Cose QA Presentation

Member ServicesQuality Assurance

Background Story

• COSE the Council of Smaller Enterprises

• Provides support to small business owners• Networking & Education• Products & Services

• The Greater Cleveland Chamber of Commerce

Background Story Cont’d.• The Member Services team consists of 7 staff

members and a manager

• MS team members employ excellent problem solving skills to provide resolutions quickly to inquiries received via phone, email, and written correspondence• 3 General Service Specialists• 4 Insurance Specialists

• Micro Call Center

Existing Quality Assurance Program

• Included a QA Monitoring Sheet

• Included Random Call Selection

• Included a One-On-One review

• Included QA Call Tracking

• QA Program was facilitated by a staff member

QA Skills

• Dialogue• Communication Skills• Procedures• Call Resolution• Member Engagement

SUPPORTING THE CAUSE…

Lori Phillips

Thank you so much Lori for your quick response. You have been very helpful!!!!!!It 's wonderful to connect to a person and a voice on the phone AND get a quick response!Thanks again and have a wonderful day!

Debbie HocevarSani-Draft Company

Sincere HELPFUL Accessible Resourceful ResPonsive

THANK YOU!

COSE SHARP Values

Sincerity

Helpfulness

Accessibility

Resourcefulness

ResPonsiveness

QA Scoring

Additional QA Components

• QA Program is facilitated by a supervisor

• In addition to the random calls selected by the supervisor, each staff member is required to select and submit a given number of his/her own calls for QA monitoring

QA Monitoring Structure

• The manager selects 6 calls per month for each staff member.

• 3 calls are selected prior to the 10th and reviewed with the employee prior to the 15th of the month.

• 3 calls are selected between the 15th and 25th and reviewed with the employee prior to the end of the month.

QA Monitoring Structure – con’t.

• The individual employee selects 4 of his/her own calls per month.

• 2 calls are submitted 10th and reviewed with the employee prior to the 15th of the month.

• 2 calls are submitted between the 15th and 25th and reviewed with the employee prior to the end of the month.

QA Monitoring Structure – con’t.

• Each employee has a total of 10 calls per month that are reviewed for QA.

• 5 calls for the first half of the month and 5 calls for the second half of the month.

• The review of the recorded call, the review of the QA monitoring sheet and the one-on-on coaching conducted with the employee and the manager is the foundation of the QA program.

• Total Possible QA Points = 100

• Acceptable QA Standard = 92

• Average required to qualify for Incentive = 95

QA Incentive Program

QA Monthly Award

For Individual Achievement

95%

74%

92%

92%

92%

92%

92%

92%

92%

Questions?

Cose QA Presentation

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Transcript of Cose QA Presentation