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46 M United States of America
speaks English
Last login: 5 December 2012
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Member since: 5 December 2012
A new law as passed regarding questions we could no longer ask our
customers over the phone when collecting credit card data and as a
result, our center need new scripting created in order to comply with
the law.   We had 3 days to implement the changes while updating
training manuals and quality assurance scripting. As Director of
Operations, I contacted our Workforce Manager, Trainer, Quality
Manager,  our Team Managers and Subject Matter Experts to implement
our strategy. We needed to get 165 agents educated on the new material
and I wanted everyone signed off as having completed the changes.  Our
Workforce Manager provided 2 day schedules for the entire staff with
our 3rd as insurance for any misses. Our training department arranged
3 classroom and was responsible for conducting the classes. Our
Quality manager was responsible for insuring 2 quality monitors would
be conducted on all agents by day 3 to insure we are following new
standard work and our SME’s were there to walk the floor listening
to calls to insure we were all on board. I gave progress reports to
corport as well as my staff daily to insure we were on target. As a
result, we were successful in reaching our goal with time to spare.


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