CHARMECK 311

Training, Quality Assurance, &

Partner Liaison Team

TEAM’S ORGANIZATIONAL STRUCTURE

Training/QA & Partner Liaison Senior

Manager

Partner Liaison Manager

Quality Assurance

Monitoring Analyst

3 Training & Quality

Assurance Analysts

Partner Liaison Analyst

Partner Liaison Lead

CSR

THREE POD APPROACH: BUSINESS AREAS OF EXPERTISE

Generalist (6 Weeks)

Public Safety (6 Weeks)

Revenue: Tax and Utilities (12 Weeks)

2012 – 2014: Seven New Hire Classes Nine Cross Training Classes

CROSS TRAINING

64% Cross Trained Agents in 201176% Cross Trained by July 2014Aggressive Cross Training Schedule

TRAINING AGENDA

Competency Assessments

Government Orientation

Scope of CharMeck 311

POD Specific Instruction

Nesting Bay (60 Days)

TRAINING EXPECTATIONS

Virtual Learning Environment (Paper to Digital: Flip Professional PDF)

Assessments

Participation

Attendance

QUALITY ASSURANCE MEASURES

Performance Monitoring

Partner Liaison Redirects

Customer Satisfaction Survey

INTERNAL LEARNING OPPORTUNITIES

Customer Service FocusedRefresher ClassesPartner Redirects SessionsSoft SkillsCustomer Service Certification ProgramsStar12 Program: Skill Path Seminars

Personal DevelopmentAttitudes & EmotionsEmotional IntelligenceDestructive Attitudes