1. The for optimal quality
Presenters:
Cheryl Stewart, CIRS, CRS
Gailen Prepetit, CIRS, CRS

2. Cheryl Stewart, CIRS, CRS
Quality Team United Way of Greater Atlanta 2-1-1   

3. Rules of Engagement For a Productive Meeting
Contribute ideas and solutions
Respect differences in others
Listen actively
Avoid side-bars
Be respectful of all team member’s contributions
Avoid using cell phones within the meeting
Keep information confidential
Group rule

5. “Quality is not an act, it’s a habit. ” “ We are what we repeatedly do
“Quality is not an act, it’s a habit.” “ We are what we repeatedly do. Excellence then, is not an act, but a habit.” – Aristotle

6. Protective Factors: Mitigating the Risk of an Unhealthy Quality Program
Review proactive measures/best practices for building an effective quality monitoring program
Learn how to develop an effective calibration process
Receive some practical tools for gathering and analyzing customer- satisfaction surveys and service outcome measures
Capturing Agent Success- learn how to build an effective monitoring form: phone, chat, text

8. Check Your Pulse
Write on one large sticky note what your quality program consists of
Share with one other person in the room
Share with the whole group what you’ve learned

9. ASAP Dr. Gailen Prepetit, QA Crisis Town, USA I & R Service

10. Building Blocks to a Healthy Quality Monitoring Program

11. SET UP FOR SUCCESS Who will review the data
What does your scorecard include?
Who will review the data
& recommend changes?
How many contacts per agent, in what time period will they be evaluated?
What KPI’s will you measure?
How will you implement
changes?
SET UP FOR SUCCESS
How will the numbers be crunched?
Who is performing the monitoring?

12. Focus on Agent coaching
Avoid “us vs. them”
mentality
Collaborative
w/agent
involvement
Improve not
punish
Get the
whole picture

13. Dive deeper Monitor high value and critical calls Large donor
Target high-value calls for evaluation
Dive deeper
Monitor high
value and
critical calls
Large donor
Crisis calls

14. Absolutely essential Feedback consistent & impartial Coaching-focused
Calibrate regularly
Absolutely
essential
Coaching-focused
atmosphere
Non-punitive
Feedback
consistent &
impartial
Be willing to
money & resources
invest time,

16. AIRS STANDARD 27
6. The I & R service conducts regular customer satisfaction/quality assurance surveys with a specified percentage of inquirers to assess overall service performance and I & R service performance and I & R service outcomes.

17. How do you measure customer satisfaction in your agency
How do you measure customer satisfaction in your agency? Service outcomes?
Write on separate sticky notes one question that you feel is vital in measuring customer satisfaction (CSAT) and one question that you feel is important in capturing service outcomes (SOM)
Post them on the flipchart papers labeled CSAT & SOM

19. *The goal of the 211 Contact Center is to receive a 95% score or better on the "Yes" responses.

24. FOLLOW-UP SCRIPT
1.WERE YOU ABLE TO FOLLOW-UP ON THE SERVICE REFERRALS WE GAVE YOU?
Yes
No (skip to Q8)
2.DID YOU RECEIVE THE ASSISTANCE YOU WERE LOOKING FOR?
Yes (skip to Q4) No
3.iF YOU DID NOT RECEIVE THE ASSITANCE, PLEASE SELECT THE REASON
Agency out of funds/food/space in shelter
Could not contact agency on phone (answering service, no answer, line busy, etc.)
No appointment available
Ineligible, received services in the past, out of district
Place on waiting list
Not sure
4.DO YOU THINK YOU WOULD HAVE LEARNED ABOUT THOSE RESOURCES W/O CALLING 211?
5.IF ANSWERED NO ON Q1, HOW DID YOU MEET THE NEED?
Still in need of services
Family and/or friend(s)
Creating a plan to work with the company/organization
Assistance received from an organization not referred to me by 211
Other

28. What Do I Measure In a Call?
Write on a sticky note one thing that you think is important to measure in a call or contact?
Share with one other person in the room.
Share with the rest of the group.

31. Calibration

35. Calibration is the process of standardizing the call evaluation and scoring process.

36. WHO? Agents QA Managers/Team Call Center Managers
Senior Leadership Team
External stakeholders- i.e., Board, Community Volunteers
Cross-functional Teams within the organization
Training Manager

37. WHAT? Standard I & R calls E-scripts (Chat, Text) Crisis Calls
Specialty Calls that require a different script

38. WHEN?
Once the group has met its initial calibration goal- bi-weekly sessions
Initial roll-out months- weekly sessions are ideal
Changes in the center’s business practices
Updates to quality standards definitions or QA form
Newly hired staff or staff turn-over

39. WHY? Ensures fairness & objectivity
A way to uniformly rate agent performance
Improves the monitoring process
Limits variation in interpreting performance criteria
Customer service is consistent
Achieves consistency among the people responsible for scoring

40. WHERE? Depends on formality of the session – What do you want to do?
Depends on the size of the group
Varies from team to team

41. HOW?
Prepare in advance: Definitions guide, decide on the participants, schedule date, prepare meeting logistics, select calls (you can send in advance)
Schedule at least an hour
Set a target variance; i.e. 5 points or 10 percent
Designate a facilitator
Establish ground rules for calibrating
Have all participants use the same monitoring form
Participants share & explain scores
Facilitator reviews the notes at the end of each session
Once calibration is attained, schedule periodic sessions as frequently as possible

44. Ground Rules for Calibration
Agree to confidentiality
Listen to the calls without making any facial expressions or using extreme body language
Let each call stand on its own (Goal is to look at quality from the customer’s perspective)
Be reasonable (Some skills are not possible and/or appropriate for every call)
Do not rationalize behavior based on the agent/specialist personality, other agents on the team, or any of the other calls listened to previously

46. What did you like about today’s session? What could have been better?
INFORMAL EVALUATIONS
What did you like about today’s session?
What could have been better?

47. This PP presentation will be available electronically after the conference.

48. Executive Producer: Cheryl Stewart, CIRS, CRS
Executive Producer: Gailen Prepetit, CIRS, CRS
Resources:
AIRS: Setting the Standards for Information and Referral Services, Version 8.0, 2016
United Way of Greater Atlanta 2-1-1