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IntelliVisor™ Supervisor Training Curriculum

The supervisor is the most critical role in the call center. They drive quality, production and employee retention. Are they as prepared as they should be?

Fine Marketing Solutions’ comprehensive Supervisor training program, IntelliVisor™, builds on four key areas of Supervisor development; teaching your Supervisors how to be effective leaders, communicators, drivers of performance and developers of their people.

IntelliVisor™ consists of the following modules.

Your Role as a Supervisor
This module will help the Supervisor understand their role and responsibilities in the center along with the interdependencies with other departments and the principles of floor management.

Leadership Skills
Participants will learn the seven principles of management and what it means to be a developer of people.

Communication Skills
This module will help the Supervisors understand why communication is important and what is required to be a good communicator.

Using KPIs to Manage Performance
This module is designed to help Supervisors understand the Key Performance Indicators (KPIs) needed to manage the center, understand how to use the management tools and reports more effectively to drive Agent performance.

Quality Assurance
Participants will learn how and what elements of quality are measured, and the tools that are used to measure quality. This module also includes how to conduct an effective calibration session among your management team.

Coaching and Agent Development
This module helps Supervisors understand the difference between training and coaching, know the reasons why people fail, the five-step process for coaching and how to deal with problem resolution.

Case Study
The case study pulls all of the modules together by having the participants study center reports and listen to calls to develop and deliver a coaching plan for a low performing Agent.

For more information, contact us.