Empowr: сентября 2016

вторник, 27 сентября 2016 г.

Coaching

What Is A Success Coach?

What is a Success Coach and what do they do?

Success Coaches help other citizens learn how to succeed on empowr. Through helping others earn, Success Coaches help empowr achieve its mission – improving lives around the world.

How do you become a Success Coach?

To become a Success Coach, you need to first achieve success yourself, as well as demonstrate that you have thorough knowledge of the empowr platform.

Once you have reached the Orange Star Power Level, you’ll become eligible to take the Success Coach exam. By successfully completing the exam, you will officially become a Success Coach and will begin receiving clients to teach.

What are the responsibilities of a Success Coach?

Answer client questions: Answer all questions within 24 hours, with the goal of answering them in 9 hours or less.

Assist clients with strategizing how they can maximize their earning potential: empowr gives its citizens a lot of choices; specifically when it comes to paying fees and reaching power levels. It’s important that your client fully understand their goals, and how to achieve them.

Moderate and approve ads and marketplace listings: Marketplace listings and ads should be moderated within 24 hours

Stay updated: Read the SC Blog and the Presidential Blog to stay informed of any site updates or new features. Use the Learning Center as a resource to find answers.

Be available: Coaches commit to being online every day (unless they're on vacation) to help other citizens succeed

Be positive: Coaches must lead by example, and remain positive community citizens, and adhere to the Terms and Services.

Success Coach Client Center

The Success Coach Client Center is the primary tool that helps Success Coaches manage their responsibilities.

To access your Success Coach Client Center, click on “Coach” from the left navigation bar.

From the Success Coach Client Center you can message clients, moderate ads, adjust settings, schedule vacation, and create support tickets.

Client Messages

Within your inbox and Success Coach Client Center you can view and respond to all of your client messages.

Just click on your unread messages with the client to read and respond.

These messages can also be accessed from your inbox.

In your responses to clients, you should always answer their questions to the best of your ability, and offer guidance on what they need to do to succeed. In doing so, you are building trust with your clients and providing RACE (Radically Awesome Customer Experience).

Use the Learning Center, the SC Blog and your Success Coach to answer questions.

A client may have concerns regarding paying their ad platform fee. If this happens, do the following:

Listen to their concerns, so that you can help them to choose a direction that’s most beneficial to their situation

Show them the different ad platform fee options available. Citizens may change their payment option at any time.

Advise them to keep working and to try and sell more products and services so that they can pay their fee with their profits.

If a citizen who is not your client asks you a question, you should do your best to help them.

Auditing Messages

In order to provide Radically Awesome Customer Experience (RACE), your messages are monitored by your supervisor, your Head Coach, the president, and the auditing team on a daily basis - you qualify for monthly bonuses based on how well your Communication Quality is.

If you receive feedback from an audited message, you should take action within 24 hours of receiving that feedback – usually the feedback will be for you to write back to your client with better information. Viewing the audits objectively and incorporating the suggested feedback will help you to succeed and improve as a Coach.

How are messages monitored?

The “coach communication area" is located at the top of your messages and allows coaches and auditors to provide feedback. All coaches in the conversation are listed at the top.

The coach communication area is NOT where you should report issues on behalf of your client; you should message your coach directly to report these issues.

Respond to all client messages, even if clients have created multiple threads. If you have answered a question previously in another message, simply link the URL from the original message and paste in your response in case they do not click on the link. All past communications between you and your client are located above the coach communication area. Copy the link to the thread where you responded to your client and paste it in the coach communication area.

How do you know if you’ve received feedback from an audited message?

Every audited message that has feedback in it will be copied to you in your inbox, as well as to the coach that you report to.

Audited messages will have an “SC Audit” on the right side of the message details. When you click on the message, you’ll be able to see feedback in the Coach Communication Area at the very top of the message.

The color coded system helps clients understand whether it is positive feedback or if corrective action is needed.

Green = Auditor says your answer was 'Outstanding'
Blue = Auditor gives a suggestion as to how to improve your answer
Yellow = Auditor determines your answer 'Needs Improvement'

This is an example of a message that “Needs Improvement” – red writing is on the top of the message indicates the Success Coach needs to take action.

Viewing Client Balances

Clients are able to rate their Success Coaches and give their Success Coach the authority to view their balance. Sharing their balance helps the Success Coach answer balance related questions more easily, without allowing access to any personal information.

Support Tickets

The Support Tickets tab is for Success Coaches to report issues to empowr customer support if the Success Coach cannot resolve it on their own. Success Coaches can ask their Team Leader if they cannot decide if the issue warrants a Support Ticket to the empowr team.

Providing empowr with the full information on the issue helps to resolve the concern as quickly as possible. When submitting a ticket, provide the “Who, What, Where and When” for the issue:

Who all is involved? Provide profile URLs

What happened? Provide screenshots or messages

Where is the client? Where on the site is the issue occurring? Did you provide a link?

When is it occurring? How many times did it happen?

Success Coach Earnings

Base Compensation

The Success Coaches’ earnings (Base Compensation) is a percentage of their clients’ profits. These earnings do not take away from client earnings. The percentage is based on how long the client has been an empowr citizen. Success Coaches will earn whether or not clients pay their ad platform fees, but their profits are severely limited when it is not paid on time. Success Coaches earn:

10% of clients’ profits for first 6 months they are on empowr

3% of clients’ profits for months 7-12

1.5% of clients’ profits for months 12-24

0.75% after 24 months as long they remain your clients

When your clients earn ad credit limit increases you are compensated for your Coaching in ad credit limit increases as well.

Bonuses

Success Coaches can earn bonuses on top of their Base Compensation - which is generally much larger depending on your ranking compared to other Success Coaches.

To quality for any bonus, Success Coaches must first rank in the top 75% of Communication Quality. Communication Quality is calculated based on how many “Needs Improvements” you receive in proportion to how many messages you answer.

Success Coaches should focus on giving your clients the best and most appropriate responses to their questions in order to raise their Communication Quality score.

If you are in the top 75% of Communication Quality, you are eligible to receive the Client Success Bonus, Client Happiness Bonus, and the Fast Responder Bonus. You must rank in top percentage for any of these ratings to receive the bonus.

Client Success Bonus

The Client Success Bonus is based on how often your clients are hitting their Daily Goal (hitting their goals for posting, sharing, listing and bidding in the same day).

Each of your clients has the opportunity to hit their Daily Goal once per day. Client Success Rate is calculated by adding all the times your clients hit their Daily Goal and then dividing by the total amount of opportunities (days) they had to hit their Daily Goal..

Client Happiness

Client Happiness is based on how well your clients rate the platform in their monthly surveys. Clients can rate the site from 0 to 10. A rating of 9 or 10 will increase your overall Client Happiness Rating average, and a response of 0 through 6 will lower your average. Votes of 7 and 8 may also bring your rate down, because they act as neutrals.

Fast Responder Bonus

This bonus is based on how quickly you respond on average to client messages. Success Coaches are required to answer all messages within 24 hours, but it is preferred that Success Coaches respond much quicker.

Bonus Compensation

Again, you must be in the top 75% of Communication Quality to be considered for any of these bonuses. Additionally, to qualify for the Fast Responder Bonus, Success Coaches must be in the top 50% of fastest responders for the month.

For Client Success, Client Happiness, and Fast Responder compensation is a multiplier on their Base Compensation, and is split into 3 segments:

The bottom 1/3 of eligible coaches will earn a bonus

The middle 1/3 of eligible coaches will receive an even larger bonus

The top 1/3 of eligible coaches will receive the largest bonus

New Clients

New citizens are weighted 10 times more than an experienced citizen when your Client Happiness and Client Success rates are calculated.

That means that you should give new clients excellent attention and service to increase your chances of ranking in the top 1/3rd and receiving larger bonuses.

Marketplace Moderation Bonus

Once you have been trained on how to moderate marketplace listings appropriately, you may have the opportunity to receive the marketplace moderation bonus. The marketplace moderation bonus is calculated based on how accurate you are at approving/rejecting marketplace listings submitted by other empowr citizens.

Your moderation score is based on taking the number of listings you have approved (which are later rejected)and dividing by the number of listings you have moderated in total. Listing can be rejected by other moderators, or from empowr customer service after empowr citizens have reported the listing as being inappropriate so you need to make sure you are only approving listings that follow the marketplace listing guidelines.