The Art of Feedback: Coaching I&R Specialists to Improve Call Quality Janice Hoffman, CIRS Executive Director Aiken County Help Line 2-1-1 Aiken, South Carolina Abe Pherson, CIRS Supervisor, Quality Assurance Connect2Help 2-1-1 Indianapolis, Indiana

It’s all about the quality Aiken County Helpline 2-1-1 Total number of calls: 25,000 Total number of employees:10 Total number of Specialists: 8 Available 24/7 Connect2Help 2-1-1 Total number of calls: 266,905 Total number of employees: 53 Total number of Specialists: 31 Available 24/7

Maintaining our Quality Analysis of all call and phone records. We edit 100% of our DV and Suicide calls. Data-base audits and “secret shopper” calls Specialists monthly Call Monitoring/Side by side Supervisors monthly QA review Client Outcome Surveys Weekly and Monthly Report Cards Call Quality Assurance Measures Call Monitoring Attendance Tracking Report Cards ACD & Shortel Reports Outcomes Surveys

Weekly and Monthly Report Cards

Call Monitoring Form

Quality Assurance Program-Call Monitoring Meet with All Specialist once a month. We review three calls together (one 4-6 minute call, one 6-8 minute call, and one 14-16 minute call). Calls are randomly selected based on the length. We score and grade the calls together using our Call Monitoring form. There are twenty metrics total A score of 15 or above and a grade of C or higher is expected. $$ The Specialists who meet their goals are eligible for a bonus$$.

Monitoring Methods: One on One Review Silent Monitoring by Manager on each Call Specialist at a minimum of 5 times per month. Monitor additional calls, if demonstration of proficiency in a certain area is needed. Silent Monitoring through recorded phone system technology. Save selected monitored calls to computer (password protected). Retrieve and play the calls for the specific Team Member during a coaching session (which is held once a month). While listening to the call, the Call Specialist will self- score the call, on the Monitoring Form. Manager and Call Specialist will discuss call and rate it according to form: Excellent, Satisfactory, Needs Improvement or Unsatisfactory.

Monitoring Methods W/ Entire Team Entire Team meets for Quarterly Meetings. Manager saves a minimum of 2 calls per Call Specialist to play for the entire Team to review at the Quarterly Meeting. This method can be referred to as “Constructive Criticism” but the word “Criticism” is negative regardless. A Preferred title could be “Critique” “Team Feedback” “ Constructive Feedback” or any name that minimizes stress; creating an environment of open, constructive, respectful and helpful information sharing. All Team members listen and score each call. Feedback and conversation occurs.

Call Monitoring – Coaching Specialists Know your Specialists! Verbal coaching – Provide examples from being an I&R Specialist Have Specialists listen to pre-recorded calls from other “seasoned” Specialist Provide handouts with information pertaining to a specific area where the specialist needs improvement – Empathy, active listening, 2nd question, etc. Side-by-side with Specialists in the phone room using “double ears” Homework and/or special projects

Mindsets

Mindset A set of beliefs, or a way of thinking, that determines one’s behavior, outlook and mental attitude.

Mindsets are observable

Two Types: Fixed Growth

A Fixed Mindset Smart or Not Talented or Not Believe that “Setbacks” are proof that they aren’t as smart or talented as they/ or others thought they were Ignore useful feedback

Believes that: They Believe: Intelligence is static “I am the way I am” Desire to “look smart” therefore has tendency to: Avoid Challenges Obstacles- Gives up easily Effort- See efforts as fruitless Feel threatened by the success of others Believes that:

RESULT They don’t reach their full potential, and their beliefs feed on themselves.

Intelligence can be developed. Embrace challenges Growth Mindset Intelligence can be developed. Embrace challenges Persist despite obstacles See effort as path to mastery Learn from criticism Others success is a source of inspiration.

BELIEVE Effort is more important than raw talent or intelligence. They Believe: Effort is more important than raw talent or intelligence. Setbacks are opportunities to analyze and try something new. BELIEVE

RESULT They continually improve and reach higher levels of achievement.

The Fisherman

Which Mindset do you have?

Which Mindset do your Call Specialists have?

Feedback Sandwich: The tastiest Way to Give Team mates Feedback Begin with Positive Comments about Call Give Praise for Persons Strong Points. Give HONEST Compliments. Remind the person of their Strong Points GIVE CONSTRUCTIVE FEEDBACK Offer Support in the Areas for Improvement, Group Discussion & Leave On a Positive Note

Know the Difference

Coaching and Providing Feedback Provide constructive feedback (it’s all how you say it) Provide suggestions, provoke thoughts and ideas Encourage lots of questions Give real life examples and scenarios Set realistic and achievable goals for Specialists Everyone has their own learning style Don’t always point out the things that weren’t good in the call. Typically there are good parts too. It’s a tough job! Be honest

Coaching and Providing Feedback (cont.) Call monitoring shouldn’t be scary. It’s a time to develop skills, improve, and ultimately make the Specialists jobs easier.

How to Receive Feedback 1. Listen 2. Breathe 3. Reflect 4. Accept 5. Thank 6. Change

Challenges and Rewards of Providing Quality Management Taking people off the phones when there is a high call volume. Meeting with evening and overnight folks Having other Supervisors/Managers complete call monitoring on your behalf. Time management How much time to spend with Specialists that are struggling. Helps our callers receive the best quality service possible. Empowers Specialists to do a better job with calls, and makes them feel good. Less time spent on edits Builds stronger work relationships with Specialists. Saves Call Centers $$$

Questions?

Please feel free to Contact Us if you have any further questions! Abe Pherson: apherson@connect2help.org Janice Hoffman: aikenhelpline@bellsouth.net