Call HandlingNavigating through the Twists and Turns of Call Logging and Routing of Service Requests
Call HandlingNavigating through the Twists and Turns of Call Logging and Routing of Service Requests
Halima M. Arias, Customer Service Manager for the Norfolk Cares IMPACT Call Center for the City of Norfolk, VAHalima M. Arias, Customer Service Manager for the Norfolk Cares IMPACT Call Center for the City of Norfolk, VA
Call Handling, Logging and RoutingCall Handling, Logging and Routing
Call handling is the management of inbound oroutbound telephone calls. There are two types ofcall handling services. Inbound call handlingservices involve the management ofcommunications from customers to your business.Outbound call handling services are those whichhelp manage telephone calls from your businessto its customers, supplier or other contacts. Callrouting encompasses getting a placed call fromone endpoint to another through the network.
Each town, city, county, or state addresses callhandling differently to appropriately address theneeds of their respective constituents.Additionally, each location has differenttechnology that equips them with the ability toperform logging and routing tasks each again,being specific to their location.
Call handling is the management of inbound oroutbound telephone calls. There are two types ofcall handling services. Inbound call handlingservices involve the management ofcommunications from customers to your business.Outbound call handling services are those whichhelp manage telephone calls from your businessto its customers, supplier or other contacts. Callrouting encompasses getting a placed call fromone endpoint to another through the network.
Each town, city, county, or state addresses callhandling differently to appropriately address theneeds of their respective constituents.Additionally, each location has differenttechnology that equips them with the ability toperform logging and routing tasks each again,being specific to their location.
Call Center SpotlightCall Center Spotlight
City of Norfolk, VAMontgomery County, MDCity of Chesapeake, VA
City of Norfolk, VAMontgomery County, MDCity of Chesapeake, VA
City of Norfolk, VACity of Norfolk, VANorfolk Cares IMPACT Call CenterNorfolk Cares IMPACT Call Center
BackgroundBackground
The world came to Norfolk in 1907 when the Jamestown Exposition, commemorating the 300th anniversary of the first permanent English settlement in America, was held at Sewell’s Point. Two World Wars more than doubled the city’s population and a series of annexations ending in 1959 brought Norfolk to her current size.
In recent years revitalization programs have led to changes throughout the city. Our vibrant downtown commercial hub mixes with a menu of cultural offerings, educational opportunities, diverse neighborhoods and a comfortable blend of the old and new. From a tiny town of 50 acres, Norfolk has grown to 61.86 square miles and a population of more than 245,000.
The world came to Norfolk in 1907 when the Jamestown Exposition, commemorating the 300th anniversary of the first permanent English settlement in America, was held at Sewell’s Point. Two World Wars more than doubled the city’s population and a series of annexations ending in 1959 brought Norfolk to her current size.
In recent years revitalization programs have led to changes throughout the city. Our vibrant downtown commercial hub mixes with a menu of cultural offerings, educational opportunities, diverse neighborhoods and a comfortable blend of the old and new. From a tiny town of 50 acres, Norfolk has grown to 61.86 square miles and a population of more than 245,000.
Norfolk Residents, City Council and Administration Vision and PrioritiesNorfolk Residents, City Council and Administration Vision and Priorities
In 2011, Norfolk residents joined with City Council and the administration in an exciting process to identify their vision and priorities for Norfolk. This on-going effort recognizes that in order to become a Well-Managed Government, we must work together to provide programs and services that are a priority to our community and to provide them well.
Each priority has a “vision statement” describing what success looks like. These priorities are: Accessibility, Mobility and Connectivity
Economic Vitality and Workforce Development
Environmental Sustainability
Lifelong Learning
Safe, Healthy and Inclusive Communities
Well-Managed Government
In 2011, Norfolk residents joined with City Council and the administration in an exciting process to identify their vision and priorities for Norfolk. This on-going effort recognizes that in order to become a Well-Managed Government, we must work together to provide programs and services that are a priority to our community and to provide them well.
Each priority has a “vision statement” describing what success looks like. These priorities are: Accessibility, Mobility and Connectivity
Economic Vitality and Workforce Development
Environmental Sustainability
Lifelong Learning
Safe, Healthy and Inclusive Communities
Well-Managed Government
Insight into IMPACTInsight into IMPACT
Norfolk Cares was started in 2004 under the direction of the former City Manager and City Council to address citizen questions and concerns in a central location. In 2011, our City Manager Marcus Jones revised the vision and focus of Norfolk Cares and we became the Norfolk Cares IMPACT Call Center. Our goal is to bring a customer-focused one-stop shop for residents to interact with the City - either for information or to make requests or concerns; to make this interaction more efficient, data-driven, and to ensure quality control.
For the calendar year 2014, the Norfolk Cares IMPACT Call Center has answered:
131,804 Telephone Calls
6,164 E-Mails
16,400 Online Requests
2,926 Mobile iPhone Requests
IMPACT has a staff of 12 full time Citizen Service Advisors, 1 Operations Supervisor, 1 Customer Service Manager, and 1 Technology Manager
Norfolk Cares was started in 2004 under the direction of the former City Manager and City Council to address citizen questions and concerns in a central location. In 2011, our City Manager Marcus Jones revised the vision and focus of Norfolk Cares and we became the Norfolk Cares IMPACT Call Center. Our goal is to bring a customer-focused one-stop shop for residents to interact with the City - either for information or to make requests or concerns; to make this interaction more efficient, data-driven, and to ensure quality control.
For the calendar year 2014, the Norfolk Cares IMPACT Call Center has answered:
131,804 Telephone Calls
6,164 E-Mails
16,400 Online Requests
2,926 Mobile iPhone Requests
IMPACT has a staff of 12 full time Citizen Service Advisors, 1 Operations Supervisor, 1 Customer Service Manager, and 1 Technology Manager
Insight into IMPACTInsight into IMPACT
Technology: In-House Customer Relationship Management
system designed by our GIS division titled “IMPACT”
Citizen Request Tracker Online Self-Service web tool through Civic Plus
iPhone Mobile application through Civic Plus
AVAYA Telephony system
TASKE Reporting system
Technology: In-House Customer Relationship Management
system designed by our GIS division titled “IMPACT”
Citizen Request Tracker Online Self-Service web tool through Civic Plus
iPhone Mobile application through Civic Plus
AVAYA Telephony system
TASKE Reporting system
Responsibilities Responsibilities
Norfolk Fire-Rescue Fire Red Tags (Administrative Responsibility)
Placards (Administrative Responsibility)
General Services
Neighborhood Development
Division of Parking
Public Health
Public Works
Parks and Urban Forestry
Utilities
Animal Care Center
Norfolk Fire-Rescue Fire Red Tags (Administrative Responsibility)
Placards (Administrative Responsibility)
General Services
Neighborhood Development
Division of Parking
Public Health
Public Works
Parks and Urban Forestry
Utilities
Animal Care Center
Elections
Retirement
Norfolk Redevelopment & Housing Authority
Planning and Community Development
Police
TFC Recycling
Waste Management
General Inquiries and Information (Citywide)
Workshops & Neighborhood Events
Elections
Retirement
Norfolk Redevelopment & Housing Authority
Planning and Community Development
Police
TFC Recycling
Waste Management
General Inquiries and Information (Citywide)
Workshops & Neighborhood Events
Our Process (Service Requests)Our Process (Service Requests)
Service Request Journey Mapping (Telephone, E-Mail Correspondence)Service Request Journey Mapping (Telephone, E-Mail Correspondence)
Service Request Journey Mapping (Online Self-Service and Mobile Application)Service Request Journey Mapping (Online Self-Service and Mobile Application)
Our Process (Informational Calls) Our Process (Informational Calls)
Journey Mapping (Informational Calls)Journey Mapping (Informational Calls)
Incoming Informational Request comes in via,
telephone, e-mail, iPhone app, or online self-service
Citizen Service Advisor provides answer for
informational request.
Informational request is logged into our CRM
utilizing FAQs available.
Call Navigation and Service Request Routing OutcomesCall Navigation and Service Request Routing Outcomes
Decrease in the number of Missed Bulk Waste Collections Decrease in the number of Missed Bulk Waste Collections
91
248
200
151
103 109
167
72
100
185
218
119
46
16
34 3347 47
69
93
4864
5038
20
0
50
100
150
200
250
300
Waste Management IMPACT Activity Missed Bulk Collections
Call Navigation and Service Request Routing OutcomesCall Navigation and Service Request Routing Outcomes
Improved Performance Scorecards for Departments Improved Performance Scorecards for Departments
97.57%
94.74%
98.24%
95.55%
94.06%
92.52%
96.80%
88.79%
95.22%94.45%
97.60%
95.69%
84.00%
86.00%
88.00%
90.00%
92.00%
94.00%
96.00%
98.00%
100.00%
Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14
2014 Neighborhood Quality Performance Scorecard
Montgomery County, MarylandMontgomery County, MarylandMC311 Customer Service CenterMC311 Customer Service Center
BackgroundBackground
Montgomery County contains 497 square miles (or 316,000 acres) of land area. The 2013 estimate County population was 1,004,709 in 2012, consisting of 47.8 percent White (non-Hispanic) and 52.2 percent cultural minorities. About 39.1 percent of Maryland’s foreign-born population resides in Montgomery County.
The 2012 median household income was $94,965. The County’s estimated labor force for September 2013 is 538,848 with an unemployment rate of 4.9 percent. Montgomery County is an employment center with 59.6 percent of the workforce residing and working in the County. For the 2013 Fall enrollment, 151,607 pupils were registered in the County’s schools.
The total approved FY15 Operating Budget for the County Government is $1,937,841,943.
Montgomery County contains 497 square miles (or 316,000 acres) of land area. The 2013 estimate County population was 1,004,709 in 2012, consisting of 47.8 percent White (non-Hispanic) and 52.2 percent cultural minorities. About 39.1 percent of Maryland’s foreign-born population resides in Montgomery County.
The 2012 median household income was $94,965. The County’s estimated labor force for September 2013 is 538,848 with an unemployment rate of 4.9 percent. Montgomery County is an employment center with 59.6 percent of the workforce residing and working in the County. For the 2013 Fall enrollment, 151,607 pupils were registered in the County’s schools.
The total approved FY15 Operating Budget for the County Government is $1,937,841,943.
Insight into MC311 Customer Service CenterInsight into MC311 Customer Service Center
Single point of contact for County Government non-emergency requests for service/information
User-friendly 24/7 website www.mc311.com Every customer contact is captured with a service request Real-time information and analysis to effectively plan and allocate
resourcesConsolidation of departmental call centers and information
tracking systems to provide greater efficiency and cost savings
Single point of contact for County Government non-emergency requests for service/information
User-friendly 24/7 website www.mc311.com Every customer contact is captured with a service request Real-time information and analysis to effectively plan and allocate
resourcesConsolidation of departmental call centers and information
tracking systems to provide greater efficiency and cost savings
MC311 TechnologyMC311 Technology
CRM
Siebel 8.1 Public Sector Base
Siebel SmartScripts
Siebel CTI – Tool Bar
Siebel E-mail Response
Siebel Quality Management
Business Intelligence
(BI)/Reporting
Oracle OBIEE 10
Oracle BI Publisher
Analytics – Data Warehouse
Oracle Contact Center Telephony
Analytics
Oracle Service Analytics
GIS
ESRI ArcGIS
CTI
Avaya - Interaction Center (IC) 7.2
Avaya -Call Management
System (CMS)
ResponsibilitiesResponsibilitiesHours of Operation
Monday through Friday, 7 a.m. to 7 p.m. Online access available 24/7/365
o Visit mc311.com or tweet us @311MC311 Emergency Response Activations
Staffing 45 Customer Service Representatives handle about 10,000 requests each week Handle intake for 38 County Departments and Offices as well as non-Montgomery
County agencies, including some non-profits.
Hours of Operation Monday through Friday, 7 a.m. to 7 p.m. Online access available 24/7/365
o Visit mc311.com or tweet us @311MC311 Emergency Response Activations
Staffing 45 Customer Service Representatives handle about 10,000 requests each week Handle intake for 38 County Departments and Offices as well as non-Montgomery
County agencies, including some non-profits.
Our Process (Fulfillment at Department)Our Process (Fulfillment at Department)
Call comes into the call center has an associated Service
Request with a unique identifier.
Center captures the information required by the department
and assign the Service Request to them. The department, area and sub-area are automatically
populated when the CSR attaches the KBA.
Department fulfills the service within the stated SLA and to
add notes as to the disposition of the service.
If customers call back to check on the status of their request, the CSRs are able to provide
them a status update.
All information is stored in our Siebel CRM Database and can
be queried.
Our Process (General Information) Our Process (General Information)
Call comes into the call center has an associated Service Request
with a unique identifier.
General Information Service Requests are closed here by the
Customer Service Representatives, These items include things like
Hours of the Library and where to get parking permits, etc.
Certain calls can be transferred to a Tier 2 Customer Service
Representative who has access to a department system that
provides greater level of details on Property Tax Issues, Permitting
Questions, and Health and Human Services applications.
Often times, the Tier 2 CSR is able to provide the information
requested by the customer and can close out the request.
All of this information is stored in our Siebel CRM database and can
be queried.
City of Chesapeake, VACity of Chesapeake, VA
Chesapeake Customer Contact CenterChesapeake Customer Contact Center
BackgroundBackground
The City of Chesapeake was formed in1963 through the consolidation of City ofSouth Norfolk and Norfolk County.Located in the southeastern quadrant ofthe state, Chesapeake is comprised of353 square miles -- the second largest cityin land area in Virginia. Chesapeakerecently has become the third largestpopulated city in Virginia with over226,000 residents.
The City of Chesapeake was formed in1963 through the consolidation of City ofSouth Norfolk and Norfolk County.Located in the southeastern quadrant ofthe state, Chesapeake is comprised of353 square miles -- the second largest cityin land area in Virginia. Chesapeakerecently has become the third largestpopulated city in Virginia with over226,000 residents.
Insight into Chesapeake Customer Contact CenterInsight into Chesapeake Customer Contact Center
The Customer Contact Center opened in July 2005. The staff is comprised of (1) Manager and (1) Part-Time and (8) Full Time Customer Advocates. The Chesapeake Customer Contact Center handles requests for information and service requests from multiple sources including: Incoming Telephone Calls Electronically via the Citizen Web Intake Smart Phone Applications Community Meetings Facebook Referrals Webmaster Referrals 911 Center Referrals E-Mail Walk-Up Postal Mail.
In calendar year 2014, the Chesapeake Customer Contact Center facilitated 290,930 requests for information or service through their state-of-the-art CSR computer system compared to 274,907 the year before.
The Customer Contact Center opened in July 2005. The staff is comprised of (1) Manager and (1) Part-Time and (8) Full Time Customer Advocates. The Chesapeake Customer Contact Center handles requests for information and service requests from multiple sources including: Incoming Telephone Calls Electronically via the Citizen Web Intake Smart Phone Applications Community Meetings Facebook Referrals Webmaster Referrals 911 Center Referrals E-Mail Walk-Up Postal Mail.
In calendar year 2014, the Chesapeake Customer Contact Center facilitated 290,930 requests for information or service through their state-of-the-art CSR computer system compared to 274,907 the year before.
Insight into Chesapeake Customer Contact CenterInsight into Chesapeake Customer Contact Center
Technology Customer Service Request System
manufactured by Motorola Solutions, Inc.
Unify Openscape ACD System with call Reporting
Wireless Headsets
Dual Monitors
Multiple systems to record payroll, financial services, research ownership of properties, online mapping sharing of documents, Web EOC, work orders, etc.
Technology Customer Service Request System
manufactured by Motorola Solutions, Inc.
Unify Openscape ACD System with call Reporting
Wireless Headsets
Dual Monitors
Multiple systems to record payroll, financial services, research ownership of properties, online mapping sharing of documents, Web EOC, work orders, etc.
ResponsibilitiesResponsibilities
Customer Contact Center serves as the first point-of-contact with the City of Chesapeake. Bydialing a centralized phone number, 757-382-CITY (2489), residents may request city services,ask a customer advocate to assist them in resolving a problem associated with city services orask the representative to research and locate hard to find information. The call volumechanges based on many variables but average approximately 140,000 per year +/- 5,000.
Chesapeake Customer Contact Center staff members also identify major service trends andprovide statistical reports to assist operating department managers in developing solutions tomeet strategic operational goals.
Chesapeake Customer Contact Center employees actively solicit suggestions forimprovements from its internal departmental partners and the city’s residents and visitors.
Chesapeake Customer Contact Center citizen education outreach program allows staffmembers to interact face-to-face with city residents. The employee arrange and staffinformation booths located in the public libraries where instructions are provided on the use ofcity’s on-line service request intake system and download of the smart phone application.Employees also promote new city programs, upcoming city events and other electronic systemsbenefiting the public during city-sponsored and civic league meetings throughout the year.
Customer Contact Center serves as the first point-of-contact with the City of Chesapeake. Bydialing a centralized phone number, 757-382-CITY (2489), residents may request city services,ask a customer advocate to assist them in resolving a problem associated with city services orask the representative to research and locate hard to find information. The call volumechanges based on many variables but average approximately 140,000 per year +/- 5,000.
Chesapeake Customer Contact Center staff members also identify major service trends andprovide statistical reports to assist operating department managers in developing solutions tomeet strategic operational goals.
Chesapeake Customer Contact Center employees actively solicit suggestions forimprovements from its internal departmental partners and the city’s residents and visitors.
Chesapeake Customer Contact Center citizen education outreach program allows staffmembers to interact face-to-face with city residents. The employee arrange and staffinformation booths located in the public libraries where instructions are provided on the use ofcity’s on-line service request intake system and download of the smart phone application.Employees also promote new city programs, upcoming city events and other electronic systemsbenefiting the public during city-sponsored and civic league meetings throughout the year.
Requests for ServiceRequests for Service
Call comes into the contact center and everything is
documented into the CRM system manufactured by
Motorola
Over 200 service requests are configured in the system and are automatically assigned to the responsible operating
department.
Service Request is rerouted to the appropriate department, updated and closed when
the work is completed.
Customer Service Advocates may submit an internal use follow-up service request
should the citizen note the initial service request
submitted was not completed.
Specific service requests are integrated with asset
management system giving immediate access to the
work order status.
All of the information is stored in the Motorola CRM. The
data can be queried using multiple parameters. The
system can be configured to run daily and custom reports.
Miscellaneous Service RequestsMiscellaneous Service Requests
Miscellaneous service request is available through the 24/7 online entered into
the CRM system manufactured by Motorola
Solutions, Inc.
A Customer Contact Center employee reviews the
service request and changes it to the service request type that best fits
the nature of the issue.
Service Request is routed automatically to
appropriate department for action. The department documents the action taken and closes the
request.
All of the information is stored in our Motorola CRM
and can be queried and reported upon.
Departmental Internal Use Service RequestsDepartmental Internal Use Service Requests
These service requests are utilized by operating
departments to track work flow.
For example, the Customer Contact Center tracks every
topic discussed with a customer. Other departments
track rental inspections, proffers, contracted services,
etc.
The computer system has been configured to close the
record automatically on service requests not requiring action. E-mail notifications are
configured as reminders on those that do require action.
All of this information is stored in our Motorola CRM and can be queried and exported to spreadsheets or custom data
reports.
Chesapeake Benefits of Call Logging and HandlingChesapeake Benefits of Call Logging and Handling
Every issue is logged into the Motorola CRM system that is accessible by employees in operating departments city-wide.
Each topic discussed with their customer is logged into the CRM system regardless of the subject matter. The data, useful in tracking trends, is compiled and provided to operational departments via customized reports.
The Motorola CRM is integrated with an asset management system which sends update reports from the work order center back to the CRM allowing Call Center employees to work in one system.
Every issue is logged into the Motorola CRM system that is accessible by employees in operating departments city-wide.
Each topic discussed with their customer is logged into the CRM system regardless of the subject matter. The data, useful in tracking trends, is compiled and provided to operational departments via customized reports.
The Motorola CRM is integrated with an asset management system which sends update reports from the work order center back to the CRM allowing Call Center employees to work in one system.
Questions?Questions?
Call Centers Point of ContactCall Centers Point of Contact
MC311 Customer Service Center Leslie Hamm, Director, [email protected]
Chesapeake Customer Contact Center Patricia Morrow, Customer Contact Center Manager, [email protected]
Norfolk Cares IMPACT Call Center Halima M. Arias, Customer Service Manager, [email protected]
MC311 Customer Service Center Leslie Hamm, Director, [email protected]
Chesapeake Customer Contact Center Patricia Morrow, Customer Contact Center Manager, [email protected]
Norfolk Cares IMPACT Call Center Halima M. Arias, Customer Service Manager, [email protected]
