1. Call Center Management Take Care of Your Number One Resource by Measuring their Performance
Lyndsey Brangan, CRS
2-1-1 Texas/ United Way of the Brazos Valley

2. Summary Quality Assurance, Employee Engagement and Incentive
The Missing Link
Using SMART to create a quality assurance measure
Creating Incentive Program based on resources
Discussion and Group Activity

3. Definition of…
Quality Assurance – a program for the systematic monitoring and evaluation of the various aspects of a project, service, or facility to ensure that standards of quality are being met
Employee Engagement – a high level of employee involvement, commitment to the organization and job satisfaction.
Incentive – that which moves or influences the mind, or operates on the passions, to motivate

4. The Missing Link Between Quality Assurance and Employee Engagement
Evaluation!
Monitoring is essential, but an evaluation is vital
Weekly, monthly, quarterly
Yearly is not enough – too late

5. S.M.A.R.T Evaluation Specific: Choose clearly focused goals.
Measureable: Involve quantifiable activities so that progress tracking can be easily determined and expressed.
Attainable: Create realistic goals that push participants towards achieving them.
Related: Incorporate the program so that it lines up with the company’s mission and/or job functions and duties.
Time: Be specific in the time frame of the program.

7. Monthly Specialist Report Cont’d

8. Employee Incentive Program
An incentive program is used to motivate, promote or encourage specific actions or behavior by a specific group of people during a defined period of time.
Types of Incentive Rewards
monetary, time, items, trips, events, etc…
Examples from our call center
2 hour lunch, 1 hour late to work, 1 early from work, casual dress

9. Discussion Have you implemented a similar program? What worked?
What didn’t work?
Questions?

10. Group Activity Form a group with people from other states
Talk about your call center with one another
Identify measurable expectations
Remember, your call center is different from others around you. This means your goals may be unique to only your call center.
Keep an open mind

11. Questions?
Contact Information
Lyndsey Brangan, CRS, Director of Texas Services
2-1-1 Texas/ United Way of the Brazos Valley