Quality Contact Framework quality checking 111-22010000

Identify the staff member:

• 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
  • Payment Assurance Operations Division, 1 - 40 minutes
  • Smart Centres, Operations Division, 0 - 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 interaction to be evaluated?

• From a call recorded in Verint, go to Step 2
• From side by side, go to Step 3

Go to the Interactions menu option and select search.

Locate the staff member and interaction to evaluate.

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

For help with locating and listening to interactions, see Service Delivery Quality and Evaluation > Quality Contact Framework site.

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 interaction was evaluated.

Select Go to display the evaluation form.

Evaluate the interaction against each Quality Contact Standard and respond to each question.

For more information about each standard, refer to Quality Contact Standards.

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.

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 voiceprint 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 voiceprint has been registered
• 2 + CPP Enrolled or FS Enrolled = Green
  Authenticated with a PIN
  A voiceprint has been registered
• 3 + CPP Enrolled or FS Enrolled = Green
  Authenticated with a PIN or voiceprint

Service Officers must follow the relevant process for authentication found in:

• Authenticating a Centrelink customer
• Authenticating a Medicare customer
• 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

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:
  • Customer aggression - Staff support
  • Customer aggression - Reporting and recording incidents

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

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.

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

Procedure ends here.