CONTACT CENTER FIRST CONTACT NOT YOUR EVERYDAY CALL

CONTACT CENTER FIRST CONTACT: NOT YOUR EVERYDAY CALL CENTER

Topics Covered • Challenges to Opportunities • Data Driven Decisions • Technical Dive & Data Visualization • Lessons Learned & Future Outlook

Introducing the Contact Center We were faced with a challenge … 37, 000 Average Monthly Phone Calls High rate of dropped calls and invalid extensions Ineffective customer service

Estimated Call Distribution 14000 12000 10000 Series 1 8000 6000 11700 8500 4000 2000 4300 4800 1900 1800 0 1. Abandoned Calls 2. Audio Cycled 3. Selected 0 4. Direct Extension 5. SNAP option 6. Admin Support, Sites, ect

So, we did research … We assembled a dedicated content analysis team to collect call data Each call was answered, logged, and categorized into a database We extracted information from the data to determine effective solutions

Data Capture Process

Pilot: Total Calls Received

Pilot: Calls By Topic

Pilot: Calls by Agent

The results showed … Decrease in duplicate calls per day Decrease in voicemails received Higher quality customer service

Data Driven Decisions Leo Alvarez Chief Financial Officer

What we determined beforehand: • We wanted cloud-based services • We needed it to integrate with our Cisco phone system • It needed to be multichannel (phone, email, sms, web chat) • It needed to work from anywhere

Product Comparison

Cost Analysis - Deep Dive

Cost Analysis - Deep Dive

Build a Dedicated Contact Center Internal group of staff members utilizing multi-channel software

Technical Dive & Dashboards Steven Nguyen VP of Innovation and Technology

Based on data from initial discovery, CSCF reviewed several vendors:

We selected in. Contact • Agents take calls with the MAX call agent • Any phone can be used by the agent, this includes cell phones • MAX client works anywhere. No software install is required • in. Contact offers many connectivity options. CSCF selected a direct SIP connection

In. Contact collects caller information in a RAW format. We needed Data Visualization Tools!

Contact Center Dashboard

Contact Center: Lessons Learned & Future Outlook Leo Alvarez Chief Financial Officer

Keep it AGILE and Fail FAST Iterative changes based on customer inquiries & data

Business Process Management Leads to Innovation • • • Guides and role-playing training Frequently Asked Questions (FAQs) Interactive Voice Response (IVR) Call tree description and formatting Customer preparation Disposition of calls

Communication • • Executive Project Sponsor 2 -way communication Quality of service Contact website scrubbing

• Increased support from 4 to 6 Contact Center agents • Dedicated Business Hub – direct access to the Job Order Unit Staff • The soft referral to the Business Consultants and LVERS has resulted in: • 80+ referrals to staff in 10 weeks

Contact Center: Future Outlook • Building on current tools • Virtual Services • Full customer case management vs case support • Career Coaching anywhere • Incentivized flexibility • Customer Relationship Management • Lead conversion

Questions or Comments?