6/2/2009211 LA County1 Quality, Training and Coaching: Best Practices for I & R Contact Centers Amy Latzer Chief Operations Officer 31 st I & R Annual.

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Presentation transcript:

6/2/ LA County1 Quality, Training and Coaching: Best Practices for I & R Contact Centers Amy Latzer Chief Operations Officer 31 st I & R Annual Training and Education Conference June 2, 2009

6/2/ LA County2 Goals of Workshop Establish best practices appropriate for your organization Evaluation form development Result analysis How to integrate QA results to coaching and training opportunities Measuring training and coaching effectiveness through Quality Assurance

6/2/ LA County3 What is Quality Assurance? Call Quality Assurance is a practice by which you, the agency, can ensure that your callers are receiving the best possible service. Generally performed by a standalone team (ideally, not reporting into the call center line management).

6/2/ LA County4 Why do Quality Assurance? QA can help exceed the callers expectations QA can help raise awareness about your mission to the public QA can provide critical data for fund raising purposes

6/2/ LA County5 Quality Assurance Best Practices Define an ideal call for your agency Produce a scoring form that breaks these definitions into discrete, measurable observations Call calibration Use QA results as a coaching tool Tie QA to overall performance expectations Standalone QA team. Separate reporting structure but collaborative with Call Center Management

6/2/ LA County6 Development of a Scoring Form Call elements to be scored Scoring methodologies How many calls to score?

6/2/ LA County7 Tools for Quality Monitoring Silent monitoring of live calls Side by side monitoring Call recording Caller survey 3 rd Party Partner monitoring Peer to peer monitoring Self evaluation

6/2/ LA County8

6/2/ LA County9

6/2/ LA County10 Training What effect does training, especially ongoing training, have on agent performance?

6/2/ LA County11 Coaching The call has been monitored and scored-how do you coach for improved performance?

6/2/ LA County12 Coaching Techniques Why are we here? Benefits of regular coaching What will a coaching session consist of? Remember: Transparency is very important. Be honest with your agents. Theyll respect that a lot more than a spin.

6/2/ LA County13 Integration Training Analysis Call Monitoring/ Call Evaluation Analysis Coaching

6/2/ LA County14 Balancing Act!

6/2/ LA County15 Questions

6/2/ LA County16 Contact Information Amy Latzer 211 LA County Chief Operations Officer Real People. Real Answers. Real Help. INFORMATION AND REFERRAL FEDERATION OF LOS ANGELES COUNTY Serving Los Angeles County since 1981