Agero | Roadside Assistance

Opportunity at a Glance Service Type: Customer Service

Contents Please refer to your IBO for

complete details

Opportunity at a
Glance

Client Overview Course Duration

Class Times Offered
Phase I
7/9/2019 – 7/30/2019
Monday – Friday
What to Expect
Phase II
8:00 AM -11:00 AM ET
Earn while you learn!
OR
7/31/2019 – 8/6/2019
Certification 9:00 AM – 12:00 PM ET
Course Details OR
Phase III
6:00 PM -9:00 PM ET
Certification SOW
8/7/2019 – 9/14/2019
Enrollment
Prerequisites
Suggested 30 interval Weekend Requirements
(15 hour) SOW 10 intervals (5 hours) required
on a Saturday or Sunday, or a
Service Level
Intervals Available* combination of both
Requirements
365 Days a year
7 days a week *Subject to change based on
24 hours a day client needs.
Additional
Information

Equipment Must Meet Platform Standards

Click Here for System & Equipment Policy

 Agero | Roadside Assistance

Client Overview Service Type: Customer Service

Agero provides emergency roadside assistance to customers that have emergency roadside benefits as part
of their automotive insurance policy or their new vehicle owner’s package.11 out of 15 top insurance carriers
support their customers through Agero, and 75% of new passenger vehicles sold in the U.S. use Agero to
provide their customers with roadside assistance.

Learn more at https://www.Agero.com

What to Expect Service Type: Customer Service

• 24/7 service of inbound calls for roadside assistance
Serviceand other Customer
Type: service requests from client’s customers and/or client
Service
account representatives for assistance with items such as:
– a vehicle that won’t start
– flat tire(s)
– keys locked inside a car
– vehicle out of gas
– vehicle in an accident
• Place outbound calls to list of client’s service providers to secure appropriate towing assistance to resolve the
customer’s needs
• Possible outbound calls to client, client’s customers and/or client account representatives for status and clarification
purposes.
• Transfer inbound calls or outbound calls to other client-designated internal support departments or client account
representatives
• Outbound coordination to client’s service providers & possible follow up calls for clarification and/or additional calls for
secondary services
• Probe to identify the need of the customer based on vehicle inoperable situation
• Identify the customer’s location using Google Maps and other client tools
• Provide policy coverage details based on the specific client program
• Secure a Service Provider to assist the customer, based on the parameters of the policy’s program
• Provide status updates to customers calling after the initial request for assistance was processed

Keys to Success:
• This is a best fit Opportunity a call center wanting to service from 8:00 AM – Noon EST and/or 4:00 PM -8:00 PM EST
as 50% of intervals offered fall in these drive time windows
• A working knowledge of google maps and other mapping resources.
 Agero | Roadside Assistance

Certification Course Details Service Type: Customer Service

Class
Times
Offered
Monday - Friday Phase I Phase II Phase III
Instructor Led eLearning Earn While You Learn! Earn While You Learn!
& Self-Paced Work Instructor Led Learning & Certification SOW
8:00 AM – 11:00 AM ET Classroom Call Taking –
7/9/2019 – 7/30/2019
OR 8/7/2019 – 9/14/2019
This course provides you 7/31/2019 – 8/6/2019
9:00 AM – 12:00 PM ET with:
This course is:
Course registrants will learn
1 day – 7/31
OR about the client, how to
• 2 hours per day live call taking in
successfully map and locate
6:00 PM – 9:00 PM ET class
customers and how to
• 1 hour learner feedback
navigate the system.
1 day – 8/1
This course is: • 2 hours per day live call taking in
100% attendance in class
instructor lead • IN-DEPTH: Requires
• 1 hour learner feedback
sessions is highly strong attention to
1 day – 8/2
encouraged for detail, lengthy periods
• 30 minute CST Meeting
success! of intense
• 2 hours per day live call taking in
concentration, and a
Read complete course class
great deal of learner
policies here • 30 minute learner feedback
involvement and class
1 day – 8/5
participation
• 2 hours per day live call taking in
• Phase 1 is 24 days
class
• 4 hours of instructor-led
• 1 hour learner feedback
classroom
1 day –8/6
• 2 hours of Self-paced
• 3 hours per day live call taking in
work
class PLEASE NOTE – FOR
Certification Completion Criteria SECURITY PURPOSES
• Complete pre-course work prior to day 1 of class (if applicable) LEARNERS MUST ATTEND THE
• Successfully pass live certification call-taking days (if applicable) FIRST THREE DAYS OF CLASS
• 100% completion of daily self-paced work TO CONFIRM LOGIN CODES,
• 80% or greater on assessments, mid-term and final assessments
• Participate in all call taking days as indicated above Codes will be deactivated for learners
who do not attend the first three days,
• Achieve an 85%+ QA Score on scored live certification calls
and they will be removed from class.
• Success Strategies for Certification Please ensure your agents attend.
• Success Strategies for Production Failure to take and/or complete any
• Complete the Affidavit of Identification assessment may result in a drop from
the course without reimbursement.
 Agero | Roadside Assistance

Enrollment Prerequisites Service Type: Customer Service

THIS OPPORTUNITY REQUIRES A BACKGROUND CHECK

AND AFFIDAVIT OF IDENTIFICATION

Step One: A background check will be prompted once you start the enrollment process if you
have never enrolled in a client program through the Arise Platform before, or if you haven’t
had one in the past six months.

IMPORTANT INFORMATION REGARDING BACKGROUND CHECKS

• The background must be successfully completed within three business days. If this is not done,
the learner will not be able to gain access to client systems
Please note if you have frozen your credit, you will have to temporarily lift the credit freeze with
Experian. You do not need to lift the freeze at the other credit bureaus. Please lift the freeze for a
minimum of 10 days. You will need to wait at least24 hours before attempting the background check.

If you have recently changed your name, it may delay or disrupt the background check. Please make
sure that full and correct legal name is included in your profile and provided in the background check
step. Also, please ensure the Experian is aware of your name change.

Arise uses First Advantage to compete the background checks. Under certain circumstances, First
Advantage may reach out to you to clarify your information. Your prompt response to First Advantage
will accelerate the process of completing your background check and enrollment.

Step Two: Notarized Affidavit of ID

A completed, notarized affidavit of identification with photo ID must be on file.

• This step can be skipped If you have already submitted a valid Affidavit of ID on a previous
opportunity
• Click on the link to access the Affidavit of Identification: Affidavit of Identification
• Once completed, submit this form to [email protected]
o Please make sure to include User ID/CSP ID in the subject line, along with the name of the
client program you are enrolling in.

Please note:
• Arise will not process system access codes, required to attend the certification course, until ALL
enrollment pre-requisites have been successfully completed and provided to Arise.
• If the learner is removed or dropped from the opportunity for failure to complete all steps listed
above, no refunds will be provided.
 Agero | Roadside Assistance

Service Level Requirements Service Type: Customer Service

Service level requirements vary and are subject to change

Failure to meet one or more of the service level requirements may result in termination of the SOW.
The service level requirements may be modified from time to time upon commercially reasonable
notice to the business.

Service Level Requirements Metrics Definition

% of intervals serviced compared to the

intervals scheduled and committed to service.
Commitment ≥ 90%
Commitment Adherence is calculated as
Adherence
Serviced Minutes/(posted Minutes + Released
Lockdown Minutes)] x 100

CSI Top Box are survey responses from

≥ 87%
CSI Top Box Agero’s customers indicating Excellent level of
service provided.

Average Handle Time > 300 – 700 seconds

Talk time + Hold Time+ After call work
(AHT)

Quality Assurance Critical Score are the

Quality Assurance ≥ 85% elements of Agero’s Quality program specific to
Critical Score the customer’s experience and compliance to
Agero’s processes and procedures.

Not On Call (NOC) is time spent in After Call

Work or Auxiliary phone statuses in Avaya. Not
AVAYA Not on Call On Call Time is a component of overall Average
≤ 70 seconds
Time Handle Time, and should be kept to a
minimum, in order to help your company
achieve the Average Handle Time goal
 Agero | Roadside Assistance

Additional Information Service Type: Customer Service

Log-in codes are confidential, user A company DOES NOT QUALIFY to

specific and will only be generated participate in this program if any of
for confirmed course attendees the following applies to the company
or their agent enrolling in the
• To confirm a company’s intent to attend, opportunity:
Arise may be contacting the call center
owner or their agent registered to attend • Currently enrolled in any Agero program
the certification course a minimum of 10
business days prior to the start of class.
• Currently servicing Agero through any other
vendor or Arise application, or servicing
• Failure to confirm your company’s intent through any other Emergency Roadside
to attend will result in a delay of codes Service Program
and may result in either removal from the
course or placement into an alternate • Contact information for the call center’s
course. Please make every effort to owner and their agent(s) must be up-to-date
provide a timely response. to be eligible for this opportunity. If Arise is
unable to contact the call center owner or
• Commitment Adherence is critical to this any of the call center’s agents, they will be
program. Companies are responsible for dropped from this opportunity without
ensuring that their agents service all further notice.
intervals that have been accepted in
StarMatic®.

See Sample Statement of Work

All call centers must ensure

that their agents have a
professional
Systems work environment,
& Equipment
free from any background noise,
when in class and when
servicing.

DISCLAIMER

This Opportunity Announcement (OA) is intended as a summary of the applicable business opportunity. It is not a
legal document, nor a comprehensive review of all terms included in the applicable Statement of Work (SOW).
You should thoroughly review each SOW prior to executing it. In the event of a conflict between the OA and the
SOW, the terms of the SOW will take precedence. Arise recommends a thorough review of all policies prior to
enrolling in the certification course.