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CCSAS ECSSEnterprise Customer Service Solution (ECSS) Overview
9/16/2007
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Agenda
ECSS Solution Overview
ECSS Activities
Next Steps - Summary
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ECSS Overview
All 58 counties and the State Department of Child Support Services (DCSS) Contact Center (CC) convert to CCSAS CSE V2, creating a single statewide California child support enforcement system
All 58 counties and the DCSS CC implement the Enterprise Customer Service Solution (ECSS)
CCSAS Version 2
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ECSS Overview: ECSS Key Components•Single toll-free number
•Single IVR
•Skill-based call routing
•Soft Phone – Call handling tool
•ECSS/CSE Screen Pop capability
•Three supervisor tools
•System administrator tool - Configuration Manager Environment (CME)
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ECSS Overview: Call Routing
IVR routes calls based upon skills• Caller type
o IV-D, non IV-D, employer, attorney, general public, other• Call reason
o 17 predefined call reason categories• County• Language• Interstate flag
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Calle
r’s
Optio
nsSk
ill-ba
sed
Call
Rout
ing
Self Service
Self Service
Skill 1Queue
Caller 1Caller 2Caller 3
Caller 1 Caller 1Caller 2
ECSS Overview: Call Routing
Agent
IVR
Skill 2Queue
Skill 3Queue
Skill 1Queue
Caller 4
IVR
Skill 2Queue
Skill 3Queue
Caller 2Caller 3
Agent
1-866-866-3212
Alternate Queue Default Queue
IVR Collects: • Caller type • Call reason• County• Language • Interstate flag
• Login using participant number or unique SSN plus PIN
• Reset or change participant’s PIN• Look up and read out of participant’s delinquency
status, collections, disbursements• Look up more details about a particular collection or
disbursement• Look up participant’s cases and balances• Look up and reminder of participant appointments• County Call Center open hours and locations• Hear county-specific optional announcement
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ECSS Overview: Soft PhoneThe Soft Phone is the primary tool for the Customer Service Professional (CSP) and provides standard call handling and call center functionality including:
• Providing information about the caller and where the caller has been in the IVR
• CSP Ready/Not Ready status• One-step call transfers (On and Off
Solution)• Conference calling and two-step
transfers• Placing callers on hold• Providing Basic CSP statistics• Enabling CCSAS CSE Screen Pop
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ECSS Overview: Softphone
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ECSS Overview: Soft PhoneThe Supervisor functionality in the Soft Phone provides the same basic Soft Phone functionality used by the CSP and adds:
• Silent monitoring capability• Agent status viewing ability
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ECSS Overview: Supervisor Desktop
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ECSS Overview: Screen Pop
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ECSS Overview: Supervisor ToolsCCPulse provides a variety of real-time reporting capabilities for the Call Center Manager including:
• CSP Ready/Not Ready• Number of calls in queue• CSP statistics
o Average handle timeo After call work timeo Ready/Not Ready state time
• Caller statisticso Average call wait timeo Average call holdo Calls abandonedo Calls answered
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ECSS Overview: Supervisor Tools
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ECSS Overview: Supervisor ToolsHyperion/CCAnalyzer provides a variety of historical reports grouped by:
• Agent• Place• Queue
The Supervisor has the ability to determine timeframe
• Hour• Day• Week• Month• Quarter• Year
There is a State-level report for call activity in the IVR
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ECSS Overview: Historical Reporting
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ECSS Overview: Configuration Manager EnvironmentCME is the system administrator tool used to:
Add/Delete CSP• Add/delete skills• Reset/change passwords• Set thresholds• Assign agent logins
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ECSS Overview: System Admin Tools
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Agenda
ECSS Solution Overview
ECSS Activities
Next Steps - Summary
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Overview of ECSS ActivitiesTelephony Track
Conduct ECSS Telephony Assessment
Procure ECSS Equipment
Setup and Test Environment
User TrainingAttend ECSS T4T
Deliver ECSS Training
Call Routing TrackSupport ECSS BPA
Analyze and Collect Site Data
Confirm Site Data
Load and Test Site Data
Maintain Site Data
System AdminAttend ECSS
System Admin Training
Support ECSS
Getting Ready to CutSite Shakedown
Site Readiness Testing
Prepare for Cutover
Cutover Weekend30 Day Post
Cutover Support
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Overview of ECSS ActivitiesUser Training
Attend ECSS T4T• Training is at the Regional Training
Center (RTC) in Rancho Cordova, CA• 7 waves of training• Trainers receive instruction along
with CBT modules, training materials, and training aids
Deliver ECSS Training• Delivered by the LCSA trainers or
supervisors• Can be instructor led training or
standalone CBT training• Scheduled by the LCSA:
Recommend 2 to 4 weeks prior to cutover
Attend ECSS T4T
Deliver ECSS Training
Attend ECSS T4T
Deliver ECSS Training
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Agenda
ECSS Solution Overview
ECSS Activities
Next Steps - Summary
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Next Steps – Important MilestonesReview ECSS BP process models and differences with change managementAnalyze and collect ECSS site specific data
Setup and test telephony environment
Confirm site data
Perform pre-SRT prep and site shakedown
Attend ECSS T4T training at the RTC in Rancho Cordova
Load and test ECSS site specific data (maintain ECSS site specific data)
Deliver ECSS user training
Cutover CCSAS CSE with ECSS IVR
Attend ECSS system admin training
Cutover to ECSS call routing
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Question and Answer
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BP Contacts
Howard’s Contact Information
Howard Mack [email protected] Contact for inquiries related to ECSS
Office (916) 845-5458Cell (661) 805-6655