1. Call Center to Contact Center

2. 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

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

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

5. 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 Advisory Committee
Stats: Callers demographics
ACD Messaging, Agents Scripts, Social Media, Technology, Real Time Info, Marketing Efforts, Quality, Follow-up Remote and Staffing

6. 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

7. How? E-Services: LIVE Chat, Text and Emailing Referrals, Emails
Technology: QR Code, 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

8. Continue…
Marketing Efforts: Logo, 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

9. 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, referrals and Live Chat
Promoting online capabilities increases exposure and awareness of all aspects of United Way  
2-1-1 remains relevant

10. Just take a listen to a satisfied Caller…

11. 2-1-1’s Story Board

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

16. Traditional vs. E- Services Contacts

17. 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.

18. 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
Policy – Who responds? How to respond?(templates)
Metrics – ASA - consider as next contact in queue.
E-Referral Delivery Policy – vs text

19. 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:
ing 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 ing referrals.

20. 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%
ed 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%

21. 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….

22. 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

23. Atlanta Ice Storm February 2014

24. Atlanta Winter Storm Pax

25. Remote Agent Dispersion Greater Atlanta Service Area
211

26. 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?

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

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

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

31. Customer Service Satisfaction Results – Web January – April 2014 (cont
How did you hear about the 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 website?

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

33. 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?

34. 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?

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

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