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TRD IVR\ Voice Portal. Certification Request for Implementation Phase 02/23/2011. Agenda. Current State of TRD IVR and Call Center Services Project Purpose Scope Budget and Funding Schedule Status. TRD Current State.

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trd ivr voice portal

TRD IVR\ Voice Portal

Certification Request

for

Implementation Phase

02/23/2011

agenda
Agenda
  • Current State of TRD IVR and Call Center Services
  • Project Purpose
  • Scope
  • Budget and Funding
  • Schedule
  • Status
trd current state
TRD Current State
  • Currently, the Taxation and Revenue Department (TRD) has a fractionated contact center solution with multiple paths of contact.
  • Technologies employed are widely variant , old, and obsolete.
  • The two highest volume centers are MVD in Santa Fe and the tax Call Center in Albuquerque.
    • MVD has an automated telephone system which allows customers the opportunity to obtain answers to frequently asked questions and to conduct simple transactions such as re-registering a vehicle via telephone interaction.
      • The MVD call center manages 700,000 calls per year .
      • The center is currently experiencing a 20% abandonment rate
      • The current IVR system manages 75% of the total call volume.
      • The 13 clerks and 2 supervisors answer 25% of the calls
    • TRD’s Audit and Compliance collection center uses a predictive dialer and has mixed inbound and outbound calls.
      • Call volume in this center is 500,000 inbound and 250,000 outbound calls per year
      • Call abandonment rate is 18%
      • 100% of the calls are handled by TRD personnel
issues with the current environment
Issues with the Current Environment
  • Complaints – There is a high and increasing number of complaints about MVD IVR transactions.
  • High Call Times – The average call times are very high, which means that fewer calls are handled, increasing the callbacks and call abandonment rates.
  • High Call Abandonment – The call abandonment rates are very high, which further fuels the increase in additional inbound calls from customers who are already some-what unhappy.
  • Limited Resources – There is a limited number of available staff resources in the call centers, which affects the centers’ ability to handle the call loads and maintain customer satisfaction.
  • Limited IVR – The current functionality on the IVR is very limited. This limited functionality, coupled with errors that appear to be inherent to the current system, further burdens the call center staff.
  • Errors in IVR – There are potential and real errors created in some of the current IVR transactions that affect state revenues and create additional work burdens on limited staff to correct the errors.
  • Call Loads – The current telephony environment is unable to readily assist with balancing or shifting call loads during peak call periods to available staff and re-sources in other areas that could otherwise be leveraged to assist.
  • Limited Customer Choices – TRD customers currently have limited choices in obtaining services.
opportunities for improvement
Opportunities for Improvement
  • Open Information Inquiry – Verbal Response
  • Open Information Inquiry – Document (e.g., e-mail/fax) Response
  • Identity-/Account-Verified Inquiry
  • Identity-/Account-Verified Transaction (e.g., filing, reporting, updates, payments)
  • Open Transactions (e.g., surveys)
  • Broadcast Notification
  • Directed Address Notification
  • System Administration/ Management including Automated Call Distribution
  • Enhanced Functionality
  • Management Reporting/ Logging
project purpose
Project Purpose

The primary goal of the future VP/IVR system is to provide a flexible, reliable, accurate, and integrated solution for the expansion and improvement of overall TRD customer service options .

TRD seeks to replace the existing IVR system with a proven solution that has been successfully implemented in other states.

Delivery of this system solution will be through hosted services.

TRD is only seeking approval for Phase 1 delivery at this time. TRD will close the project at the end of FY12. During FY12, TRD will return for approval of Phase 2 Implementation as a second project.

proposed additions to functionality
Proposed Additions to Functionality

Identity-/Account-Verified Inquiry

Identity-/Account-Verified Transactions (e.g., filing, reporting, updates, payments)

Directed Address Notification

System Administration/ Management including Automated Call Distribution

Management Reporting/ Logging

scope
Scope

Replace the existing IVR system with a proven solution that has been successfully implemented in other states. Delivery of this system solution may be through either a solution purchase or a contract for hosted services.

The Solution selected is a fully Hosted System Solution, providing Interactive Voice Response, Voice Portal, and Automated Call Distribution.

phases
Phases

Phase 1 will include:

MVD

  • Replacement Plate
  • Replacement and Renewal of Registration or sticker
  • Make payments
  • Emergency Outbound calls
  • Skills-based routing
  • Forms Requests
  • License Status and Changes
  • Location of nearest office and office hours
  • FAX
current project status
Current Project Status
  • Contract for Implementation, Services, Maintenance and Support is drafted and in pre-review.
  • IV&V Contract is in pre-review (electronic).
  • Scheduled start date is April 1, 2011.
  • Implementation of Phase 1 is scheduled for completion June 30, 2011.
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