This Call May Be Monitored for Quality Assurance

This Call May Be Monitored for Quality Assurance. . .

During this session you will learn how we: Identified the need for a self assessment– WHY DO THIS Created a rubric for assessing the phone calls – WHAT TO DO Planned and implemented the logistics of the assessment – HOW TO DO Followed up with staff after the assessment

IDENTIFY THE NEED: Why?

First Point of Contact High Volume of Calls Gaps in Phone Training

IDENTIFY THE NEED: First Point of Contact Need: Create an avenue for staff to be more comfortable on the phone while building their presence and rapport.

IDENTIFY THE NEED: High Volume of Calls 2017 Phone Statistics Answered 75, 000 Calls Transferred 11% of Calls

IDENTIFY THE NEED: Need: Create an opportunity for staff to hear themselves from the customer’s point of view to ensure consistency. Item Requests Transferring Calls Item Renewals Directions and Phone Numbers Calls in the Queue Basic Reference Online Chat Room Reservation Program Registration

IDENTIFY THE NEED: Gaps in current Phone Training Need: Create a comprehensive phone training that includes behavioral skillsets.

IDENTIFY THE NEED: Discussion

DISCUSSION QUESTIONS Step 1: The Phone Which staff in the library use the phone as an avenue to help customers? What does the customer’s experience look like when they call your Library? (ie: question is answered right away or are calls transferred) Step 2: Training What are some ways to create consistency in the phone service your staff is providing? What type of phone training do you currently deliver to your staff? Are there any gaps that you can identify? Step 3: Outcomes What type of outcomes would you like to achieve from a self-assessment training?

CREATE A RUBRIC: What Will You Assess?

WHAT WILL YOU ASSESS? -Brainstorm

Speech / Delivery Greeting and Concluding Phone Call Communicating with the Callers Transferring & Receiving Calls

SPEECH DELIVERY

COMMUNICATING WITH THE CALLER

GREETING & CONCLUSION

TRANSFERRING CALLS

RECEIVING TRANSFERRED CALLS Strong Identified yourself and the service point you are stationed at. “Checkout Desk, this is Pam. ” Summarized the nature of the call back to the customer. “Pat explained to me that you have a question regarding the fine on your account for the book The Girl on the Train. Is that correct? ” Accepted the call first – explained the process second. Needs Improvement NA

CREATE THE RUBRIC: Discussion

DISCUSSION QUESTIONS Step 1: Expectations: What are the expectations for staff on the phone? What skills and behaviors are key components to delivering phone excellence in your Library? Step 2: Assessment: How do you ensure skills and behavior are measurable? How are you going to assess performance? What measuring scale are you going to use?

LOGISTICS: How will you do this?

Timeframe Guidelines Equipment

GUIDELINES: Two hours to complete the assessment Hour 1: Record up to five incoming calls Hour 2: Listen to recordings. Choose one call to assess. Complete the self assessment rubric and reflection questions

TIMEFRAME: Overall process took six months to complete First two months Brainstorming Determine Create outcomes rubric and guidelines Implementing sessions record feature on phones Last four months Time dedicated to staff to complete assessment

TIMEFRAME: Sue Sullivan Pat Bennett Jackie Moreno Pam Schwarting July 30 -August 24 Sept 4 -Sept 29 Oct 1 -Oct 26 Nov 5 -Nov 30 Cassidy Michele Lee Anne Neal Eileen Leah Andrea Karen Helen Mary Amy Karisa Barb Joan Jon Julie Kathy P. Kathy K. Kathy R. Rosa Lucy Sherri Denise

EQUIPMENT:

LOGISTICS OF THE ASSESSMENT: Group Discussion

DISCUSSION QUESTIONS Step 1: Logistics How and when will your staff record calls? How will you make sure work-flow isn’t interrupted? What would be an ideal timeframe start to finish? Step 2: Phone System Does your phone system have the capability of recording and listening to calls? Do you have an automated recording on your phone system that advises callers their conversations could be recorded? Or, do you need to ask the caller if you can record? Step 3: Alternative Recording Methods What are alternatives you can consider if you do not have the recording capability?

FOLLOW UP WITH STAFF

FOLLOW UP WITH STAFF What surprised you during this self-assessment? Why? What were your areas of strength? What areas do you feel could use the most improvement? Did you find this assessment helpful? Why or Why not?

WRAP UP Better awareness of callers point of view during phone calls Increased self awareness of our staff Consistently high level of service provided on the phone

ARLINGTON HEIGHTS MEMORIAL LIBRARY Pam Schwarting Senior Info Services Supervisor 847 -870 -4117 pschwart@ahml. info Sue Sullivan Info Services Supervisor 847 -870 -3693 ssulliva@ahml. info Pat Bennett Info Services Supervisor 847 -870 -3667 pbennett@ahml. info Jackie Moreno Info Services Supervisor 847 -870 -2454 jmoreno@ahml. info