# User Tiers

## Campaign Tiers and User Tiers <a href="#h_c64f9e6db4" id="h_c64f9e6db4"></a>

There are a variety of different campaigns (B2B, B2C, industry, product, technical complexity, difficulty, skill-level required) and a variety of different users (B2B experience, B2C experience, previous industry experience, ability to grasp technical concepts, sales and cold-calling experience) in our marketplace.

To manage and match the right campaigns to the right users, we have a concept of campaign tiers, and user tiers.

Currently there are 3 different tiers, which every campaign is categorized into and which every user is categorized into:

1. Tier 1 (highest, based on performance or previous sales background)
2. Tier 2 (medium, based on performance or previous sales background)
3. Tier 3 (lowest performance or previous sales background)

|                  | Who Can See/Access These Campaigns             |
| ---------------- | ---------------------------------------------- |
| Tier 1 Campaigns | Tier 1 Users                                   |
| Tier 2 Campaigns | Tier 1 Users and Tier 2 Users                  |
| Tier 3 Campaigns | Tier 1 Users and Tier 2 Users and Tier 3 Users |

Tiers impact visibility and access for which campaigns users can see and audition for, but *not* payouts themselves.

Bonuses and Incentive Program eligibility is determined by your [Top Callers Monthly Reward Program "Status"](https://intercom.help/glencoco/en/articles/8876957-top-callers-monthly-reward-program), and is completely separate from the concept of "Tiers". To learn more about the Top Callers Monthly Rewards Program, check out this doc: <https://help.glencoco.com/en/articles/8876957-top-callers-monthly-reward-program>

### How are campaign tiers determined? <a href="#h_18ad4241b3" id="h_18ad4241b3"></a>

Glencoco determines for all campaigns on our marketplace a tier based on various factors, including but not limited to:

* B2B
* B2C
* Industry
* Technical Complexity
* Expected Difficulty
* Skill-level Required
* Campaign lead data quality
* Price per Meeting
* Campaign expectations around professionalism and attention to detail

We regularly review the tiers assigned to campaigns and make adjustments as needed.

### How are user tiers determined? <a href="#h_3edb51911e" id="h_3edb51911e"></a>

Glencoco determines tiers for users on our marketplace a tier based on as objective of and a fair, transparent set of criteria possible. The fairest way to determine tiers for users is based on user performance - this is no different than what's expected in professional sports.

Here's how we assign and update objective performance tiers for users:

| Tier 1 | <ul><li>You've booked at least 1 Qualified Meeting on any campaign, regardless of the campaign's tier</li><li>It takes you less than 500 calls to generate 1 Qualified Meeting on average.</li></ul><p>Note: it's possible to change back and forth from Tier 1 to Tier 2 on any given month based on your calls/QM ratio.</p> |
| ------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Tier 2 | <ul><li>You've booked at least 1 Qualified Meeting on any campaign, regardless of the campaign's tier</li></ul>                                                                                                                                                                                                                |
| Tier 3 | <ul><li>You've never booked a Qualified Meeting and you've have had at least 75 conversations on a campaign (conversations, not calls) on the platform.</li><li>All users who haven't yet hit the 75 conversation mark on the platform</li></ul><p>Note: All new users start at Tier 2</p>                                     |

Now using only performance-based criteria would lead to a "unknown, unproven, but obviously worth matching to Tier 1 campaigns" problem. What if a new user signs up for the platform and they have 20 years of Enterprise Sales experience, have previously won awards at previous sales jobs, and is an incredible on the phones? If we only used performance-based criteria, new users who would clearly crush it on a Tier 1 campaign would never be able to even access that campaign since it wouldn't be visible or accessible to them!

To solve for this, we also have a slightly more subjective, but still standardized way of "overriding" user performance tiers via our Override Tiers. We use a combination of both AI and a dedicated user curation team to manage these Override Tiers:

| Override Tier | Criteria for a User to Belong to Override Tier                                                                                                                                                                                                                                          |
| ------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Tier 1        | <ul><li>Your resume, linkedin profile, and sales background when you sign up for Glencoco indicate that you'd excel in Tier 1 campaigns based on your professionalism, attention to detail, industry experience, and familiarity with technically complex products and offers</li></ul> |
| Tier 2        | <ul><li>This is the default tier that any user is assigned unless Tier 1 criteria are hit.</li><li>This Override tier is removed automatically after 75 conversations on the platform across any campaigns, at which point your Performance Tier determines your tier</li></ul>         |

### How can I see which campaigns are which tier? <a href="#h_30dbac42f0" id="h_30dbac42f0"></a>

You can choose the "Explore Campaigns" option in our conversation chat widget to see which Tier a campaign belongs to.

### How can I see which tier I am as a user? <a href="#h_e713862bd7" id="h_e713862bd7"></a>

You can choose the "Check my Account Stats and Status" option in our conversation chat widget to see which tier you currently are.

### How do I move up a tier as a user? I'd like to access and work on some higher tier campaigns. <a href="#h_b3fa704284" id="h_b3fa704284"></a>

You can review the performance criteria listed above needed to achieve a higher tier status and hit those criteria, at which point you'll automatically be upgraded to a higher tier. The bar to be a Tier 1 user is currently pretty low. If you're struggling to book even 1 qualified meeting on any tier campaign in our marketplace, you likely need to review all of our documentation and learn how to use our platform effectively, or learn from outside resources like your network or youtube to become an effective in sales development.

### I just signed up for the platform and I think you may have missed my background and experience - I'd like to request that I have Override - Tier 1 status. <a href="#h_96a9847c6e" id="h_96a9847c6e"></a>

We may not always perfectly assign Override Tier 1. You can message us and request a review of your background and profile and if it's determined you're a good fit for a Tier 1 campaign, we can update your tier accordingly.

### I previously started working on a Tier 1 campaign but my performance now puts me in a lower tier. Will I no longer be able to work on a Tier 1 campaign? <a href="#h_544a296229" id="h_544a296229"></a>

If your tier moves lower (e.g. from Tier to Tier 3) as a result of your performance, it will not impact your ability to access and work on any campaigns for which you've already started training for. However, if new campaigns become available in the marketplace that are in a higher tier than your current tier (e.g. you're Tier 3 but a new campaign is listed that's Tier 1), you won't be able to access and audition for the campaign. To access and audition for higher tier campaigns, you'd need to hit the performance criteria with any of the existing, available campaigns to you first to unlock these campaigns.
