Call Center 13/14 Assessment Plan

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1 13/14 Assessment Plan Mission and Vision Statement The supports the mission of SUNY Oneonta by providing customer service assistance to students, families, employees and community members who call for information and guidance. Highly trained agents act on behalf of campus departments to provide specialized information to callers with questions and requests. Acting on the 80/20 principal, the strives to reduce call volume to participating departments by effectively addressing caller concerns, and directing a minimal percentage of calls to the appropriate departments. Outstanding customer service and communication of accurate, relevant and timely information are essential to the mission of the. Setting Goals and Objectives This assessment plan represents the goals for the since its inception as a separate entity effective The will use these goals and objectives to create an effective work flow with emphasis placed on adequate training, providing outstanding customer service, and meeting measurable call standards. Goals and objectives were developed after a review of the overall mission of the College, as well as the strategic plan, to ensure alignment with campus-wide priorities and objectives. Most objectives contribute to the College mission indirectly by supporting activities of other departments, but the direct interaction with students and families provides an important customer service component that benefits the entire campus. The worked with the Controller to develop this plan with feedback from agents (student employees) and departments served. Best practices from the Northeast Contact Center Forum were also considered. Summary of Goals and Objectives Goal #1 Communicate and convey accurate information in representing the college and the departments served. A. Agents are well trained in current campus and departmental information, policies and procedures. B. Agents are knowledgeable in use of the Banner database and other appropriate campus technologies.

2 measures: Department knowledge base/content tests, Mystery Call feedback, Department Service Evaluations, transfer call rate Goal #2 To provide quality customer service to all callers and the campus community A. Staffing levels meet the needs of departments during all cycles of the academic year and summer session B. Agents demonstrate outstanding customer service skills C. Maximize departmental participation measures: Abandoned call rate, customer service competency exams, Mystery Call feedback, Department Service Evaluations, transfer call rate, number of departments served. Goal #3 Utilize technology to enhance effectiveness A. Maximize software utility to enhance performance B. Utilize automated systems to increase performance measures: Contact Center up time; percent of configuration handled in-house, Parlance connection rates Goal #4 Recruit and retain qualified employees A. Maximize employee retention rates to leverage training and experience B. Maintain a diverse workforce C. Promote Team Building measures: Employee retention rates, average length of employment; employee satisfaction ratings; diversity of employees

3 13/14 Assessment Plan Goal #1 Communicate and convey accurate information in representing the college and the departments served. Objective Actions/Strategies Target Completion Date Required Actual Agents are well trained in campus and departmental information, policies and procedures Thoroughly train new agents and keep existing agents informed of updated departmental information, policies and procedures. Ongoing N/A s 1.All agents score at least 85% accuracy on department quizzes. 2. Maintain department transfer call rate below 15% to indicate that agents are successfully meeting caller s needs.

4 Goal #2 Provide quality customer service to all callers and the campus community Objective Actions/Strategies Target Completion Date Required Actual Staffing levels meet the needs of departments during all cycles of the academic year and summer session Monitor call volume and departmental production calendars to identify highneeds cycles Each academic year Contact Center software reporting When to Work reporting Abandoned call rate under 3% that demonstrates adequate staffing Agents demonstrate outstanding customer service skills Provide customer service based teaching tools and sessions Ongoing Mystery Call volunteers Departmental satisfaction survey Each agent will score a level 1 satisfaction rating on Mystery call results Each participating College department will score a satisfaction rating of 90%

5 Goal #3 To Maintain and use technology for the betterment and overall efficiency of the Objective Actions/Strategies Target/Completion Date Required Actual Maximize software utility to enhance performance Identify frequently missed name and presentations in call routing system to mitigate connection errors Monthly Parlance Name Connector 1 st try overall connection rate increased to 80% Goal #4 Recruit and retain qualified employees Objective Actions/Strategies Target Completion Date required Actual Maximize employee retention rates to leverage training and experience Implement an employee recognition program to motivate and inspire students to perform their best and instill employee satisfaction Ongoing Motivational materials(paper, coins, mugs, bags and other items as needed) Spring retention rate of 100% for employees who remain as students

6 Using s to Plan At the end of the annual assessment period, the along with team leaders will review the actual results of each goal and implements changes or improvements necessary to enhance the success of the overall outcomes.

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