Service Delivery Models and Other Fun StuffSession 12

Presenters: David Norris, Christy ZbiegienPanelists: Jintana Yunibhand, Hans Gilljam, Yussuf Saloojee

09/14/2011

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

Enrollment Methods - Inbound

• Starting point: how will tobacco users get connected to your program?• Inbound

Tobacco User

Internet

Phone

Quitline

Enrollment Methods - Outbound

• Outbound or quitline-initiated

Data feeds/exchange

Quitline Recruitment Call

Tobacco UserFax

Enrollment Paths at Alere Wellbeing

• Inbound (86% of total enrollments)− Phone− Internet

Enrollment Paths at Alere Wellbeing

• Outbound Recruitment− Data Feeds− Referrals

Fax Referral System Basics

Handling an Enrollment

• Sign them up while they are motivated! • Enrollment Basics

− Data collection – how much is necessary?

Handling an Enrollment

• Who does the enrolling?

2 Step Process

CoachRegistration

Tobacco User

OR

Panelist Discussion #1

• Describe the enrollment methods your quitlines offer• Describe how your quitline processes the enrollments

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…

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

Panelist Discussion #2

• Describe your hours of operation and how you arrived at them.

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

Basic Quitline Technology

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

Optimal Quitline Technology

• IVR (interactive voice response)• Dialing Systems• Appointment System• Workforce Management (scheduling)• Call Recording

Panelist Discussion #3

• Describe the primary technologies used by your quitline• Which of these do you consider indispensible?

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.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

Quitline Staffing

• Critical Roles− Coaches− Supervisors− Ratio

• Other Functions− Training− Admin

Panelist Discussion #4

• Describe how your quitline plans its staffing

Employment Considerations

• Hiring the right people is vital− Education/experience− Skill Set− Not just a call center job…

• Recruiting, Interviewing and Hiring• Compensation

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

Panelist Discussion #5

• What are your 3 most important best practices for starting and operating a quitline?

Thank You