CHARMECK 311 Training, Quality Assurance, & Partner Liaison Team
TEAM’S ORGANIZATIONAL STRUCTURE Training/QA & Partner Liaison Senior Manager Partner Liaison Manager Quality Assurance Monitoring Analyst 3 Training & Quality Assurance Analysts Partner Liaison Analyst Partner Liaison Lead CSR
THREE POD APPROACH: BUSINESS AREAS OF EXPERTISE Generalist (6 Weeks) Public Safety (6 Weeks) Revenue: Tax and Utilities (12 Weeks) 2012 – 2014: Seven New Hire Classes Nine Cross Training Classes
CROSS TRAINING 64% Cross Trained Agents in 2011 76% Cross Trained by July 2014 Aggressive Cross Training Schedule
TRAINING AGENDA Competency Assessments Government Orientation Scope of CharMeck 311 POD Specific Instruction Nesting Bay (60 Days)
TRAINING EXPECTATIONS Virtual Learning Environment (Paper to Digital: Flip Professional PDF ) Assessments Participation Attendance
QUALITY ASSURANCE MEASURES Performance Monitoring Partner Liaison Redirects Customer Satisfaction Survey
INTERNAL LEARNING OPPORTUNITIES Customer Service Focused Refresher Classes Partner Redirects Sessions Soft Skills Customer Service Certification Programs Star12 Program: Skill Path Seminars Personal Development Attitudes & Emotions Emotional Intelligence Destructive Attitudes