For the Supervisor: Support tools to manage and sustain employee performance

AcSELLeration Series is equipped with the InteGREATion Toolkit, which makes it easy for supervisors to manage and sustain agent performance. Each tool in the kit reinforces learning from specific modules in AcSELLeration Series and outlines how and when to reinforce skills. The toolkit also provides a thorough roadmap that supervisors follow step-by-step to help agents reach peak performance levels. The InteGREATion Toolkit includes:

Coaching Reference Guide – The guide helps supervisors identify agent behaviors that are counter-productive in areas such as interviewing, product descriptions, closing the sale, and more. As prompted by the guide, supervisors direct agents back to specific content in AcSELLeration Series that addresses the undesired behaviors.

Skill-Specific Role Play Scenarios – Putting learning into action is what the InteGREATion Toolkit is all about. More than a dozen role play scenarios allow the supervisor to work with an agent on specific skills retention and transfer. By practicing the skills with the agent, the supervisor has a clear understanding of the learning that has occurred.

Coaching Tips – Not every supervisor has the same level of coaching skill and experience. Supervisors using these coaching tips will be better prepared to help agents improve through the one-on-one sessions outlined in the Coaching Reference Guide.

Monitoring and Coaching Checklists – These forms allow supervisors a simple and consistent way to track and measure learning by each employee. Upon completing a checklist, the supervisor will have a holistic view of an individual’s sales, retention, and troubleshooting skills.

Team Review Meeting Planner – Those who lead customer contact teams can use the planner to help them get the most out of team meetings. The planner includes 24 individual sessions of no more than 15 minutes each that focus on refreshing and reviewing specific skills in AcSELLeration Series during team meetings.