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 lbrangan@uwbv.org

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

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

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

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.

Monthly Specialist Report Cont’d

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

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

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

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