Intuit Product Support Opportunity Announcement

Transcription

1 Page 2 : Page 3 : Page 4 : Page 5 : Page 6-7 : Page 8-9: Page 10: Page 11: Page 12 +: Opportunity at a Glance Video Chat Pack Certification Incentive Client Overview What to Expect Servicing Information Certification Course Details Program Equipment Requirements Service Metrics & Requirements Intuit Product Support Opportunity Announcement 1

2 Fast Track Opportunity at-a-glance Intuit Turbo Tax Product Phone and Video Support More hours of learning per day faster time to complete certification! Customer Service Phone / One Way Video Tech Support Service Revenue Service Intervals Equipment At-a-Glance FAST TRACK! Certification Overview The greater of $0.20 per talk min rate, plus STAR incentives or $4.75 per service interval (30 minute intervals) Top Performing Companies Can Earn More Average service revenue during peak is $6.75 Average 30 interval (15 hour) SOW 8 intervals (4 hours) required on Saturday or Sunday or a combination of both 6 intervals (3 hours) needed on Mondays to handle high Monday volume) Intervals Available through December Monday through Friday 8 am 8pm EST Intervals Available 1/3/17 4/21/17 Sunday through Saturday 8am 12 Midnight EST Windows 7, Windows 8 and Windows 10 A second monitor is found to be beneficial for this program POTS telephone line Not Supported: Windows XP Windows Vista Windows 2000 MAC OS Course Cost - $19.99 Fast Track Certification Duration 11/11/ /28/2016 (No Classes on 11/24 and 11/25) Class Times Offered 9:00 AM 3:00 PM EST Certification Completion Criteria Complete and pass a pre-enrollment assessment Pass all quizzes and exams with a score of 90% or higher Provide a notarized Affidavit of Identification with Photo ID Additional Information This Opportunity Announcement (OA) is 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). Each SOW should be thoroughly reviewed prior to its execution. In the event of a conflict between the OA and the SOW, the terms of the SOW will govern. Arise recommends a thorough review of all policies prior to enrolling in the certification course. 2

3 Free SmartLook Video Chat Pack Sign-up Today and Receive a SmartLook Video Chat Pack Sent Direct to Your Doorstep! For the minimal investment of the certification course fee, you ll get a SmartLook Video Chat Pack worth almost $100! The SmartLook SmartPack includes: A business class web cam A web around background to attach behind your chair A white program polo shirt This $100 value is delivered FREE upon successful completion of the certification course. That s right, nearly $100 worth of cutting edge, video support tools and equipment! Wow! Now that s a return on the investment! 3

4 Certification Incentive $350 Incentive 1 st Peak - $150 paid out on Feb 22 nd if following criteria is met: Weekly CA (Commitment Adherence) 90% between January 1 st February 15th Service 40 intervals per week between January 22nd and February 11 th Service peak day and weekend requirements as outlined in this Opportunity Announcement (OA) 2 nd Peak - $200 paid out on April 22 nd if following criteria is met: Weekly CA 90% between Feb 15th April 30th Service 40 intervals per week between March 26th April 15th Service peak day and weekends as outlined in the OA Includes servicing on April 17th 4

5 Client Overview Intuit Inc. is an American enterprise software company that develops financial and tax preparation software and related services for small businesses, accountants and individuals. TurboTax is an American tax preparation software package and is one of the most popular income tax preparation software packages in the United States. The software is designed to guide users through their tax returns step-by-step. 5

6 What to Expect Below is a partial scope of services your company can expect on the Intuit product support program: Interact with Turbo Tax customers via phone, focusing on tax related questions, data entry and navigation. Research, analyze and determine an appropriate course of action for TurboTax customers. Be a positive representative for Intuit and the Turbo Tax product; take a caring and empathetic approach to customer interactions. Articulate how to use the TurboTax product accurately and efficiently resolve customer inquiries on the first contact. Provide quality customer service while demonstrating the ability to effectively troubleshoot and resolve advanced technical inquires. Act as a technical resource when assisting customers to resolve problems with devices and equipment. Provide support via phone and/or SmartLook one-way video and screen share technology. 6

7 More about SmartLook Introducing cutting edge video technology to assist customers in a more efficient way How can your company get on the leading edge of customer support? Two words: Video Talk. What s so great about SmartLook? It allows call center companies and their agents to easily and quickly see customer s TurboTax Online screens through screen sharing via the Intuit system. Customer calls are quicker, more efficient and effective Improves Net Promoter Scores (a key metric under SOW) Super easy-to-use! The customer can opt into a video call on the Intuit website, or the call center agent can initiate SmartLook and the video screen share window will be activated. Customers can see the agent in a small box on the side. Agents are not be able to see customers. 7

8 Servicing Information The program runs parallel with tax season with enormous service opportunity from January April.

9 Service Details and Qualifications A company DOES NOT QUALIFY to participate in this program if any of the following applies to the company its owner or designated agent participating in the opportunity: Was designated agent servicing one or more SOWs who were terminated for cause. Dropped from enrolled status in a program opportunity less than 4 weeks before expressing interest in this program opportunity. Currently enrolled or contracted in any Intuit program. Before proceeding, check this list of qualifiers to make sure the following applies: The following criteria must be met to be considered for this opportunity: Excellent technical and customer service skills passion for providing the BEST customer experience. Must have extensive experience with Windows OS, web browsing, , and various software applications. Provide quality customer service while demonstrating the ability to effectively troubleshoot and resolve advanced technical inquires. Must be able to efficiently navigate through menus & options on desktop devices while describing those actions verbally to customer. Excellent written and verbal communication skills and excellent phone etiquette (Clear crisp speech). Requires strong active listening skills to accurately paraphrase a customer conversation. Ability to begin servicing the program immediately after the call center owner or its agent certifies for a period of 90 days thereafter and meet the minimum service interval requirement. 9

10 Certification Course Details Certification Duration 11/11/16 11/28/2016 Learners will need to complete and successfully pass a preenrollment Successful completion of the Intuit Turbo Tax self-paced course, assignments, module quizzes and exams Pass all exams and quizzes with a score of 90% or higher Provide a completed notarized affidavit of identification with photo ID Classes Are Held Monday thru Friday (No class 11/24 & 11/25) Class Time Available 9:00 AM 3:00 PM EST Pre - course work To be completed before the first day of class. Self-paced content is also provided for completion in between class sessions. 10

11 Program Equipment Requirements PC with Windows 7, Windows 8 and Windows 10 1GHz dual core processor or better 4 GB of RAM of better Stable high - speed Internet connection with minimum of 3 mbps download speed and 2.0 mbps upload speed. Faster speeds are highly recommended. Noise cancelling headset A hard phone (POTS) is required. This is a physical, hard-wired desk phone that connects to your telephone service and has a handset or headset connected to it. A soft phone is telephone-like software that runs on your computer. It requires the use of a computer s speakers and microphone OR a headset connected to your computer. Softphones are NOT permitted for servicing as they do not provide the necessary voice quality. A second monitor is found to be beneficial for this program Additional requirements may be found in the Arise Workstation Requirements Not Supported: Windows XP, Windows Vista, Windows 2000 and MAC OS 11

12 Metrics: Service Level Requirements Service level requirements vary. Final service level requirements will be provided in the SOW. Service Level Requirements* Net Promoter Score 50% Transfer Rate >10% Commitment Adherence 95% Failure of the business owner/agent to meet one or more of the service level requirements is a breach of the contractual requirements of the SOW and may result in immediate termination of the SOW by Arise. In addition, the certification will be subject to revocation. The service level requirements may be modified from time to time upon commercially reasonable notice to the business. * Subject to change. 12

13 Metrics: STAR Performance** STAR Performance for the Intuit Product Support program is simple! Performance Requirements Metrics One Star Two Stars Three Stars Documentation Rate Service Intervals Contact Resolution > 93 13

14 Log-in codes are confidential, user specific and will only be generated for confirmed course attendees To confirm a company s intent to attend, Arise will be contacting the named call center owner or their agent registered to attend the certification course a minimum of 10 business days prior to the start of class. Failure to confirm your company s intent to attend will result in a delay of codes and may result in either removal from the course or placement into an alternate course. Please make every effort to provide a timely response. Commitment Adherence is critical to this program. Companies are responsible for ensuring that their agents service all intervals that have been accepted in StarMatic. See Sample Statement of Work 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. Click HERE to view policies. 14