mystery call project 2011 results & action items annual airs conference * new orleans * may 21,...
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Mystery Call Project 2011Results & Action Items
Annual AIRS Conference * New Orleans * May 21, 2012
1
Project Details
Basic premise
Project logistics
Call scenario
What we were looking for
Final report
2
Results
2010 project = baseline results
2011 results similar to 2010
Performance worse in some areas
3
Results Highlights
Did the I&R
Specialist give their own name
(e.g. “Good morning, my
name is Jenny”)?
% of responses
2010
# of responses
2011
% of responses
2011
Yes
31%
108
48%
No
69%
116
52%
4
Results Highlights
Did the greeting include an offer
to help?
% of responses
2010
# of responses
2011
% of responses
2011
Yes
77%
170
76%
No
23%
54
24%
5
Results Highlights
Did the I&R
Specialist paraphrase the
requested services for
clarification and confirmation?
% of responses
2010
# of responses
2011
% of responses
2011
Yes
61%
104
46%
No
39%
119
53%
6
Results Highlights
Were you
thanked for calling?
% of responses
2010
# of responses
2011
% of responses
2011
Yes
69%
112
50%
No
31%
112
50%
7
Results Highlights
Did the call
specialist invite you to call again
in the future?
% of responses
2010
# of responses
2011
% of responses
2011
Yes
54%
101
45%
No
46%
124
55%
8
The Challenge
Improving the Caller Experience:
1.Uniform greeting
2.Accurate assessment of caller’s needs
3.Closing
9
Action Item#1: The Greeting
Greeting & speed of answer first
impression
“You had me at hello”
The basics:
Welcome the caller
Clarify agency name
Provide first name
Offer assistance
Practice!10
Action Item #2: Assessment
Establish rapport (e.g. the greeting)
Gather information
Define need
Identify caller characteristics
Problem-solve
Summarize need & establish next steps11
Action Item#3: The Closing
Does the caller have other needs that have
not yet been addressed?
Thank the individual for calling
Remind caller of center’s hours of operation
Encourage caller to call back if referrals do not
work out
12
Benefits of Internal Mystery Calls
Caller experience perspective
Measure of quality
Identify areas of needed improvement
Success stories
Hands-on demonstration of service
13
Steps to Implementation1. Identify appropriate mystery callers2. Create call scenarios3. Decide on quality indicators to measure4. Train mystery callers5. Debrief6. Report results to leadership team 7. Discuss results with staff in team meetings8. Set goals, repeat, and track improvement
14
Questions?Karen Turgeon2-1-1 Mainekturgeon@211maine.org
Janice HarrisCommunity Service Council of Greater Tulsajharris@cstulsa.org
Alana KroeberUnited Way of CT/2-1-1alana.kroeber@ctunitedway.org
15
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