1. December 2010 Contact Center

2. Presentation Purpose Provide an update on the contact center project Share information with the intent to answer questions management may have about the current setup

3. Project Refresher 2007 contact center test conducted 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 Email – not tested at the time Chat service –not tested at the time 2007 test summary findings What worked Call consolidation and tracking Phone system technology Issues encountered Staffing (identify who and how many) Knowledge level of staff oIn-depth training needed Process for contact escalation Public confusion about where they were calling or wanting a specific location

4. Project Refresher (cont’d) Staff how? 2008-2009 discussions continued but no progress made HPLD to date has not been able to identify existing staff to reallocate as dedicated resources to the contact center Ideal remains to have central resources manage all phone, email and chat services but without increasing FTEs (if staffing internally estimate 6 staff to cover ) Let’s try a service Decision reached to test complimenting HPLD staff with external service Eliminate problematic phone tree Ensure a live person answer Offload locations to some extent 2010 Contact Center test initiated

5. Project Refresher External service test (Intelligent Office) -April 2010 Test for 6 months starting in July ACHIEVED: Have data from which service decisions can further be made *too slow to answer, etc) Average wait for a live person is no longer than 30 sec Measured, consistent message for answering (measure via spot check) 50% of interactions are resolved on first contact No clear baseline: Reduction in number of complaints received about not reaching the right person No clear baseline or measure: Establishing contact center will not adversely impact existing location QOS, rather, it will improved branch QOS Assumption: Approximately 5000 calls/month being received Average 3 minutes per call

6. IO WILL FORWARD 1. calls IO can’t answer 2.Pass through calls from 6p-9p and weekends when IO closed/branches open 888-861-7323 720-685-5100 970-506-8500 970-506-8600 970-506-8460 720-685-5200 970-506-8640 970-506-8550 Calls are redirected from our system to Intelligent Office Farr 8507 (Includes DSS) CP 8610 LP 8470 CVR 5105 Erie 5205 HIGH LEVEL VIEW OF CALL FLOW

7. Detailed Call Flow If staff do not answer the local voicemail will be heard. For any issues regarding the Contact Center service contact Note the webinquiry email box can be opened by any staff member using outlook, File, Open, other others inbox IO Open IO Able to Answer HPLD Open YesNo Call will pass to individual branch and local answer or voicemail No Yes IO Systems takes message and sends to webinquiry Cold trans standard calls Warm trans upset or complex calls To webinquiry process Yes = ~60 % No = ~ 40% Call Start Call Done HPLD

8. Data IO on average answers 60%-70% of calls October 2683 calls during week days – 63% answered by IO 369 calls received when libraries are closed Lose data Unable to easily track through HPLD system M-F 6p-9p On weekends when libraries are open

9. IDTime ReceivedCallerDurationHold TimeTransfer TimeUserTransferred To High Plains Library District 7081 (42 calls) 3E+0611/22/2010 08:37:27 AM7209392440152 secs0 times (0 secs) Christina Attempted Transfers: Notes: 3E+0611/22/2010 08:50:56 AM303717486624 secs0 times (0 secs) Christina Attempted Transfers: Notes: hours 3E+0611/22/2010 08:59:36 AM303776713824 secs0 times (0 secs) Krysta Attempted Transfers: Notes: 3E+0611/22/2010 09:00:17 AM303772978339 secs0 times (0 secs) Christina Attempted Transfers: Notes: calender 3E+0611/22/2010 09:01:47 AM303447818723 secs0 times (0 secs) Krysta Attempted Transfers: Notes: 3E+0611/22/2010 09:40:41 AM970669665834 secs0 times (0 secs) 1 times (13 secs) Christina1-970-506- 8620?10012 Attempted Transfers: 1-970-506-8620?10012 Notes: Reports include : What library was called Time of call Caller phone number Who answered phone Duration of Call If transfers were attempted or who call was transferred to Hold and transfer time Total average time to answer

10. Current Status What’s working Have current stats Live person answers quickly Notable number of issues trace back to HPLD Need clear data from staff – (use form..etc here) Do help patrons w/ card and PIN Realities - the challenges Phone call quality (us, caller carrier, IO?..) Calls can be transferred to less than ideal location IO staff are not HPLD staff and are limited to information available on the website Prepping to wrap up project Final secret shopper exercise Pass = continue on month to month basis Fail = retest and double fail  cancel service

11. Call Handling The process is HPLD defined Warm or cold transfer After hours process Do we let patron leave voice mail Addressing same issues as were noted in internal test Decisions Cold transfer (except in cases of angry customer or complex issue) Continued hurdles we’ll face: User wants live person and may get voicemail Some locations may get call for elsewhere

12. Challenge remains the same Challenge No phone tree Answer quickly, consistently with a live person in a friendly way Capture data from which decisions can be based

13. We Define The Process (concerns) Process HPL DIONotes Hours of coverage (M-F 8a-6p) x but HPLD could use other 24x7 services Call transfer process x defines if transfer can be made Do we provide over the phone renewal support for people without card information x Warm or cold transfer x What to do with call if HPLD transfer cannot be reached (i.e. noone picks up at HPLD) x How to accept/manage calls from 6p-9p x How to accept/manage calls from 9p-8a x Who or what department to transfer to x HPLD needs to improve information provided on who/what department to transfer to How many attempts are made to contact HPLD before taking message or trying an alternate location x Reporting information x Largely HPLD limited to default data capture IO can provide ……..

14. Moving Forward Month to month use of IO services for time being secret shopper testing Phone system replacement initiates in 2011 Ongoing review to improve phone and virtual interaction management (web, email, phone) Ongoing Several potential ways things may evolve Hybrid Internal staff management (? still who) Contractors