1. This Call May Be Monitored for Quality Assurance . . .

2. During this session you will learn how we:
Identified the need for a self assessment– WHY DO THIS
Created a rubric for assessing the phone calls – WHAT TO DO
Planned and implemented the logistics of the assessment – HOW TO DO
Followed up with staff after the assessment

3. Identify the Need: Why?

4. First Point of Contact
High Volume of Calls
Gaps in Phone Training

5. Identify the Need: First Point of Contact
Need: Create an avenue for staff to be more comfortable on the phone while building their presence and rapport.

6. IDENTIFY THE NEED: High Volume of Calls 2017 Phone Statistics
Answered 75,000 Calls
Transferred 11% of Calls

7. Directions and Phone Numbers
IDENTIFY THE NEED:
Need: Create an opportunity for staff to hear themselves from the customer’s point of view to ensure consistency.
Directions and Phone Numbers
Item Requests
Transferring Calls
Item Renewals
Calls in the Queue
Online Chat
Basic Reference
Program Registration
Room Reservation

8. IDENTIFY THE NEED: Gaps in current Phone Training
Need: Create a comprehensive phone training that includes behavioral skillsets.

9. Identify the Need: Discussion

10. DISCUSSION QUESTIONS Step 1: The Phone Step 2: Training
Which staff in the library use the phone as an avenue to help customers?
What does the customer’s experience look like when they call your Library? (ie: question is answered right away or are calls transferred)
Step 2: Training
What are some ways to create consistency in the phone service your staff is providing?
What type of phone training do you currently deliver to your staff? Are there any gaps that you can identify?
Step 3: Outcomes
What type of outcomes would you like to achieve from a self- assessment training?

12. Create a rubric:
What Will You Assess?

13. WHAT WILL YOU ASSESS? -Brainstorm

14. Transferring & Receiving Calls
Speech / Delivery
Communicating with the Callers
Greeting and Concluding Phone Call
Transferring & Receiving Calls

15. SPEECH DELIVERY

16. COMMUNICATING WITH THE CALLER

17. GREETING & CONCLUSION

18. TRANSFERRING CALLS

19. RECEIVING TRANSFERRED CALLS
Needs Improvement
Strong NA
Identified yourself and the service point you are stationed at.
“Checkout Desk, this is Pam.”
Summarized the nature of the call back to the customer.
“Pat explained to me that you have a question regarding the fine on your account for the book The Girl on the Train. Is that correct?”
Accepted the call first – explained the process second.

20. Create the Rubric: Discussion

21. DISCUSSION QUESTIONS Step 1: Expectations: Step 2: Assessment:
What are the expectations for staff on the phone?
What skills and behaviors are key components to delivering phone excellence in your Library?
Step 2: Assessment:
How do you ensure skills and behavior are measurable?
How are you going to assess performance? 
What measuring scale are you going to use?

22. Logistics:
How will you do this?

23. Guidelines
Timeframe
Equipment

24. Guidelines: Two hours to complete the assessment
Hour 1: Record up to five incoming calls
Hour 2: Listen to recordings. Choose one call to assess. Complete the self assessment rubric and reflection questions

25. TIMEFRAME: Overall process took six months to complete
First two months
Brainstorming sessions
Determine outcomes
Create rubric and guidelines
Implementing record feature on phones
Last four months
Time dedicated to staff to complete assessment

26. TIMEFRAME: Sue Sullivan July 30-August 24 Pat Bennett Sept 4-Sept 29
July 30-August 24
Pat Bennett
Sept 4-Sept 29
Jackie Moreno
Oct 1-Oct 26
Pam Schwarting
Nov 5-Nov 30
Cassidy
Michele
Lee Anne
Neal
Eileen
Leah
Andrea
Karen
Helen
Mary
Amy
Karisa
Barb
Joan
Jon
Julie
Kathy P.
Kathy K.
Kathy R.
Rosa
Lucy
Sherri
Denise

27. EQUIPMENT:

28. Logistics of the Assessment: Group Discussion

29. DISCUSSION QUESTIONS Step 1: Logistics
How and when will your staff record calls?
How will you make sure work-flow isn’t interrupted?
What would be an ideal timeframe start to finish?
Step 2: Phone System
Does your phone system have the capability of recording and listening to calls?
Do you have an automated recording on your phone system that advises callers their conversations could be recorded? Or, do you need to ask the caller if you can record?
Step 3: Alternative Recording Methods
What are alternatives you can consider if you do not have the recording capability?
Build in an assessment to accommodate their personal time/work-flow.

30. Follow up WITH STAFF

31. FOLLOW UP WITH STAFF
What surprised you during this self-assessment? Why?
What were your areas of strength?
What areas do you feel could use the most improvement?
Did you find this assessment helpful? Why or Why not?

32. WRAP UP Better awareness of callers point of view during phone calls
Increased self awareness of our staff
Consistently high level of service provided on the phone

33. ARLINGTON HEIGHTS MEMORIAL LIBRARY
Pam Schwarting
Senior Info Services Supervisor
Sue Sullivan
Info Services Supervisor
Pat Bennett
Info Services Supervisor
Jackie Moreno
Info Services Supervisor