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Test Review & Next Steps
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
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) ……..
RISK MITIGATION STEP
Contact center technology is not cost effective or does not support needed design
Obtain agreed upon minutes estimate and complete research, thorough testing and training during phase I to determine feasibility and best fit
BASIC FUNCTIONALITY WORKED – MORE ENHANCED OPTIONS TO BE DISCUSSED
Staff resources are not available or approved to adequately staff the call center
Escalate to management to determine how to resolve (dedicated staff, other)
Planned staffing is insufficient Include in plan actions to be taken if staffing needs are higher. Have backup plan in testing phase to ensure no patron impact.
Service is not consistent and solution rendered in effective Confirm scope is clear contact center is staff during all hours of operation and perhaps longer
Long distance may prove costly
Call volumes are high driving cost up
Staff are not adequately trained to work in contact center Confirm staff must be limited (not open to anyone) in order to provide training, set expectations and include in staff member rating process
100% of people not going through contact center (staff give out direct numbers)
Provide training and awareness of issues if calls circumvent the contact center. Manage accordingly long term.
Caller ID may prove confusing to public (getting calls from District as opposed to location)
Provide information to the public
Location and
HoursProgram Inquiry
Renewal Assistance
Fines and
FeesHold
Assistance ComplaintGeneral Question
Staff Member Other Answered Transferred Other
10/15 10 6 36 6 12 2 28 34 20 81 62 11
10/16 7 3 29 8 9 0 32 29 18 83 42 10
10/17 7 1 26 6 13 2 27 21 31 76 48 10
10/18 7 8 27 5 19 0 29 21 25 94 36 11
10/19 12 3 15 3 15 0 19 13 16 61 26 9
10/20 23 1 11 6 12 1 21 7 11 74 10 9
10/21 20 2 13 2 4 0 12 5 5 52 7 4
10/22 11 33 33 8 12 2 33 36 27 124 54 17
10/23 15 12 25 6 14 1 31 32 16 95 48 9
10/24 9 15 29 6 12 3 24 32 34 96 48 20
10/25 13 12 19 8 7 0 50 22 10 88 40 13
10/26 16 9 24 6 13 0 26 15 14 77 37 9
10/27 28 3 17 2 10 0 10 7 7 71 11 2
10/28 14 1 3 2 4 0 9 3 3 34 3 2
Totals 192 109 307 74 156 11 351 277 237 1106 472 136
% of Total 11.2% 6. 4% 17.9% 4.3% 9.1% 0.64% 20. 5% 16.2% 13.8% 64.53% 27.54% 7.93%
Grand Total 1714
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
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
1. Implement “as is”1. Adjustments will be made to account for
extensions, staffing model, and training
2. Test with alternate technology1. Support distributed staffing2. More enhanced data
Recommendations
1. Implement “as is” with current phone system1. Adjustments need to be made:
1. I.T. can create new extensions at service points so that staff can reach different libraries easily.
2. New staffing model needed (6+ highly trained staff whose sole responsibility is the contact center).
3. Single location model will need to be used (currently).
2. Continue to seek better technology to improve phone system and statistical tracking