6/2/2009211 la county1 quality, training and coaching: best practices for i & r contact centers...

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

6/2/2009 211 LA County 2

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

6/2/2009 211 LA County 3

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).

6/2/2009 211 LA County 4

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

6/2/2009 211 LA County 5

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

6/2/2009 211 LA County 6

Development of a Scoring Form

Call elements to be scored

Scoring methodologies

How many calls to score?

6/2/2009 211 LA County 7

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

6/2/2009 211 LA County 8

6/2/2009 211 LA County 9

6/2/2009 211 LA County 10

Training

What effect does training, especially ongoing training, have

on agent performance?

6/2/2009 211 LA County 11

Coaching

The call has been monitored and scored-how do you coach for

improved performance?

6/2/2009 211 LA County 12

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.

6/2/2009 211 LA County 13

Integration

Training

Analysis

Call Monitoring/Call Evaluation

Analysis

Coaching

6/2/2009 211 LA County 14

Balancing Act!

6/2/2009 211 LA County 15

Questions

6/2/2009 211 LA County 16

Contact Information

Amy Latzer211 LA County

Chief Operations Officer626-299-2979

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