Virtual Hold Technology Implementation Results

Size: px

Start display at page:

Download "Virtual Hold Technology Implementation Results"

Gillian Powers
7 years ago
Views:

1 Virtual Hold Technology Implementation Results 1

2 The Challenge: Recession Driven High Call Volumes TeleCenter expanded to maximum staffing levels Recruiting/Hiring Training Facilities Telecommunications tools at full capacity Despite adding network capacity, callers still experienced blocked calls and long hold times 2

Facilities Telecommunications tools at full capacity Despite adding

3 The Solution: Virtual Hold Technology New way for claimants to interact with TeleCenters Claimants can choose a return call from the TeleCenter rather than waiting on hold Immediate SBR-funded solution Used in many commercial call centers nationwide ESD is the first Washington State agency to utilize Virtual Hold 3

waiting on hold Immediate SBR-funded solution Used in many commercial call

4 The Project Three month implementation delivered over the holidays Cooperative effort between ITSD and UI divisions Implemented by combined team already experiencing high claims load and managing existing systems and projects 4

divisions Implemented by combined team already

5 TeleCenter Basic Call Processing 5

6 Genesys/VHT Call Processing 6

7 Genesys/VHT Call Processing 7

8 Genesys/VHT Call Processing 8

9 Daily Configuration 8:00 Standby Fills the Queues Builds Estimated Wait Time (EWT) 8:15 Normal Operation 4:00 Q Speak gives EWT only 9 5:00 Standby

10 Rendezvous' vs Concierge Concierge Keeps caller s place in line and calls back when they reach head of the line High volume queues Rendezvous Allows caller to schedule the call back 10 Low volume queues

of the line High volume queues Rendezvous Allows

11 Virtual Hold Management System EyeQ EyeQ allows you to view statistics and see calls in queue real-time, generate historical reports over a wide range of data, and make real-time parameter settings to the Virtual Hold system. QueueInfo reporting package provides rich detail on all calls that interact with the Virtual Hold system, and can be used to complement existing ACD reports. In addition to monitoring Virtual Hold system utilization, these reports also serve as tools for optimizing the system and calculating return on investment.

QueueInfo reporting package provides rich detail on all calls that interact with the Virtual Hold system, and can be used to

12 Average Numbers Per Month 64% of calls offered a callback option Of those, 73% choose the callback option 1,359,886 on hold minutes saved ~ 22,665 hours ~ 567 weeks ~ 11 years $32,000 in monthly toll free costs avoided 12

option 1,359,886 on hold minutes saved ~ 22,665 hours ~

13 Concierge The premier product of the Virtual Hold solution, Concierge is a virtual queuing technology that educates and empowers callers. When customers are faced with hold time, Concierge tells them their estimated wait time (via Queue Speak Settings), and allows them the choice to receive a callback in the same amount of time as if they had waited on hold. This area of EyeQ allows you to make changes to the Concierge settings.

When customers are faced with hold time, Concierge tells them their estimated wait time (via Queue Speak

14 Impacts on Business With the Virtual Hold treatment, T1 circuit capacity for Inbound calls increases, eliminates long hold times, and reducing toll costs. Abandoned calls dropped by 50%! Busy signals and high volume messages diminished. Improved contact center efficiency and morale. Decreased call volumes by mid day and by mid week enabling back end office work to be scheduled and completed during normal business hours. Overtime reduced. Breathing Room!

Busy signals and high volume messages diminished. Improved contact center efficiency and morale.

16 Queue Statistics Real-Time View Queue Name Op Mode EWT Holding Queue Virtual Queue Priority Queue Calls in IVR Total Calls in VH Appts SEA Apprentice Normal 0:26: SEA Basic Normal 0:12: SEA Complex & Questions Normal 0:23: SEA EmployersDate Book 0:00: SEA Spanish Apprentice Normal 0:00: SEA Spanish Basic Normal 0:19: SEA Spanish Employer Standby 0:00: Spokane Apprentice Normal 0:02: Spokane Basic Normal 0:00: Spokane Complex & Questions Normal 0:32: Spokane Employers Date Book 0:00: Spokane Spanish Apprentice Normal 0:00: Spokane Spanish Basic Normal 0:01: Spokane Spanish Employers Standby 0:00:

0:19:42 2 4 1 0 7 0 SEA Spanish Employer Standby 0:00:00 0 0 0 0 0 0 Spokane Apprentice Normal 0:02:20 5 0 1 0 6 3 Spokane Basic Normal 0:00:00 0 0 0 0 0 0 Spokane Complex & Questions Normal 0:32:15

17 Customer Satisfaction Empowers customers with options that improve the customer experience. Reduction in cell phone minutes used by claimants in the past. Allows callers to resume their normal activities while waiting to speak to an agent. When claimant reaches an agent they are not frustrated about being on hold for an extended period and agents are less stressed by irate callers. Claimants able to get through earlier, streamlining the call volumes throughout the day and week. Customer quote, I really like the call back option. I am so happy I don t have to keep the phone posted to my ear while waiting for someone to help me. This is really a good idea. And you actually call back.

When claimant reaches an agent they are not frustrated about being on hold for an extended period and agents are less stressed by irate callers.

18 Impacts on Staff Increased morale More time to complete off phone assignments. Shifted weekly claims queue with issues previously answered by Adjudication to our Intake Staff, assisting with a reduction in backlog. Training staff on Virtual Hold was easily done during one of their team meetings. Talk time reduced, resulting in increased calls per hour and performance ratings. Training and development opportunities increased. Fewer complaints Reduction in claimants going into WorkSource Offices for help on their unemployment claim.

backlog. Training staff on Virtual Hold was easily done during one of their team meetings.

19 The Result Everyone loves it ESD TeleCenter Operations, Unemployment Insurance Central Office, Information Technology Services Division Governor and Legislature Business Labor Most of all the claimants love it! 19

Information Technology Services Division Governor and

Unemployment Insurance Virtual Hold

STATE OF OREGON EMPLOYMENT DEPARTMENT Unemployment Insurance Virtual Hold NASCIO Award Submission 2011 Category: Fast Track Solutions Sponsors: Susan Johnson Unemployment Insurance Assistant Director Troy