Test Review & Next Steps

 Test Deliverables  Obtain clear data  Consolidate contact activities to relieve staff at all locations from monitoring the phone  For final week all locations were included in contact center  – not tested at this time  Chat service –not tested at this time

 Obtain Clear Data  Basic technology worked but capturing data was a manual process  Could get  Volume of calls by day/hour  Call Subject  Could not get  Wait time  Abandoned calls (calls where caller hung up)  ……..

RISKMITIGATION STEP Contact center technology is not cost effective or does not support needed design Obtain agreed upon minutes estimate and complete research, thorough testing and training during phase I to determine feasibility and best fit BASIC FUNCTIONALITY WORKED – MORE ENHANCED OPTIONS TO BE DISCUSSED Staff resources are not available or approved to adequately staff the call center Escalate to management to determine how to resolve (dedicated staff, other) Planned staffing is insufficientInclude in plan actions to be taken if staffing needs are higher. Have backup plan in testing phase to ensure no patron impact. Service is not consistent and solution rendered in effectiveConfirm scope is clear contact center is staff during all hours of operation and perhaps longer Long distance may prove costly Call volumes are high driving cost up Staff are not adequately trained to work in contact centerConfirm staff must be limited (not open to anyone) in order to provide training, set expectations and include in staff member rating process 100% of people not going through contact center (staff give out direct numbers) Provide training and awareness of issues if calls circumvent the contact center. Manage accordingly long term. Caller ID may prove confusing to public (getting calls from District as opposed to location) Provide information to the public

Location and Hours Program Inquiry Renewal Assistance Fines and Fees Hold AssistanceComplaint General Question Staff MemberOther AnsweredTransferredOther 10/ / / / / / / / / / / / / / Totals % of Total11.2%6. 4%17.9%4.3%9.1%0.64%20. 5%16.2%13.8% 64.53%27.54%7.93% Grand Total 1714

 February:  Tally Week 1 – 1488 calls  Tally Week 2 – 1142 calls  October:  Week 3 – 816 calls  Week 4 – 898 calls  Differences in call volume between months???  Holiday in February  February - Double counting of calls after being transferred  Not all locations participated fully in October test  Outreach and CVL

 What worked  Call consolidation and tracking  Phone system technology  Issues encountered  Staffing (identify who and how many)  Knowledge level of staff  In-depth training needed  Process for contact escalation  Public confusion about where they were calling or wanting a specific location

1. Implement “as is” 1. Adjustments will be made to account for extensions, staffing model, and training 2. Test with alternate technology 1. Support distributed staffing 2. More enhanced data

Recommendations 1. Implement “as is” with current phone system 1. Adjustments need to be made: 1. I.T. can create new extensions at service points so that staff can reach different libraries easily. 2. New staffing model needed (6+ highly trained staff whose sole responsibility is the contact center). 3. Single location model will need to be used (currently). 2. Continue to seek better technology to improve phone system and statistical tracking