This presentation will provide us a proposal of an overview of the hiring and training plan, performance, potential opportunities and recommendations for the business. Objective

Assignments and Time Line AssignmentTimeOwnerDetails Hiringn/aRemote Staff Hiring will be conducted by Remote Staff and agents are pre-screened to have good communications skills as a prerequisite to the job hence no communications training will be provided to save cost. Product Training weeks Trainer Product training will be provided by a trainer and may take 1 or 2 weeks depending on the product complexity. Training tools will be made once I am familiar with the process and the products. Training may be divided into 3 or 4 phases, it will be grouped according to familiarity and scope of work. Deliberation1 dayTrainer and Client A transition from product training to nesting will be conducted by the trainer to the client in a form of a progress review. Client decides who goes to Nesting and who will be terminated based from agent performance. Nesting2 weeksTeam Lead Hands on training phase where agents are already answering phone calls but are closely monitored by the team lead for real time assistance and coaching. Deliberation1 day Team Lead and Client A transition from nesting to production will be conducted by the team lead to the client in the form of a progress review. Client decides who goes to Production and who will be terminated based from agent performance. Productionn/aTeam Lead Production phase indicates agent is done with product training and nesting and can independently perform the job requirement with minimal supervision although feedback and coaching will still be provided by the team lead on weekly performance reviews. The team lead can act as the trainer during the initial phase of the business where there is still no production team.

Hiring Hiring recommendations include: 1.High internet bandwidth as a requirement for agents. 2.Headset with noise reduction system. 3.Quiet environment or minimal vehicle passing. 4.Good communication skills should be filtered by Remote staff to save cost for communications training. 5.Preferably same area with Team Lead for team meetings and training to be easier to conduct.

Product Training Product training recommendations include: Duration: 1 or 2 weeks depending on the product complexity. Venue: Group and individual training can be provided via Skype conference although face to face training is more effective. Material: 1.Google Drive can be utilized for training. Can be used real time and be shared by multiple users depending on privacy of a document. 2.Screencast can be utilized once you pay a pro account. It can be used for training to show screen tool navigation through actual call recordings. It saves time for training. 3.Dropbox can be used as a storage point for company materials that can be accessed online. 4.Skype as a communications tool. 5.Client provided software.

Deliberation Outline The following items will be discussed during deliberation phases: 1.Group Attrition 2.Group and Individual Attendance 3.Individual Agent Behavior 4.Individual Agent Performance 5.Opportunities 6.Recommendations 7.Action Plans

Nesting Nesting recommendations include: Duration: 2 weeks Venue: Home Material: 1.Tools will depend on client mandated software and tools to be used. 2.Real time assistance will be provided via Skype, YM, IM or any client mandated software.

Production Production recommendations include: 1.Team Lead to monitor calls and provide feedback and coaching. 2.Team Lead to conduct weekly team meetings and huddles with the team. 3.Client should provide a daily checklist of tasks that the Team Lead should accomplish in a day/week.