TRAINING INVITE PROCEDURES

Post date: Nov 07, 2016 11:26:57 PM

Please be aware every agent is responsible to check their emails and staff management when it comes to training.

I received on 11/7/16 communication on how the trainers will handle invites. But as Agents we are responsible for our schedules as well.

Our current process is as follows (NHCRR), who is now completing all our scheduling, is similar in nature):

• Agents are scheduled for training (if shift is adjusted must be outside of 7 days)

  • Staff Man is updated with training time

  • Agents are responsible for checking StaffMan

  • Once training is placed in Aspect agents are not able to trade/PH/Auto

• Meeting invite is sent

  • Agents are responsible for reading email

  • This is the official notification of training

  • Invite states to check StaffMan for any adjustments

• Courtesy IM

  • If there is time prior to training the facilitator will reach out to remind them about training class

  • Agent are expected to be online via IM while working

• Courtesy meeting invite reminder

  • 15 minutes before class

We try to reach out to agents to remind them of training via IM as a courtesy but this is not considered their “notification”. They don’t always respond and many times they aren’t even online. The pop-up reminder is a courtesy and not considered notification for training either. A few facilitators may send an email reminding them of training, but again, not a requirement.