QUALITY ASSURANCE FOR HELPLINES
Quality assurance for a helpline involves implementing processes and protocols to ensure that callers receive consistent, accurate, and helpful assistance. Some key components of quality assurance for a helpline may include:
?Training: Regular training sessions for helpline staff on active listening, empathy, de-escalation techniques, and effective communication skills. You know were to find us, if you need any assistance with this ?
?Call monitoring: Supervisors or quality assurance team members listen in on calls to evaluate the performance of helpline staff, provide feedback, and identify areas for improvement. Depending on the call volume and whether the service is delivered by a paid team or volunteers, this could be monthly, quarterly or every six months.
?Standard operating procedures: Establishing clear guidelines and protocols for responding to different types of calls, ensuring consistency in service delivery. Robust and comprehensive policies to include on safeguarding, confidentiality, GDPR, complaints, equality and diversity, disciplinary and recruitment.
?Feedback mechanisms: Encouraging callers to provide feedback on their experiences with the helpline, using this data to continuously improve services. The range of tools include the option to leave a voice note at the end of a call, answering specific questions at the end of a call or feedback via a written survey
?Follow-up procedures: Implementing systems to track and follow up on unresolved or complex cases to ensure that callers receive appropriate support. This can also include managing a call back system, if the helpline offers this option.
?Regular evaluation: Conducting regular evaluations of helpline performance, including call volume, response times, and caller satisfaction.
? Quality control measures: Implementing checks and balances to ensure accuracy and reliability of information provided to callers. Overall, quality assurance for a helpline is about promoting excellence in service delivery, fostering a culture of continuous improvement, and ensuring that all callers receive the support they need in a timely and professional manner.
Many of the elements on measuring call engagement, call data and caller impact are addressed in our Optimising your Outcomes course. Our next course is on 11th December 2024 from 10am till 4pm. If you are interested, please do email for more information