OCWUT Call Center Reporting Technical Design and Implementation Summary Report

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1 OCWUT Call Center Reporting Technical Design and Implementation Summary Report

2 Actions to Date December 7, 2010 Trustees approve assessment of Utility Customer Service Call Center April il19, 2011 Trustees authorize design of improvements in technology to improve efficiency and increase customer stomerself service ser options May 29, 2012 Trustees authorize the purchase and implementation of technologies Confidential & Proprietary Vertex Business Services

3 Authorized Improvements Enhanced telephone and IVR operation Redesign to simplify call distribution Streamlined IVR offering increased self service options Workforce management Demand forecasting and agent scheduling Capacity planning Quality management Ability to record and observe audio call recordings and screen scrapes in order to ensure consistency and improve customer experience Reporting Provides management insight by combining data from disparate sources Promotes a culture of continuous improvement Digital signage Provides performance views for all staff members Serves as a means of communication i for front line staff Confidential & Proprietary Vertex Business Services

4 Building Upon a New Foundation in Technology Promotes management at a glance Allows line of sight from organizational KPIs to front tline employee metrics ti Reporting Opens the window of visibility to customer experience and productivity Designed dto shorten learning curve associated with new tools Focused on tailoring best practices to fit the OCWUT environment Aids in benefit realization Enables active management Promotes several key principles including: Measure, measure, measure One and done Automate when possible Processes Technology Confidential & Proprietary Vertex Business Services

5 Enhanced Phone Functions Benefit Customers and Organization Telephones IVR Simplified design from 5 call groups to 2 call groups Balances call load across all employees Increased number of self service options Ability to set up and use bank account information via IVR Customers are responding favorably to the improvements: Using the new features to store their banking information and schedule payments Providing positive feedback Allowing customers to use the IVR to set up and utilize banking information to make payments decreases calls, provides a value to the customer and reduces the use of credit cards payments. Confidential & Proprietary Vertex Business Services

6 Workforce Management Schedules Resources WFM enables the management team to better forecast work, schedule agents to do that work and then ensure the schedules are being followed in a productive way. WFM was officially implemented on March, 18 th. Since that time: 02/18/13 03/15/13 03/18/13 04/15/13 Cll Calls answered 30,708 31,911 Calls abandoned 1, Calls abandoned % 3.9% 2.0% % answered within 30 seconds 81.0% 95.6% Average speed of answer sec 7.73 sec Within the first week, nearly all back office work had been caught up to the point where agents were working on items that came in on that day. Confidential & Proprietary Vertex Business Services

7 Quality Management for Consistency and Improvement p Before: Supervisors performed quality monitoring by listening to live calls Management was only able to listen to calls remotely (could not see what the agent was doing on the desktop) Agents received feedback from supervisors but tthere was a delay After: Quality monitoring completed using random, recorded calls Management will be able to both hear the call and see the agent s screen to track work flow Agents will receive feedback weekly as soon as the supervisor completes lt the evaluation Benefits: Objective evaluation of agent calls with more frequent feedback Defined measure of what a good call looks and sounds like Ability to improve work processes and share best practices amongst the work group Improved customer experience with fewer escalated calls Confidential & Proprietary Vertex Business Services

8 Reporting Provides a Window of Visibility Agent productivity i First call resolution Call quality Front/back office demand Management effectiveness Efficiencies Improvement opportunities Combines data from disparate sources to provide actionable management intelligence Allows direct line of sight from organizational KPIs to front line employee metrics Promotes management at a glance concepts but also allows for drill down analytics Designed to clearly show improvement opportunities Confidential & Proprietary Vertex Business Services

9 Digital Signage Enables Instant Communication Real time call data Key static messages Dynamic messaging MAIN BREAK 23 rd & May, 4 hours MAIN BREAK 23 rd & LCD monitors located throughout the call center to provide visibility of current demands and organizational messaging Confidential & Proprietary Vertex Business Services

10 Positive Outcomes for the Customer and the Organization Customer Reduced wait times due to improved telephone design and appropriatescheduling of resources Additional payment options by allowing customers to enter and store their bank account information for payment Improved customer experience as a result of coaching agents on their performance Organization Improvedagent satisfaction because the callsaremoreevenly are evenly distributed Improved resource allocation has reduced the backlog of other work performed Customized reporting provides supervisors a btt better view of agent and overall call center performance Overall efficiencies allow for right sizing the work group Confidential & Proprietary Vertex Business Services

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