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Quality Call Standards 111-17080900

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This page explains how each Quality Call Standard is demonstrated in a call, and the privacy notice to give customers when a call is being quality checked.

On this Page:

Quality Call Standard 1: Customer service

Quality Call Standard 2: Contact resolution

Quality Call Standard 3: Quality Information

Quality Call Standard 4: Agency instructions

Quality Call Standard 5: Processing accuracy

Privacy statement

Quality Call Standard 1: Customer service

Table 1: customer service standards relating to Quality Call Standard 1.

Element

Question and criteria

Verbal communication is speaking clearly and logically

Was the customer spoken to in a clear and logical manner? + Read more ...

This is demonstrated by:

  • delivering information in a clear and succinct manner
  • using positive and professional language
  • applying plain English principles:
    • an active voice (where possible)
    • simple, everyday words
    • inclusive language
    • direct instructions
    • important points first
    • short sentences
    • terms such as 'we' and 'you'
    • no jargon
    • speaking confidently with appropriate tone, pace and volume

Active listening is paying attention to the customer and picking up on key information

Did the staff member actively listen to the customer? + Read more ...

This is demonstrated by:

  • listening attentively and acknowledging the customer
  • remaining objective throughout the call
  • using effective questioning techniques to confirm and clarify information
  • paraphrasing throughout the conversation

Professionalism is treating the customer with respect and courtesy, adhering to Australian Public Service (APS) values and recognising customer diversity.

Was the customer treated in a professional manner? + Read more ...

This is demonstrated by:

  • using the greeting protocol applicable to the business area
  • demonstrating empathy
  • maintaining composure in difficult situations
  • adhering to the Australian Public Service (APS) Values including:
    • impartial - the APS is apolitical and provides the government with advice that is frank, honest, timely and based on the best available evidence
    • committed to service - the APS is professional, objective, innovative and efficient, and works collaboratively to achieve the best results for the Australian community and the government
    • accountable - the APS is open and accountable to the Australian community under the law and within the framework of Ministerial responsibility
    • respectful - the APS respects all people, including their rights and their heritage
    • ethical - the APS demonstrates leadership, is trustworthy, and acts with integrity, in all that it does

Quality Call Standard 2: Contact resolution

Table 2: contact resolution standards relating to Quality Call Standard 2.

Element

Question and criteria

Call management is handling each customer contact efficiently from beginning to end

Was the call handled efficiently from beginning to end? + Read more ...

This is demonstrated by:

  • being prepared for the call
  • ascertaining the reason/s for the call
  • structuring the call with a logical call flow
  • controlling the conversation and keeping the customer informed
  • utilising system tools and resources effectively, including referring to processes outlined in Operational Blueprint or branch approved resources when required
  • following the appropriate hand-off procedures
  • assessing the need for and appropriately engaging an interpreter, where required
  • managing the length of the call without compromising quality outcomes
  • summarising actions required at the conclusion of the call

Complete solution is understanding a customer's circumstances and providing tailored and connected information

Did the staff member understand the customer's circumstances and provide tailored and connected information? + Read more ...

This is demonstrated by:

  • taking the customer's individual circumstances into account
  • providing the customer with everything they need to know to make informed decisions
  • explaining obligations to the customer
  • identifying and offering services relevant to the customer circumstances
  • managing the customer's expectations
  • resolving customer enquiries and pre-empting future customer needs

Staff knowledge is an understanding of payments, programmes and services administered by the agency

Did the staff member demonstrate an understanding of payments, programmes and services administered by the agency? + Read more ...

This is demonstrated by:

  • providing information to the customer using knowledge and understanding of payments, programmes and services administered by the agency

Quality Call Standard 3: Quality Information

Table 3: This table describes the quality information standards relating to Quality Call Standard 3.

Element

Question and criteria

Explaining decisions is about being able to explain the reason for a decision, and review and appeal rights.

Was the reason for a decision explained to the customer? + Read more ...

This is demonstrated by:

  • explaining all factors contributing to a decision
  • answering questions from the customer in relation to the decision
  • confirming the customer's understanding
  • explaining customers' review and appeal rights, including options and the relevant process and expected completion timeframes (where applicable)

Information accuracy is providing accurate information to the customer.

Was the information provided to the customer accurate? + Read more ...

This is demonstrated by:

  • providing accurate information as contained in Operational Blueprint or other branch approved resources
  • seeking technical advice through the approved channels

Accountability is taking ownership of the contact

Did the staff member take ownership of the contact? + Read more ...

This is demonstrated by:

  • taking ownership of contact
  • acknowledging and correcting mistakes, without placing blame

Quality Call Standard 4: Agency instructions

Table 4: agency instructions relating to Quality Call Standard 4.

Element

Question and criteria

Maintaining privacy and secrecy is handling customer information in accordance with the Privacy Act 1988 and the secrecy provisions in legislation administered by the agency

Note: an Operational Blueprint has been linked to each criteria. These Operational Blueprints may not be exclusively relevant to all business areas. Quality Checkers are required to use all appropriate Operational Blueprints when assessing whether the Privacy and Secrecy element has been met or not met.

Was the customer's privacy and secrecy maintained throughout the call in accordance with relevant legislation? + Read more ...

This is demonstrated by:

Handling a customer’s ‘personal information’ in accordance with the Privacy Act 1988:

Handling a customer’s protected information in accordance with the secrecy provisions contained in legislation administered by the agency:

Family and Domestic Violence (FDV) and Child Safety is identifying, supporting and appropriately referring customers where child safety concerns are held or who may be affected by FDV

Were appropriate actions taken when child safety or FDV concerns were identified? + Read more ...

See also Family and domestic violence

See also Risk identification and management of threats to the safety or welfare of a child

This is demonstrated by:

  • identifying threats to the safety and welfare of a child
  • applying de-escalation techniques
  • acknowledging and clarifying information about threats to child safety
  • taking appropriate action where there was a possible risk to a child (consulted with a specialist officer delegate)
  • proactively asking an FDV Risk Identification Question to identify FDV:
    • at FDV interaction points
    • where the customer displayed cues at non-interaction points
  • guiding the customer through actions to protect their privacy and safety
  • identifying appropriate referrals
  • documenting the nature and outcome of discussions
  • returning to initiating interaction point or discussion

Feedback and complaints management is ensuring customer complaints, compliments and suggestions are managed and recorded as per agency policy and guidelines

Note: an Operational Blueprint has been linked to this element. This Operational Blueprint may not be exclusively relevant to all business areas. Quality Checkers are required to use all appropriate Operational Blueprints when assessing whether the Feedback and Complaints Management element has been met or not met.

Was the customer's complaint, compliment, or suggestion managed in accordance with complaint handling content as advised in Managing customer complaints and feedback? + Read more ...

See also Managing complaints and feedback

This is demonstrated by:

  • identifying, recording and referring all feedback (including the remedy sought)
  • advising the customer their feedback is being recorded, how it will be managed, the outcome and its importance to the agency
  • applying First Contact Resolution
  • seeking appropriate assistance or support and retaining ownership of the feedback.
  • offering a full or partial apology, if appropriate
  • providing time frames for re-contact, if appropriate
  • advising customers of further escalation options if they are not satisfied with the response to their complaint
  • providing feedback to staff and business areas where there is an identified need to improve the service provided to customers
  • capturing potential systemic issues and customer suggestions when there is a likelihood an issue will happen again or a recommended improvement

Quality Call Standard 5: Processing accuracy

Table 5: processing accuracy standards relating to Quality Call Standard 5.

Element

Question and criteria

Transaction accuracy is updating information provided in accordance with Operational Blueprint or branch approved resource.

N/A is selected when the transaction is covered in other Processing Accuracy elements or when no transaction is required.

Refer to the Quality Call Framework Portal (Community site) for additional Processing Accuracy elements relevant to the appropriate business area.

Were required updates made in accordance with Operational Blueprint or branch approved resource? + Read more ...

This is demonstrated by:

  • updating information processed where required
  • information updated accurately as outlined in Operational Blueprint or branch approved resource

Privacy statement

Table 6: information and script for notifying customers that the call is being monitored.

Item

Description

Privacy Statement

Giving appropriate notice + Read more ...

All callers must be informed about call recording.

The Privacy Statement must be read to callers when:

  • making outbound calls
  • the caller has not received the notification through the automated Interactive Voice Response (IVR) messaging
  • a third party enters the conversation (inbound and outbound calls)

Use the following script:

‘Before we proceed with this call, I need to inform you that this call may be recorded or listened to for quality and coaching purposes.’

Minor variations that do not change the intent of the messaging are acceptable.

See Phone contact with customers table.