Quality Call Framework 111-22100000

The Quality Call Framework establishes 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.

Embedded in the Quality Call Framework is the guiding principle that it will enhance customers' experience and achieve the right outcome 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 identify areas for improvement.

The Quality Call Framework’s evaluation model sets out a specific set of requirements that define the components of a quality call. These components are used to measure the quality of the interaction between the agency and its customers. A standardised process and evaluation form gives accredited quality checkers the ability to evaluate each phone call objectively and consistently.

The model, against which calls are evaluated, includes:

• 2 Quality Call Measures:
• Quality Call Quality Customer Experience, and
• Quality Customer and Government Outcomes
• 5 Quality Call Standards

Within each of the 5 standards, there are elements and criteria that help define that standard and support the evaluation of the call. All 5 of the Quality Call Standards form part of every quality check.

See also Quality Call Standards.

Sampling for the Quality Call Framework is:

• conducted by settlement period, and
• based on the business rules for sampling

See the Process page for details about sampling policy business rules.

All staff who undertake customer inbound or outbound phone calls across Services Australia will have their call work evaluated within the framework, regardless of:

• classification
• employment status (such as ongoing, non-ongoing, casual), or
• work type

Evaluations can be undertaken by listening side-by-side/remotely or by recordings.

Staff seeking to become quality checkers must undertake an accreditation program to make sure they have the right skills, attributes and knowledge. Quality checkers are selected by their business team based on operational need.

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

All quality checkers must complete a calibration activity (minimum one calibration call) within 3 months of completing accreditation or annual reaccreditation. If 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 needed.

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 previously quality checked.

Business teams are responsible for:

• coordinating the national accreditation program for quality checkers
• ensuring only accredited quality checkers undertake quality checking
• facilitating Calibration and Aim for Accuracy activities and exercises
• facilitating business process improvement suggestions
• using management information and quality reports to:
• identify, assess and evaluate the impact of errors
• ensure corrective action is taken as needed
• adhering to the sampling policy
• seeking approval for any variation to the sampling policy and maintaining records of these
• engaging with the business owner of Smart Tools as needed
• making sure all staff are aware of the Operational Blueprint messaging, which advises that their calls may be monitored for quality assurance

Quality checkers are responsible for:

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

As per Part I, Clause I5.2 of the Services Australia Enterprise Agreement 2024-2027, staff phone calls may be monitored for quality evaluation. See the Resources page for a link to the Agreement.

Staff must be notified in writing of any additional calls that are being evaluated outside of the Quality Call Framework. See the Process page for sampling rules.

The Quality Call Framework requires Services Australia to evaluate the calls of staff to:

• ensure quality of service
• identify areas for improvement
• inform business decisions