be cut short if agents are needed back on the phones due to service levels in which case you will be scheduled at a later time if the cert is not completed.
Time spent in the Workshops is being carefully tracked and failure to complete within the time allowed will result in Coachings/CAPs.
Failed test attempts are also being carefully tracked and may result in Coachings/CAPs.
It is prohibited to share exam Q&A’s with others or to assist others with their exams. Anyone engaging in this type of activity will be subject to immediate and severe corrective actions, up to and including termination of employment. .It is ok to go over the AHIP Q&A’s as a group because those are the Q&A’s in the practice quizzes. This is no longer acceptable when taking the final exam.
It is a best practice to not worry about taking detailed notes. Instead, move efficiently through the modules and when taking the final exam, use Ctrl+F to assist in finding answers quickly.