Quality Training and Coaching Best Practices for I

Quality, Training and Coaching: Best Practices for I & R Contact Centers Amy Latzer Chief Operations Officer 31 st I & R Annual Training and Education Conference June 2, 2009 6/2/2009 211 LA County 1

Goals of Workshop l l l 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 2

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 3

Why do Quality Assurance? l l l 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 4

Quality Assurance Best Practices l l l 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 5

Development of a Scoring Form Call elements to be scored Scoring methodologies How many calls to score? 6/2/2009 211 LA County 6

Tools for Quality Monitoring l l l l Silent monitoring of live calls Side by side monitoring Call recording Caller survey 3 rd Party Partner monitoring Peer to peer monitoring Self evaluation 6/2/2009 211 LA County 7

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Training What effect does training, especially ongoing training, have on agent performance? 6/2/2009 211 LA County 10

Coaching The call has been monitored and scored-how do you coach for improved performance? 6/2/2009 211 LA County 11

Coaching Techniques l l l 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 12

Integration Training Coaching Analysis Call Monitoring/ Call Evaluation 6/2/2009 211 LA County 13

Balancing Act! 6/2/2009 211 LA County 14

Questions 6/2/2009 211 LA County 15

Contact Information Amy Latzer 211 LA County Chief Operations Officer 626 -299 -2979 alatzer@211 la. org Real People. Real Answers. Real Help. www. 211 LACounty. org INFORMATION AND REFERRAL FEDERATION OF LOS ANGELES COUNTY Serving Los Angeles County since 1981 6/2/2009 211 LA County 16