Call Center Solution

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Call Center to Contact Center

What is a Contact Center?

A Contact Center is a central point in an enterprise from which all customer contacts are managed.

Next Steps…

Goal: Educate and empower the community
Business Case: Who, What, When, Where, Why & How?
Cross Functional Team: A representative from each internal division and a member from the 2-1-1 Advisory Committee
Stats: Callers demographics
ACD Messaging, Agents Scripts, Social Media, Technology, Real Time Info, Marketing Efforts, Quality, Follow-up Remote and Staffing 

Why the change?

Utilizing technology to empower those in need 
More effective way to engage millenniums
2-1-1’s database is a valuable “RESOURCE HUB” for local and statewide services
Information is accessible in a variety of ways


E-Services: LIVE Chat, Text and Emailing Referrals, Emails
Technology: QR Code, 2-1-1 App, Show me
Real Time Information: Improve communication with agencies
Welcome/Hold Messaging: Platform used to educate & empower callers
Agents Closing Script: Method used to educate & empower callers
Agent Monitoring: Changed from a team approach to only one individual (Quality Manager) 
Follow-up: Changed from a volunteer approach to creating a Quality Control Agent position
Marketing Efforts:  Logo, 2-1-1 brochure, E-Newsletters and Library Campaign
Social Media:  Facebook, Pinterest, Google+, Twitter, YouTube
Staffing: Increased remote capabilities, Changed performance indicators
Quality: (Customer Satisfaction Surveys)
         -  IVR (Interactive Voice Response) that captures caller’s feedback immediately after each call.
        -   Web Survey
        -   Chat Survey

What are the benefits?

Additional points of connectivity to the community
Increased staff productivity: LIVE chat allows communication with multiple customers at the same time
Enhanced communication with our disabled population through text, email referrals and Live Chat 
Promoting online capabilities increases exposure and awareness of all aspects of United Way  
2-1-1 remains relevant

How has the change affected 2-1-1’s volume?
Web service stats have doubled
Chats have continued to climb
E-mail requests have continued to climb
While traditional call volume is slightly down, our overall contact  volume has increased  

How Do E-services Affect Our Metrics?

Average Speed of Answer: (ASA) – To maintain an average wait time of less than 2 minutes before a call is answered
Service Level: To answer calls 80% of the time in 90 seconds or less
Average Handled Time: (AHT) To maintain an average talk time of 5 minutes and 30 seconds
Customer Service Satisfaction:  To rate a 95% or higher. E-service users are invited to customer service survey.
Agent Monitoring Scores: To achieve 92% or higher monthly. Chat transcripts are monitored. 

E-Service Requires Metrics, Policy and Procedures Updates:

Chat Policy – Who chats?, How many Chats?, Chat schedule, Chat hours
Chat Metrics – AHT, ASA – consider as next contact in queue
E-mail Policy – Who responds? How to respond?(templates)
E-mail Metrics – ASA - consider as next contact in queue. 
E-Referral Delivery Policy – email vs text

Change to E–Services Affects Information Delivery:

How often were agents frustrated when the caller did
not have pen and paper or did not write down referrals?

E-services allows:
E-mailing and texting of referrals
Reduces handle time
Reduces repeat callers 
Gives caller permanent record of referral. 
E- Referral delivery policy specifies what information is required to be given when texting or e-mailing referrals.  

Conversion to a Contact Center includes taking advantage of all new technologies:

Consider Remote Staffing:

Improves Attendance
Improves Punctuality
Improves Agent Morale
          - Rewards high performing agents
          - Improves staff availability for extra or overtime hours.

Considerations In Remote Scheduling:

Remote policy?
         – Who is remote? 
         – Required work environment?
Home visits
        – What to do during  loss of connection?
        – Disaster response requirements
Schedule  flexibility during spikes, low staffing, disasters
Maintain open communication – cell phone on hand
       – Readjust some performance requirements
Example: punctuality
How often on-site?
      – Ensure on-site time for on-going training
      – Depends in part on philosophical considerations of your agency? Live United?