Transcript Family Feud Template

Calibration Corner
Best Practices in Ensuring Consistent
Call Quality Measures
Who has a Quality Assurance Program
implemented at their agency?
Who has a Calibration Process
implemented at their agency?
The Benefits of
CALIBRATION
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What is Calibration?
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The act of marking or gauging against a standard
scale of measurement
Correlate the readings (of measurement)
with those of a standard in order to
check accuracy
To adjust; taking in external factors into
account or to allow comparison to other
data
Why Calibrate?
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Develops Consistency for QA in Listening &
Scoring Calls
Multi Department Involvement
Provides Perspective
Creates Transparency
Sets Goals & Expectations
Promotes Growth for Caller Experience
FAMILY FEUD
What are Benefits to a Calibration Session?
1.)
2.)
Sets Goals & Expectations
Multi-Department Involvement
3.)
Creates Transparency
4.)
Provides Perspective
TIME TO PASS
SCORE
Try Again
The Roadmap
Front Line Staff & Caller
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How does it help the overall call?
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How does it assist the I&R Specialist in completing a
call?
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Creates a roadmap for both I&R Specialist and Caller
Provides key elements to better understand the callers
needs and provide appropriate referrals
Opens up room for growth by providing a
level of standard and a tool to measure against
How does it improve the caller experience?
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Clarifies the callers needs and provides
consistent information on how to access services.
Steps to Setting Up the
Calibration Process…
1. Participation
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Resource, I&R Specialist, Program Managers, etc…
2. Parameters & Frequency
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Number of Calls
How often Do You Want to Calibrate
Trends and Areas for Training
Select Variety of Calls (good call, call that needs improvement)
3. Facilitators
Rotation
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Discussion
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Calibration Report
4. Calibration Calls Excluded from Overall QA Score
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Calibration Report
Calibration Score Form 2013
Calibration Date MAY 13, 2014
Evaluator Name:
Agent Name: Linda Reyes
Evaluator
Brenda Coleman
Linda Reyes
Evaluator
Catherine Abbott
Linda reyes
Evaluator
Rudy Bernal
Linda Reyes
Evaluator
Miriam Cruz
Linda Reyes
Evaluator
Pablo Garcia
Linda Reyes
Sections/Questions
Evaluation 1
Evaluation 2
1. Call Opening
1.a. CRA used proper greeting
yes
yes
1.b. CRA answered call within acceptable time frame
yes
yes
2. Delivery of Service
2.a. Tone was appropriate
yes
yes
2.b. CRA avoided using internal jargon
yes
yes
2.c. Speaking voice was clear
yes
yes
2.d. CRA kept inquirer informed of call progress & appropriate time fillers were used yes
yes
2.e. CRA displayed empathy or made validating statement within call
yes
yes
2.f. Appropriate hold procedures were used
n/a
n/a
2.g. CRA avoided speaking over inquirer
yes
yes
2.h. CRA used proper transfer procedures
n/a
n/a
3. Assessment of Need
3.a. CRA paraphrased inquirer's request(s)
yes
yes
3.b. CRA displayed proper call steering techniques
no
no
3.c . CRA appropriately asked data collection and screening questions
yes
yes
3.d. Applied active listening throughout the call for the stated and unstated need(s) of partial
the inquirer
meets
3.e. CRA applied proper assessment techniques
partial
partial
3.f. CRA identified when follow-up is required
n/a
n/a
4. Service Information/Referral Competence
4.a. CRA avoided giving advice,personal opinions and /or experience
yes
yes
4.b CRA provides inquirer information that is officialy listed information
yes
yes
4.c. CRA provided accurately all essential information about referral for inquirer to access
yesservices
yes
4.d. CRA provides appropriate information and/or referral(s) that met the needs of the yes
inquirers situation yes
and concern
4.e. CRA provided information from approved sources to the inquirer
yes
yes
4.f. CRA provided sufficient referrals to the inquirer
no
no
4.g. CRA followed appropriate protocol
no
no
5. Call Closing
Evaluation 3
Evaluation 4
Evaluation 5
yes
yes
yes
yes
yes
yes
yes
yes
yes
yes
yes
n/a
yes
n/a
yes
yes
yes
yes
yes
n/a
yes
n/a
yes
yes
yes
yes
yes
n/a
yes
n/a
no
yes
yes
meets
partial
n/a
yes
yes
yes
partial
partial
n/a
no
yes
yes
meets
partial
n/a
yes
yes
yes
yes
yes
no
no
yes
yes
yes
yes
yes
yes
no
yes
yes
yes
yes
yes
no
no
5.a. CRA used proper call closing
6. Call Documentation
6.a. APS report taken
6.b. Code enforcement report taken
6.c. CRA submitted a complete & accurate transaction
6.d (non Scorable) CRA properly utilized database search software
Evaluation Score:
Date/Time: 5/8/2014 12:47 PM
Master ID: 168014710
211 LinQ Transaction: 2475994
Score Variance: ( liz will enter the variance on this line)
no
no
no
yes
yes
n/a
n/a
no
n/a
71.00%
n/a
n/a
no
n/a
79.00%
n/a
n/a
no
n/a
75.00%
n/a
n/a
no
n/a
83.00%
n/a
n/a
no
n/a
79.00%
Mini Calibration Session
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Let’s Listen to the Elements of a Call
Together
Please score as we go along…
Call #1
Call #2 (Part 1)
Call #2 (Part 2)
Call #2 (Part 3)
Let’s Calibrate!!
How Did You Score vs QA
Score?
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Go over each element
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Show of hands on who scored how
Discuss elements where there is variance
Allow explanation of why scored that way
scored that way
& Wrap Up
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Things to Consider
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Establishing Protocol
Standard of Deviation
Establishing accountability
Growth through Coaching
•Testimonials
What do they have to say?
Myieko Clayton, I&R Specialist
“After calibration I felt a sense of
empowerment… I received great
feedback. Making a mistake isn't
always a bad thing, just an advantage
to use it as a learning tool. It helped
me work on areas that I didn’t
know I needed work on. It was
an eye opener.”
Denise Friedman, I&R Specialist
“I was struggling with certain elements
of QA, attending calibration allowed
me to ask questions directly to those
who were scoring my calls. I was able
to understand my scores and the
elements I struggled with. Calibration
has helped me increase my scores
and stay consistent.””
Carol Larson, I&R Specialist
“It helped me in my own job
performance. I was able to see how
exactly how calls are evaluated…
hearing co-workers calls gave me ideas
on my own language and call
handling. There is no
downside to including CRAs
in the process.”
Albertine Gutierrez, I&R Specialist
“I didn’t know what to expect. The
process was more detailed and
involved that I thought it would be. I
really got insight as to what QA is
actively working on in terms of the
scoring process. I got exposure as to
how each person can hear a call
differently”
Debbie Ortiz, I&R Specialist
“I was a little overwhelmed at first
because I was reminded of all the
aspects of QA…it made me reevaluate
the way I handle calls. I knew I was
making mistakes, my QA score
reflected it… I didn’t know what
those mistakes were. The
calibration helped me define
them”
Pablo & Denise
211 Los Angeles County