Metrics
What are the 4 primary metrics that measure your performance?
Quality Content
Quality Customer Service
Return to Queue
Short Calls
What is this?
"Continuously improving processes and activities to achieve overall quality, ensuring contractual compliance and customer satisfaction."
Our Quality Policy
(Which can be found on NYSOH Connect under Resources)
What does ASA stand for?
Average Speed of Answer
(The Performance Standard Requirement is < 5 minutes)
What tool do you use to see your own performance metrics?
The Employee Scorecard
How are you informed of policy or process changes that affect NYSOH?
Fast Alerts
Work Instructions
95%
What are our Quality Objectives?
(Hint: They can be found on NYSOH Connect)
Client Service Levels
Customer Satisfaction
Competency
Compliance
What does ATT stand for?
Average Talk Time
What tool do you use to see your daily schedule?
Verint
Where do you go to acknowledge a Fast Alert?
Employee Scorecard
What is the goal for Adherence?
97%
How do we serve our customers?
By providing quality customer service and adhering to our established policies and procedures.
What does QA stand for?
Quality Assurance
What tool shows you your scored calls?
SKPI
What are the ways you can access a WI?
Stand Alone OKM
OKM in Siebel
What is the goal for Return to Queue? (RTQ)
3% or Less
Who are our internal and external customers?
Internal = DOH
What is the goal for QA?
95%
What tool do you use to take calls daily?
Genesys
How are you informed of your performance?
Employee Scorecard
One on One's with your Supervisor
Coaching's
What is the goal for Short Calls?
1% or Less
What are the 6 Maximus Global Values?
(Hint: They can be found on NYSOH Connect under Resources)
Accountability
Collaboration
Compassion
Customer Focus
Innovation
Respect
Where can you find the statistics for QA, ASA, ATT and the number of the calls each department has taken?
The Virtual Whiteboard
What do we use to manage our consumer contacts when we take calls?
Siebel
What should you say if you are asked a question that you don't know the answer to during an ISO audit?
" I would ask my supervisor"