Contact Center - Home - FRED Collaborative Work Areas联络中心-家-弗莱德协同工作区.pptVIP

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 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