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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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Presentation Transcript
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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