Curriculum
Staff Selection:
Marketing Assistant/Contact Rep
Customer Care Representative
Account Manager
New
Continuing Education
NEW
Marketing Assistant/Contact Rep
From Offer
BIG Background
Apply for Alias
Set up Jabber phone extension (DID Line)
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
Evolve Day 1 - Intro and FORM
Phone Training / Jabber Setup
(Team Member Trainer)
Day 2
Set up listviews in ECRM
Elevate Video - Prioritization
Explain click to dial in ECRM
Explain DID/Phone System
Day 3
Role Play/Practice Step 1
Skill check by agent
Make Calls and Transfer
Day 4
Role play/warm up
Make Calls
Optional focus intention promotion: Take best number of transfers in a day, stretch the goal and offer a promotion (cash, nails, shopping, etc) if they hit stretch goal
Day 5
Role Play/warm Up
Make Calls
Skill check/evaluate performance
continuing education
Marketing Assistant/Contact Rep
Education
Practice every day, role play Step 1 and focus on overcoming objections
Speed of transfers is critical, use park and communicate with sales team
Agent needs to oversee the transfer process for efficiency
Trophy Club
ELITE
Account
Logout
Jack Heerink
Trophy Club Consulting
Menu
Account Admin
Profile
Contract
Help
Contact
Update Billing
Classes
Class Descriptions
Recordings
Short Takes
Facebook
New Hire Curriculum
Instructors
Additional Services
Onboarding
Menu
Account Admin
Profile
Contract
Help
Contact
Getting Started
New Member Checklist
Suggested Learning Path
Classes
Class Descriptions
Recordings
Facebook
New Hire Curriculum
Instructors
Additional Services
Onboarding
.svg)
.svg){kind=small}
.svg){kind=small}
.svg){kind=small}