Curriculum

Staff Selection: Customer Care Rep

Marketing Assistant/Contact Rep Account Manager

NEW

Customer Care Representative

From Offer

- Licensing completed
- BIG Background
- Apply for Alias
- Agent to Watch "New Hires - Agent" Playlist in Team Member Trainer

Week 1

Day 1
- Review Team Handbook
- First Time Login & Security Questions
- Onboarding/Email setup
- Yubikey
- Anti Money Laundering & Information Security Training via Workday
- System overview (explain ABS, ECRM, Necho)
- Begin AAPA Training in Workday - To be completed in week 1
Day 2
- Team Member Trainer Work
  - New Team Member Playlist Videos
- AAPA Training in Workday
- Phone Training / Jabber Setup - Supplement with Jabber video in Team Member Trainer
- Agent to review notes and observation experience
- Shadow/Observe experienced team member and take notes
Day 3
- Team Member Trainer
  - Auto Videos
    - Basics
    - Quotes & Applications
    - Discounts
    - Changes
- AAPA Training in Workday
- Observe, notes, and review with Agent
Day 4
- Team Member Trainer
  - Fire Videos
    - Basics
    - Quotes & Applications
    - Changes
    - Homeowners
    - Renters
- AAPA Training in Workday
- Observe/make calls and transfer
Day 5
- Team Member Trainer
  - Life Videos
- Complete AAPA Training & Take Test
- Take inbound calls and transfer
- Skill check on Team Member Trainer concepts from agent

Week 2

Day 1
- Evolve I Day 1
- Notes in Evolve I Handout
- Practice/role play concepts outside of Evolve - FORM conversation
- Team Member Trainer
  - SFPP Videos
Day 2
- Evolve I Day 2
- Notes in Evolve I Handout
- Practice/Role Play Time & Money Word Track and Objections
- Inbound call practice - take calls and transfer to appropriate person, watch transactions
- NECHO Demo Practice in ABS
Day 3
- Evolve I Day 3 and Evolve I Final Exam
- Notes in Evolve I Handout
- Practice/Role Play
- Team Member Trainer Videos on Noted Transactions from shadow
- Inbound Calls and Transfer
Day 4
- Review Evolve I Notes
- Practice/Role Play
- Marketing Expectations & Planning Discussion
Day 5
- Review Evolve I Notes
- Observation
- Outbound Calls and transfer to sales
- Agent to Skill Check on How You Sound/Phone Skills

Week 3

Day 1
- Review notes from Evolve I
- Practice/role play concepts from Evolve I
- Assign tasks for customer care/BOD (agent)
Day 2
- Review notes from Evolve I
- Practice/role play concepts from Evolve I
- Take Inbound calls and handle
Day 3
- Review notes from Evolve I
- Practice/role play concepts from Evolve I
- Skill Check on ECRM process to make changes
Day 4
- Practice/role play concepts from Evolve I
- Marketing/Quotes
- Skill check on Evolve I skills
Day 5
- First full day of service

Week 4

On-the-floor training
Product knowledge, study via ABS product details
Wednesday Quick Hit
Elevates as appropriate
Assign videos from TCC Recordings Library as appropriate

Month 2

Full Skill Check
- Auto Knowledge
- Fire Knowledge
- Life Knowledge
- Health Knowledge
Daily practice of sales and service process concepts / role play every day
Elevate calls
Evolve 2 Service (if offered)
Wednesday Quick Hits

Month 3

Elevate Calls
Evolve II Service if not previously taken and repeat Evolve I
Wednesday Quick Hits

Month 4

Repeat Evolve Classes as needed based on topics
Wednesday Quick Hits
Elevates as Appropriate
Videos in video library based on need

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