Contact Center

December 2010Contact CenterELENA1Presentation PurposeProvide an update on the contact center projectShare information with the intent to answer questions management may have about the current setup

Project Refresher2007 contact center test conductedTest DeliverablesObtain clear data Consolidate contact activities to relieve staff at all locations from monitoring the phoneFor final week all locations were included in contact centerEmail not tested at the time Chat service not tested at the time

2007 test summary findingsWhat workedCall consolidation and tracking Phone system technologyIssues encounteredStaffing (identify who and how many)Knowledge level of staffIn-depth training neededProcess for contact escalationPublic confusion about where they were calling or wanting a specific locationELENA3Project Refresher (contd)Staff how?2008-2009 discussions continued but no progress madeHPLD to date has not been able to identify existing staff to reallocate as dedicated resources to the contact centerIdeal remains to have central resources manage all phone, email and chat services but without increasing FTEs (if staffing internally estimate 6 staff to cover)

Lets try a serviceDecision reached to test complimenting HPLD staff with external service Eliminate problematic phone treeEnsure a live person answerOffload locations to some extent2010 Contact Center test initiatedElena4Project RefresherExternal service test (Intelligent Office) -April 2010 Test for 6 months starting in July ACHIEVED: Have data from which service decisions can further be made *too slow to answer, etc)Average wait for a live person is no longer than 30 secMeasured, consistent message for answering (measure via spot check)50% of interactions are resolved on first contactNo clear baseline: Reduction in number of complaints received about not reaching the right personNo clear baseline or measure: Establishing contact center will not adversely impact existing location QOS, rather, it will improved branch QOSAssumption:Approximately 5000 calls/month being receivedAverage 3 minutes per call

Elena5IO WILL FORWARD

calls IO cant answer

Pass through calls from 6p-9p and weekends when IO closed/branches open888-861-7323720-685-5100970-506-8500970-506-8600970-506-8460720-685-5200970-506-8640970-506-8550

Calls are redirected from our system to Intelligent OfficeFarr8507 (Includes DSS)CP8610LP8470CVR5105Erie5205HIGH LEVEL VIEW OF CALL FLOWIOSusan6Detailed Call FlowIf staff do not answer the local voicemail will be heard.

If staff do not answer the local voicemail will be heard.

For any issues regarding the Contact Center service contact

Note the webinquiry email box can be opened by any staff member using outlook, File, Open, other others inbox

IO OpenIO Able to AnswerHPLD OpenYesNoCall will pass to individual branch and local answer or voicemailNoYesIO Systems takes message and sends to webinquiryCold trans standard callsWarm trans upset or complex callsTo webinquiry processYes = ~60%No = ~ 40%Call StartCall DoneHPLDSusan7DataIO on average answers 60%-70% of callsOctober2683 calls during week days 63% answered by IO369 calls received when libraries are closed Lose data Unable to easily track through HPLD systemM-F 6p-9pOn weekends when libraries are open

Barb8IDTime ReceivedCallerDurationHold TimeTransfer TimeUserTransferred ToHigh Plains Library District7081 (42 calls)3E+0611/22/2010 08:37:27 AM7209392440152 secs0 times (0 secs)0 times (0 secs)ChristinaAttempted Transfers: Notes: 3E+0611/22/2010 08:50:56 AM303717486624 secs0 times (0 secs)0 times (0 secs)ChristinaAttempted Transfers: Notes: hours3E+0611/22/2010 08:59:36 AM303776713824 secs0 times (0 secs)0 times (0 secs)KrystaAttempted Transfers: Notes: 3E+0611/22/2010 09:00:17 AM303772978339 secs0 times (0 secs)0 times (0 secs)ChristinaAttempted Transfers: Notes: calender3E+0611/22/2010 09:01:47 AM303447818723 secs0 times (0 secs)0 times (0 secs)KrystaAttempted Transfers: Notes: 3E+0611/22/2010 09:40:41 AM970669665834 secs0 times (0 secs)1 times (13 secs)Christina1-970-506-8620?10012Attempted Transfers: 1-970-506-8620?10012Notes: Reports include:What library was calledTime of callCaller phone numberWho answered phoneDuration of CallIf transfers were attempted or who call was transferred toHold and transfer time Total average time to answer

Current StatusWhats workingHave current statsLive person answers quicklyNotable number of issues trace back to HPLDNeed clear data from staff (use form..etc here)Do help patrons w/ card and PIN

Realities - the challengesPhone call quality (us, caller carrier, IO?..)Calls can be transferred to less than ideal locationIO staff are not HPLD staff and are limited to information available on the website

Prepping to wrap up projectFinal secret shopper exercisePass = continue on month to month basisFail = retest and double fail cancel service

Barb10Call HandlingThe process is HPLD definedWarm or cold transferAfter hours processDo we let patron leave voice mailAddressing same issues as were noted in internal testDecisionsCold transfer (except in cases of angry customer or complex issue)Continued hurdles well face:User wants live person and may get voicemailSome locations may get call for elsewhere

Barb11Challenge remains the sameChallengeNo phone treeAnswer quickly, consistently with a live person in a friendly wayCapture data from which decisions can be based

Elena12We Define The Process (concerns)ProcessHPLDIONotesHours of coverage (M-F 8a-6p)xbut HPLD could use other 24x7 servicesCall transfer processxdefines if transfer can be madeDo we provide over the phone renewal support for people without card informationxWarm or cold transferxWhat to do with call if HPLD transfer cannot be reached (i.e. noone picks up at HPLD)xHow to accept/manage calls from 6p-9pxHow to accept/manage calls from 9p-8axWho or what department to transfer to xHPLD needs to improve information provided on who/what department to transfer toHow many attempts are made to contact HPLD before taking message or trying an alternate locationxReporting information xLargely HPLD limited to default data capture IO can provide..Elena13Moving ForwardMonth to month use of IO servicesfor time beingsecret shopper testing Phone system replacement initiates in 2011Ongoing review to improve phone and virtual interaction management (web, email, phone)OngoingSeveral potential ways things may evolveHybridInternal staff management (? still who)Contractors

Elena

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