Quality Call Framework quality checking 111-22010000

The Quality Call Framework provides a single set of quality expectations to ensure phone services delivered by Services Australia are of a high quality and meet the expectations of customers and government. It is an integrated approach to quality checking through the consistent assessment of national Quality Call Standards.

Quality checking measures a call against the Quality Call Standards.

All staff who undertake customer inbound and or outbound phone calls across Services Australia will have their call work evaluated within the framework. This is regardless of their classification, employment status (such as ongoing, non-ongoing, casual) or work type. Quality checking can be undertaken by listening side-by-side/remotely or by recordings.

The number of calls to be evaluated is determined by the sampling requirements as outlined in Quality Call Framework.

Where call recording is implemented, a minimum of 30% of the evaluation sample size for each branch (in each settlement period) must be evaluated by listening to recorded calls.

Calibration measures the variation in the application of the Quality Call Standards. Calibration exercises and activities give business teams information to drive consistent outcomes and continuous improvement.

Staff participating in calibration exercises or activities must be accredited as a Quality Call Framework quality checker.

All quality checkers must complete a calibration activity (minimum one calibration call) within 3 months of completing accreditation or annual reaccreditation. Where calibration has not been completed within the required timeframe, accreditation/reaccreditation will be revoked and access to online forms will not be available.

Business teams can complete additional targeted calibration exercises as required.

Aim for Accuracy provides assurance of the integrity and reliability of quality checking results.

Business teams facilitate an Aim for Accuracy exercise where it is possible to re-evaluate an end-to-end call that has been quality checked.

Quality and Aim for Accuracy Checkers are responsible for:

• evaluating the call against the Quality Call Standards
• identifying business improvement opportunities
• providing feedback that focuses on aspects of the call that were done well and identifies areas for improvement
• capturing the results of the evaluation in the system
• ensuring the results of the evaluation are provided to the staff member
• not checking their own work
• maintaining privacy and secrecy when handling customer and staff information, in accordance with the Privacy Act 1988
• undertaking a calibration activity (minimum of one calibration call) within 3 months of completing accreditation or annual reaccreditation
• participating in Aim for Accuracy as required

When a staff member disagrees with the evaluation outcome, it should be discussed with their immediate supervisor. Business teams are responsible for setting the dispute management process for staff and quality checkers.