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Contact Center PowerPoint Presentation
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Contact Center

Contact Center

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Contact Center

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Presentation Transcript

  1. Test Review & Next Steps Contact Center

  2. Test Deliverables • Obtain clear data • Consolidate contact activities to relieve staff at all locations from monitoring the phone • For final week all locations were included in contact center • Email – not tested at this time • Chat service –not tested at this time Contact Center SCOPE REVIEW

  3. Obtain Clear Data • Basic technology worked but capturing data was a manual process • Could get • Volume of calls by day/hour • Call Subject • Could not get • Wait time • Abandoned calls (calls where caller hung up) • …….. Contact Center SCOPE REVIEW

  4. Projected Risks and Results

  5. RESULTS: obtain clear data

  6. February: Tally Week 1 – 1488 calls Tally Week 2 – 1142 calls October: Week 3 – 816 calls Week 4 – 898 calls Differences in call volume between months??? Holiday in February February - Double counting of calls after being transferred Not all locations participated fully in October test Outreach and CVL

  7. What worked • Call consolidation and tracking • Phone system technology • Issues encountered • Staffing (identify who and how many) • Knowledge level of staff • In-depth training needed • Process for contact escalation • Public confusion about where they were calling or wanting a specific location Findings summary

  8. Implement “as is” • Adjustments will be made to account for extensions, staffing model, and training • Test with alternate technology • Support distributed staffing • More enhanced data OPTIONS

  9. Implement “as is” with current phone system • Adjustments need to be made: • I.T. can create new extensions at service points so that staff can reach different libraries easily. • New staffing model needed (6+ highly trained staff whose sole responsibility is the contact center). • Single location model will need to be used (currently). • Continue to seek better technology to improve phone system and statistical tracking Recommendations