Welcome to King Tax Solutions LLC
Dear Agent,
Welcome to the KTS Call Center team! This guide outlines your responsibilities, expectations, and requirements while servicing programs through the Arise StarMatic® platform. Please review all sections carefully to ensure full compliance and program success.
1. Service Intervals & Scheduling
- Work is scheduled in 30-minute intervals (Service Intervals).
- You select your own intervals (“Selected Intervals”) in the Arise system at your discretion.
- Intervals are available on a first come, first served basis based on client needs.
- You may only work during your Selected Intervals unless approved otherwise.
- Arise may remove intervals if call volume decreases; you will be notified promptly.
- If you do not work for 2 consecutive weeks and do not schedule upcoming intervals, system access may be suspended.
2. Minimum Weekly Requirements
- Work at least 20 intervals per week (10 hours).
- Include 4 intervals on Monday.
- Week runs from Sunday to Saturday.
- If fewer intervals are available, complete all intervals provided; remaining obligations are waived.
3. Performance & Certification Requirements
To maintain certification, you must meet the following metrics:
| Metric | Requirement |
|---|---|
| Commitment Adherence (CA) | 90% |
| Average Handle Time (AHT) | ≤ 650 seconds |
| Client Escalations | ≤ 2 per month |
| First Call Resolution | ≥ 85% |
| Quality Score | ≥ 90% |
If failure is due to client, Arise, or third-party issues, requirements may be waived for the impacted time.
Orientation & Training
- Attend weekly orientation sessions.
- Complete all required learning modules (classroom or self-paced).
- Failure to complete training on time may result in suspension or failure to certify.
4. Revenue & Compensation
- Production Pay (After Certification): $12.00 per hour / $6.00 per 30-minute interval.
- Certification Pay: $6.64 per hour / $2.82 per 30-minute interval.
- Pay applies only to your Selected Intervals unless approved by Arise or client.
- Available Time includes being logged in and ready to take calls, emails, or chats.
- Support Time: Up to 30 minutes per invoice period for technical or program support, paid at the same interval rate.
- AUX Breaks: After 8 consecutive intervals, you may take a 10-minute paid break.
- Intervals exceeding 80 per week are paid at 150% of the rate (Service Revenue Premium).
- Revenue Floor: Payment will not fall below federal minimum wage for time spent servicing client programs, including training and AUX as allowed.
- Do not double-dip: The same interval cannot generate multiple revenue types.
5. Review Meetings
- Participate in periodic account review meetings with Arise and/or the client.
- If performance issues arise, submit an improvement plan with timelines, actions, and tracking details.
6. Termination
This Certification SOW ends on May 31, 2026. Compliance with all the above ensures continued program participation until that date.