Welcome New Independent Advanced Sales Agent,
In this document you will find a description of the 4 STEP process you need to complete to certify your business and begin taking calls. After reviewing this document you will be better prepared to begin your exciting journey to becoming an active independent agent with LiveOps. It will take you about 20 minutes to review this document!
The independent agent community is an exciting place to be right now, congratulations on your new business.
If after reviewing this document, you still have questions, simply log in to your LiveOps’ account and send a message to ONBOARDING using PostBox. The ONBOARDING postbox is how you will interact with LiveOps during your first few weeks as a new business owner. ( Click this link for instructions on how to compose a message in postbox https://callcenter.liveops.com/mason/agents/doc/pagehelp/postbox/postbox_agent_create.html
)
Again welcome and good luck,
LiveOps Onboarding Specialist Team
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Daily Launch Pad Sessions!
Want to Jump Start your certification process? For quick answers to your questions attend a Launch Pad
Conference Call. Calls offered day and night!
Check your postbox for invitations for the next day’s calls.
Q&A period at the end of every call
T
HE
411 O
N
Y
OUR
O
PPORTUNITY
What is a Advanced Sales Agent and how do I get paid? Independent Advanced Sales agents take incoming calls for BJ Global, Beachbody and Sales Pro programs. The invoice base rate for Advanced Sales agents is $0.25 per talk minute, whether you make a sale or not. Only in the event of special promotions for certain clients do
Independent agents get per order pay – POP for main offers and upsells. Other per order pay options exist for affinity and club offers that you sell. You will find information about POP’s you are eligible in the weekly edition of the LiveOps “NutShell” in your PostBox! You will have the opportunity to certify for more products and express interest in other LiveOps programs upon completion of your OnBoarding certification.
C
ERTIFICATION
D
EADLINES
If you choose to pursue this program, you have 15 days from the day you receive your agent number to enter and validate your dedicated line, complete your Call Center and Basic program certification and begin taking your first 100 calls. Many Agents complete certification in only 2 days!
4 S
TEPS TO
C
ERTIFY
STEP 1
Enter your dedicated phone line! You are able to certify while waiting on your phone line to be installed! You
cannot use a cordless phone; your headset must have a cord attached from the headset to the phone itself. Wireless internet is not acceptable; you must be directly connected to your modem when taking calls.
STEP 2
Complete your Certification! This includes your Call Center Certification , Extreme
Basic Certification , and Web-Ex. These courses can be found in LiveOps University,
LOU. Information on logging in to LOU and accessing your courses can be found in your PostBox.
STEP 3
Take 100 Calls, each of which is 45 seconds or longer.
STEP 4
Client Metric Performance Analysis
1. After your business has completed 100 calls you will receive an automated message. Maintain minimum gross conversion on 2 out of 3 “certified-for-Extreme” programs and maintain minimum gross conversion on affinity clubs and; Review your call evaluation to determine whether your business meets the program requirements.
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In order to participate in the Independent Advanced Sales program, contractors must maintain minimum gross conversion metrics.
CONTRACTORS NOT MEETING THESE MINIMUM STANDARDS WILL BE REMOVED FROM
THE SALES BUSINESS OPPORTUNITIES*
H
ELPFUL
L
INKS
You may want to bookmark these links or save them to favorites for easy future access!
Callcenter Log in page is: https://callcenter.liveops.com/mason/agents/home.html
LiveOps University is: http://learn.liveops.com/
New Agent Library Link: contains a 15 page pdf file of necessary technical information needed to grow your LiveOps business. http://www.liveops.com/downloads/FAQ/Downloadable_FAQ.pdf
M
ORE
D
ETAILS ON THE
4 S
TEPS
STEP1: Dedicated Phone Line Information
Your dedicated line must include no additional features such as call waiting, call forwarding, voice mail, etc.
The phone line cannot be VOIP or internet based such as Vonage or Magic Jack. You may continue with your
LOU Courses while you are awaiting installation.
ENTER YOUR DEDICATED LINE: Put in your dedicated line number using the following link: https://callcenter.liveops.com/html/changephone.mpl
Your phone line needs to be operational in order to complete this process. Be sure to follow the instructions to call back and verify the number.
STEP 2: Live Ops University
The same day you received this message, you will get 2 postbox messages, with the subject lines:
Welcome to LiveOps University- this is the link to LOU and LOU tutorials
User Account Created- This contains your password for LOU.
ARE MY LESSONS COMPLETE?
You will know your lessons are complete if you click on the *completed* tab in LOU and it says *passed or
completed* by the lesson. If * In Progress* or *Not attempted* appears next to any of the lessons listed below, that means that lesson is not finished.
TROUBLE SHOOTING LOU:
If you retake a lesson and the new score does not update, you need to clear your temp files and history, reboot your computer and retake the lesson. After completing those steps the score will update.
Any other LOU related issues can be addressed by sending a message to the LOU Support Postbox.
LOU COURSES:
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Call Center Certification – 12 lessons
Extreme Basic Certification
Selling Skills 1 and 2
Address Verification Script Function
Web-Ex - This lesson will help you learn how to attend the WebEx Conference calls
STEP 3: Practice Scripts and take calls
One to Three Hours after the steps above have been completed the automated system will begin making changes to your account to give you chat, phone panel and product information page access. You will receive an automated message, Ready to Take Calls. This message provides helpful information and great tips when taking calls.
You will also gain access to the schedule and be free to schedule blocks to take calls on the OnBoarding schedule. Agents who choose to take calls must do so committed on the schedule.
PRACTICE: Want to practice before you get on the phones? Click this link for information on how to use the product page to use practice scripts. The Product Information page is under the Re s ources drop down menu in Callcenter AFTER you get the ready for calls message. https://callcenter.liveops.com/mason/agents/doc/pagehelp/prodinfo/prodinfo_about.html
SCHEDULING: Information can be found under the help drop down menu in the My Schedule User Guide. The new schedule will roll-out on daily for OnBoarding at 9am EST. Any commit on the schedule that is green is an available commit.
http://www.liveops.com/downloads/5293/My_Schedule_Walkthrough.swf
LOGGING IN: Click launch chat, the phone panel populates, click open chat window inside the tools tab of the phone panel to populate the chat window. If your phone panel will not load please click the New Agent Library link above for information on making sure you have the java program on your PC.
CHAT ROOM ACCESS: You will have access to the general room and Shared SVS room. The General room is for general chat, and the Shared SVS room is for all call questions.
VOLUNTARY CONFERENCE CALLS and Voluntary Sessions: Conference calls are always voluntary and never
required for your certification to be complete. You will receive postbox information regarding Onboarding
Conference calls available for your business. You may also see Voluntary Sessions available in LiveOps
University and on the Callcenter Conference Call page found under the Resources drop down menu in
Callcenter. When a session in LOU says you are not eligible it just means that conference call is not available to sign up for at this time.
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S TEP 4: Client Metric Performance Analysis
Independent Agents will receive an automated PB Message with the objective results of their first 100 calls.
Independent Agents who did not meet client metrics on 2 of 3 programs will be offered the opportunity to take calls in the general line group with a per-minute rate of $.25cents. Independent Agents who meet client metrics will be qualified to be enrolled in Advanced Certification in LOU for Product Partners or Sales Pro with detailed information on fees paid for the specific line group.
Agents who qualify for and opt into an Independent Advanced Sales program will also have the opportunity to take calls on the General line after the advanced course is completed.
TRANSITION: After completing steps 1 through 4 you will be transferred to the Agent Services team. Your home business will have access to voluntary conference calls and the ability to schedule a one on one development session (s).
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