Monitoring and Call Handling KPIs

Purpose

The Monitoring and Call handling is an integral part of the Careline service. For many service users and carers, the Contact Centre provides the lifeline to help and support, often on life-threatening situations. This procedure sets out the actions required to ensure service delivery standards are met.

Responsibility

All staff

Standard

Careline to answer all calls to their Contact Centre within a defined time in each calendar month.

Definition

Alarm calls received by the Contact Centre. AT calls, scheme door entry calls, Scheme manager on and off duty calls and background alarms such as inactivity monitors may be excluded from analysis.

Key Outcomes

1. To ensure that monitoring is person, rather than equipment-centred. Our services will be tailored to meet individual need.
2. To support our service users and carers, wherever possible, to make choices related to the way in which the service is delivered.
3. To deal with all calls in a timely manner and respond appropriately to the needs of each user.
4. To monitor performance in the context of the whole e.g. responding to calls in a timely manner is critical, but how they then manage those calls is of equal importance.

Key Performance Indicators

• 97.5% of calls answered       within 60 seconds (1min)
• 99% of calls answered within 180 seconds (3mins)
• 100% of all red and amber alerts to have had a completed actions by the end of the working day

NB: Calls that are answered automatically must be excluded from these figures

Reporting

An exception report is required for all calls that exceed the 3mins answering time. The report shall outline:

• The reasons for a failure
• Actions taken to address the failure and the outcome
• Call handling analysis to be undertaken on a calendar month basis

An exception report is required for all red and amber alerts not completed by the end of the working day.