Introduction - Equal Employment Opportunity Commission (EEOC) Enforces federal employment laws that make it illegal to discriminate against a job applicant or employee Bases Covered: – Race, Color, Religion, Sex (including pregnancy), National Origin, Age (40 or older), Disability, or Genetic Information Applies to all types of work situations including: – Hiring, firing, promotions, harassment, training, wages, and benefits

The EEOC Intake Information Group (IIG) Provides frontline support by covering the EEOC’s National Toll-Free phone line as well as providing prompt responses to inquiries Operates a virtual contact center with full site-to-site rollover capabilities Comprised of EEOC office staff located in 15 districts across the US Handle inbound calls and from the public who have experienced employment related discrimination, have general questions about the EEOC, or want to check the status of their charge. Receives approximately 55K calls and 2K s each month – 28K offered to the Intake Information Representatives (IIRs) – 27K handled by the IVR During a typical month, 80% of transactions are resolved by the IIG and 20% are forwarded to an EEOC office for resolution

Measuring the Customer Experience Measured through traditional Call Monitoring, Calibration Sessions, and Accessibility and Efficiency Reports – Call Monitoring; traditional random sampling of approximately 2% of monthly call volume – Calibration Sessions; monthly with each Supervisor – Accessibility and Efficiency Reports; service level and response time, abandoned calls, longest delay, handle time, calls transferred or escalated, and more. IIR Forums (currently under pilot) – Excellent practice in measuring employee and customer satisfaction from the IIR’s perspective Measuring customer satisfaction through Continuous Improvement – Six Sigma Project; Developing on-line library of live demonstration calls; includes peer review of calls and process capability comparisons – IIR participants have significantly higher quality and performance scores

Customer Satisfaction Survey Customer Satisfaction Survey Results Key Outcome – Created a First Call Resolution (FCR) Index in the Monitoring Form to determine if “next step” information was provided CS Survey Program Impact Recognized that a stronger focus needed on metrics that supported FCR – Appropriate Use of the Intro/Closing Call Flow – Providing Time Limits – Appropriate use of Knowledge Database

Three Takeaways for Audience Consideration Listen to the Customer Service Representatives, being the first contact resource for the agency, they hear it all and can provide a unique perspective (especially on customer expectations). Understand that employee satisfaction is directly related to customer satisfaction. Provide call agents with an opportunity to participate in continuous improvement special projects – have projects in the pipeline so that continuous improvement can remain a constant focus.