Curriculum

Staff Selection: Customer Care Rep

Hybrid 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 Team Member Toolkit
- Practice/role play concepts outside of Evolve - FORM conversation
- Team Member Trainer
  - SFPP Videos
Day 2
- Evolve I Day 2
- Notes in Team Member Toolkit
- 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
- Notes in Team Member Toolkit
- Practice/Role Play
- Team Member Trainer Videos on Noted Transactions from shadow
- Inbound Calls and Transfer
Day 4
- Evolve I Day 4
- Notes in Team Member Toolkit
- Practice/Role Play
- Marketing Expectations & Planning Discussion
Day 5
- Evolve I Day 5
- Evolve I Final Exam
- 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

Trophy Club

ELITE

Jack Heerink

Trophy Club Consulting

Menu

Account Admin

Class Descriptions

New Hire Curriculum

Additional Services

Menu

Account Admin

Getting Started

New Member Checklist

Suggested Learning Path

Class Descriptions

New Hire Curriculum

Additional Services