1. 6/2/2009211 LA County1 Quality, Training and Coaching: Best Practices for I & R Contact Centers Amy Latzer Chief Operations Officer 31 st I & R Annual Training and Education Conference June 2, 2009

2. 6/2/2009211 LA County2 Goals of Workshop Establish best practices appropriate for your organization Evaluation form development Result analysis How to integrate QA results to coaching and training opportunities Measuring training and coaching effectiveness through Quality Assurance

3. 6/2/2009211 LA County3 What is Quality Assurance? Call Quality Assurance is a practice by which you, the agency, can ensure that your callers are receiving the best possible service. Generally performed by a standalone team (ideally, not reporting into the call center line management).

4. 6/2/2009211 LA County4 Why do Quality Assurance? QA can help exceed the callers expectations QA can help raise awareness about your mission to the public QA can provide critical data for fund raising purposes

5. 6/2/2009211 LA County5 Quality Assurance Best Practices Define an ideal call for your agency Produce a scoring form that breaks these definitions into discrete, measurable observations Call calibration Use QA results as a coaching tool Tie QA to overall performance expectations Standalone QA team. Separate reporting structure but collaborative with Call Center Management

6. 6/2/2009211 LA County6 Development of a Scoring Form Call elements to be scored Scoring methodologies How many calls to score?

7. 6/2/2009211 LA County7 Tools for Quality Monitoring Silent monitoring of live calls Side by side monitoring Call recording Caller survey 3 rd Party Partner monitoring Peer to peer monitoring Self evaluation

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10. 6/2/2009211 LA County10 Training What effect does training, especially ongoing training, have on agent performance?

11. 6/2/2009211 LA County11 Coaching The call has been monitored and scored-how do you coach for improved performance?

12. 6/2/2009211 LA County12 Coaching Techniques Why are we here? Benefits of regular coaching What will a coaching session consist of? Remember: Transparency is very important. Be honest with your agents. Theyll respect that a lot more than a spin.

13. 6/2/2009211 LA County13 Integration Training Analysis Call Monitoring/ Call Evaluation Analysis Coaching

14. 6/2/2009211 LA County14 Balancing Act!

15. 6/2/2009211 LA County15 Questions

16. 6/2/2009211 LA County16 Contact Information Amy Latzer 211 LA County Chief Operations Officer 626-299-2979 alatzer@211la.org Real People. Real Answers. Real Help. www.211LACounty.org INFORMATION AND REFERRAL FEDERATION OF LOS ANGELES COUNTY Serving Los Angeles County since 1981