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Best Practices in Ensuring Consistent Call Quality Measures

Best Practices in Ensuring Consistent Call Quality Measures. Calibration Corner. Who has a Quality Assurance Program implemented at their agency?. Who has a Calibration Process implemented at their agency?. The Benefits of CALIBRATION. What is Calibration?

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Best Practices in Ensuring Consistent Call Quality Measures

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  1. Best Practices in Ensuring Consistent Call Quality Measures Calibration Corner

  2. Who has a Quality Assurance Program implemented at their agency?

  3. Who has a Calibration Process implemented at their agency?

  4. The Benefits of CALIBRATION • What is Calibration? • 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

  5. Why Calibrate? • Develops Consistency for QA in Listening & Scoring Calls • Multi Department Involvement • Provides Perspective • Creates Transparency • Sets Goals & Expectations • Promotes Growth for Caller Experience

  6. IT'S TIME TO PLAY

  7. What are Benefits to a Calibration Session? FAMILY FEUD Sets Goals & Expectations 1.) Multi-Department Involvement 2.) Creates Transparency 3.) 4.) Provides Perspective TIME TO PASS SCORE Try Again

  8. The Roadmap

  9. Front Line Staff & Caller • How does it help the overall call? • Creates a roadmap for both I&R Specialist and Caller • How does it assist the I&R Specialist in completing a call? • 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? • Clarifies the callers needs and provides consistent information on how to access services.

  10. Steps to Setting Up the Calibration Process… 1. Participation • Resource, I&R Specialist, Program Managers, etc… 2. Parameters & Frequency • 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 • Discussion • Calibration Report 4. Calibration Calls Excluded from Overall QA Score

  11. Calibration Report

  12. Mini Calibration Session • Let’s Listen to the Elements of a Call Together • Please score as we go along…

  13. Call #1

  14. Call #2 (Part 1)

  15. Call #2 (Part 2)

  16. Call #2 (Part 3)

  17. Let’s Calibrate!!

  18. How Did You Score vs QA Score? • Go over each element • Show of hands on who scored how • Discuss elements where there is variance • Allow explanation of why scored that way • Go over each element • Show of hands on who scored how • Discuss elements where there is variance • Allow explanation of why scored that way

  19. & Wrap Up • Things to Consider • Establishing Protocol • Standard of Deviation • Establishing accountability • Growth through Coaching

  20. Testimonials What do they have to say?

  21. 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.”

  22. 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.””

  23. 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.”

  24. 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”

  25. 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”

  26. Pablo & Denise211 Los Angeles County

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