In service to our members and to continue our work to maximize the access, use, and effectiveness of quitlines, NAQC has developed tools and provides technical assistance to quitlines as they implement the recommendations found in the Quality Improvement Initiative’s (QII) Issue Papers. We have developed implementation plans and support materials for the reach and quit rate quality standard calculations along with other resource papers to strengthen the ongoing quality improvement efforts of quitlines in North America.
For technical assistance, to suggest support materials, or with questions about the quality standards or associated materials, contact Jessie Saul, PhD, Director of Research, via e-mail. Please allow two business days for a reply.
Fundamentals of Call Center Staffing and Technologies
This technical assistance resource paper is designed to outline the staffing structure of call centers including steps for forecasting workload, staffing for inbound telephone calls and performance management. Additionally this paper provides an introduction to the standard technology structure of today’s modern call center and is intended to complement the content and recommendations found in "Call Center Metrics: Best Practices in Performance and Measurement to Maximize Quitline Efficiency and Quality.”
view resource (PDF 184KB)
Call Center Metrics Glossary of Terms
This glossary was developed to support an increased understanding of call center operations-related terms and to continue building a shared language between quitline service providers, funders and researchers.
view resource (PDF 68KB)
Increasing Reach of Tobacco Cessation QuitlinesThe purpose of this technical assistance resource paper is to provide a comprehensive review of the current literature on a wide variety of strategies to increase reach of tobacco cessation quitlines. Additionally, several examples from practice are included. The paper also highlights recommendations for quitline reach and funding levels from key government and health agencies, highlighting the need to increase reach to more tobacco users to save lives and direct medical costs.
view resource paper (PDF 166KB)
Quit Rate Standard Calculation Implementation Guide
This guide was designed to provide easy-to-use references for implementing and using the NAQC standard calculations for quit rates. It is intended to provide a quick and user-friendly reference to Key Definitions , a listing of the Critical Recommendations from the full Issue Paper and a Calculation Worksheet .
view implementation guide (PDF 89KB)
view HTML implementation guide
view issue paper on measuring quit rates (PDF 257KB)
Reach Standard Calculation Implementation Guide
This document was designed to provide easy-to-use references for implementing and using the NAQC standard calculations for reach. The guide is intended to provide a quick and user-friendly reference to Key Definitions, a listing of the Critical Recommendations from the full Issue Paper, and a Calculation Worksheet . Descriptions of some of the primary Data Sources for population estimates of tobacco use prevalence, and how to access them, are also included.
view implementation guide (PDF 68KB)
view HTML implementation guide
view issue paper on measuring reach (PDF 539KB)