Quality Call Framework quality checking 111-22010000

Quality checkers must set the default evaluation form for their business team:

• Locate the username in the top right corner of Verint and select preferences
• Go to the Interactions tab
• Select the form to be set as a default

Customise the Interaction Search Results view to check if a call has been evaluated under the Quality Call Framework:

• Go to the Interactions menu heading and select Search
• Execute an interactions search to display calls

Customise the view

• Select the down arrow next to any of the displayed columns
• Select columns. This will display all columns that can be added to a quality checker's view
• Select both the Remark and Number of evaluations options

This will make sure that if a quality checker has failed to ‘remark’ a call, it will display the number of evaluations completed.

Identify the staff member:

• For side-by-side listening/Remote/Real Time Monitoring, select the next call that presents to the staff member
• For Call Recording, select a call at random with a call date using the current settlement period
• As per sampling business rule 4, in scope calls are where an interaction takes place between a Services Australia staff member and an external customer
• Call 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
• Payment Assurance Operations Division, one - 40 minutes
• Smart Centres, Operations Division, zero - 60 minutes

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
• store manual forms as per Record Management Policy

How is the call to be evaluated?

• From a call recorded in Verint, go to Step 2
• Any other method, go to Step 3

Go to the Interactions menu option and select search.

Locate the staff member and call to evaluate.

Select the start time hyperlink to expand the interaction and display the evaluation form.

For help with locating and listening to calls, see the Service Delivery Quality Centre.

Go to Step 4.

Go to the Interactions menu option and select Evaluate.

Select the staff member to evaluate.

Amend the start and end date and time to the date and time the call was evaluated.

Select Go to display the evaluation form.

Evaluate the call against each Quality Call Standard and respond to each question.

• 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. For help with privacy and secrecy, see the Resources page for a user guide

Answer all questions in the evaluation form.

Answering Yes to each question under the Quality Call 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.

Interrupting a call

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 call recording, 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 = 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:

• Authenticating a Centrelink Customer
• Authenticating a Medicare Customer, or
• Authenticating a Child Support customer

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

Give effective feedback to the staff member on the call:

• 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.

Do not include individual staff feedback in this section.

Has a business process improvement idea been identified?

• Yes, select Yes and:
• complete the extra questions that present
• select the most appropriate category relating to the idea
• add details in the free text field about the idea
• go to Step 8
• No, go to Step 8

Submit the evaluation

• Select Submit after completing all questions.

Flag the evaluation

• The evaluation flag option displays after the evaluation is submitted
• Select this icon and select the Forward to Employee checkbox
• This will send an email to the staff member with a link to the evaluation
• If not selected now, the flag can be added later by opening the evaluation

Remark the call

• Add a remark to the call to alert other quality checkers that the call has been evaluated under the Quality Call Framework
• Use a remark that identifies the quality checker and that it has been assessed under the Quality Call Framework. For example, QCF_ABC123
• In Verint, the Remark icon is on the right side of the call details. To see it, hover the mouse over that section

Procedure ends here.