2010 NAQC Webinar Series Building Blocks for Improving Quality: Topics and Tools for Quitlines

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1 2010 NAQC Webinar Series Building Blcks fr Imprving Quality: Tpics and Tls fr Quitlines Call Center Metrics: Essential Elements fr Ensuring Quality Hw t Jin the Webinar n Wednesday Please use the link belw t attend this nline webinar using Micrsft Office Live Meeting. Please use the dial-in infrmatin belw t cnnect with yur phne: Telephne number: 1 (877) Participant cde: FIRST-TIME USERS T save time befre the webinar, check yur system t make sure it is ready t use Micrsft Office Live Meeting. TROUBLESHOOTING Unable t jin the webinar? Fllw these steps: 1. Cpy this address and paste it int yur web brwser: 2. Cpy and paste the required infrmatin: Meeting ID: 3JN9C4 Entry Cde: 7z<Jb@Zq5 Lcatin: If yu still cannt enter the webinar, cntact supprt: Hw t Jin the Webinar n Friday Please use the link belw t attend this nline webinar using Micrsft Office Live Meeting. Please use the dial-in infrmatin belw t cnnect with yur phne: Telephne number: 1 (877) Participant cde: FIRST-TIME USERS T save time befre the webinar, check yur system t make sure it is ready t use Micrsft Office Live Meeting. 1

2 TROUBLESHOOTING Unable t jin the webinar? Fllw these steps: 1. Cpy this address and paste it int yur web brwser: 2. Cpy and paste the required infrmatin: Meeting ID: R6R8QC Entry Cde: qbh5#dc>z Lcatin: If yu still cannt enter the webinar, cntact supprt: Wednesday, February 3, :30 PM ET 5:00 PM ET Webinar Agenda 3:30 PM 3:45 PM Welcme and Intrductins Purpse and Scpe f Call Center Metrics: Best Practices in Perfrmance Measurement and Management t Maximize Quitline Efficiency and Quality Tamatha Thmas-Haase, MPA Manager, Training and Prgram Services Nrth American Quitline Cnsrtium 3:45 PM 4:15 PM Authr s Intrductin t the Draft Penny Reynlds Funding Partner The Call Center Schl 4:14 PM 5:00 PM Q & A and Discussin Member Feedback n First Draft All Friday, February 5, :30 PM ET 2:00 PM ET 12:30 PM 12:45 PM Welcme and Intrductins Purpse and Scpe f Call Center Metrics: Best Practices in Perfrmance Measurement and Management t Maximize Quitline Efficiency and Quality Tamatha Thmas-Haase, MPA Manager, Training and Prgram Services Nrth American Quitline Cnsrtium 2

3 12:45 PM 1:15 PM Authr s Intrductin t the Draft Penny Reynlds Funding Partner The Call Center Schl 1:15 PM 2:00 PM Q & A and Discussin Member Feedback n First Draft All 3

4 2010 NAQC Webinar Series Building Blcks fr Imprving Quality: Tpics and Tls fr Quitlines Call Center Metrics: Essential Elements fr Ensuring Quality Objectives, Instructins and Tips fr Ensuring a Successful and Prductive Webinar Webinar Objectives During this webinar participants will hear a presentatin by the authr f Call Center Metrics: Best Practices in Perfrmance Measurement and Management t Maximize Quitline Efficiency and Quality including highlights frm the draft paper and participate in a facilitated discussin f the paper s strengths and weaknesses. Tips fr Ensuring a Successful and Prductive Webinar Each webinar will include NAQC members and guests. Fr this reasn, and in rder t ensure that the webinar is as effective as pssible, we ask that yu adhere t the fllwing: Befre the webinar: Remember, these calls are reserved fr NAQC members nly. Please d nt frward dial-in infrmatin t clleagues wh are nt members. Nn-members are able t participate in the webinar but must pay a registratin fee. Please try t test yur cnnectin t the webinar applicatin at least ne day prir t the sessin t trublesht any technical issues. Review the backgrund materials fr the webinar. T access all webinar materials please visit the NAQC calendar n the member-nly site, click n the date f the webinar fr which yu are registered and dwnlad the apprpriate dcuments. During the webinar: Please cnnect t the webinar and telecnference line several minutes befre the start time. Please keep yur phne n mute in rder t keep backgrund nise t a minimum. IF YOU DO NOT HAVE A MUTE FUNCTION ON YOUR PHONE, PLEASE PRESS *6 TO MUTE/UNMUTE YOUR PHONE. THANKS! Please d nt use the hld buttn n yur phne during the webinar, as it will play hld music r beeps audible t ther participants. Instead, use yur phne s mute r mic buttn. If there is an emergency, feel free t hang up and call back. State yur name and rganizatin befre asking a questin r making a cmment. Please questins r cmments that yu wuld like addressed t tthmas-haase@naquitline.rg r please feel free t state yur questins and cmments during the sessin. If yu need technical assistance, press *0 t speak t the peratr. 4

5 After the webinar: A link t a nline evaluatin survey will be ed t yu fllwing the webinar. Please take a few minutes t cmplete the survey s that we can cntinue t imprve the webinar series. Ten Grund Rules fr being an Effective Virtual Meeting Participant 1. Only attend when I am willing and able t fully shw up. Being a bystander is a waste f everyne s time. 2. Cme prepared. Ask fr an agenda and handuts ahead f time. Schedule 15 minutes t prepare fr the meeting/webinar if I dn t need it I can have the time back. D the pre-wrk. Make ntes and be ready with questins. 3. Test the technlgy ahead f time. Lg in the day befre t ensure full access t whatever nline technlgy is being used. Check my headset. 4. Turn up early. Put the web address and telecnference details in my calendar. Set the reminder 15 minutes ahead f the call. 5. Remve distractins. Schedule a quiet place t participate frm. Clear my desk and cmputer desktp. Turn ff & instant messaging. Put my cell phne aside. Put a nte n my ffice dr. 6. Take respnsibility fr my wn participatin. Dn t plan t d any catch up activities during the call. If I catch myself multi-tasking, clse my eyes and listen. Avid side cnversatins whether in the rm with clleagues r in an nline chat space. 7. Be aware f air time. Fully participate while allwing thers t d the same. Speak my name befre making a cmment. 8. Be aware f wh else is n the call. Make a nte f thse asking interesting questins r cntributing prvcative cmments. Wh d I want t cnnect with again after the call? 9. Supprt the facilitatr. Laugh at jkes, acknwledge questins, pay attentin. Keep ff mute when pssible. 10. Have high expectatins. D a mental evaluatin at the end f the sessin. Send ff a quick t the facilitatr thank them fr what wrked well; make cnstructive requests fr future events as needed. Frm: 5

6 2010 NAQC Webinar Series Building Blcks fr Imprving Quality: Tpics and Tls fr Quitlines Call Center Metrics: Essential Elements fr Ensuring Quality Additinal Resurces That May be f Interest The Call Center Schl prvides a wide variety f tls and resurces t supprt tday's call center prfessinal including: Bkstre. Visit the nline bkstre where yu'll find a wide variety f call center management bks and resurces. QuikStaff. Dwnlad this handy tl t calculate staff requirements and service tradeffs. Articles and White Papers. Brwse thrugh an extensive library f articles and white papers written by The Call Center Schl's faculty members. Tpics include frecasting and scheduling; management strategies; training and develpment; perfrmance management; and tls and technlgy. Tips. Check here fr practical tips in the daily peratin f yur center. Glssary. Figure ut that acrnym r cnfusing term with the extensive nline glssary f call center terminlgy. Free Assessments Test yur knwledge! Take ne f the assessments and they will yur scres t yu at n charge. Partners. The Call Center Schl's training prgrams are available in cuntries arund the glbe. This site includes the fllwing articles related t call center metrics: Why D Yu Need Call Center Metrics? Metrics Map fr a Call Center s Effectiveness n Its Way t the Tp Key Perfrmance Indicatrs fr the Call Center Business An Explanatin f Call Center Dashbard Call Center KPIs and CRM Screcard Are Truly Wrth Mentining Sftware BSC Designer and Business KPIs Are the Mst Prlific Tls t Enhance Call Center Prductivity Understand The Value f Call Center Metrics 6

7 Diverse Methds T Imprve Call Center Efficacy Cst-effective Ways f Imprving Call Center Efficiency Cst-effective Ways f Imprving Call Center Efficiency This web address links t an article by Lisa Renda, Managing Call Center Quality. 7

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