Call Center to Contact Center

Chief Operating Officer Contact Center Organizational Chart Donna Stone Buchanan Chief Operating Officer Outreach Marketing Manager Database Community Resources Quality Assurance Donna Burnham Vice President 2-1-1 Contact Center Coordinator Operational/ Team Manager Contact Center Agents (24) Special Projects Specialist (1) Senior Specialist (2) Trainer/Team Quality Control Agent

United Way of Greater Atlanta 2-1-1 Contact Center Celebrating 17 Years of Service

What is a Contact Center? A Contact Center is a central point in an enterprise from which all customer contacts are managed

Next Steps… Goal: Educate and Empower the community Business Case: Who, What, When, Where, Why & How? Cross Functional Team: A representative from each internal division and a member from the 2-1-1 Advisory Committee Stats: Callers demographics ACD Messaging, Agents Scripts, Social Media, Technology, Real Time Info, Marketing Efforts, Quality, Follow-up Remote and Staffing

Why the change? Utilizing technology to empower those in need More effective way to engage millenniums 2-1-1’s database is a valuable “RESOURCE HUB” for local and statewide services Information is accessible in a variety of ways

How? E-Services: LIVE Chat, Text and Emailing Referrals, Emails Technology: QR Code, 2-1-1 App, Show me Real Time Information: Improve communication with agencies Welcome/Hold Messaging: Platform used to educate & empower callers Agents Closing Script: Method used to educate & empower callers Agent Monitoring: Changed from a team approach to only one individual (Quality Manager) Follow-up: Changed from a volunteer approach to creating a Quality Control Agent position

Continue… Marketing Efforts: Logo, 2-1-1 brochure, E-Newsletters and Library Campaign Social Media: Facebook, Pinterest, Google+, Twitter, YouTube Staffing: Increased remote capabilities, Changed performance indicators Quality: (Customer Satisfaction Surveys) - IVR (Interactive Voice Response) that captures callers’ feedback immediately after each call - Web Survey - Chat Survey

What are the benefits? Additional points of connectivity to the community Increased staff productivity: LIVE chat allows communication with multiple customers at the same time Enhanced communication with our disabled population through text, email referrals and Live Chat Promoting online capabilities increases exposure and awareness of all aspects of United Way   2-1-1 remains relevant

Just take a listen to a satisfied Caller…

2-1-1’s Story Board

How has the change affected 2-1-1’s volume? Web service stats have doubled Chats have continued to climb E-mail requests have continued to climb While traditional call volume is slightly down, our overall contact volume has increased

Traditional vs. E- Services Contacts

How Do E-services Affect Our Metrics? Average Speed of Answer: (ASA) – To maintain an average wait time of less than 2 minutes before a call is answered Service Level: To answer calls 80% of the time in 90 seconds or less Average Handled Time: (AHT) To maintain an average talk time of 5 minutes and 30 seconds Customer Service Satisfaction: To rate a 95% or higher. E- service users are invited to customer service survey. Agent Monitoring Scores: To achieve 92% or higher monthly. Chat transcripts are monitored.

E-Service Requires, Metrics, Policy and Procedures Updates: Chat Policy – Who chats?, How many Chats?, Chat schedule, Chat hours, Chat Schedule: Chat Metrics – AHT, ASA – consider as next contact in queue E-mail Policy – Who responds? How to respond?(templates) E-mail Metrics – ASA - consider as next contact in queue. E-Referral Delivery Policy – email vs text

Change to E–Services Affects Information Delivery How often were agents frustrated when the caller did not have pen and paper or did not write down referrals? E-services allows: E-mailing and texting of referrals Reduces handle time Reduces repeat callers Gives caller permanent record of referral. E- referral delivery policy specifies what information is required to be given when texting or e-mailing referrals.

Texted referrals E-mailed referrals Jul Aug Sept Oct Nov Dec Jan Feb   Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May Jun Total July '13-June '14 5,060 7,162 8,466 10,746 11,768 12,235 10,336 8,289 8,929 6,207 89,198 July '12-June '13 395 437 378 338 526 872 1,425 1,027 1,487 3,505 4,584 4,882 10,390 % Change 1181.0% 1538.9% 2139.7% 3079.3% 2137.3% 1303.1% 625.3% 707.1% 500.5% 77.1% 758.5% E-mailed referrals   Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May Jun Total July '13-June '14 2,768 2,640 2,943 3,201 3,482 3,733 2,897 2,352 2,588 2,882 29,486 July '12-June '13 853 1,017 989 1,293 1,316 1,370 1,826 1,575 1,486 2,079 2,282 2,620 13,804 % Change 224.5% 159.6% 197.6% 147.6% 164.6% 172.5% 58.7% 49.3% 74.2% 38.6% 113.6%

Conversion to a Contact Center includes taking advantage of all new technologies. Consider Remote Staffing: Improves Attendance Improves Punctuality Improves Agent Morale Rewards high performing agents Improves staff availability for extra or overtime hours….

Improves Disaster Response: Increased service continuity during localized “disaster” events and outages Agents always available on call Agents dispersed throughout service area Agents isolated during epidemic or pandemic Example - Recent Atlanta winter weather

Atlanta Ice Storm February 2014

Atlanta Winter Storm Pax

Remote Agent Dispersion Greater Atlanta Service Area 211

Considerations In Remote Scheduling: Remote policy? Who is remote? Required work environment? Home visits What to do during loss of connection? Disaster response requirements Schedule flexibility during spikes, low staffing, disasters Maintain open communication – cell phone on hand Readjust some performance requirements Example: punctuality How often on-site? Ensure on-site time for on-going training Depends in part on philosophical considerations of your agency? Live United? Technology? What internet provider? What internet speed? Is Agent location susceptible to outages? Who pays cost?

Customer Service Satisfaction Results – Calls January – April 2014 Q1 – Did you receive the information you requested? Q2 – Were you satisfied with your hold time?

Customer Service Satisfaction Results – Calls January – April 2014 (cont.) Q3 – Was your experience with the representative a positive one?

Customer Service Satisfaction Results – Web January – April 2014 Were you able to find the service you were looking for today? Have you visited the 2-1-1 website before?

Customer Service Satisfaction Results – Web January – April 2014 (cont How did you hear about the 2-1-1 website On a scale of 1 to 5 with 1 being poor and 5 being excellent, how would you rate the overall quality of the 2-1-1 website?

Customer Service Satisfaction Results – Web January – April 2014 (cont Please describe your gender and age: Female Please describe your gender and age: Male

Customer Service Satisfaction Results – Web January – April 2014 (cont Which of the following best describes the nature of your search? Would you likely use this website again for future needs?

Customer Service Satisfaction Results – Live Chat January – April 2014 Did you receive the information you needed? Overall, were you satisfied with your chat response time?

Customer Service Satisfaction Results – Live Chat January – April 2014 (cont.) Was the Referral Specialist helpful?

THANK YOU FOR VISITING OUR CONTACT CENTER! FOR QUESTIONS OR FOLLOW-UP: Donna Burnham Vice President United Way 211 of Greater Atlanta 404- 614 – 2906 dburnham@unitedwayatlanta.org Don Zubler Operations/Team manager 404- 614 – 1017 dzubler@unitedwayatlanta.org THANK YOU FOR VISITING OUR CONTACT CENTER!