1. Service Delivery Models and Other Fun Stuff Session 12 Presenters: David Norris, Christy Zbiegien Panelists: Jintana Yunibhand, Hans Gilljam, Yussuf Saloojee 09/14/2011

2. Session Objectives Have a little fun Understand different enrollment paths Understand basic quitline structure Have more insight to how to process an enrollment How to determine hours of operation Introduction to basic and more complex quitline technology How to plan quitline staffing How to structure quitline staffing Thoughts on hiring quitline staff

3. Enrollment Methods - Inbound Starting point: how will tobacco users get connected to your program? Inbound

4. Enrollment Methods - Outbound Outbound or quitline-initiated

5. Enrollment Paths at Alere Wellbeing Inbound (86% of total enrollments) −Phone −Internet

6. Enrollment Paths at Alere Wellbeing Outbound Recruitment −Data Feeds −Referrals

7. Fax Referral System Basics

8. Handling an Enrollment Sign them up while they are motivated! Enrollment Basics −Data collection – how much is necessary? Tobacco users are calling… now what? Basic Name Tobacco Use Info Middle Contact Info Some demographics Complex Lots of demographics Healt care info

9. Handling an Enrollment Who does the enrolling?

10. Panelist Discussion #1 Describe the enrollment methods your quitlines offer Describe how your quitline processes the enrollments

11. Hours of Quitline Operation Goal: offer broad enough hours to make it convenient to call the Quitline while avoiding large periods of idle time for staff How many hours should you have staff available? −What hours will they be? −Apply “common sense” at first, then use data 24x7 is not necessary Voicemail can be used during non business hours, but…

12. Hours of Operation at Alere Wellbeing Slowly expanded hours to match demand −Started by covering 0900 to 1700 −As demand increased, added early and late coverage, a few hours at a time Now offer 24/7 coverage for English and Spanish languages

13. Panelist Discussion #2 Describe your hours of operation and how you arrived at them.

14. Basic Quitline Technology Phone Systems −Benefits: basic queuing, routing calls based on “skills”, basic measurements and reporting −Can be “leased” or “hosted by vendor” vs. purchased −Example: http://www.incontact.com/on-demand-call-center- software/platform

15. Basic Quitline Technology Database and Network VS Simple file system Low initial and ongoing cost Low efficiency Limited reporting capability Simple file system Low initial and ongoing cost Low efficiency Limited reporting capability Computer database High initial and ongoing cost High efficiency Supports reporting capability Computer database High initial and ongoing cost High efficiency Supports reporting capability

16. Optimal Quitline Technology IVR (interactive voice response) Dialing Systems Appointment System Workforce Management (scheduling) Call Recording

17. Panelist Discussion #3 Describe the primary technologies used by your quitline Which of these do you consider indispensible?

18. Call Center 101 – the basics How many people do I need on my staff? –You will need to make a few assumptions: How many calls will we receive (Answered Calls) How long will the calls take –(Average Talk Time or AHT) + (wrap up time How quickly you would like to answer the calls (Service Level or % of calls answered within X seconds) –Use a very basic calculation (formula called Erlang C) Download free tool like: http://www.kooltoolz.com/ccm.htmhttp://www.kooltoolz.com/ccm.htm How many phone lines (called trunks) will I need? Use the same calculator Other things to think about: breaks, lunch, sick/vacation, training, meetings

19. Quitline Staffing Critical Roles −Coaches −Supervisors −Ratio Other Functions −Training −Admin Operations Managers Operations Supervisors Coaches: 3 tiers, base, senior, and lead Operations Supervisors Registration Team: 3 tiers, base, senior, and lead Admininstrative Support Training

20. Panelist Discussion #4 Describe how your quitline plans its staffing

21. Employment Considerations Hiring the right people is vital −Education/experience −Skill Set −Not just a call center job… Recruiting, Interviewing and Hiring Compensation

22. What to Remember Can be simple Beware of technology traps Hire the right people Be realistic Focus on easy, early “wins” Connect work and impact of work

23. Panelist Discussion #5 What are your 3 most important best practices for starting and operating a quitline?

24. Thank You