Quality Call Framework 111-22100000

Item

Enterprise Agreement

How it applies to Quality Call Framework

1

I5.2 Call monitoring may be used to identify learning and development needs, recognise good customer service and outcomes, and improve quality and accuracy. A fixed number of calls will be randomly selected and the individual employee's interactions with the customer will be assessed.

Business rules regarding the application of sampling for Quality Call Framework can be located in the Process tab of Operational Blueprint Quality Call Framework. The business rules relate to the number of calls to be evaluated under the Quality Call Framework Sampling Policy as well as defining a 'customer' for in scope evaluations.

To mark an evaluation as 'in scope,' select Yes to the question: Is the evaluation in scope for Quality Call Framework on the QCF evaluation form in Verint.

Oversampling:

As per 15.2 oversampling is a breach of the Enterprise Agreement.

All quality checkers are responsible to adhere to the business rules for in scope evaluations under the Quality Call Framework and not oversample staff.

2

I5.3 Employees will receive feedback on the quality of monitored calls, to reinforce positive call behaviours and identify aspects for improvement.

All monitored calls require feedback to be sent to the Service Officer. To ensure employees receive feedback, quality checkers must follow Quality Call Framework quality checking process page.

Once the evaluation has been submitted, flag this to the employee:

• Select Submit after completing all questions

Flag the evaluation:

• The evaluation flag option displays after an 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

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I5.4 Where quality, capability or performance issues are identified, an employee will be advised in writing prior to a fixed period in which additional calls are monitored.

Calls in addition to those referenced in Enterprise Agreement I5.2 can be assessed using the Quality Call Standards where quality and/or performance issues are identified for an individual, however staff must be notified:

• in writing of any additional calls being evaluated, and
• before the fixed period in which the additional monitoring occurs

This could be an email, coaching notes, or performance plans such as back on track which clearly advises the staff member that additional calls will be monitored.

The QCF evaluation form in Verint may be used to evaluate these calls and record feedback however must be marked as 'out of scope.'

To complete these additional calls in Verint, mark No to the question: Is the evaluation in scope for Quality Call Framework on the QCF evaluation form.

Item

Description

1

Question: What is oversampling?

Answer: Oversampling occurs when a staff member has had more in scope evaluations completed than is required under the Quality Call Framework (QCF) sampling policy.

The fixed number of calls for QCF is determined by the application of the sampling rules and must be adhered to. Quality checkers have a responsibility to adhere to the sampling rules when performing quality checking under QCF.

Refer to the Agency Quality Call Requirements dashboard for the number of evaluations required in the Settlement Period (SP).

Oversampling is a breach of the Enterprise Agreement.

2

Question: How do I know how many evaluations I should complete for a staff member each SP, so I do not oversample my staff?

Answer: Sampling requirements are located in the Agency Quality Call Requirements dashboard.

Where a sample rule has applied, this is the number of calls required to be evaluated as 'in scope' under QCF in the SP.

Evaluating calls before a sampling rule is applied can lead to oversampling. Although the dashboard may adjust once the staff member meets the call requirements, there is a risk that the staff member may not obtain a sampling rule (moved to higher duties/absent or does not meet the call requirements). This staff member will now be oversampled.

3

Question: What steps should I take to ensure that I do not oversample my staff?

Answer: The process for a quality checker to ensure they do not oversample is:

1. Check the Agency Quality Call Requirements dashboard noting date data has been loaded.

2. Search for staff member evaluations in Verint checking that no other calls have been evaluated on the same day and therefore not reflected in the dashboard.

3. Answer the question 'Purpose of this form' correctly with in or out of scope.

Tip: When reviewing the evaluations completed on a staff member, the call flag is presented in Verint with the number of times the call has been evaluated. This indicator can help to identify if the call has been evaluated more than once (this generally occurs when more than one quality checker is evaluating the staff members calls). Only the first evaluation will count towards the sampling requirements. Evaluating the same 'in scope' call more than once can lead to oversampling.

4

Question: Understanding the dashboard - What does each of the headings on the dashboard mean?

Answer: A staff's position number is used to identify the fields they have access to on the Agency Quality Call Requirements dashboard.

Below are examples of headings that may appear:

• Sample Rule
  The sampling rule applied to the staff member in the current SP. If minimum call requirements have not been met, the sample rule will be blank
• Rule Applied
  The date the sample rule was applied, this is based on the date the staff member met all the requirements for the rule including the minimum call requirement. (see Verint Calls/Telephony Calls)
• Evaluations Required
  where a sample rule has applied, this is the number of calls required to be listened to and evaluated as 'in scope' under the Quality Call Framework in the SP
• Evaluations Completed
  The number of in scope evaluations completed for the staff member in the SP. (Does not include any oversampled evaluations)
• Evaluations Outstanding
  The number of evaluations required to be completed. Quality checkers need to check the QCF Evaluation Completed updated to date at the bottom of the report.
• Oversampled
  Displays the excess number of evaluations where more than the required number of 'in scope' evaluations have been completed
• Verint Calls**
  Displays the number of calls recorded in Verint. This includes all in scope inbound customer calls, and all outbound calls greater than 45 seconds, excluding calls on specific queues such as technical support
• Telephony Calls**
  Displays the number of calls captured through telephony data. This includes all inbound calls and all outbound calls greater than 45 seconds. The calls will display here where the staff member does not have any recorded calls

** The call count in the Verint/Telephony Calls columns will only display one value or the other. It will not display both.

5

Question: My staff member is on a performance support plan, and I need to listen to additional calls each week? Can I use Verint to do this?

Answer: Yes, Verint can be used for the additional call requirements as set out in the performance support plan. These additional calls are 'out of scope' for QCF. To mark an evaluation as 'out of scope,' select No to the question: Is the evaluation in scope for Quality Call Framework on the QCF evaluation form in Verint.

By marking this question as no, the evaluation will not be marked as oversampled.

6

Question: If I do not get through all my evaluations this SP for my staff, can I complete the evaluations in the next SP?

Answer: No, once the SP has ended staff will have 2 days to complete any outstanding evaluations from the previous SP.

The new sampling rule will determine how many evaluations will be required for the current SP.

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Question: If I do oversample, do these evaluations count towards the next SP? or can the evaluation be deleted?

Answer: Oversampled evaluations do not count towards the next SP.

Evaluations can be excluded from reporting on the agency dashboard and SmartCoach that are:

• disputed
• have incorrect information, or
• exceptional circumstances including privacy concerns

The evaluation will not be deleted in Verint.

Rule Number

Rule Code

Minimum Call Requirement

Description

Evaluation Requirement

1

SDPR

3 calls made or received

Service Delivery Partners requirement

Only applies to Service Delivery Partners.

3

2

UNDP

0

End of Settlement Period overlap

Only applicable first 2 days of the new settlement period while previous settlement period is finalised.

0

3

UNDS

5 calls made or received

Under sampled in previous Settlement Period

Applied when sampling requirements were not met in the previous settlement period, and either:

• staff member has one or more non quality calls in the most recent 6 evaluations, or does not have 6 evaluations in the last 6 settlement periods - requirement will be 3, or
• staff member has 6 evaluations in the past 6 settlement periods with no non quality calls - staff member will retain previous sampling requirement

3 or previous SP requirement

4

NEWS

5 calls made or received

New Starters

Employment commencement is within 8 months of current settlement period start date.

3

5

LCVO

5 calls made or received

Low Call Volume

Staff member has made or received less than 100 calls with no evaluations over the last 6 settlement periods.

3

6

NOE2

20 calls made or received

No Evaluations Past 2 Settlement Periods

Staff member has no evaluations in last 2 settlement periods.

3

7

NOT6

5 calls made or received

Less than 6 Evaluations

Staff member has less than 6 evaluations in previous 6 settlement periods.

3

8

ERR2

20 calls made or received

2 or more Non Quality Calls

Staff member has 2 or more non quality calls in 6 most recent evaluations.

3

9

ERR1

20 calls made or received

One Non Quality Call

Staff member has one non quality call in the 6 most recent evaluations.

2

10

ERR0

20 calls made or received

Zero Non Quality Calls

Staff member has no non quality calls in the 6 most recent evaluations.

1