1|Level 3 Training

Modified Schedule

Day 1: Example Based on 8:30 – 5:30 EST Schedule

Time Activity Resources/Additional Notes
PSC CSC AH
8:30 Agenda, Introductions,
Expectations
(30 mins)
9:00 The Art of Conversation
(60 mins)
10:00 Maturity Manager Review
(30 mins)
10:30 Break (15 mins)
10:45 Customer Payoff/Direct Sale
(60 mins)
11:45 Balloon Finance
(30 mins)
12:15 Lunch (60 mins)
1:15 Balloon Finance Cont’d
(90 mins)
2:45 VSP Intro? Use as Buffer Time Jen to follow up – thought VSP was
(60 mins) being removed from training all
together
3:45 Break (15 mins)
4:00 Call Practice/Listening +
Roundtable
(90 mins)
5:30 End of Day 1

Day 2: 8:30 – 12:30pm EST (Half-Day)

Time Activity Resources/Additional Notes
PSC CSC AH
8:30 Roundtable/Review of Day 1
(30 mins)
9:00 Mock Calls (60 mins)
10:00 Break (15 mins)
10:15 Mock Calls
(120 mins)
12:15 Closing Remarks (15 mins)
12:30 End of Day 2
1:30 Shadowing (4 hrs) See Nesting Plan
2|Level 3 Training
Modified Schedule

Modified Nesting Plan: (Example Based on 12/10 Training Start Date)

Date Time (EST) Nesting Activity Notes
12/11/2020 1:30 Level 3 Shadow – Trainee Listens After Lunch Break (immediate
(4 hours) transition from virtual classroom to
extended shadow)
12/14/2020 All Day Trainee Takes Level 2 Calls
12/15/2020 All Day Level 3 Shadow – Trainee Takes Can also suggest trainees being
Level 3 Calls paired with one another if this
Half Day presents an issue with available
➔ Have half day reverse Level 3’s/shrinkage.
shadow for coverage
purposes, “Training” solo
calls second half of the day
12/16/2020 All Day “Training” Schedule for Trainee
Solo Calls w/out SA impact
12/17/2020 All Day Full Production, Level 3

In Training Alyssa “OOO”

In Nesting December 2020

Sun Mon Tue Wed Thu Fri Sat
1 2 3 4 5

Meetings w/ Meetings w/
Level 2 reps Level 2 reps
to socialize to socialize
change change
(approx. 30 (approx. 30
reps) reps)
12/7 & 12/14
Schedules go
Live in
Verint, 3pm
CST (can be
later if
needed)

6 7 8 9 10 11 12
TBD: CXC TBD: CXC
Buddy Buddy
Orientation Orientation
#2 #2
3|Level 3 Training
Modified Schedule

13 Level 2 14 15 16 17 18 19
Calls, G1

20 Level 2 21 22 23 24 25 26
Calls, G2

27 28 29 30 31

January 2021
Sun Mon Tue Wed Thu Fri Sat
1 2

3 4 5 6 7 8 9

10 11 12 13 14 15 16

17 Level 2 18 19 20 21 22 23
Calls, G3

24 Level 2 25 26 27 28 29 30
Calls, G4

31 LevelFeb
2 1 Feb 2 Feb 3 Feb 4 Feb 5 Feb 6
Calls, G5

Group 6: Level 2 Calls – Monday, 02/08/2020

“Training” Schedule – Tuesday, 02/09/2020

Full Production, Level 3 – Wednesday, 02/10/2020