monitoring certifications

[Ricki]

Hello everyone,
I have recently produced some new monitoring form for our company, they are quite a bit different then the ones we are currently using. I was thinking about doing some kind of monitoring certification training, where we would listen to pre-recorded calls and be able to monitor the calls together then do collaborations. Have any of you done any kind of monitoring certifications? Could you give me some ideas or even if it was really effective?

Thank you,
Ricki

[jjarecki]

Ricki -

A robust monitoring program is essential to moving up to the next level of service excellence... and "certification" will ensure the integrity of your program. This process is typically called "calibration," telegraphing the idea of regularly checking a weights and measures sytem.

When I support clients in this type of initiative, we follow this step-by-step protocol:

1. Review your quality measures to ensure that they support your center's mission, are acheivabale on most calls, are clearly defined, and rigorously trained.

2. Develop a quality monitoring key, which provides the "what, how and why" of each measure. This is the bible for your CSRs, trainers, supervisors and the monitoring team. Take your time in developing this guide -- you don't want to change it without an overwhelming reason (and this will happen!).

3. Designate one person as the "Quality Guru." This person must have an unassailable grasp of what constitutes the proper interpretation of each measure.

4. Assign 3 pre-recorded calls to the monitoring team for scoring -- which the Quality Guru must also score. To minimize time during the calibration session, make this a pre-session assignment. Each member should monitor independently of the others.

5. The scoring system should be simple: yes, no, not applicable. Each measure should have the same point value, adding up to 100% if all measures are achieved. Score not applicable as yes. For example, if your quality form has 25 measures, each measure is worth 4 points. If you score the call yes on 18 measures, no on 6 and n/a on 1, the score is 76%. (If you wish to assign different weights to specific measures, wait until your calibration system is more evolved -- otherwise, you'll spend nonproductive time trying to arrive at the weights.)

6. If your recording system has a calibration function, bring printed copies of the reports for each call to the session. Everyone should bring copies of their scoresheets and the quality monitoring key.

7. Prior to the session, set up your equipment and ensure that the recorded calls are clear and the volume is loud enough for the entire room to hear.

8. During the session, play call #1 to refresh the monitoring team. Starting with measure #1, review each measure on which there was a variance, that is, disagreement with the Quality Guru's score, or with other members of the monitoring team. Use the quality monitoring key as reference for scoring decisions. Discuss each variance until each monitoring team member agrees. If you hit an impasse, the Quality Guru rules and the others must acquiesce, as nothing will hurt a quality program more than disagreement from the monitoring team. Note: the Quality Guru may be persuaded to change her/his answer.

10. Plan on each call taking 45 minutes to calibrate when you start a calibration program. (The time will decrease as the team develops a clearer understanding of the quality monitoring key and closes the variances.)

11. Determine the variance for each monitoring team member. For example, if the Quality Guru's scores are 75, 80, 50, 95 and 80, the average base score is 76%. If Pat scored her five calls as 80, 85, 70, 100 and 90%, her average score is 85%. Pat's variance from the Quality Guru's score is 9.

12. Attention to the variance is critical to calibration. To start, a minimum variance of 10 is recommended as the goal. As the program develops, the acceptable variance should be reduced to 5 or less. Acheiving a designated variance should be part of the each monitoirng team member's performance review.

13. After each calibration session, a designated team member should write a short report on the measures that generated the most discussion and/or needed clarification from the Quality Guru and circulate it to the monitoring team. This will ensure better adherance for future monitoring activity.

14. Weekly calbration sessions for the entire monitoring team are recommended. When the identified variance goal is met by individual team members, they need only attend on a monthly basis. It is crucial that calibration is an on-going process, not an event.

15. If a monitoring team member does not meet the minimum variance goal, the Quality Guru should spend one-on-one time with this person, revewing the quality monitoring key and calibrating additional calls.

16. If the interpretation of a measure changes/evolves as a result of the calibration sessions, or due to other events in the center, the change must be clearly communicated to all CSRs, trainers, supervisors and the monitoring team. Caveat: make changes judiciously and providesolid reasoning for the change, or you risk credibility.

17. As variance scores decrease, you will know you have been successful!

Ricki, if you need additional assistance, please email me:jjarecki@wi.rr.com. And good luck in this challenging initiative!

[Ricki]

Wow jjarecki,
Thank you sooo much for all the information, I have started some calibration sessions, but I think after reading your reply there are a few things we could do different.

I can't thank you enough for your response
Thank you,
Ricki

[jjarecki]

Ricki -

I'm so glad you found that information helpful. It sounds like you have definite goals, a ton of energy and solid commitment. Please call me if I can be of help -- don't worry, the meter won't be running -- it's just such a pleasure to speak with someone with your enthusiasm!

JoAnne Jarecki
Premier Consulting
262.370.7374