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

2. 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

3. History/Operations

4. Organization Structure of Kansas City, Missouri Revenue Division

5. 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 – agent desktop, reporting system and phone routing

6. 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

7. Historical Drop Call Rate

8. Benefits of our upgraded phone technology

9. 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

10. 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

11. 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.

12. 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

13. 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

14. Reporting

15. 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%

16. 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

17. 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/ :57
1/30/ :01 11
4:03:13
2/1/2017 9:36
2/1/ :58
8:22:28
2/2/2017 9:09
2/2/ :05
8:55:43
2/3/2017 9:10
2/3/ :04
8:54:07

18. Results

19. Successful Project – Improved Customer Service

20. CHALLENGES / QUESTIONS FOR THE FUTURE

21. IRS Compatibility of VOIP system
Process Mapping

22. Questions / comments?

23. SEE YOU IN KANSAS CITY FOR MSATA 2018!