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