The certification process for sales trainees has four parts: (1) product knowledge tests with an 85% passing score, (2) live call audits to ensure correct information is provided, (3) evaluation of communication skills and dismissal of trainees with issues impacting call quality, and (4) maintenance of professional behavior with trainees facing dismissal after multiple warnings.

1. Certification Process – Sales Team
Objectives :
This process activity establishes the readiness of the trainees hired for sales process to “go live” and start handling LIVE
counselling calls. It also helps to assess their product & process knowledge and identifying if any further training is required.
Methodology :
1. Product Knowledge Test ;
• Multiple quizzes are part of curriculum on the topics covered during the training
• These quizzes will be conducted through Google forms and trainees will have to attempt all questions within the given time
frame
• Passing criteria is 85% and it is mandatory to achieve passing marks to continue the training program
• In any quiz, if someone scores <85% then the trainee will get another (last) attempt after 24 hours and s/he needs to ensure
to score the passing marks
• In case of not achieving the passing marks even after 2 attempts for any quiz, it will be considered as a “Not Certified” and
this would be treated as an Elimination round
• Trainer to schedule a meeting for such trainees with training manager and to act accordingly
2. Live Call Audit ;
• Quality Auditors will be auditing the regular calls during the OJT phase and trainees must ensure to provide correct
information to the learners
• In case of any Incorrect or Incomplete information, CMM will be implemented
(Instance 1. Documented Feedback, Instance 2. Written Warning, Instance 3. Will be asked to leave)

2. Certification Process – Sales Team
3. Communication Skills ;
• During the training if we observe English communication issues that can impact the call quality or Customer Experience,
trainee will be asked to leave. Trainers/QAs to highlight such issues on Day 1 (EWS activity), during mock calls and live call
sessions.
4. Professional Behaviour ;
• All trainees are expected to maintain the training decorum. In case of any unprofessional behaviour or disciplinary issues,
trainers to take an immediate action ;
(Instance 1. Documented Feedback, Instance 2. Written Warning, Instance 3. Will be asked to leave)

3. Certification Process – Sales Team
Objectives :
This process activity establishes the readiness of the trainees hired for sales process to “go live” and start handling LIVE counselling calls. It also
helps to assess their product & process knowledge and identifying if any further training is required.
Methodology :
1. Product Knowledge Test ;
• Multiple quizzes are part of curriculum on the topics covered during the training
• These quizzes will be conducted through Google forms and trainees will have to attempt all questions within the given time frame
• Passing criteria is 85% and it is mandatory to achieve passing marks to continue the training program
• In any quiz, if someone scores <85% then the trainee will get another (last) attempt after 24 hours and s/he needs to ensure to score the
passing marks
• In case of not achieving the passing marks even after 2 attempts for any quiz, it will be considered as a “Not Certified” and this would be
treated as an Elimination round
• Trainer to schedule a meeting for such trainees with training manager and to act accordingly
2. Live Call Audit ;
• Quality Auditors will be auditing the regular calls during the OJT phase and trainees must ensure to provide correct information to the
learners
• In case of any Incorrect or Incomplete information, CMM will be implemented
(Instance 1. Documented Feedback, Instance 2. Written Warning, Instance 3. Will be asked to leave)
3. Communication Skills ;
• During the training if we observe English communication issues that can impact the call quality or Customer Experience, trainee will be
asked to leave. Trainers/QAs to highlight such issues on Day 1 (EWS activity), during mock calls and live call sessions.
4. Professional Behaviour ;