quality assurance, employee engagement and incentive the missing link using smart to create a...
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Quality Assurance, Employee Engagement and Incentive
The Missing Link Using SMART to create a quality assurance
measure Creating Incentive Program based on resources Discussion and Group Activity
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Quality Assurance – a program for the systematic monitoring and evaluation of the various aspects of a project, service, or facility to ensure that standards of quality are being met
Employee Engagement – a high level of employee involvement, commitment to the organization and job satisfaction.
Incentive – that which moves or influences the mind, or operates on the passions, to motivate
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Between Quality Assurance and Employee Engagement
Evaluation!
Monitoring is essential, but an evaluation is vital› Weekly, monthly, quarterly› Yearly is not enough – too late
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Specific: Choose clearly focused goals.
Measureable: Involve quantifiable activities so that progress tracking can be easily determined and expressed.
Attainable: Create realistic goals that push participants towards achieving them.
Related: Incorporate the program so that it lines up with the company’s mission and/or job functions and duties.
Time: Be specific in the time frame of the program.
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An incentive program is used to motivate, promote or encourage specific actions or behavior by a specific group of people during a defined period of time.
Types of Incentive Rewards› monetary, time, items, trips, events, etc…
Examples from our call center› 2 hour lunch, 1 hour late to work, 1 early from work,
casual dress
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Have you implemented a similar program? What worked? What didn’t work? Questions?
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Form a group with people from other states Talk about your call center with one another Identify measurable expectations
› Remember, your call center is different from others around you. This means your goals may be unique to only your call center.
Keep an open mind
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Contact InformationLyndsey Brangan, CRS, Director of 2-1-1 Texas Services
2-1-1 Texas/ United Way of the Brazos [email protected]