1. 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

2. 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

3. 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

4. Weekly and Monthly Report Cards

5. Call Monitoring Form

6. 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 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.
$$ The Specialists who meet their goals are eligible for a bonus$$.

7. 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.

8. 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.

9. 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

10. Mindsets

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

12. Mindsets are observable

13. Two Types:
Fixed
Growth

14. 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

15. 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:

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

18. 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.

19. 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

20. RESULT They continually improve and reach
higher levels of achievement.

25. The Fisherman

27. Which Mindset do you have?

28. Which Mindset do your
Call Specialists have?

29. 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

30. Know the Difference

31. 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

32. 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.

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

35. 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 $$$

36. Questions?

38. Please feel free to Contact Us if you have any further questions!
Abe Pherson: Janice Hoffman: