Contact Center Discussion

Why we are bringing this topic to the PSC in the context 40 Counties: Contact Center Discussion Why we are bringing this topic to the PSC in the context 40 Counties: A few counties are examining the Regional Contact Center (RCC) model (Butte, for example) It has been 5 years since the initial concept of the RCCs was developed and implemented It has been more than 5 years since the original Contact Service Centers (CSCs) were deployed Los Angeles operates their CSCs separately from the LRS; however, collaboration and sharing of business practices across all 40 counties will provide a wide perspective of call center processes We believe that with the apparent reduction in call volume to the RCCs and the amount of time since we deployed the CSCs, now would be a good time to re-visit the models and best practices of both RCCs and CSCs The committee responsible for the CSCs/RCCs is operations focused; we believe a strategic review of the CSCs/RCCs at this point in time is appropriate We are seeking guidance from the PSC regarding the priority of and participation in such an activity

Background on Customer Service Centers (CSCs) Contact Center Discussion Background on Customer Service Centers (CSCs) Background on Regional Contact Centers (RCCs) Discussion about the business model for CSCs/RCCs Discussion about Calabrio

Background on Customer Service Centers (CSCs) Contact Center Discussion Background on Customer Service Centers (CSCs) Some counties decided to answer customer calls through a call center—this involved significant process and technology change. These call centers (usually referred to as CSCs) vary by county on the numbers of agents, service levels, skill sets of agents, processes, and programs The C-IV based call centers handled approximately 188,000 calls in March. The Los Angeles based call centers receive approximately 600,000 calls per month, of which approximately 450,000 are handled by agents. County Programs Butte CalFresh CalWorks Medi-Cal Humboldt - Kern Kings Los Angeles Marin Monterey Riverside San Bernardino Shasta Stanislaus Sutter Yuba

Background on Regional Contact Centers (RCCs) Contact Center Discussion Background on Regional Contact Centers (RCCs) County Subscriber Counties Butte N/A Humboldt (R6) Colusa El Dorado Lake Mendocino Nevada Kern Kings Los Angeles Merced (R5) Alpine Amador Calaveras Inyo Madera Mariposa Mono Tuolumne Monterey (R3) San Benito Riverside (R1) Imperial San Bernardino (R2) San Joaquin Shasta (R7) Del Norte Lassen Modoc Plumas Sierra Siskiyou Tehama Trinity Stanislaus (R4) Marin Napa Sutter Yuba Coverage Requirements: Non-Open enrollment period: Monday – Friday 8:00am – 5:00pm Open Enrollment period: Monday – Saturday 8:00am – 5:00pm Non coverage hours calls are answered by voicemail system for RCCs to follow-up on next business day Calls are generated from Covered California Quick Sort process and transferred to RCCs by Covered CA Service Center Rep (SCR). Calls are MC Intake calls. Call handling instructions are provided in the RCC Intake Protocol Document (Located on Web Portal). Call Log is used to track calls for subscriber counties.  Subscriber counties also work the Subscriber County Review List page in the application. Call volumes have declined significantly for the C-IV based RCCs to less than 300/month and for LA it is less than 500/month.

Discussion about the business model for CSCs/RCCs Contact Center Discussion Discussion about the business model for CSCs/RCCs Would it be helpful if the Project hosted a conference to review the current CSC and RCC models with all 40 Counties in an effort to answer: What are the best practices learned from the various models that have been implemented? What is the future of the CSCs? What should the future model of the RCCs become? Stay the course with multiple diverse RCCs? Consider RCC consolidation? What is the projected impact, if any, of becoming CalSAWS? Such a conference should consider Brown Act compliance in determination of participants So, who should participate?

Discussion about Calabrio Contact Center Discussion Discussion about Calabrio Calabrio provides call recording and workforce management History of Calabrio The CSCs went live with Nice (the largest market share for call recording and workforce management tool), but there were problems with support and upgrades. Research showed Calabrio was the best alternative so a demo of Calabrio was presented to the IVR/Contact Center Committee.   The core components/features were discussed and the Committee decided move to Calabrio. Marin went live shortly after the decision to move to Calabrio (12/8/2017), so they chose to be the first fully on Calabrio (rather than go live on Nice and switch later). All other counties have been using Calabrio call recording since 3/1/2018 and have had access to both Nice and Calabrio for workforce management since 3/1/2018. Outstanding items with Calabrio (and the current resolution path being pursued) There are 6 outstanding issues with Calabrio, 4 of which are addressable by either a version upgrade of Calabrio, or upgrading certain Microsoft files. The 5th issue concerns the colors of activities and is addressable by the counties following training provided by the Project. One issue that has been identified regards schedule increments. The smallest scheduling increment that Calabrio supports is 5 minutes. San Bernardino requires 1 minute intervals. The Project Team is working with Calabrio to resolve, however the resolution is not yet known. 

Work with the RPMs to schedule the Conference Contact Center Discussion Next Steps Prepare a request to the Counties for participation in the CSC/RCC conference Work with the RPMs to schedule the Conference Provide status reports back to the PSC of the progress of the Conference planning effort Conduct the Conference Report on the results of the Conference