Slide 1 – CAIRS - California Alliance of Information & Referral Services

spectacularscarecrowAI and Robotics

Nov 17, 2013 (3 years and 11 months ago)

73 views

It’s not about Technology . . .


It’s about Service



AIRS 30th I & R Annual

Training and Education Conference


Marianne Galleon Amy Latzer Minh Dang

Technical Director


Chief Operations Officer Workforce Manager

211 LA County



211 LA County



211 LA County

Workshop Goals


ACD/Hunt Groups/Announcements


Interactive Voice Response


Call Reporting


Metrics


Call Recording


Remote Agents


Workforce Management Software


Portal


Web Based Information






Private Branch Exchange

(PBX)


A PBX

(P
rivate
B
ranch E
x
change) is phone equipment located at your agency that
provides telephone features within a building or group of buildings.


Features can include:


ACD


Automatic Call Distribution



Announcements

Attendant Console



ARS


Automatic Route Selection

Call Conferencing




Call Transfer and/or forward

CTI
-

Computer Telephone Integration


Hunt Groups

Malicious Call




Messaging


Music/Tape on Hold



Number/Time of calls in queue

Reports





Remote Agent


Return to Point of Origin



Outbound Call Routing


SMDR


Station Message Detail

Record

Supervisor Assistance


VoIP





Wallboard




ACD and Hunt Groups


What is an ACD?


Automatic Call Distributor (ACD) is a device or
system that distributes incoming calls to a specific
group of terminals that agents use.


What is a Hunt Group?


A hunt group refers to the method of distributing
phone calls from a single destination number to a
group of several phone lines or groups called agents.

ACD and Hunt Group impact

on caller experience


A hunt group will allow you to customize the
experience a caller has when they attempt to contact
your agency


You can route a call to a Specialist that has expertise for
the line the caller selects in the IVR


When hunt groups are properly maintained, the work
load is balanced appropriately boosting service levels;
this contributes to more calls answered with a shorter
wait time.

Call management system

report usage


Track call information


Number of call offered


Number of calls handled


Average speed of answer


Average handle time


Abandonment rate


Service Levels (% of calls answered in __# of seconds)


Track agent information


Staffed hours


Number of calls handled


Average handle time


Productivity


Split
-
Sample Report

Multi
Split
Summary
Printed:
5/15/2008
11:03 PM
Split/Skills:
11;5;17;3;15;52;9;51;8;1;29;2;4;7
ACD:
INFOLINE_CMS
Dates:
April 1-31, 2008
Avg
Avg
Avg
Avg
Avg
Extn
Extn
Speed
Aban
ACD
Talk
After
Hold
Aban
Aban
Max
Out
In
Svc
Service
Split
Ans
Time
Calls
Time
Call
Time
AHT
Calls
%
Delay
Calls
Calls
Level
--------------------------------------------------------------------------------------------------------------
Totals:
:19
1:06
38914
3:45
:51
1:05
341
1671
0.043
19:22
12768
830
84.49
--------------------------------------------------------------------------------
-----------------------------
English 211
0:20
1:03
24546
3:24
0:42
1:05
310
1113
0.045
19:22
5790
112
83.89
Spanish 211
0:14
1:21
6036
3:47
0:40
0:48
315
155
0.026
15:16
1791
27
89.45
Elder Abuse
0:09
0:26
2217
7:09
3:10
1:39
717
53
0.024
7:33
1124
41
94.01
Taped Library Return
0:08
0
21
2:15
0:40
0:07
182
0
0
1:17
4
0
95.24
Disaster
1:51
1:14
1
0:28
0:15
0:14
57
7
7
3:42
2
0
0
Winter Shelter
0:14
2:31
378
2:59
0:41
1:08
289
20
0.053
7:51
145
2
80.75
Employer Call Center
0
0
0
0
0
0
0
0
0
:00
0
0
0
Emergency Food Eng
0:35
1:01
1826
3:39
0:38
1:07
324
101
0.055
7:38
1370
163
75.19
Code Enforcement
0:24
1:06
1022
3:12
1:05
1:08
324
77
0.075
10:45
950
283
79.62
Emergenc Shelter Eng
0:29
1:10
1837
4:26
0:57
1:12
395
95
0.052
6:40
803
22
77.9
DPH Afterhours
0:09
1:06
476
3:09
0:47
1:07
303
12
0.025
5:03
44
1
92.62
Father's Heart
0:00
0
3
2:45
2:54
0
0
0
0
:00
1
1
100
Emergency Food Spn
0:24
1:20
365
5:14
0:38
1:13
425
17
0.047
5:23
579
175
82.2
Emergenc Shelter Spn
0:33
1:44
186
5:46
1:02
2:22
550
21
0.113
9:30
165
3
74.4
Supervisor Report Sample

Supervisor
Report
Dates:
4/1/2008-4/30/2008
Printed:
5/15/2008
11:12 PM
Agent
group:
All
ACD:
INFOLINE_CMS
Supervisor
ACD
Staffed
Aux
%
in
Avg
Avg
Avg
Avg
%
Calls
Time
Time
Aux
Talk
After
Hold
Handle
Trans
Held
Time
Time
Call
Time
Time
--------------------------------------------------------------------------------------------------
Totals:
48202
8686:40:00
1895:37:00
22
3:53
0:52
0:59
5:44
15
31
--------------------------------------------------------------------------------------------------
CRA 1
1514
177:15:00
38:22:00
22
3:08
0:47
0:51
4:46
14
34
CRA 2
1110
187:08:00
44:22:00
24
3:18
0:37
1:04
4:58
11
33
CRA 3
1160
164:22:00
37:01:00
23
4:31
0:52
0:46
6:09
14
38
CRA 4
763
114:40:00
29:09:00
25
3:35
1:16
0:22
5:13
23
27
CRA 5
1241
179:37:00
36:14:00
20
4:18
1:27
1:22
7:08
12
24
CRA 6
538
159:18:00
38:13:00
24
5:28
1:19
0:48
7:34
46
79
CRA 6
1263
183:55:00
36:20:00
20
2:28
0:40
0:29
3:37
13
18
CRA 7
598
141:16:00
29:30:00
21
4:57
0:41
0:57
6:35
42
66
CRA 8
507
72:20:00
18:13
25
2:22
0:43
1:08
4:14
23
65
CRA 9
323
41:45:00
1:26
3
2:24
0:12
0:54
3:31
8
68
CRA 10
1360
158:22:00
32:34:00
21
3:54
0:37
1:12
5:43
11
29
CRA 11
1222
210:24:00
43:18:00
21
2:58
1:48
0:59
5:46
24
50
CRA 12
1175
175:26:00
30:03:00
17
3:33
0:54
1:24
5:52
13
49
CRA 13
1022
177:25:00
36:42:00
21
5:11
0:39
1:07
6:58
17
29
CRA 14
1572
179:20:00
40:46:00
23
3:25
0:58
0:39
5:03
12
18
Sample Productivity Report

Date: April 1st to April 30th
Agent Name
Handled
ACD
Hours
ACW
Hours
AUX
Hours
AVAIL
Hours
Staffed
Hours
Avg
ACD
Avg
ACW
Productivity
Totals
44952
2935
813
1635
2207
7740
235
65
66%
CRA 1
807
68
16
41
59
186
301
73
68%
CRA 2
1543
101
11
42
20
176
235
27
69%
CRA 3
1298
87
21
29
24
161
241
57
69%
CRA 4
697
66
15
37
58
177
339
78
70%
CRA 5
598
49
7
30
51
141
297
42
71%
CRA 6
1409
94
10
37
27
170
240
25
71%
CRA 7
1263
52
15
36
79
184
148
44
71%
CRA 8
393
35
13
26
62
137
323
115
71%
CRA 9
265
22
5
17
36
80
294
73
72%
CRA 10
1022
88
12
37
39
177
312
42
72%
CRA 11
1025
68
10
38
67
187
240
34
72%
CRA 12
992
75
17
31
64
193
273
62
72%
CRA 13
208
10
9
22
76
119
178
157
73%
CRA 14
594
38
12
23
66
143
231
71
73%
CRA 15
402
21
3
18
42
85
191
27
74%
Interactive Voice Response
-

IVR


An IVR is connected to the PBX. It provides the ability for the inquirer to
interact with the phone system or be guided by the use of voice or touch tone
prompts. Features can include:



Speech/Voice Recognition

TTY/TTD Recognition


Speech to Text



Faxing


Outbound Calling


Reports






Inquirers are guided through the system based on prompts such as language
needs, service needs or TTY. An IVR can also be used to reduce phantom
calls, provide automated surveys, quality control store responses. Based on
the inquirers response or selection the call is then routed to a specialist,
service selected, recorded message or other available features.

Other uses can include routing calls by zip code or area code, interactive
survey, quality control questionnaire or taped library information.


IVR Example for Language

and Phantom Call Reduction


Intro Message
1
.
English
2
.
Spanish
3
.
TTY
4
.
Korean
5
.
Armenian
6
.
Mandarin
7
.
Cantonese
8
.
Tagolog
9
.
Vietnamese
0
.
Cambodian
TTY message in Baudot
1
.
English
2
.
Spanish
3
.
TTY
4
.
Korean
5
.
Armenian
6
.
Mandarin
7
.
Cantonese
8
.
Tagolog
9
.
Vietnamese
0
.
Cambodian

Second Message
I
1
.
English

2
.
Spanish
3
.
TTY
4
.
Korean
5
.
Armenian
6
.
Mandarin
7
.
Cantonese
8
.
Tagolog
9
.
Vietnamese
0
.
Cambodian

Final Message

Caller is given
800
number to call
.
Any number defaults
to English
.
Disconnect
Intro Message:



Hello you’ve reached 211 LA County. For English press or say one, for Spanish



press or say two (spoken in Spanish) and so on in all the languages listed.


The IVR also recognizes TTY/TDD DTMF (
D
ual
T
one
M
ulti
-
F
requency) for touch
-

tone and Baudot that traditional TTY/TDD devices use.


Inquirers have the option of pressing a number or speaking the number or language.


After four opportunities to make a selection the inquirer is then given a toll free number
and the call is disconnected.

Secondary Menu Options

Message
:
For quality control
your call will be recorded
.
1
.
2
.
Childen
0


5
3
.
Em Food
&
Shelter
4
.
Code
/
Animal Cruelty
5
.
King
/
Drew
7
.
All other services
2
.
211
Children
0
-
5
Queue

3
.
Caller selects
1
.
Em Food Queue
2
.
Em Shelter Queue
3
.
Domestic Violence routes
to
211
Main English Queue
7
.
Call routes to Main
211
Queue

4
.
Code Enforcement Queue

5
.
Drew
/
King recording
.


2
.
211 0


5
Queue


1
.
Emergency Food Queue

2
.
Emergency Shelter Queue

7
.
211
Main English Queue

4
.
Code Enforcement Queue

4
.
Transportation

1
.
Mental Health Access Center

2
.
Pharmacy

0
.
CRA


Inquirers hear a message in the language
selected to please hold while we locate a
translator
.
Routes to Translation queue

3
.
TTY server routes call to workstations
.
3
.
TTY
/
TDD inquirer
hears message in
baudot
.
IVR Best Practices



Make the options short and simple





Limit the number of voice menu choices to one
-
word responses.





Provide the option to speak with a specialists.





Provide the option for the inquirer to navigate the IVR using touch
-
tone

or speech recognition.





Standardize your menu with consistent prompts.






Limit the number of options to no more than 5 choices.




Allow inquirers who are familiar with your IVR menu to move quickly

through the IVR.




Make consistent choices throughout the IVR with the action key always

coming

after the action.




Use a single natural voice that is easy to understand.




When selecting your ‘voice’ be sure to choose someone who will be

available for future recordings.




Monitor and evaluate the IVR on a regular basis to call flow and

usability.





Plan a back up. How will you handle incoming calls if your IVR has

gone?





Don't forget the importance of managing your system
-

it would be

better for you to know that that your system is unavailable or has a

fault than for Inquirers to ring you on another line and tell you.




Don't assume that the implementation of an IVR will solve all of your

issues. A poorly designed IVR menu can increase your costs and

call volumes.




Don't be surprised to receive complaints about your "wonderful IVR"



there are people out there who don't like dealing with a machine.

IVR Considerations

Call System Reports




Call system reporting provides call information and management tools
to monitor and analyze the performance of your I&R center call flow
and specialists. Reports can be viewed in real
-
time or stored
historically to analyze trends, and establish performance benchmarks.
Report information can include:




Login/Logout by Specialist


Total time spent on a call


ring time, talk time, wrap up time


Calls Answered
-

Specialist, hunt group, trunk group



Calls Abandoned



Average Speed of Answer



Calls waiting



Hunt/Split Information



Trunk Information


Measures by day, month interval


Calls by specialist

Real
-
time System Reports


Service level monitoring is essential in a dynamic
environment. It dictates what adjustments are to be made,
and our ability to accommodate any requested changes to
the plan.

Historical System Reports


Historical data is an integral component of any strategic
and tactical plan.

Grouping System Reports


Dictionary definitions in Avaya CMS allow the user to
target data collection within a defined group.


Dictionary groups must be defined prior to report generation.


Workforce Management





Workforce management provides proactive planning and
real time implementation related to forecasting and
scheduling of contact center resources. This planning
includes long term strategic direction as well as flawless
tactical execution and real time control plans.



IEX TotalView software is an integrated workforce
management software that seamlessly unites all aspects of the
workforce management role, from strategic forecasting and
planning to real
-
time management and service level monitoring.



Automates many labor
-
intensive and time
-
consuming tasks,
such as historical data collection, scheduling, and workload
forecasting.

IEX TotalView




50,000 Foot View


Strategic
Forecast



Tactical
Forecast


Input


FTE impacts

Input


Shrinkage impacts

Input


AHT impacts

Input


Volume impacts

Output


Intraday
Performance Reports and
Schedules

Input


Current FTE

Input


Historical Shrinkage

Input


Historical Volume

Input


Historical AHT

Input


Historical Attrition

Next Step…

Call Recording






Call Recording allows recording of all or a percentage of incoming and
outgoing calls. Calls can be selectively recorded to verify information and
protect against errors, evaluate the performance of specialists, identify training
needs, fine
-
tune call handling procedures and liability issues. Supervisors can
listen to calls real
-
time or review archived calls, evaluate defined performance
goals individually and agency wide, view desk top screens simultaneously, be
alerted when predefined words are spoken, voices are raised on a call and can
produce a variety of reports. Features include:



100% of Calls Recorded


Real time and Historic Call Monitoring


Evaluation Forms


Score Cards


Screen Shoots on Desk top


Emotion Screening


Reporting by Specialist/Group/Agency



Searching for recorded calls

Evaluating a Call

Speech Analytics

Remote Agent


Remote Agent allows agencies to route calls to staff homes. This is a
computer based program that allows specialists to use the computer for
answering phone calls and making referrals, rather than splitting their time
between a telephone and a computer to complete a transaction. Both the
incoming calls and referrals are computer based.


Example: A call comes into the I&R/211 center. The specialist at home logs
into the PBX and the database on the computer. The PBX routes from the
office to the specialist. The specialist answers the call and provides referrals.


Provides same functionality at home that a specialist uses in the office.

Portal

A portal is a tool used to provide a single point of access to a
variety of information on an intranet or an internal network. The
portal concept allows organizations to provide centralized web
based applications, web sites and to post or display specialized
information such as protocols, schedules, training videos,
newsletters, surveys and projects that apply to your agency. The
objective behind portals are relatively simple



ease
-
of
-
use



central point of access



simple navigation



inclusive or a ‘one stop information application’



access through user login name



specific to agency needs

Software Vendors

Workforce Management

IEX


www.IEX.com

Monet


www.monetsoftware.com


Witness/Verint

www.verint.com


Call Recording

NICE


www.nice.com

TotalRecall


www.totalrecallVR.com

Verint


www.verint.com


Portal Software

Oracle


www.oracle.com

Web Office


www.weboffice.com


Red Dog


www.RedDogSoftware.com


PBX/ACD/IVR/Call Reporting

Cisco


www.Cisco.com

Avaya


www.Avaya.com


Nortel


www.Nortel.com


Mitel


www.mitel.com

NEC


www.nec.com

Inter
-
Tel


www.inter
-
tel.com


AIRS Website

www.airs.org/news/news_news.asp

AIRS Members Telecom Inventory


Call Center Resources

International Call Management

www.icmi.com

Institute


Call Center Magazine


www.callcentermagazine.com


Call Center Café Community

www.callcentercafe.com


Tele Plaza



www.TelePlaza.com


Bench Marks



www.benchmarkportal.com


Call Center E
-
Journal


www.callcenterejournal.com


CRM Exchange


www.crmxchange.com


Mind Tools



www.mindtools.com