Service Delivery Models and Other Fun Stuff Session 12

Service Delivery Models and Other Fun Stuff Session 12 Presenters: David Norris, Christy Zbiegien Panelists: Jintana Yunibhand, Hans Gilljam, Yussuf Saloojee 09/14/2011

Session Objectives • Have a little fun • Understand different enrollment paths • Understand basic quitline structure • Have more insight to how to process an enrollment • How to determine hours of operation • Introduction to basic and more complex quitline technology • How to plan quitline staffing • How to structure quitline staffing • Thoughts on hiring quitline staff

Enrollment Methods - Inbound • Starting point: how will tobacco users get connected to your program? • Inbound

Enrollment Methods - Outbound • Outbound or quitline-initiated

Enrollment Paths at Alere Wellbeing • Inbound (86% of total enrollments) • Phone • Internet

Enrollment Paths at Alere Wellbeing • Outbound Recruitment • Data Feeds • Referrals

Fax Referral System Basics Single , nation-wide toll free number Single referral form Fax machine or service like efax Reporting back to referring entity

Handling an Enrollment • Sign them up while they are motivated! • Enrollment Basics • Data collection – how much is necessary?

Handling an Enrollment • Who does the enrolling?

Panelist Discussion #1 • Describe the enrollment methods your quitlines offer • Describe how your quitline processes the enrollments

Hours of Quitline Operation • Goal: offer broad enough hours to make it convenient to call the Quitline while avoiding large periods of idle time for staff • How many hours should you have staff available? • What hours will they be? • Apply “common sense” at first, then use data • 24x7 is not necessary • Voicemail can be used during non business hours, but…

Hours of Operation at Alere Wellbeing • Slowly expanded hours to match demand • Started by covering 0900 to 1700 • As demand increased, added early and late coverage, a few hours at a time • Now offer 24/7 coverage for English and Spanish languages

Panelist Discussion #2 • Describe your hours of operation and how you arrived at them.

Basic Quitline Technology • Phone Systems • Benefits: basic queuing, routing calls based on “skills”, basic measurements and reporting • Can be “leased” or “hosted by vendor” vs. purchased • Example: http://www.incontact.com/on-demand-call-center-software/platform

Basic Quitline Technology • Database and Network • VS • Simple file system • Low initial and ongoing cost • Low efficiency • Limited reporting capability • Computer database • High initial and ongoing cost • High efficiency • Supports reporting capability

Optimal Quitline Technology • IVR (interactive voice response) • Dialing Systems • Appointment System • Workforce Management (scheduling) • Call Recording

Panelist Discussion #3 • Describe the primary technologies used by your quitline • Which of these do you consider indispensible?

Call Center 101 – the basics • How many people do I need on my staff? • You will need to make a few assumptions: • How many calls will we receive (Answered Calls) • How long will the calls take • (Average Talk Time or AHT) + (wrap up time • How quickly you would like to answer the calls (Service Level or % of calls answered within X seconds) • Use a very basic calculation (formula called Erlang C) • Download free tool like: http://www.kooltoolz.com/ccm.htm • How many phone lines (called trunks) will I need? • Use the same calculator • Other things to think about: breaks, lunch, sick/vacation, training, meetings

Quitline Staffing • Critical Roles • Coaches • Supervisors • Ratio • Other Functions • Training • Admin

Panelist Discussion #4 • Describe how your quitline plans its staffing

Employment Considerations • Hiring the right people is vital • Education/experience • Skill Set • Not just a call center job… • Recruiting, Interviewing and Hiring • Compensation

What to Remember • Can be simple • Beware of technology traps • Hire the right people • Be realistic • Focus on easy, early “wins” • Connect work and impact of work

Panelist Discussion #5 • What are your 3 most important best practices for starting and operating a quitline?

Thank You

Service Delivery Models and Other Fun Stuff Session 12