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6/2/2009 211 LA County 1
Quality, Training and Coaching: Best Practices for I & R Contact Centers
Amy LatzerChief Operations Officer
31st I & R Annual Training and Education Conference
June 2, 2009
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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
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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).
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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
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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
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Development of a Scoring Form
Call elements to be scored
Scoring methodologies
How many calls to score?
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Tools for Quality Monitoring
Silent monitoring of live calls Side by side monitoring Call recording Caller survey 3rd Party Partner monitoring Peer to peer monitoring Self evaluation
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Training
What effect does training, especially ongoing training, have
on agent performance?
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Coaching
The call has been monitored and scored-how do you coach for
improved performance?
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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. They’ll respect that a lot more than a spin.
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Integration
Training
Analysis
Call Monitoring/Call Evaluation
Analysis
Coaching
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Balancing Act!
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Questions
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Contact Information
Amy Latzer211 LA County
Chief Operations Officer626-299-2979
Real People. Real Answers. Real Help.www.211LACounty.org
INFORMATION AND REFERRAL FEDERATION OF LOS ANGELES COUNTY
Serving Los Angeles County since 1981