Overview.
Training Incentive Pay is a Genesis Sponsored Incentive Program that offers additional compensation to Team Members for service performance at a rate calculated based on the projected classroom length of the certification process. As you attend classroom instruction, you may notice that your peers are not compensated for their class time. Genesis is the only call center in the Arise Network that offers a training incentive pay program for Agents completing phase II of certification (live calls) and servicing with the company.
Note: Genesis Training Pay Incentive amounts vary by course and are listed in the Client Job Catalog.
Phase Breakdown.
"Phase 1" of the certification process is the e-classroom, instructor-led portion. During this phase, you will log into an online classroom platform during a fixed time to receive live instruction related to client system procedures through the hosting client or other 3rd-party facilitator. Each client course has a different curriculum, requirements, and process. However, they all include Phase 1, which provides about four hours of classroom time for one to eight weeks. Traditionally, certification students do not receive pay during this phase as determined by the hosting client or other 3rd-party facilitator. Genesis Agents can receive additional compensation, pre-calculated based on an estimated amount of time spent in this phase, after phase II of the certification process to ensure compliance with federal tax guidelines. Phase I of certification is independent of Genesis and conducted by the hosting client or 3rd-party facilitator.
"Phase 2" (and sometimes Phase 3) is when Agents transition into taking live calls under the supervision of an instructor. This means that Agents begin applying the information learned during Phase 1 to actual customers, but still receive instructional feedback as needed. During this phase, Agents become qualified to sign a Client Service Agreement and conduct Phase 2 as a Genesis Agent. In addition, Agents begin learning to manage their schedules. It becomes the Agent's responsibility to ensure he or she is scheduling and working the minimum certification requirements. Once Agents take their first live call, they enter a Genesis pay cycle. This occurs independently of the training incentive pay as Agents begin earning pay based on their specific client rate referenced in the Genesis Client Job Catalog.
Eligibility.
To offer training pay incentives while remaining compliant with federal tax laws, Genesis aligns eligibility criteria with the minimum requirements to complete the certification process. Essentially, by working the minimum amount, you will qualify. Genesis intends for all Agents that provide services for the company to be compensated with a training incentive pay. Therefore, Training Incentive Pay is based on an Agent servicing with Genesis and meeting minimum performance standards rather than a method of course completion.
To remain qualified for training incentive pay, Agents must:
Be enrolled in a standard client course as identified in the Genesis Client Job Catalog.
Complete all phases of certification.
Service with Genesis while remaining in "Overall Good Standing."
Procedures and Payment.
The Training Incentive Pay amount ranges from $100 - $800 depending on the course.
In order to receive Certification Pay, Agents must:
Submit a Certification Pay Request Form.
Meet the eligibility criteria.
Remain in Good Standing.
Timing.
The Training Pay Incentive transaction occurs after you have entered a pay cycle, begun earning wages, and started receiving pay invoices. Once you complete all certification phases, Genesis will credit the Training Pay Incentive transaction to the corresponding pay invoice. Since different classes have different lengths (ranging from one to eight weeks), the actual timing for this compensation will vary depending on the course type. Typically, Agents are assessed for Training Incentive Pay after completing four pay cycles in Good Standing.
Policy.
Comments