SUPERVISOR'S

MANUAL FOR
MARTTI
Our service and how it works.
 Overall

A supervisor in charge of a medical interpreting

team is a professional responsible for training and
motivating their team of medical interpreters in
order to achieve KPIs (key performance indicators)
to determine if they are meeting business objectives
such as efficiency and delivering exceptional
customer service for the benefit of maintaining and
growing the account with ICCBPO.
 Tasks and
Responsibilities
In order to complete the required objectives of the
client towards the company there are specific
responsibilities which must be kept within an average
monthly approval range, along with the requirements
must have good management of particular metrics
and be able to motivate the interpreters to achieve
the goals in the most dynamic way possible.
Tasks and
Responsibilities
Provide inductions to new Calculate daily worked hours.
interpreters. Monitor performance on calls.
Perform coaching based on KIPs Apply disciplinary actions when
and performance. needed.
Request IT checks. Do payroll
Do and send administrative Disconnect employees from the
paperwork. queue that have any type of outage.
Calculate the interpreter's KIPs and Motivate your team
performance. Handle and answer customer
Chose the star performance of the complaints.
month. Give Feedback to the team and
answer any questions.
 Daily reports
Monitor performance on each agent's
calls.

Motivate your team and keep a positive

energy.

Maintain good care of your team

providing feedback and answering
questions of any kind.
Daily reports

Being able to calculate and organize

the agent worked hours.

Disconnect employees from the

queue that have any type of outage.
Weekely tasks
Calculate the interpreter's KIPs and performance.

Perform coaching based on KIPs

and performance.
Do payroll

Do and send administrative

paperwork.
Monthly Reports
Choose the star performance of the
month from the agent that fulfills the
best KPIs throughout the month.

Do payroll
Actions if Apply disciplinary actions when
needed.

required Handle and answer customer

complaints.

Sometimes there are no tasks

Provide inductions to new interpreters.
that need to be reported on a
daily, weekly or monthly basis in
this case we make an exception
Request IT checks.
and these are actions when they
are required in special cases such
as.
 Bamboohr
Bamboohr is a platform
where agents are able to log
in and out of their shift,
along with marking their
breaks, lunches, coaching,
training or meetings.

You will be able to control

the platform either to fix or
adjust any changes the day
after.
Community
Community: you will use it to track
the agent's entry and exit in real
time. In this tool you will have the
possibility to adjust changes or
news of the agent in real-time
whether they are late arrivals,
break changes, lunches or
coaching. This application is only
used through the mobile phone.
 Martti
Martti is a tool which is designed to establish tertiary
communication between the Provider and the LEP. The interpreter
will receive 2 types of calls from the provider: OPI and VRI.
Picture
The client requires that the
interpreter to send a screenshot
at least 5 minutes in advance and
once the interpreter is in the
session, to ensure compliance
with the dress code, camera
placement and proper use of the
platform.
Status
Basically, the system allows
the agent only two voluntary
management states: Available
and Off Queue.
 OPI
When the agent receives an OPI call the screen will
be blue with a phone symbol and the agent status
will change to busy. The tools inside this blue
screen will have 3 options such as mute, add a
third party, and hang up.

At the bottom of the screen, the interpreter will be

able to contact the operator or transfer the
session to another interpreter with the drop-down
menu if the occasion warrants.
 VRI
When the agent receives a VRI call, the provider
along with the LEP will pop in within the square,
the interpreter will be able to see him to make
sure he's got a good position of the camera. The
tools inside this blue screen will have options such
as mute, add a third party, pause the video and
hang up.

At the bottom of the screen, the interpreter will be

able to contact the operator or transfer the
session to another interpreter with the drop-down
menu if the occasion warrants.
Note pad
The agent will be able to take
notes according to the quality
points required, either to leave
waiting times, anomalies or
important points to highlight in
the session, so it is very important
to encourage the use of the notes
for future records together with
QA.
Call Issue
Tracker Team
There may be occasions where Martti has
problems directly with the interpreter, so for
the moment the most common technical
problems have been classified in an Office
document where the agent will have to report
some kind of involuntary status change,
dropped calls (Name, description of the
problem, Date, time, internet status, call ID),
internet or light technical problems. any time it
happens.
You can
achieve
anything if
you have
enthusiasm!