Training Cycle

Longterm Success

Career Progression

Continous Evaluation

Foster professional growth

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Expectations

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Objectives:

Hiring

NHT

Nesting

Understanding an employee's journey towards career progression

Training cycle

Understanding an employee's journey towards career progression

Reward

Improvement

Go Live

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Hiring & Onboarding

This is the phase were a candidate is hired and accepted the contract. Prior to the New Hire Training classes the can

Hiring

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10 Days New Hire Training

New Hire Training

• Instructor Lead Training
• E- Learning
• Daily Assessments
• Daily Typing Test
• Mock Call/Chat
• QA Session
• Final Assessment

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Hands - On Experience

Nesting

• Progressive chat/call hours
• Case Handling
• Case Discussion/Case Study
• Huddles
• Refreshers
• Coaching
• Quality Monitoring
• Side-By-Side

Endorsement to Production

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• Quality Monitoring : Weekly (2 QA Monitoring and 2 AI Monitoring)
• Training Needs Based Refresher (TNA, Performance Dashboard, Agent Feedback, & Quality Insight)
• Cascades
• Case Discussion/Case Study
• Huddles
• Coaching & Feedback
• Side-By-Side
• Assessments
• Annual Client Certification

• 3 weeks Performance Monitorig
• Quality Monitoring : Weekly (2 QA Monitoring and 2 AI Monitoring)
• Training Needs Based Refresher (Depending on the topic set by the TL)
• Cascades
• Case Discussion/Case Study
• Huddles
• Constant Coaching & Feedback
• Enhanced Side-By-Side
• Assessments
• Agent Feedback

Continous Performance Improvement

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Improvement

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Rewards

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Agents may receive recognition and rewards from the company or clients for exceptional performance. When applicable, agents demonstrating exceptional performance and possessing the appropriate tenure may be considered for career advancement or other company-specific rewards.

Continous Improvement

Agents' performance will be continously monitored where we can identify possible opportunities and come up with the following action from the training team:

• Training Needs Analysis
• Laerners' Feedback
• Performance Dashboard
• Quality Insight

• Agents' are not limited to Lazada skill improvement but all are subject to participate in the skill improvement programs set by Transcosmos, based on TL's endorsement

**For New Hires who fails to meet the set client target will be removed from the Lazada project.

Day 1- 10

The New Hire Training Class

Commencement of the NHT faciliatated by the Trainer, where agents' performance during the 10 days NHT is observed. The average passing score during NHT is 85%

The agent's scores are derived from the following:

• Attendance = 95%
• Assessment = 85%
• Daily assessment = 85%
• Mock Call/Chat = 30% Deficient

Objective:

At the conclusion of this training, the employee will be equipped to identify the various stages of the Agent Training Cycle.

Evaluation will be conducted as early as 4th day of nesting and any agent who failed the nesting may have an extension of training or will be removed from lazda.

Nesting

In this phase the agents will be exposed to handling customers, where the agent's performance is monitored to identify if the agent will be endorsed to production or not.

Performance to be monitored

• TSAT = 85%
• B1BS = 5%
• AHT = 9 minutes / 14 Minutes
• Attendance = 95%
• Quality Monitoring = 30% Deficient

Objective:

Develop a comprehensive framework for the training cycle to effectively establish clear expectations for our employees regarding their learning objectives.

Hiring and Onboarding

You made it! Congratulations!Hiring is one of the most important aspect in our organization, candidates are filtered according to the specific needs of the client. HR Orientation is also vital in this way the agent understands the company and the roles and responsibilities more than that this will allow the agent understand the roles and responsibilities to be fulfilled by the candidate

Objectives

Establish clear expectations for agents of varying tenures regarding the anticipated improvements in their skills, knowledge, and capabilities throughout their time with us.

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Endorsement to production

Agents are endorsed to operations and assigned to a Team Leader and a SME who will be providing the support needed by the agent. KPI to be assessed:

• TSAT
• B1BS
• Quality Monitoring
• FCR
• AHT
• Re-Open
• Attendance

• Agents failing to meet the targets will be subject to tailor-fitted action plans set by the team leaders and QA team