Promo Dev Process

Promotion development

process

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What is the Promotion Development Process

Check if associate is eligible

promotiondevelopment process

breaks down the development process required for promotion within Customer Care

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Make sure

that you have been checking the associate's Certifications on a monthly basis

CC Org chart google sheet

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certifications

Is the associate certified in Exchange and Credit Memos?

No

Yes

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certifications

Is the associate certified in Resolutions?

No

Yes

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availability

Is the Customer Care Representative able to come in for training / nesting?

No

Yes

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training

Supervisor Requests Agent training via Google Form

TM&L audits and updates the CC TR Sign-Up Google Doc on a bi-weekly basis

Trainer fills out Document of Training:1 - Exchange DOT 2 - Credit Memo DOT

TM&L updates CTM

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development plan

Supervisor adds development plan to CCR's IDP

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development plan

Supervisor adds development plan to associate's IDP

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length of employment

Has the Associate been a CCR for 120 days?

No

Yes

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knowledge assessment

Does the Supervisor want to recommend early administration of the Knowledge Assessment?

No

Yes

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knowledge assessment

Does the manager agree to early administration?

No

Yes

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knowledge assessment

Supervisor administers Knowledge Assessment via Microsoft Teams with the agent sharing their screen. Time allotted 30 mins v1 v2 v3 no v4 CCR starts back at v1 Supervisor reviews score with CCR ASAP

Did not Pass (60-80)

Failed (Under 60)

Pass (80-100)

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development plan

Supervisor adds 90 day development plan to CCR's IDP

Click here to view the knowledge requirement

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knowledge requirement

Supervisor performs four(4) random observations to validate development plan success (1 observation per skill type)

• Call Type:
• CS,DOD,Sales, CM
• Call Duration:
• minimum 7 minutes
• Date & Time of call
• OFI
• Was the CCR able to identify the problem and come up with the best solution in accordance to standard work?
• did the associate assert ownership of the call?
• Did the associate speak in a way that put the Customer at ease?
• Did the CCR perform all required actions to follow-through on the resolution?
• Did the CCR achieve a One Call Resolution?

Click here to view the knowledge requirements how-to video for associates on

Phone

Messaging

Has the CCR passed all 4 observations

No

Yes

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development plan

Supervisor adds 4 week development plan to CCR's IDP

Once the CCR emails the supervisor that they are ready for Knowledge requirement observation

click here to view the knowledge requirement

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knowledge requirement

Supervisor performs a hybrid mix of four(4) observations to validate Knowledge Requirement (1 observation per skill type)

• Call Type:
• CS,DOD,Sales, CM
• Call Duration:
• minimum 7 minutes
• Date & Time of call
• OFI
• Was the CCR able to identify the problem and come up with the best solution in accordance to standard work?
• did the associate assert ownership of the call?
• Did the associate speak in a way that put the Customer at ease?
• Did the CCR perform all required actions to follow-through on the resolution?
• Did the CCR achieve a One Call Resolution?

Click here to view the knowledge requirements how-to video for associates on

Phone

Messaging

Has the CCR passed all 4 observations?

No

Yes

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assessment version #

What version # did they not pass?

v1 and v2

v3

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development plan

Supervisor adds 2 week development plan to CCR's IDP

click here to view the knowledge requirement

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eligibility

• No reminder 2 Corrective actions
• PIP 2 requires Manager and Supervisor recommendation
• Passes a Salesforce Deviation audit based on frequency of devations and repeat offenses (performed by agent supervisor)
• Able to come in for training / nesting

Is the individual eligible for promotion?

no

yes

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development plan

Supervisor adds development plan to associate's IDP (add a shadow session to observe new role)

Has the associate passed the knowledge requirement before?

No, click here to view Knowledge Requirement

Yes, the associate has passed it before

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knowledge requirement

Click here to view the knowledge requirements how-to video for associates on

Supervisor observes one phone/message per skill type fo find OFI if not already performed for associate

Phone

Messaging

• Call Type
• CCR: CS,DOD,Sales, CM
• Specialist/TL: Warranty, AFRS, Support, Escalation
• Call Duration: minimum 7 minutes
• Date & Time of call
• OFI
• Was the CCR able to identify the problem and come up with the best solution in accordance to standard work?
• Did the associate assert ownership of the call?
• Did the associate speak in a way that put the Customer at ease?
• Did the CCR perform all required actions to follow-through on the resolution
• Did the CCR achieve a One Call Resolution?

Did the associate pass all four observations and has shadowed for the new role?

no

yes

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audit

Resolution supervisor audits 1 sup-observation performed on Customer Care Representative for accuracy. Does the CCR pass?

pass

did not pass

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promotional opportunity

Agent's supervisor encourages promotional opportunity

Does the associate want the promotional opportunity?

yes

no

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IDP

Supervisor looks for ways the associate can grow or develop new skills (Update IDP)

Supervisor will re-evaluate after some time and revisit eligibility for promotion

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Roles

What role is the promotion opportunity for?

Team Lead/Supervisor

Resolutions

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team lead/supervisor

Associate applies online

Does the associate get the promotion?

no

yes

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idp

Supervisor adds development plan to the Leader's IDP

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resolutions

Supervisor requests agent training via Google Form

• TM&L and WFM Audit and update the sign-up GoogleDoc on a bi-weekly basis
• WFM schedules Training
• TM&L or resolution TL conducts training

• Trainer administers assessments
• Warranty
• Tech Report
• Stain Removal

Trainer reviews score with CCR asap and updates the CC TR sign-up Google Doc

CCR passes all resolution assesments? (passing score 80%)

no

yes

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retake

CCR wants to retake assessment?

yes

no

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practice

Trainer Leaves CCR in resolution queues to practice for two weeks

Post 2 weeksTrainer Administers Resolution Assessment(s): Warranty 2 Stain Removal 2 Tech-Report 2

CCR passes resolution assesment(s)?

no

yes

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E-mail

E-mail

• Warranty II DOT

To: CTrainingTeam@city-furniture.com Copy: CCManagers

Afterwards:

• TM&L Updates CTM
• Agent's Direct Manager fills out Change of Status(COS) form immediately

• Resolution TL covers 2 weeks of nesting

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certification

Is the associate already certified in Resolutions?

No, the associate has not been certified in resolutions

Yes, the associate is already certified in resolutions

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development plan

Has the associate shadowed for the new role?

Yes

No

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development plan

Did the associate pass all four observations and has shadowed for the new role?

no

yes

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Index