Code: GVWINTCSR12 Customer Service

Retention Opportunity
Announcement

Certification Schedule
06/19/2017 -07/7/2017
Monday – Friday
07:00 AM – 11:00 AM EST
Business Equipment Needed
 Windows 7, 8, or 10
Customer Service/Retention
 VOIP Headset Program Expectations
Test and Exams = 85%
Not Supported
 MAC/OS/Netbooks/Notebooks Minimum to Pass
 And Windows XP Complete Virtual Side By Side
(VSBS) (netting a minimum of
25 calls) with a 52%
Cost of Customer Service/Retention Course conversion rate
 FREE
Type of Service Function
Introductory WAIVER of Fee through EOY Customer Service/Retention

Registering in an opportunity as an Independent Business Owner

(IBO) or an Independent Contractor does not guarantee that you
will pass the curriculum. If an IBO or Contractor does not meet the
Service Revenue
specified certification requirements or fails to meet essential
$4.00 per Service Interval (30-minute increments)
function and guideline requirements, the IBO or Contractor will not 15-Hour SOW Requirement
qualify to provide services and it could result in total loss of the IBO (3 hours must be serviced on Monday)
or Contractors’ time and certification investment. Service Hours are Mon. – Sat. 9AM – 6:00PM EST
*Yearly Opportunity*
This business opportunity is designed to handle Inbound Customer Service Retention calls generated from
media campaigns from our client. It is a perfect fit for those entrepreneurial individuals looking to establish
their own schedule and maintain flexibility in their daily activities.

Please note that the Opportunity Announcement is intended as a summary of the Business Opportunity.
It is not a legal document, nor is it intended to be a comprehensive review of all the terms set forth in the
Master Service Agreement (MSA) and Statement of Work (SOW). You should thoroughly review each
SOW (which is a legal document) prior to signing it. In the event of a conflict between terms in the
Opportunity Announcement and the SOW, the terms in the SOW will control the parties’ partnership.

I. Necessary Functions
The IBO or Contractor will service incoming calls:
 Answer incoming calls with the goal of saving 52% of the customers that call to cancel various Great
HealthWorks products
 Must net a minimum of 25 calls
 Manage current customer accounts
 Build rapport and nurture the customer while providing extraordinary customer satisfaction
 Navigate between numerous windows to capture data
 Use effective listening skills to gather and document necessary information for the customer quickly
and accurately
 Stay current on products, promotions and procedures
 Handle all aspects of the customer interaction in a professional manner
 Summarize Customer Service information and utilize retention tools to retain existing customers

II. Must successfully meet the following criteria:

 Successful completion of a forty (40) day, instructor led and self-paced on-line interactive
certification program
 Excellent communication skills (verbally, written and typed)
 Exceptional listening and relationship building skills
 Proven retention and sales experience including ability to overcome objections
 Ability to support and address the customer’s needs during the first contact to Customer Service
 Ability to calculate basic mathematical transactions
 Ability to multi-task while viewing multiple screens, entering data and speaking with the customer
 Maintain a quiet, secure home office free from distractions and equipped with: computer with
Windows 7 or 8, modem, high speed internet access, printer and shredder

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 III. Program Specifics

Great VirtualWorks reserves the right, at its sole discretion, prior to contracting to revise the requirements,
service revenue and performance service level metrics.

A. Performance/Service Level Metrics:

1. Average Talk Time – 540 seconds
2. Quality Assurance – 85%
3. Show Up % – 90%
4. Ring No Answer - < 3%
5. Real Saves – 30%
6. Validations – 95%
7. Retention Rate – 52%
8. Not Ready – < 3%

B. Business Service Revenue:

 Revenue Rate: $4.00

a. Service Intervals are 30 minute increments

 Virtual Side by Side (VSBS): Revenue is dispersed to those IBO’s and Contractor’s that are
logged in and available to handle a call
a. This time excludes all “AUX” or “Not Ready” status time

C. Service Hours

 Monday – Saturday 9:00AM-6:00PM EST

 15-Hour SOW Weekly Requirement; 3 of the 15 hours must be serviced on Monday

IV. Customer Service Retention Course Details:

A. Customer Service Retention Curriculum Schedule:

 Virtual Web Sessions: Monday-Friday

 Length of Course: 40 days (40 day online webinar with 19 days of the 40 days including, 2:15
hours of virtual side by side per day)
 Course Times: 07:00AM – 11:00AM EST
 Self-Paced Hours: 30

B. Course Guidelines:
Certification in this program for the IBO and Contractor will require the following:

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 1. Completion of a Product Knowledge; CASE; Back Office; and Orange exam with a minimum
passing score of 85% overall.
2. Completion of all previous exams; validations and final exam with a minimum passing score
of 85% overall to move to VSBS.
3. Must successfully pass 19 days of taking LIVE calls and meeting performance requirements
in a VSBS environment.
a. Must be at a 52% conversion rate by the end of the week in order to graduate the
VSBS.

C. Customer Service Course Attendance:

No course absences will be permitted during the entire length of the curriculum (including VSBS). If
the IBO or Contractor misses a day of the Customer Service Retention course, they will be required
to take the entire course again in order to obtain a program certification.

If the IBO or Contractor is more than 10 minutes late to a scheduled Customer Service Retention
course meeting they will be marked as late. Being late twice will equal one (1) absence and the IBO
or Contractor shall be rejected from the Customer Service Retention course. The tardy IBO or
Contractor may re-take the entire Customer Service Retention course again in order to obtain
certification.

D. Misrepresentation Rules:

There is an expectation that the IBO or Contractor signed up in the Customer Service Retention
course will attend as scheduled, perform their own work on all requirements and take all test and
exams with integrity. Great VirtualWorks has a "zero tolerance" policy for misrepresentation which
includes: (1) someone other than the IBO or Contractor attending a Customer Service Retention
Course on behalf of the IBO or Contractor (2) use customer information for any purpose unrelated
to Customer Service Retention (3) issuing in any manner, whether written or oral, course work,
assignments, exam questions or answers, or (4) the submission of exams that is not the work of the
IBO or Contractor that registered for the course. The decision as to whether an IBO or Contractor
has participated in misrepresentation is at the discretion of Great VirtualWorks. Upon a
determination of misrepresentation, Great VirtualWorks shall immediately reject the IBO or
Contractor from the course and terminate any and all SOWs assigned to the IBO or Contractor under
all Great VirtualWorks programs. Any IBO or Contractor participating in misrepresentation will be
removed from the Great VirtualWorks network.

Please note that the Opportunity Announcementis intended as a summary of the Business Opportunity.
It is not a legal document, nor is it intended to be a comprehensive review of all the terms set forth in the
Master Service Agreement and Statement of Work.