program and implementation. plans for the next 90 minutes and beyond! define quality assurance for a...
TRANSCRIPT
Program and Implementation
Plans for the next 90 minutes and beyond!
Define quality assurance for a 2-1-1 program
Implementation plans Utilization of tools Calibration-practice and method What to do when you leave the
conference
What is Quality Assurance?
Call Quality Assurance is a practice by which you, the agency, can ensure that your inquirers are receiving the best possible service.
Contact Center Resource IVR Contract Compliance
Why is Quality Important?
Consistency Contract award and compliance AIRS standards Accreditation 2-1-1 national
*Most important, your community deserves quality service!*
2-1-1 US Mystery Call Campaign Demonstration of importance to listen to
calls and call your 2-1-1 Inconsistent outcomes across the county Need for more national training and
application of training Potential loss of opportunity
So, what can we each do to improve our quality of service delivery?
7
2-1-1 US Mystery Call Recommendations
Some actions to consider:
Talking around some of the issues would be a great subject for an extended team meeting.
• “How are we doing this?” • “Can we do this better?” • “Would trying something new
make a difference?”)
Methods for call handling Quality Assurance
Keeping it simple
Get started…
Define your ideal call regardless of current protocols or training, but rather for the ideal call handling. You can develop protocols and deliver training based on your needs.
QA form development
Keep the form simple Include the most important elements
AIRS standards Contract requirements Best practices Community needs
Revisit the form on a regular basis
QA guide
Each element requires a clear description of how to score
Include examples Edit and modify to limit the variance in
scoring (it’s a living document) Get input from more than one
perspective
Monitoring best practices
Get buy-in from all levels of the organization Test your form, guide, and policy Allow time for adjustment Train on areas of opportunity throughout the
organization Listen to a call more than once to properly
score Use your guide! Double check accuracy CALIBRATE! Provide results, use the results, and coach
your staff!
Let’s listen, score and calibrate! Call # 1
Call # 2
Calibration
Why spend the time to calibration?Calibration is the best way to ensure consistent, fair
scoring and prevent allegations of inequity and favoritism.
When calibration is achieved, it will not matter who did the
evaluation because the outcome would be the same.
Once this is achieved the emphasis can be on coaching for
improved performance rather than whether or not the call
was scored correctly.
What is call calibration?Call calibration is the process by which you limit variation in the way performance criteria are interpreted.
Steps for Successful Calibration
Determine participants Designate a facilitator (make sure their role is defined) Select a call
Provide parameters Provide date for completion of scoring
Calibration meeting Review/re-cap call Discuss areas of discrepancy Discuss areas of big picture training opportunities
*It is not important that everyone AGREE on a final score. The point is to come to an understanding of the accepted criteria for a successful high quality call, and apply that understanding to evaluating calls in the future.*
Implementation Plan
Gain buy-in Score form development and testing Guide development, editing, and testing Policy Reports Calibration plan Determine who is evaluating calls Training needed prior to full implementation
I & R Specialists QA Specialists
***Develop your plan-these steps do not have to happen in this particular order, determine what is best for your
organization***
This Quality Assurance structure will work for other areas of your organization!
•Resource•Contract Compliance•Phone System
What about everywhere else?
