Quality, Training and Coaching: Best Practices for I
& R Contact Centers
Amy Latzer
Chief Operations Officer
31st I & R Annual Training and Education Conference
June 2, 2009
6/2/2009
211 LA County
1
Goals of Workshop





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?



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






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







Silent monitoring of live calls
Side by side monitoring
Call recording
Caller survey
3rd Party Partner monitoring
Peer to peer monitoring
Self evaluation
6/2/2009
211 LA County
7
6/2/2009
211 LA County
8
6/2/2009
211 LA County
9
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



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
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
[email protected]
Real People. Real Answers. Real Help.
www.211LACounty.org
INFORMATION AND REFERRAL FEDERATION OF LOS
ANGELES COUNTY
Serving Los Angeles County since 1981
6/2/2009
211 LA County
16