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

Cheryl Stewart, CIRS, CRS Quality Team United Way of Greater Atlanta 2-1-1  404-614-1031  cstewart@unitedwayatlanta.org 

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

“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

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

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

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

Building Blocks to a Healthy Quality Monitoring Program

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?

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

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

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,

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.

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

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

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

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.

Calibration

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

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

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

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

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

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

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

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

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?

This PP presentation will be available electronically after the conference.

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