For side-by-side listening/Remote/Real Time Monitoring, select the next call that presents to the staff member
For all recording interactions, select an interaction at random with a date using the current settlement period
As per sampling business rule 4, in scope interactions are where an interaction takes place between a Services Australia staff member and an external customer
Interaction length:
Child Support Smart Centres, 3 - 40 minutes Note: calls less than 3 minutes can be used where appropriate for the business line, for example, Employer Services. Calls more than 40 minutes can be used in special circumstances, where business needs and individual circumstances are deemed appropriate
Note: evaluations for each settlement period must be submitted in Verint by the 2nd business day of the following settlement period.
If using manual forms:
transfer details to the online form within 7 calendar days of the quality check and no later than the 2nd business day of the following settlement period
All questions in the evaluation form must be answered.
Answering Yes to each question under the Quality Contact Standards will indicate that the element and all criteria have been met
Answering No will indicate that the element has not been met. Select the criterion that has not been met. Answer all criteria and provide feedback
If answering No to the privacy and secrecy question, check what action to take. See the Privacy and Secrecy intranet page 'Report a privacy incident' tile.
5
Evaluate interaction - interrupting an interaction, authentication and POI
Interrupting an interaction
This is appropriate in limited cases when:
there is a potential breach of the customer's privacy or secrecy
a staff member displays offensive behaviour towards the customer, for example, swearing, or
there is a security incident
Authentication
Access to this information is the same for all methods of listening. For all recorded interactions, the authentication level displays in the search results in Verint.
Authentication and FslverEnrolmentStatus fields in Verint match up with the authentication colours on Services Australia Workspace for the staff member:
0 + CPP Enrolled or FS Enrolled = Red CRN was entered and an error occurred during authentication A voiceprint has been registered
0 + Not Enrolled = Red CRN was entered and an error occurred during authentication No voice print has been registered
0 + Not Present or is missing = Amber No CRN was provided
1 + Not Present or is missing = Amber CRN was entered but no attempt was made to authenticate
1 + Not Enrolled or CPP Enrolled = Amber
2 + Not Enrolled = Green Authenticated with a PIN No voice print has been registered
2 + CPP Enrolled or FS Enrolled = Green Authenticated with a PIN A voice print has been registered
3 + CPP Enrolled or FS Enrolled = Green Authenticated with a PIN or voice print
Service Officers must follow the relevant process for authentication found in:
Where the correct authentication processes have not been followed, quality checkers must submit a Privacy Incident Notification (PIN) if there is a risk that a Service Officer is speaking to someone other than:
the owner of the record; or
an authorised representative
This includes where the Service Officer:
updates information
provides access to a record, or
discloses personal information from a record
Proof of identity (POI)
For call recording, a staff member can update the POI field at any stage during the call.
When evaluating if POI requirements are met, check if the call originated from a transfer before considering the POI field.
Does the POI field in Verint match up with the details on Services Australia Workspace for the staff member receiving the transfer?
Yes, full POI was completed before transfer
No/Blank, POI was not completed before transfer
6
Staff safety
When undertaking quality checking of interactions, if customer aggression or counterproductive behaviour is identified it may be appropriate to check in with staff to ensure:
their safety is supported, and
the correct reporting mechanisms are applied
Incident identified by:
Quality checker - non line manager
Add remark in Verint with 'Incident Identified' and add time of incident in interaction
This will allow line manager to follow up
Quality checker - line manager - to ensure staff are supported, refer to:
If the quality checker is affected by an incident of customer aggression during the evaluation:
debrief with a manager, or
see Health and Safety Hub internet page for support. The Resources page contains a link to this page
7
Evaluation feedback
Give effective feedback to the staff member on the interaction:
what worked well
how the criteria were met or not met
corrective action and areas of improvement, if required. Include reference to Operational Blueprint
information about any interrupted calls
See the Resources page for a presentation on giving feedback.
Do not include personal information in free text fields. This is information about a person that meets the definition of 'personal information' in the Privacy Act. Examples include names, dates of birth, addresses or any information that could be used to identify a person.
Complete the evaluation feedback field with free text that complies with the Quality Checking Feedback Policy.
8
Complete the evaluation
Submit the evaluation
Select Submit after completing all questions
Flagging the evaluation is mandatory and is to be completed at the time of the evaluation being recorded.
The evaluation flag option displays after the evaluation is submitted
Select the flag icon and select the Forward to Employee checkbox
This will send an email to the staff member with a link to the evaluation
Remark the interaction
Add a remark to the interaction to alert other quality checkers that the interaction has been evaluated under the Quality Contact Framework
Use a remark that identifies the quality checker and that it has been assessed under the Quality Contact Framework. For example, QCF_ABC123
In Verint, the Remark icon is on the right side of the interaction details. To see it, hover the mouse over that section
In Verint, select the calibration interaction and calibration form relevant to the business area. To check this information, select 'Aim for Accuracy and Calibration' in the Quality Contact Framework SharePoint - Aim for Accuracy and Calibration.
Evaluate the interaction against each element and respond to each question.
Answer all questions in each tab on the online evaluation form:
Customer Experience
Business Outcomes
Compliance Adherence
For help with the privacy and secrecy element, see the Resources page.
Answering Yes will indicate that the element has been met. There are criteria to the right of the element on the online form to help with decisions.
Answering No will indicate that the element has not been met. Select the criterion that has not been met. Give an answer for all criteria.
In an Aim for Accuracy check, quality checkers will also answer questions to record if the original check and original feedback is correct.
5
Giving feedback
Give effective feedback on the interaction checked:
what worked well
how the criteria were met or not met
corrective action and areas of improvement if required. Include reference to Operational Blueprint
information about any interrupted interactions
See the Resources page for a presentation on giving feedback.
Calibration
Evaluation Feedback: free text that complies with the Quality Checking Feedback Policy
Aim for Accuracy
Aim for Accuracy Comparison Result: select whether there has been a variation to the original result
Aim for Accuracy Comparison Feedback: free text that complies with the Quality Checking Feedback Policy
Do not include personal information in free text fields. This is information about a person that meets the definition of 'personal information' in the Privacy Act. Examples include names, dates of birth, addresses or any information that could be used to identify a person.
6
Submit evaluation tab
Submit after each check.
The Aim for Accuracy check will send an email to the original quality checker. The email contains a summary of the element results and the feedback entered on the Evaluation Feedback tab.
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