Quality Call Standards 111-17080900

The Quality Call Framework establishes a single set of quality expectations to ensure phone services delivered by the agency 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.

Embedded in the framework is the guiding principle that the experience of customers will be enhanced and the right outcome will be achieved for customers and government.

The 2 key quality call measures are:

• Quality customer experience, and
• Quality customer and government outcomes

Focusing on these measures helps the agency understand what is working well and identifies areas for improvement.

These standards ensure that wherever phone services are provided, calls are measured the same way. There are 5 standards aligned to the 2 measures that cover specific components of a call.

Within each standard, there are elements that help define that standard. Each element is accompanied by a related question and set of criteria that support the evaluation of a call.

Measure 1: Quality Customer Experience measures the agency's interaction with customers.

• Quality Call Standard 1 - Customer service: listening and communicating with the customer in a professional manner
• Quality Call Standard 2 - Contact resolution: providing a complete and tailored solution for the customer
• Quality Call Standard 3 - Quality information: providing consistent and accurate information to the customer

Measure 2: Quality Customer and Government Outcomes measures adherence to the agency's procedures and processes.

• Quality Call Standard 4 - Agency instructions: adhering to agency instructions
• Quality Call Standard 5 - Processing accuracy: accurate processing of information provided to the agency