Contact Center Management Training Framework Contact Center Management

Scoring Metrics Scores shall be based on a weighted average of the following performance metrics: Written Exam (40 %) Mock Calls (60 %) Passing score for each exam and mock-call will be set at 80%. Overall passing score for classroom training performance will also be set at 80%, and the trainees who will pass will be the ones to progress to the “nesting period”.

Nesting Period (10 days) Trainees need to undergo at least 7.5 hours of live calls daily. They will be graded based on the Quality tool used in Operations. The passing score will be set at 80%, and they should be evaluated for a minimum of 1 call daily. Each trainee will be coached by their respective Quality Analyst after each evaluation to ensure that performance gaps are bridged and addressed before the next live call/evaluation. Coaching sessions must be documented in the form of a coaching log. On the tenth nesting day, their evaluation scores should be averaged; to proceed to the Immersion stage, each trainee’s average score should meet the passing score set by CCM which is 80%. Results of the ten-day nesting period will be announced on the tenth day. Each trainee will be advised individually if they passed or failed the nesting period.

New Hire Trainee Certification Program Policy Should the agent commit an absence due to illness, he/she must present a valid medical certificate on his/her return. During training, in the event of an absence/tardiness, all agents must notify their trainers not later than 2 hour before the start of the training. Agents may be disqualified or dismissed from the program for the following reasons: Incessant attendance Infractions Violation of the Code of Ethics/Conduct based on the LBC Handbook

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