Test Review & Next Steps

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 this time Chat service –not tested at this time

Obtain Clear Data Basic technology worked but capturing

data was a manual process Could get

Volume of calls by day/hour Call Subject

Could not get Wait time Abandoned calls (calls where caller hung up) ……..

RISK MITIGATION STEP

Contact center technology is not cost effective or does not support needed design

Obtain agreed upon minutes estimate and complete research, thorough testing and training during phase I to determine feasibility and best fit

BASIC FUNCTIONALITY WORKED – MORE ENHANCED OPTIONS TO BE DISCUSSED

Staff resources are not available or approved to adequately staff the call center

Escalate to management to determine how to resolve (dedicated staff, other)

Planned staffing is insufficient Include in plan actions to be taken if staffing needs are higher. Have backup plan in testing phase to ensure no patron impact.

Service is not consistent and solution rendered in effective Confirm scope is clear contact center is staff during all hours of operation and perhaps longer

Long distance may prove costly

Call volumes are high driving cost up

Staff are not adequately trained to work in contact center Confirm staff must be limited (not open to anyone) in order to provide training, set expectations and include in staff member rating process

100% of people not going through contact center (staff give out direct numbers)

Provide training and awareness of issues if calls circumvent the contact center. Manage accordingly long term.

Caller ID may prove confusing to public (getting calls from District as opposed to location)

Provide information to the public

 

Location and

HoursProgram Inquiry

Renewal Assistance

Fines and

FeesHold

Assistance ComplaintGeneral Question

Staff Member Other   Answered Transferred Other

                           

10/15 10 6 36 6 12 2 28 34 20   81 62 11

10/16 7 3 29 8 9 0 32 29 18   83 42 10

10/17 7 1 26 6 13 2 27 21 31   76 48 10

10/18 7 8 27 5 19 0 29 21 25   94 36 11

10/19 12 3 15 3 15 0 19 13 16   61 26 9

10/20 23 1 11 6 12 1 21 7 11   74 10 9

10/21 20 2 13 2 4 0 12 5 5   52 7 4

10/22 11 33 33 8 12 2 33 36 27   124 54 17

10/23 15 12 25 6 14 1 31 32 16   95 48 9

10/24 9 15 29 6 12 3 24 32 34   96 48 20

10/25 13 12 19 8 7 0 50 22 10   88 40 13

10/26 16 9 24 6 13 0 26 15 14   77 37 9

10/27 28 3 17 2 10 0 10 7 7   71 11 2

10/28 14 1 3 2 4 0 9 3 3   34 3 2

                           

Totals 192 109 307 74 156 11 351 277 237   1106 472 136

% of Total 11.2% 6. 4% 17.9% 4.3% 9.1% 0.64% 20. 5% 16.2% 13.8%   64.53% 27.54% 7.93%

Grand Total   1714

February: Tally Week 1 – 1488 calls Tally Week 2 – 1142 calls

October: Week 3 – 816 calls Week 4 – 898 calls

Differences in call volume between months??? Holiday in February February - Double counting of calls after being

transferred Not all locations participated fully in October test

Outreach and CVL

What worked Call consolidation and tracking Phone system technology

Issues encountered Staffing (identify who and how many) Knowledge level of staff

In-depth training needed Process for contact escalation Public confusion about where they were calling

or wanting a specific location

1. Implement “as is”1. Adjustments will be made to account for

extensions, staffing model, and training

2. Test with alternate technology1. Support distributed staffing2. More enhanced data

Recommendations

1. Implement “as is” with current phone system1. Adjustments need to be made:

1. I.T. can create new extensions at service points so that staff can reach different libraries easily.

2. New staffing model needed (6+ highly trained staff whose sole responsibility is the contact center).

3. Single location model will need to be used (currently).

2. Continue to seek better technology to improve phone system and statistical tracking