Scribd
Upload
57 views2 pages

MSS Agent Expectation Document

Bystand

Uploaded by

Ruiz, Matthew - GAS12C
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
57 views2 pages

MSS Agent Expectation Document

Bystand

Uploaded by

Ruiz, Matthew - GAS12C
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 2

BELL ROCK MSS Expectation Setting Document

Program Overview:

• BELL ROCK is ranked 9 in the Fortune 500 companies with its mission: "To connect people with their world everywhere
they live, work and play … and do it better than anyone else."
• At BELL ROCK, we are bringing it all together. We deliver advanced mobile services, next-generation TV, high-speed internet
and smart solutions for people and businesses. That is why we are investing to be a global leader in the Technology, Media and
Telecommunications industry.
• Our high-speed mobile internet network covers more than 400 million people and businesses across the U.S. and Mexico. We
also wirelessly connect cars, machines, shipping containers and more. It's all part of our leadership in what’s called the Internet
of Things.
• Our high-speed mobile network is a fundamental asset in achieving our mission to connect people with their world from virtually
anywhere they live, work and play. And we offer a combination of premium entertainment options and unlimited wireless data
plans on the nation’s best data network, something no one else can match.
• With BELL ROCK’s longstanding partnership with other media developers, it is stronger as ever through its innovations and
contribution to entertainment and communication industry.

• You will be joining a Sales & Service Account.


o This is not an inbound Sales account – you will initiate the sale on all applicable calls
• This is a Tier 3 program (mix of customer service, technical support, and sales)
• Completion of ALL the pre-employment requirements is needed prior to employment (including medical exam- should be fit
to work)
o Reminder: TalkPush documents upload should be below 2MB
o Medical Clearance
o NBI Clearance
o SSS document
o Signed the 1905 / 2305 or 1902 form for your tax identification number (TIN)
o Fit to work clearance (if needed)
o Pag-ibig form
o Philhealth
o Other negotiable requirements can be submitted while in training
• You underwent Versant assessment during the application stage. We have a random audit of those who took it virtually
to validate identity of test taker. Do you confirm that you personally took the Versant assessment Y____ N ___
Should there be findings leading to potential fraud regarding this and other assessments, it will be subject to further
investigation, leading to disciplinary action or dismissal. Do you have any concerns regarding this? Y ____ N _____
• Since we have access to / cater to confidential information from our customers, please expect that any electronic device such
as cellphones. MP3 players, USBs, smartwatches, e-cigarettes, etc. are not allowed inside the training room and production
area. Lockers will be provided accordingly. Violation of this can lead to termination. Do you acknowledge? Y ____ N _____
• BELL ROCK is a paperless environment; thus usage of pens and papers are limited to none. Do you acknowledge? Y ____ N
_____
• This is a 24/7 program. Training, Transition and Production Schedules may vary (possible make-up classes on weekends, shift
from one sched to another during Training, changing RDs during transition and once endorsed to production). Do you have any
concerns with shifting schedules? Y____ N_____
• Do you have any commitments or planned activities for the next 6 months that may hinder you from being flexible with your
schedule such as going back to school, relocating out of town/country, personal or family commitments, own business, etc?
Y____ N_____
• Are you currently enrolled in school or planning to enroll soon? Y____ N_____
• Are you seeking/waiting for another employment opportunity? Y____ N_____
• We work during Philippine Holidays (i.e. Holy Week, Christmas and New Year’s Eve and day, All Saints Day, etc.). Do you have
any concerns working during holidays? Y____ N____
• We work during US Holidays (i.e. Thanksgiving, Fourth of July, Memorial Day, etc.). Do you have any concerns working during
holidays? Y____ N_____
• Our account also caters to Paid Overtime Hours when needed. Are you amenable to this? Y____ N_____

Version 1 2/13/2018 1
Program description and scope:

The services offered by the account is composed of voice, text and multimedia messages, internet connections on
cellphones, pocket Wi-Fi and tablets and Satellite TV services. Possible customers that you will interact with are those interested
in getting a service, newly activated (0- 30 day- old service), and established accounts. The customers will be inquiring about
their billing/service, orders, payments, and technical troubleshooting concerns. You will need to offer additional line sales
to all applicable calls. These are the five main tasks you will perform. There are four main tools that can be used and there are
additional tools that will be taught during classroom training which is dependent on the kind of call type that will be handled.
Other employees from other departments and store representatives will be calling as well inquiring about customer information.

Training

• Training is a total of 28 days which is a mix of Customer Experience Training and Product Specifics Training, of which 10 days
involve call taking (Apply Phase)
o Apply Phase: Trainees are given the chance to take a limited number of live calls with fulltime supervision and
assistance as part of the agenda. This happens on Day 16 to Day 25 of PST.
• After completing PST, you will be endorsed to 4 Weeks Transition
• Trainees are assessed on communication and product knowledge thru web-based courses/tests, mock calls, and live calls.
• Trainees are also exposed to live calls by connecting and listening to Production agents as part of the training curriculum.

Attendance Expectations:

• Attendance is strictly adhered to. Each Unauthorized absence and tardiness would correspond to specific sanctions as
prescribed by the attendance policy. Two or more unauthorized absences will lead to discontinuance of training/employment.

How do we measure your success?


• Scorecards - The components of the scorecard include ORS (Overall Rep Satisfaction), Wireless Sales (Additional Voice
Lines posted), 7D Repeats, Request Resolve, Average handle time and attendance.

What’s in it for you?


• Loyalty Rewards → You will receive a cash incentive if you hit the Program Goal Metrics with at least 10 days’ worth of
performance per month (mechanics will be discussed separately); and have no disciplinary action for the month
• Program incentives → are performance based and may differ each month. There are various incentives that drive performance
on the primary scorecard metrics and other hygiene metrics, including attendance. There are also real-time spiffs given,
subject to the kind of sale and availability of rewards.
• Career path → development planning even as an agent with excellent performance rating (mechanics will be discussed
separately). Eligibility for promotions depend on regularization, performance, and IR status
• Engagement → not just all work but we also have daily/weekly/monthly/quarterly program and site events or activities for all
employees to enjoy and have fun
• ERP Referral → monetary incentives for friends/family who are referred and successfully hired

By signing this document, you declare that all information that you have disclosed in your application are correct and true. Any false
misrepresentation and non-disclosure can be grounds for disqualification or if employed, will result to your dismissal.

________________________________
Signature on top of Printed Name/Date

Discussed by:

Vien Russel Dangalan


________________________________
Signature on top of Printed Name/Date

Version 1 2/13/2018 2

You might also like