Retention Program Announcement

Pre-work Schedule

• Dates: 01/18/2021 – 01/22/2021

• Contractor Must complete all pre-work one week prior to first day of certification

Total weeks of Pre-work: 1 week

Certification Schedule

• Dates: 01/25/2021- 03/04/2021

• Times: 3:00 PM – 7:00 PM EST

Virtual Side by Side (VSBS) Schedule

• Dates: 03/05/2021 – 04/02/2021

• Times: 2:00PM EST - 6:00PM EST

Total Certification weeks: 10 weeks

Certification Requirements

• Attendance requirements: GVW’s third party clients require all Independent Contractors (IC) to
complete and pass a certification course for the selected client program. The IC is strongly
encouraged to attend, participate and complete each day of the course certifying that the IC can
meet GVW’s client requirements.
o Absences: If the IC has two absences during the certification, this will result in immediate
removal from the certification and termination of contract.
o In the event a course day is missed, The IC is required to complete all assigned materials
(pre-work, self-paced modules & assessments) and review the Adobe recording for the day
missed prior to the next day of the course. The Adobe recording will be listed in the daily
discussion section of the University portal for the selected certification.
o Assignment Completion: IC is responsible for completing assignments before the
certification start date as well as assignments before and after each class.
Communications: If the IC misses one course day, a communication is required to be
sent directly from the IC to support@greatvirtualworks.com via email to ensure attendance
is tracked accordingly. Failure on the part of the IC to send a communication may result in
immediate removal from the certification.
o Revenue Adjustments: Missing a day/days in the course portion of certification or the
VSBS portion of certification, failure to participate or complete all materials in the course
portion of certification or VSBS portion of certification will result in reduced or no revenue
o IC Termination: In the event the ICs contract is terminated during certification, IC will not
be eligible for revenue.
o Technical Requirements: technical requirements for Contractor’s computer system,
Internet connection, and other equipment that are found on GVW’s website at
https://greatvirtualworks.com/become-an-agent/tech-req/, GVW may update
requirements at any time and from time to time.
Certification Revenue Structure

Cert Week Amount Virtual Certification Requirements

• Must place themselves on available status

• Must attend, participate and complete each day of virtual
certification (5 weeks).
• Must complete all pre and post assignments, self-paced
$3 per modules & assessments with a minimum score of 80%.
Week 1-5
hour • Must complete all pre and post assignments in order to enter
the virtual classroom. In addition, to have access to the next
days’ course pre/post assignments and to enter the next day’s
virtual classroom.
• Must pass mock calls and certification assessments.

Cert Week Amount Virtual Side-by-Side Requirements

• Must place themselves on available status

• Must attend VSBS each day (typically 5 weeks, more if VSBS
$6 per
Week 6-9 is extended due to performance).
hour
• VSBS Revenue is subject to deductions if Independent
Contractor misses a day/days of VSBS, arrives late or leaves
early.

Service Schedule- Hours of Operation

Monday - Friday
9:00 am - 6:00 pm EST

Service Revenue Requirements

• $3.00 per Service Interval (30-minute increments) = ($6 for the hour)
• An incentive program is available for high performance
• If MSA/SOW contract is terminated you are no longer eligible for revenue
• Must service a minimum of 6 hours on Mondays in order to qualify for additional weekly
incentive
• Must service 20 hours or more weekly in order to qualify for additional weekly incentive
Program Requirements

• Answer incoming calls with the goal of retaining a minimum of 50% of the customers that call to
cancel various products
• Use excellent soft skills such as active listening, building rapport, effective probing, empathy, and
exceptional sales skills to retain the customer
• Educate the customer regarding client products to empower the continued use of our products
• Build product value to show the customer how the products will serve their needs
• Navigate several systems, while simultaneously speaking to the customer, verify and update
account information as needed
• Stay current on products, promotions, policies, and procedures
• Handle all of the aspects of the customer interaction to create an excellent customer experience
• Speak clearly and fluently in English and Spanish
• Ability to translate English content to Spanish in conversation
• Ability to write in English using proper grammar and punctuation

Client Expectations upon successful graduation

• The Performance Service Requirement below is an example on the current SOW and is subject
to change