Kick Your Agency’s Customer Service Up a Notch with Improved IP Telephony!

Overview Challenges/questions for the future History of our operation Benefits of our upgraded phone technology Better responsiveness to taxpayer Employee accountability Improved flexibility Improved supervisory oversight Robust reporting/quantifiable metrics Challenges/questions for the future

History/Operations

Organization Structure of Kansas City, Missouri Revenue Division

Technical Systems Old System New System Intellecenter 5.0 (Alitura) Fujitsu 9600 XL PBX Switch New System Cisco Unified Communication Manager, V. 11 VOIP System Cisco Unified Call Center Express, V. 10.6 – agent desktop, reporting system and phone routing

Overview of Operations - Taxpayer Services Options General tax questions / account updates Questions on Kansas City tax refunds Questions on business license or tax clearances Enforcement/collection issues Real estate taxes / special assessments Spanish speaking customers

Historical Drop Call Rate

Benefits of our upgraded phone technology

Better Responsiveness to Taxpayers’ Inquiries Calls directed to the employees best able to assist them Allows integration with tax system with better internal financial controls Leverages employees strengths and experience Calls can be escalated to supervisor

Improved Flexibility Adjustment of phone groups during peak periods Customized messaging for periods when employees not available, i.e. emergency drills, system upgrades and outages

Improved Employee Accountability Quantity - number of phone calls taken Quality – every phone call is tracked Employee status is available, i.e. present, logged-in, etc.

Improved Supervisory Oversight Supervisor can do the following: Monitor live phone calls Record phone calls for training purposes Determine number of available Taxpayer Specialists at any time Place employees in queue to receive taxpayer calls Use the system for time keeping purposes Log-in to take calls if necessary Use reports for evaluation purposes

Robust Reporting is Available Employee performance Drop Call Rates Number of calls taken/employee Employee availability Reports are archived Reports can be exported to excel

Reporting

Abandoned Call Report ABANDONED CALL REPORT - Month End January 2017   CSQ Name CSQ ID Skills Calls Presented Avg Queue Time Max Queue Time Calls Handled Avg Speed of Answer Avg Handle Time Max Handle Time Calls Abandoned Avg Time To Abandon Max Time To Abandon FN_BusLic_Q 3 (FN_BusLicense_SG) 1700 0:01:17 0:26:19 1566 0:00:50 0:05:56 0:37:00 132 0:06:24 FN_Enforcement_Q 1 (FN_Enforcement_SG) 486 0:00:21 0:15:31 478 0:00:18 0:04:23 0:30:04 7 0:02:27 0:08:04 FN_Refunds_Q 5 (FN_Refunds_SG) 183 0:00:54 0:15:51 172 0:00:33 0:06:31 0:35:42 9 0:04:20 0:15:22 FN_TaxComm_Q 2 (FN_TaxComm_SG) 2098 0:01:20 0:59:11 1972 0:00:59 0:06:10 0:47:45 98 0:03:56 0:18:10 FN_Treasury_Q 4 (FN_TreasurySrvs_SG) 133 0:00:35 0:09:08 129 0:00:32 0:02:55 0:12:31 0:02:13 0:08:43 4600 4317 250 OVERALL 5.40% BUSINESS LICENSE 7.70% ENFORCEMENT 1.40% REFUNDS 4.90% COMMUNICATIONS 4.60% REAL ESTATE 3.00%

Agent Summary Report Agent Name Agent ID Extension Average Logged in Time Calls Handled Calls Presented Handle Ratio Bus License4902-Prelow fn_buslic4902 34902 7:26:34 77 94 0.82 Bus. License4901-Daigle fn_buslic4901 34901 4:35:22 186 218 0.85 Bus. License4903-Berry fn_buslic4903 34903 10:02:14 66 86 0.77 Bus. License4904-Morehead fn_buslic4904 34904 2:27:22 92 0.84

Agent Log-In / Log-Out Report Agent Name Agent ID Extension Agent Login Details Agent Logout Details Logout Reason Code Logged-In Duration LBLT Login Time LOALT Log Out Time Bus License4902 fn_buslic4902 34902   1/30/2017 13:57 1/30/2017 18:01 11 4:03:13 2/1/2017 9:36 2/1/2017 17:58 8:22:28 2/2/2017 9:09 2/2/2017 18:05 8:55:43 2/3/2017 9:10 2/3/2017 18:04 8:54:07

Results

Successful Project – Improved Customer Service

CHALLENGES / QUESTIONS FOR THE FUTURE

IRS Compatibility of VOIP system Process Mapping

Questions / comments?

SEE YOU IN KANSAS CITY FOR MSATA 2018!