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Quality Contact Standards 111-17080900

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This page explains how each Quality Contact Standard is demonstrated in an interaction, and the privacy notice to give customers when an interaction is being quality checked.

On this page:

Quality Contact Standard 1: Customer Experience

Quality Contact Standard 2: Business Outcomes

Quality Contact Standard 3: Compliance Adherence

Privacy statement

Quality Contact Standard 1: Customer Experience

Table 1: Customer experience standards relating to Quality Contact Standard 1.

Element

Question and criteria

Communication management is demonstrated through effective communication skills

Did the staff member manage the communication effectively? + Read more ...

This is demonstrated by:

  • Using appropriate greeting
  • Using tailored professional language
  • Demonstrating empathy
  • Remaining objective
  • Active listening
  • Assessing the need for and appropriately engaging an interpreter (where required)

Contact management is demonstrated through effective handling of an interaction efficiently from beginning to end

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

This is demonstrated by:

  • Preparing for the contact
  • Managing the length of the interaction without compromising outcomes
  • Maintaining composure in difficult situations
  • Managing expectations of the contact
  • Structuring the contact with logical flow
  • Resolving the enquiry at first contact where possible and pre-empted future needs
  • Summarising actions at the conclusion of the contact
  • Controlling the conversation

Information management is demonstrated by understanding the circumstances and providing tailored information

Did the staff member demonstrate an understanding of the circumstances and provide tailored information? + Read more ...

This is demonstrated by:

  • Delivering clear and succinct information
  • Answering questions in relation to decisions
  • Effectively question to confirm and clarify
  • Taking into account individual circumstances
  • Confirming understanding
  • Paraphrasing throughout the interaction

Quality Contact Standard 2: Business Outcomes

Table 2: Business outcomes standard relating to Quality Contact Standard 2.

Element

Question and criteria

Technical quality is demonstrated by accurately providing and/or updating information

Was the information and/or update accurate? + Read more ...

This is demonstrated by:

  • Utilising system tools and appropriate resources effectively
  • Providing accurate information as contained in Operational Blueprint or branch approved resource
  • Updating information accurately as outlined in Operational Blueprint or branch approved resource
  • Identifying and offering services relevant within the interaction
  • Seeking technical advice through the approved channels

Contact ownership is demonstrated by taking ownership of the interaction and ensuring the contact was kept informed

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

This is demonstrated by:

  • Providing the contact with everything they need to know to make an informed decision
  • Explaining factors contributing to a decision
  • Explaining obligations
  • Explaining review and appeal rights
  • Following appropriate hand off procedures
  • Following feedback and complaints process
  • Acknowledging and correcting mistakes, without placing blame

Digital Streaming is demonstrated by transitioning to digital channels at every opportunity unless they are not eligible, or the staff member deems it to be inappropriate based on their circumstances

Were the staff expectations listed in Operational Blueprint in relation to self service met? + Read more ...

This is demonstrated by:

  • Transitioning to digital channels at every opportunity where possible and appropriate
  • Educating about the self service options available
  • Troubleshooting digital channel dropouts and access issues
  • Appropriately escalating self service issues

Quality Contact Standard 3: Compliance Adherence

Table 3: Compliance adherence standards relating to Quality Contact Standard 3.

Element

Question and criteria

Maintaining privacy and secrecy is demonstrated through appropriate handling of personal information

Was privacy and secrecy maintained throughout the interaction in accordance with relevant legislation? + Read more ...

This is demonstrated by:

  • Following authentication and identification processes:
    • was asked all Category A mandatory questions
    • was asked and correctly answered the correct amount of Category B questions
    • was authenticated or identified
  • Requesting personal information
  • Accepting, using and disclosing personal information
  • Requesting protected information
  • Accepting, using and disclosing protected information
  • Following nominee or representative arrangements

Risk identification and referral is demonstrated by identifying, supporting and appropriately referring where child safety concerns are held or who may be affected by family and domestic violence

Was child safety, abuse of older Australians or family and domestic violence (FDV) risks identified and acknowledged, and appropriate actions taken? + Read more ...

This is demonstrated by:

  • Identifying threats to the safety and welfare of a child or older person
  • Applying de-escalation techniques
  • Acknowledging and clarifying information about threats to child safety
  • Proactively identifying family and domestic violence concerns at interaction points or identifying FDV cues at non interaction points
  • Identifying appropriate referrals, including opportunities for prioritisation
  • Documenting the nature and outcome of discussions
  • Returning to initiating interaction point or discussion

Privacy statement

Table 4: information and script for notifying customers that the interaction 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 proceeding with the call, I need to inform you that this call may be recorded, monitored or listened to for quality, coaching, security and integrity purposes.'

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

See Phone contact with customers table in Call and screen recording - information and access.