February 27, 2010 Business Repair New Agent Position Overview.
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Transcript of February 27, 2010 Business Repair New Agent Position Overview.
February 27, 2010
Business Repair
New Agent Position Overview
Agenda
• CenturyLink
• B-Repair Team
• Position
• Expectations
• Opportunities
• Career Progression
CenturyLink
• EMBARQ / CenturyTel merger July 1, 2009
• Fortune 500 Communications Company
• Local and Long Distance, Voice, Data, High-Speed Internet, Wireless and Entertainment Services
• Reliable Service, Committed to Customer Service, Practical & Innovative Products, and Competitive Pricing
B-Repair Team
• Inbound Repair Center Supporting all CenturyLink Business Customers
- Call Center
- Trouble Ticketing
- Escalations
- Ticket Management
• 250 Employees Located in 2 States - Kansas
- Florida
• Skill Sets - SBHB (Small Business Home Business)
- CLEC (Competitive Local Exchange Carriers)
- GR (General Repair)
- 911
- Long Distance
- National Accounts
- DSL (Internet Helpdesk)
Expectations
Training- 3 Weeks Instructor Led Training Class- “Double Jacking” with an Experienced Agent Included- 1 Week Nesting with Coaching Support while Taking Calls- Accept Calls on Your Own
Attendance- Reliable Attendance Required- Promptness- Accrual of 2 Occurrences during the 1st 30 days may Result in Termination of the
Assignment- Very Important to be at Work when Scheduled in order to Support our Customers
Performance- Quality Assurance Scores- Scheduled Adherence and Limited NRT (Not Ready Time)- Soft Sales Environment (1 offer / 1 sale per day)
- No Sales Quotas / No Sales Commissions (daily, weekly, monthly incentives)
Teamwork- Have a Positive Attitude- Work Well with Peers
Opportunities
• Get Your Foot in the Door and Prove Your Performance!
• Work for a Great Company!
• Compensation
• Benefits
• Paid Training & Development
• Opportunity to Advance
• Learn Life-long Transferable Customer Service and Other Skills!
Career Progression
Career progression within the B-Repair center dependant upon good attendance, quality, performance, and attitude.
Join the CenturyLink team as a temporary associate (6 month evaluation) - Starting pay $22,080/year ($10.00/hr / no benefits)
- Full time agent w/ benefits (after 6 months)
Tier 2 advancement opportunities (Salary Increase) - Ability to handle more complex responsibilities
- Escalation Queue/Agent
- Ability to handle customer escalations and agent support
Job Bidding System (Career Path) - Ability to bid on internal company positions
Please note that all employment opportunities/promotions are available on an as needed basis. CenturyLink does not guarantee any advancement or promotion.
Thank you for your time and consideration of CenturyLink employment opportunities.