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Business Repair New Agent Position Overview. February 27, 2010. Agenda. CenturyLink B-Repair Team Position Expectations Opportunities Career Progression. CenturyLink. EMBARQ / CenturyTel merger July 1, 2009 Fortune 500 Communications Company

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Business repair new agent position overview

Business Repair New Agent Position Overview

February 27, 2010


Agenda
Agenda

  • CenturyLink

  • B-Repair Team

  • Position

  • Expectations

  • Opportunities

  • Career Progression


Centurylink
CenturyLink

EMBARQ / CenturyTel merger July 1, 2009

Fortune 500 Communications Company

Local and Long Distance, Voice, Data, High-Speed Internet, Wireless and Entertainment Services

Reliable Service, Committed to Customer Service, Practical & Innovative Products, and Competitive Pricing


B repair team
B-Repair Team

  • Inbound Repair Center Supporting all CenturyLink Business Customers

    - Call Center

    - Trouble Ticketing

    - Escalations

    - Ticket Management

  • 250 Employees Located in 2 States

    - Kansas

    - Florida

  • Skill Sets

    - SBHB (Small Business Home Business)

    - CLEC (Competitive Local Exchange Carriers)

    - GR (General Repair)

    - 911

    - Long Distance

    - National Accounts

    - DSL (Internet Helpdesk)


Expectations
Expectations

Training

  • 3 Weeks Instructor Led Training Class

  • “Double Jacking” with an Experienced Agent Included

  • 1 Week Nesting with Coaching Support while Taking Calls

  • Accept Calls on Your Own

    Attendance

  • Reliable Attendance Required

  • Promptness

  • Accrual of 2 Occurrences during the 1st 30 days may Result in Termination of the Assignment

  • Very Important to be at Work when Scheduled in order to Support our Customers

Performance

  • Quality Assurance Scores

  • Scheduled Adherence and Limited NRT (Not Ready Time)

  • Soft Sales Environment (1 offer / 1 sale per day)

    - No Sales Quotas / No Sales Commissions (daily, weekly, monthly incentives)

    Teamwork

  • Have a Positive Attitude

  • Work Well with Peers


Opportunities
Opportunities

  • Get Your Foot in the Door and Prove Your Performance!

  • Work for a Great Company!

    • Compensation

    • Benefits

    • Paid Training & Development

    • Opportunity to Advance

  • Learn Life-long Transferable Customer Service and Other Skills!


  • Career progression
    Career Progression

    Career progression within the B-Repair center dependant upon good attendance, quality, performance, and attitude.

    Join the CenturyLink team as a temporary associate (6 month evaluation)

    - Starting pay $22,080/year ($10.00/hr / no benefits)

    - Full time agent w/ benefits (after 6 months)

    Tier 2 advancement opportunities (Salary Increase)

    - Ability to handle more complex responsibilities

    - Escalation Queue/Agent

    - Ability to handle customer escalations and agent support

    Job Bidding System (Career Path)

    - Ability to bid on internal company positions

    Please note that all employment opportunities/promotions are available on an as needed basis.

    CenturyLink does not guarantee any advancement or promotion.



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