6/13/2014 PUTTING YOUR BEST VOICE FORWARD WITH A WIC CALL CENTER WIC PROGRAM- OVERVIEW (LA07) WIC PROGRAM- OVERVIEW (CONTINUED)

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1 PUTTING YOUR BEST VOICE FORWARD WITH A WIC CALL CENTER Katina Robertson City of Dallas/Housing/WIC Program WIC Call Center Communications Manager City of Dallas (LA07) 2377 Stemmons Freeway, Suite 400 Dallas, TX WIC PROGRAM- OVERVIEW Introduction of LA07 & the WIC Call Center Preview of LA07 clinics serviced by the WIC Call Center History of LA07 Pre Call Center WIC Call Center Staff Roles & Responsibilities Day in the life of a Customer Service Representative Detail our Mission, Code of Ethics, & workplace diversity Sustaining a productive and cohesive team 2 (LA07) WIC PROGRAM- OVERVIEW (CONTINUED) Review a few samples of the Production Reports Discuss Operations & forms of Quality Assurance Preview the Call Center Layout & design Current Technical Equipment/ Future upgrades Conclusion 3 1

2 INTRO: (LA07)WIC PROGRAM The City of Dallas WIC Program Administrative offices and Call Center are located in the Dallas County Health & Human Services building. The WIC Call Center was designed and implemented by Darlene Irwin, Program Manager in October Currently, there are 19 active WIC clinics located throughout Dallas County. As of February 2014, LA07 serviced 93,891 participants N. Stemmons Freeway, Dallas, TX CLINIC LOCATIONS 5 *Map dated October 2012 HISTORY OF LA07 PRE WIC CALL CENTER 6 2

3 (LA07) WIC PROGRAM HISTORY Each clinic staff had several roles to perform while serving their participants. Efficiently manage and perform the tasks for each catorgical appointment type (i.e. income, reception, lab, subcert, RD, voucher issuance, classes) Address walk in client s and their concerns. Organize and maintain files in accordance with State regulations. 7 WIC PROGRAM HISTORY (CONTINUED) Schedule new and follow up appointments. Distribute hand pumps when necessary. Issue and monitor special formula request. Purge files as necessary. Manage all incoming calls. Provide exceptional customer service AND keep the workplace clean. 8 WIC PROGRAM- PRE CALL CENTER Rosie Castilleja and Cecilia Valdez After an interview with two of WIC s seasoned clinic/call center staff, Rosie & Cecilia explained that it was a bit hectic in the clinic serving the participants and trying to answer all the inbound calls. They provided a brief timeline of the call center and its implementation. Up to 2006 Clinic Staff performed all clinic duties to include handling all inbound calls In October 2007, the Call Center was formed with 5 agents (including Rosie & Cecilia) handling calls for 3 of the 21 clinics The Call Center increased to 20 agents handling all calls for 21 clinics. 9 3

4 INTRODUCING THE WIC CALL CENTER A DAY IN THE LIFE OF THE CALL CENTER STAFF 10 WIC CALL CENTER STAFF Communications Manager Sr. Customer Service Representative Customer Service Representatives The WIC Call Center is a vital component of the City of Dallas WIC Program. Each job responsibility must be carried out carefully & completely in order to successfully assist 19 clinic locations with appointments and scheduling. Let s take a moment to highlight the staff positions within the WIC Call Center. 11 WIC CALL CENTER STAFF The WIC Call Center has 20 staff: 13 Customer Service Representatives Some Primary Responsibilities: Handle inbound call volume with a minimum served of 60 calls per day (cpd). Must deliver outstanding internal & external customer service. Educate inbound callers about WIC Program benefits and schedule appointments. Monitor appt. pages to ensure best practices are met regarding date of first visit and other compliance resources. 12 4

5 WIC CALL CENTER STAFF (CONTINUED) 5 Customer Service Representative II (Team Leads) Some Primary Responsibilities: Demonstrate positive and professional attitude at all times. Must demonstrate outstanding customer service and problem solving ability. Assist team members with inbound calls as needed. Monitor designated team members Red Binders. Communicate daily with clinic supervisor/neighborhood supervisor to ensure all concerns are met and customer satisfaction is sustained. 13 WIC CALL CENTER STAFF (CONTINUED) 1 Senior Customer Service Representative (Assistant Supervisor) Some Primary Responsibilities: Olga Sauceda Maintain complete and thorough knowledge of WIC policy and procedures pertaining to clerical tasks as well as operation of TXWIN. Train new and existing call center staff as necessary. Oversee staff and daily call center activities to maximize efficiency of calls handled. Must demonstrate outstanding customer services skill and effective communicative strategies. Use critical thinking skills to identify clients needs. 14 Communications Manager II Some Primary Responsibilities: Provide oversight and management of WIC Call Center operations, assuring that Call Center operations comply with Federal and State WIC policies, procedures and standards. Insures compliance with program standards. WIC CALL CENTER STAFF (CONTINUED) Act as a liaison between the State agency and Project 07 for the implementation of new software that affects the delivery of services to WIC participants and call center operations. Provides oversight of the Performance Management Process and address routine personnel actions as needed. Oversee personnel issues such as hiring, disciplinary actions and grievances. Provide guidance to Sr. CSR on scheduling, staff training and personnel development. 15 5

6 WIC CALL CENTER SUSTAINING A PRODUCTIVE TEAM 16 WHAT IS DIVERSITY? The term "diversity" is used broadly to refer to many demographic variables, including, but not limited to, race, religion, color, gender, national origin, disability, sexual orientation, age, education, geographic origin, and skill characteristics. America's diversity has given this country its unique strength, resilience and richness

7 DEFINITIONS ethics noun 1. moral principles that govern a person's or group's behavior. professional ethics noun 1. is professionally accepted standards of personal and business behavior, values and guiding principles. Codes of professional ethics are often established by professional organizations to help guide members in performing their job functions according to sound and consistent ethical principles. 19 WORK PLACE CODE OF ETHICS 20 SUSTAINING A PRODUCTIVE TEAM 21 7

8 SUSTAINING A PRODUCTIVE TEAM Mission Statement Teamwork is how we will operate. It is how this call center will function smoothly. Keeping in mind this concept: One band, one sound but many players on one accord. Maintaining high quality and superb customer service at all times. This is not a suggestions but a requirement and is expected of me. ~WIC Call Center 22 SUSTAINING A PRODUCTIVE TEAM 23 SUSTAINING A PRODUCTIVE TEAM 24 8

9 SUSTAINING A PRODUCTIVE TEAM 25 SUSTAINING A PRODUCTIVE TEAM 26 SUSTAINING A PRODUCTIVE TEAM 27 9

10 WIC CALL CENTER PRODUCTION REPORTS 28 CALL CENTER/OPERATIONS

11 31 32 WIC CALL CENTER (LA07) CALL CENTER/OPERATIONS 33 11

12 WIC CALL CENTER OPERATIONS & QUALITY ASSURANCE 34 OPERATIONS & QUALITY ASSURANCE (CONTINUED) Call Center & Clinic Ensure that all appointments are scheduled within the clinics specified operating hours. Conduct follow up with VOCs, transfers, and special formula. Handle at least 60 calls per day. Fax appt. pages at the end of day. Call Center & State Communicate with State when in doubt about TXWIN policy & procedure. Identify/verify PAN, unlock files when needed. Bad End of Day 35 OPERATIONS & QUALITY ASSURANCE Call Center & Clinic Maintain an open line of communication. Each clinic has one CSR that serves as a liaison. Check, monitor & schedule appointments daily. Enter all appointments in both TXWIN & Microsoft Word. Call Center & State Maintain an open line of communication. Contact State when there is any deviation with clinic/call center hours of operation. Troubleshoot system when appointments are not transmitted to the clinics or vice versa

13 OPERATIONS & QUALITY ASSURANCE The Quality Assurance Team consists of 3 CSRs & 1 Team Lead. L to R: Climmie Pittman, TL; Bianca Trevino, Hilda Spikes (center); and Devin Shead Climmie Pittman (TL) oversees the team and identifies/select volunteer agents to serve on a semi annual basis. 37 OPERATIONS & QUALITY ASSURANCE (CONTINUED) QAT conducts monthly Side-by-Side & workstation call back assessments. Team Lead distribute monthly quiz on WIC Policy & workplace knowledge. To qualify as a member on the QA Team- you must not have any complaints on your workstation, meet daily inbound call volume, and must have been recognized in the last 6 months as Employee of the Month. 38 OPERATIONS & QUALITY ASSURANCE WS CB QA.pdf 39 13

14 OPERATIONS & QUALITY ASSURANCE QA SBS FORM.docx 40 WIC CALL CENTER LAYOUT & DESIGN/ BASIC TECHNICAL EQUIPMENT 41 LAYOUT & DESIGN/ BASIC TECHNICAL EQUIPMENT In October 2012, the WIC Call Center was under major construction 42 14

15 WIC CALL CENTER LAYOUT & DESIGN Temporary workstations were set up in the conference room and hallway to accommodate the call volume, WIC participants, and staff WIC CALL CENTER LAYOUT & DESIGN New Layout & Design 45 15

16 WIC CALL CENTER LAYOUT & DESIGN 46 WIC CALL CENTER LAYOUT & DESIGN 47 WIC PROGRAM LA07: WIC CALL CENTER LAYOUT & DESIGN (CONTINUED) 48 16

17 WIC PROGRAM LA07: WIC CALL CENTER LAYOUT & DESIGN (CONTINUED) 49 WIC CALL CENTER: TECHNICAL EQUIPMENT/ FUTURE UPGRADES Server Equipment Server Equipment WIC CALL CENTER: TECHNICAL EQUIPMENT/ FUTURE UPGRADES 51 17

18 TECHNICAL EQUIPMENT Cisco Contact Center Express 5.0 Cisco 3845 Voice Gateway 3 Primary Rate Interface-23 calls/line Minimal manufacturer tech support No Voice Mail Past ( ) No Priority Grouping designation Cross logging feature with Inbound handle rate of 50% Data retention capabilities 52 TECHNICAL EQUIPMENT(CONTINUED) Existing Contact Center Express 5.0 Cisco 3845 VG with some enhancements 4 Primary Rate Interface Primary Voice Mail installed w/onsite control Priority group designation Present ( ) Roll over feature activated Upgrade phones for dual que access Handle rate (2013) 76.7% 53 FUTURE UPGRADES (CONTINUED) Cisco Business Enhanced Edition Cisco Version Cisco 2921 Cisco Integrated Service Routers Server upgrade w/ 4 split Primary Rate Interface (back up), Unified Communication Manager, Unity Connection, and Contact Center Express ACD, IVR, CTI and agent desktop services on single server Local control over IVR Automated Attendant functions (intelligent routing for incoming calls & message notification) 54 18

19 FUTURE UPGRADES (CONTINUED) Real time Display stats Accommodate growth (up to 100 agents & 10 sup) and the flexibility to build for organizational need) Provides for 100 redundancy and zero probability of data loss CIS and tech support 7 am-5 pm with 24 hour monitoring Voic /Messaging/video/Voice monitoring/conferencing 55 LA07 WIC CALL CENTER RECAP LA07 WIC Program is managed by Darlene Irwin. There are approx. 220 employees that operate19 Clinics Dallas County wide, Lactation Care Center, Community Baby Café, and the call center. Nineteen clinics provide WIC services to over 93K participants (Feb.2014). WIC Call Center consist of 20 Customer Service Representatives that act as liaisons for each clinic. The key to a cohesive team is communication with all key players. 56 LA07 WIC CALL CENTER RECAP (CONTINUED) Agents handle inbound calls that vary from scheduling & rescheduling appointments, managing VOCs, Transfers, general inquiries, and offer alternative social service referrals. Handled 294,150 calls in 2013 Increase of handled call volume 1.7% compared to (3%) handled call volume compared to 2012 Cisco Business Edition 6000, Version 9.1- Monitoring Software On Site IT Staff that maintains City equipment: Vinh Nguyen and Glenda Faye Washington. Contracted AT&T Staff City of Dallas CIS 57 19

20 Glenda Faye Washington Department IT Analyst 58 Thank you State for all your help -WIC Call Center 59 WORKS CITED Certo, S. (2010). Supervision: concepts and skill- building (7 th ed.). New York, NY: McGraw-Hill Irwin. Conrad, C., Poole, M.S. (2002). Strategic organizational communication in a global economy (5 th ed.) Belmont, CA: Wadsworth Group/Thomson Learning. Grote, D., (2006). Discipline without punishment. (2 nd ed.). New York, NY: American Management Association. Loden, M. (2014). Implementing diversity. Retreived June 12, 2014 from n+loden+how+to+identify%2c+value+and...-a Maxwell, J.C. (1999). The 21 indispensable qualities of a leader. Nashville, TN: Maxwell Motivation. Patterson, K., Grenny, J., Maxfield, D., McMillan, R., Switzler, A. (2008). Influencer. New York, NY: McGraw-Hill 60 20

21 QUESTIONS FOR MORE INFORMATION ABOUT THE WIC CALL CENTER, PLEASE CONTACT KATINA ROBERTSON, COMMUNICATION MANAGER (214)

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