Cert Workshops are being set up to expedite the process of moving agents through certifications. Please review the information below to become familiar with the Workshop process 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 the Agent Workshop Expectations Guide with the agents.
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 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 the one-off situations.
For AHIP, time will be allocated for agents to complete the practice module quizzes. The class will then review their Q’s and 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 is expected to follow the instructions outlined in the Cert Exams Guide.
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.