Agero Drive Time | Roadside Assistance

Opportunity at a Glance Service Type: Customer Service

Contents Average Revenue

$6.00/Interval
Opportunity at $12.00/hour
a Glance
Minimum Alt Base Rate
$6.00/Interval
Service $12.00/Hour
Client
Overview & Revenue
What to
Expect

Certification
Course Details Course Duration Class Times Offered

3/12/18 – 3/16/18 Option 1: 9:00 AM – 1:00 PM ET

Enrollment Option 2: 6:00 PM – 10:00 PM
Prerequisites ET

Certification
Service Level
Requirements
Suggested
30 Interval
Additional (15 hour) SOW
Information Intervals Available*
Most Intervals Available*
7 days a week, 4pm – 9pm EST
a day –365 days
4:00 Pm – 9 pm ET
Service
This is a best fit Opportunity a
Intervals call center wanting
*Subject to change based on client
To service from 4pm-9pm EST needs
of intervals.

With a working knowledge of

google maps and other mapping
resources.

Equipment Must Meet Platform Standards

Click Here for System & Equipment Policy

Additional Client Program Technology Standards

• A second monitor is found to be beneficial for this program.
Equipment • A 19” monitor or larger is recommended to best view client
system.
 Agero Drive Time | Roadside Assistance

Agero provides emergency roadside assistance to customers that have emergency roadside
benefits as part of their automotive insurance policy or their new vehicle owner’s package.11 out of
15 top insurance carriers support their customers through Agero, and 75% of new passenger
vehicles sold in the U.S. use Agero to provide their customers with roadside assistance.

Learn more at https://www.Agero.com

What to Expect Service Type: Customer Service

What to Expect

• Afternoon drive time servicing of inbound • Outbound coordination to client’s service

calls for roadside assistance and other service providers & possible follow up calls for
requests from client’s customers and/or client clarification and/or additional calls for
account representatives for assistance with secondary services
items such as:
• Probing to identify the need of the
• a vehicle that won’t start
• flat tire(s)
customer based on vehicle inoperable
• keys locked inside a car situation
• vehicle out of gas
• vehicle in an accident • Identifying the customer’s location using
Google Maps and other client tools
• Place outbound calls to list of client’s service
• Providing policy coverage details based
providers to secure appropriate towing
on the specific client program
assistance to resolve the customer’s needs
• Securing a Service Provider to assist the
• Possible outbound calls to client, client’s
customer, based on the parameters of the
customers and/or client account representatives
policy’s program
for status and clarification purposes.
• Providing status updates to customers
• Transfer inbound calls or outbound calls to other
calling after the initial request for
client-designated internal support departments
assistance was processed
or client account representatives
 Agero Drive Time | Roadside Assistance

Certification Course Details Service Type: Customer Service

Class Times
Offered
Monday – Friday

9:00 am – 1:00 pm Phase I

6:00pm – 10:00pm instructor Led eLearning

Dates: 3/12/2018 – 3/16/2018

An overview of tools, knowledge, resources and practice call-time necessary to use

client systems and provide quality service to client customers with service, tax support
and technology issues.

This course is:

100% attendance
in instructor-led • A combination of self-paced
sessions is highly and instructor-led
encouraged for • 4 hours of instructor-led classroom
success! • CSP may service intervals outside of Boot Camp Instructor led times.

Read complete
course policies here

Service Type: Inbound Customer Service & Product Support Calls

Metrics Service Level Requirements
Certification Completion Criteria Pre-Course Work

• Attend all 5 days of Boot Camp • N/A

• Successfully pass Boot Camp – instructor led sessions

PLEASE NOTE – FOR SECURITY PURPOSES

LEARNERS MUST ATTEND THE FIRST THREE DAYS OF CLASS TO CONFIRM LOGIN CODES,
Codes will be deactivated for learners who do not attend the first three days, and they will be removed from class.
Please ensure your agents attend.
Additionally, failure to take and/or complete any assessment may result in a drop from the course.
 Agero Drive Time | Roadside Assistance

Performance Requirements Service Type: Customer Service

Performance Requirements. Call Center Company must meet the performance requirements set forth in the table
below. A “Star” rating will be awarded to Call Center Company based on the weekly performance levels of its
Authorized Users (the “Star Program”). Failure to meet the threshold metrics necessary to earn a minimum of one
Star based on the average of all Performance Metrics for a period of four consecutive rolling weeks will result in the
termination of this SOW.

* ** ***
Intervals Serviced 30 - 35 36 – 59 ≥ 60
Average Handle Time 426 – 450 425 – 376 375 – 300
seconds seconds seconds

Special Servicing Intervals. During the term of this SOW, Call Center Company will provide Call Center
Services on the day(s) listed below:

• Ten Intervals on Saturday and/or Sunday

Service Level Requirements Service Type: Customer Service

Service level requirements vary and are subject to change

Failure to meet one or more of the service level requirements may result in termination of the SOW.
The service level requirements may be modified from time to time upon commercially reasonable notice to the
business.

Service Level Requirements Metrics Definition

% of intervals serviced compared to the intervals

≥ 90% scheduled and committed to service. Commitment
Commitment Adherence
Adherence is calculated as Serviced Minutes/(posted
Minutes + Released Lockdown Minutes)] x 100
≥ 90% Indicates customer rated the agent as providing
CSI Top Box
"Excellent" service
≤ 10% Indicates customer rated the agent as providing
CSI Bottom Box
"Poor" service

Average Handle Time > 300 – 700 seconds

Talk time + Hold Time+ After call work
(AHT)

A measurement of adherence to processes and

Quality Assurance Critical ≥ 85%
procedures while delivering an excellent level of
Score
customer service, as defined by the Agero client
 Agero Drive Time | Roadside Assistance

Additional Information Service Type: Customer Service

Log-in codes are confidential, user A company DOES NOT QUALIFY for
specific and will only be generated for this program if any of the following
confirmed course attendees applies to the company or its agent
(s) enrolling in the opportunity:
• To confirm a company’s intent to attend,
Arise may be contacting the call center owner or
• Was designated servicing one or more
its agent registered to attend the certification
SOWs who were terminated for cause
course, a minimum of 10 business days prior to
the start of class. • Dropped from “enrolled” status in a program
opportunity less than 4 weeks before
expressing interest in this program
• Failure to confirm your company’s intent to
opportunity.
attend will result in a delay of codes and may
result in either removal from the course or • Currently enrolled in any Intuit program
placement into an alternate course. Please • Has a Commitment Adherence below 90%
make every effort to provide a timely response. • Currently residing in one of the following
states: CA,CT,HI,MD,MA,NH,NJ,OR,VT and
• Commitment Adherence is critical to this WI
program. Companies are responsible for • Currently servicing Agero through any other
ensuring that their agents service all intervals vendor or Arise application, or servicing
that have been accepted. through any other Emergency Roadside
Service Program
See Sample Statement of Work • Contact information for the call center’s
owner and their agent(s) must be up-to-date
to be eligible for this opportunity. If Arise is
unable to contact the call center owner or
any of the call center’s agents, they will be
dropped from this opportunity without further
notice.

A company must meet all of the following

criteria to be considered for this opportunity

• Hold a star rating of 2 or more stars for the

past 2 SOW periods.

DISCLAIMER

This Opportunity Announcement (OA) is intended as a summary of the applicable business opportunity. It is not
a legal document, nor a comprehensive review of all terms included in the applicable Statement of Work (SOW).

You should thoroughly review each SOW prior to executing it. In the event of a conflict between the OA and the
SOW, the terms of the SOW will take precedence. Arise recommends a thorough review of all policies prior to
enrolling in the opportunity.