Assessment tools or programs are needed to evaluate any organization performance. Where it would be designed to identify all the strong and week areas. In a call center industry an assessment tools will provide experts who have call center knowledge and experience will all the information needed to evaluate his or her call center performance. as it should help in identifying the specific areas that need attention and provide the organization with an expert solution.
Call center assessment could be likened to an executive medical checkup where early detection of any sign of health problem could be addressed and further problem could be prevented. So call centers health is assessed so that early detection of minor inefficiencies could be addressed and corrected. To effectively assess the call center's performance, each area in the operation is specified and reviewed and these are the following:
- Review the call center structure if and whether it supports the vision and mission of the company
- Customer Relations. The customer satisfaction is assessed through survey forms or customer feedbacks.
- Employer ' employee relationships. Satisfied customers are result of good service and good service are result of satisfied employee. The satisfaction levels of employees are gauged.
- Quality assurance and performance. Quality assurance forms and reports are analyzed and study how quality data is applied. The assessment is conducted to take your call center performance to next level.
- Effective coaching and supervision. Observe if coaching sessions are effective.
- Training. Analyze and identify the ways to improve the efficiency of the training program.
- Hiring and Staffing. Find out how the recruitment process is taking place and identify the week areas.
- Staff Utilization. It should answer the question of having the right person on the right position all the time.
- Work Order Management. These would lead to the study of workforce management processes such as:
1. Forecasting methodology
2. Staffing and scheduling
3. Real time management practices
4. Effective workforce management team.
- Process and Information Management. Observe and analyze call ' handling.
Service Level Agreements and Key Performance Indicators. Key Service Indicators of KPI's shows that the SLM is properly functioning. The weak areas must be improved.
- Call Management. The call routing is observed in the following stages Site by site routing rules Menu choices Prioritization of queue Transfer volumes and protocols Skills-based routing rules Technology
- Security Management. Assess the scope of security and disaster recovery (or business continuity) plan and the ability to meet objectives during a crisis.
- Interaction Management. Analyze how effective customer interaction is managed
- Web Self Service. Assess how effective this e- support.
- Contact Center Management. It is the central point of contact with customers. Call Center software and applications are software and tools help improve the initial customer experience and impression. Customers should be given access options and alternatives, streamlining customer transactions and creating a system that would facilitate easy follow ups.
- Analysis And Reporting. How good are our reporting tools and applications? Is the system providing the needed data for analysis?
- Technical. Is the system current and up to date? Are we getting the best out of our systems, and high efficiency on their performance?
The final presentation includes recommendations and risks and input on suggested action plan. All of these is a result of several days of assessment work which is done with in the work area. Assessment identifies and at the same time recommends solution to the problems found.
Copyright (c) 2008 Hani Masgidi
When thinking about behavioral and clinical health coverage on a state level, the National Council for Community Behavioral Healthcare (NCCBH) uses a simple question and answer tool to help determine the appropriate policy for each state. This tool is intended to help state level agencies as well as health care providers to review and reconfigure state policy appropriately. The tool works to consider state financing and the extent to which a state is providing for the integration of behavioral and clinical healthcare.
The integration of behavior and primary healthcare can be defined in many different ways. One of the most important ways is through financial and structural integration. This requires looking at benefit packages, "cave-ins," shared risk pools and other incentives used to help those requiring integrated healthcare. Also, structural integration is assessed by looking at the different services offered by one organization and behavioral healthcare services being offered along with primary care. Such structural and financial integration is necessary to achieve clinical integration.
Clinical integration is understood as the goal of integrated healthcare. This is the actual experience between the patient and healthcare providers. It is debated whether behavioral healthcare should be added or subtracted when states make financial policy decisions. The NCCBH's assessment tool sees both of these options as neutral when making a decision about clinical integration policy. What is important is that the models used must show how the different services are financed through the plan. Using the NCCBH's assessment tool will allows policy makers to dig deeper into state policy, including finance issues. Doing so gives a more complete picture of the many parts involved in implementing clinical integration.
Before creating integrated clinical and behavioral healthcare programs, it is important to look at the population that will be served by these programs. After the 1998 consensus document for mental health and substance abuse/addiction service integration was created, a Four Quadrant Model was formed for use by state mental health and substance abuse directors building on the principles of the document. This model shows the different level of mental health and substance abuse integration and clinical competencies based on the model
Quadrant I: Low Mental Health (MH)-low Substance Abuse (SA), served in primary care Quadrant II: High MH-low SA, served in the MH system by staff who have SA competency Quadrant III: Low MH-high SA, served in the SA system by staff who have MH competency Quadrant IV: High MH-high SA, served by a fully integrated MH/SA program
The NCCBH's assessment tool uses the Four Quadrant Model as a basis for showing the different levels of behavioral/primary care integration needed in a given state.
Quadrant I: Low Behavioral Health (BH)-low physical health complexity/risk, served in primary care with BH staff on site; very low/low individuals served by the Primary Care Personnel (PCP), with the BH staff serving those with slightly elevated health or BH risk. Quadrant II: High BH-low physical health complexity/risk, served in a specialty BH system that coordinates with the PC Quadrant III: Low BH-high physical health complexity/risk, served in the primary care/medical specialty system with BH staff on site in primary or medical specialty care, coordinating with all medical care providers including disease managers. Quadrant IV: High BH-high physical health complexity/risk, served in both the specialty BH and primary care/medical specialty systems; in addition to the BH case manager, there may be a disease manager, in which case the two managers work at a high level of coordination with one another and other members of the team.
In order to find more information about the assessment tool as well as information on the different populations found in the Four Quadrant Model, visit the NCCBH Behavioral Health/Primary Care Integration Background Paper, found on the NCCBH website.
Both Hani Masgidi & Robert Beckwith are contributors for EditorialToday. The above articles have been edited for relevancy and timeliness. All write-ups, reviews, tips and guides published by EditorialToday.com and its partners or affiliates are for informational purposes only. They should not be used for any legal or any other type of advice. We do not endorse any author, contributor, writer or article posted by our team.
Hani Masgidi has sinced written about articles on various topics from SEO Articles, Social Issues and Real Estate. 1- 2 - 3 easy and efficiant to use for your. Hani Masgidi's top article generates over 90500 views. to your Favourites.
Robert Beckwith has sinced written about articles on various topics from Social Issues, Football and Medical Healthcare. The author is the Director of Marketing and Communications at The National Council. The National Council for Community Behavioral Healthcare is a not-for-profit 501(c)(3) association. For more information, visit. Robert Beckwith's top article generates over 1300 views. to your Favourites.