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Business Repair New Agent Position Overview

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

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  1. Business Repair New Agent Position Overview February 27, 2010

  2. Agenda • CenturyLink • B-Repair Team • Position • Expectations • Opportunities • Career Progression

  3. 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

  4. 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)

  5. 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

  6. 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!

  7. 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.

  8. Thank you for your time and consideration of CenturyLink employment opportunities.

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