Job Descriptions & Skills Matrix

Agent Level

Skills/Competencies

Universality

Performance

Tenure

Adequacy

Agent possesses 'meets requirements' for 10 of 13 Skills & Competencies.

Agent possesses successful completion on 1 area of Universality

Adequately performs tasks, escalates calls with accepted norms, regularly requests assistance from peers and superiors. Rarely provides support to peers. Monitor scores regularly at 60% or better. Closes sales opportunities at 50% or better. First Call Resolution is at 70% or better.

Generally has less than 12 months experience

Competency

Agent possesses 'meets requirements' for all Skills & Competencies. Agent possesses 'Exceeds requirements' in at least 3 Skill/Competency areas

Agent possesses successful completion on 3 areas of Universality

Performs tasks without errors, escalates few calls, and occasionally requests assistance from peers and superiors. Occasionally provides support to peers. Monitor scores regularly at 80% or better. Closes sales opportunities at 70% or better. First Call Resolution is at 85% or better.

Generally has more then 18 months of experience

Mastery

Agent possesses 'meets requirements' for all Skills & Competencies. Agent possesses 'Exceeds requirements' in at least 10 Skill/Competency areas

Agent possesses successful completion of all areas of Universality

Performs tasks without errors, rarely escalates calls, and rarely requests assistance from peers and superiors. Provides regular support to peers. Monitor scores regularly at 90% or better. Closes sales opportunities at 85% or better. First Call Resolution is at 95% or better.

Generally has more than 24 months of experience.

Assessment Source(s)

Agent Assessment of Skills/Competencies

Agent Assessment of Universality Capabilities

Agent Assessment of: 1) Call Monitors- Monitoring form in place scoring methodology in place, 2) Sales Calls to Success Rate-Total sales/orders attained by agent as a percent of all calls identified as Sales Opportunities, 3) First Call Resolution- determined through system query to identify all customers whose account is accessed on more than once within 72 hours (3 days).

Tenure  tracked by HR

Assessment Status

In Place

In Place

In Place

In Place