SLIDE 1
Findings and Recommendations
SLIDE 2 September 2011
- Calls into VDN: 82,850
- Calls Answered (ACCESS & 211): 32,717
- Calls Abandoned: 13,978 (42%)
- Average Wait Time: 39 m
minut nutes
- Customer Service Feedback:
Question 8. “I am satisfied with the Call Center”
Strongly Disagree or Disagree -58.9% Neutral -11.3% Strongly Agree or Agree - 29.8%
SLIDE 3 Staffing
intervention
Training
intervention
Call Center Performance
- Strategic Vision
- Tactical Management
- Interactive Voice
Response (IVR)
SLIDE 4
Data Analysis Best Practices Tiger Team Participation Vendor Consultation Customer Feedback
SLIDE 5 Staffing Difficulty recruiting talent to fill vacancies due
to 3 Primary “Themes”
Perception of ACCESS Infrastructure Unique Qualifications
SLIDE 6 18 New HSS staff (6/1/12) 3 New SHSS (6/12 – 7/12) 18 New Bilingual HSS staff (8/31/12) Expanded Managerial Oversight
- 2 Operational Managers (8/10/12)
- Dedicated Central Region Administrative Support
SLIDE 7 Implemented
- Initiated targeted recruitment for call center experience
- Updated HSS Interview Questions to include Call Center Experience
- Increased job shadowing opportunities
Additional Recommendations
- Increase flexibility
- Scheduling
- Work locations
- Improve communication regarding ACCESS
SLIDE 8 Medi-Cal/CalFresh Initial Training for 36 HSS
- Classes reported 6/1/12 & 8/31/12
ACCESS On-the-Job-Training (OJT) Days
102 FRC staff 36 ACCESS
“In-House” ACCESS On-Boarding for New Agents
- ACCESS Protocols
- Call Center Technology
- Customer Service & Call Handling Principles
SLIDE 9 Tiger Team Recommendations Recomm
tion
Provide refresher program training to ACCESS staff– focus on CalWORKs as priority Incorporate call center training best practices into on-boarding Schedule larger trainings during slow periods of month; offer mini-trainings during “prep-time” Update format of Program material; implement easy to find location
SLIDE 10
- Revamped Scheduling tools
- Revamped Management reports
- Provided Training
- Refined performance measures
SLIDE 11
Secure Workforce Management Tool Enhance Call Quality Monitoring Implement email management system
SLIDE 12
Change verbiage/remove acronyms Modify main menu to support “First Time Callers” Implement dedicated line for “Providers”
SLIDE 13 September 2012
- Calls into the VDN: 101,882 (+23%)
- Calls Answered (ACCESS & 211): 45,738 (+40%)
- Calls Abandoned (ACCESS): 11,573 (-17%)
- Average Wait Time: 18:44 (-52%)
- Customer Service Feedback:
Question 8. “I am satisfied with the Call Center”
Strongly Disagree or Disagree : 33.1% (-25.8%) Neutral : 10.8% (-.5%) Strongly Agree or Agree : 56.1% (+26.3%)
SLIDE 14 15,000 20,000 25,000 30,000 35,000 40,000 45,000 50,000 0:00 4:48 9:36 14:24 19:12 24:00 28:48 33:36 38:24 43:12 JAN FEB MAR APR MAY JUN JUL AUG SEP
ACCESS Calls
2011 Wait 2012 Wait 2012 Calls 2012 Calls
SLIDE 15 Key Performance Indicators (KPI) Goals
- Increase Service Level
- Reduce Average Speed of Answer
- Increase Answer Rate/Reduced Abandonment Rate
- Increase Accessibility
- Increase Customer Satisfaction
Agent Specific Goals
- Decrease Average Handle Time
- Improve Call Quality Review Scores
SLIDE 16
Questions?
SLIDE 17
10,072 64% 1,120 7% 4,642 29%
CalFresh
Processed Timely Not Processed Timely Pending
SLIDE 18
10,974 47% 1,936 8% 9,307 40% 1,225 5%
Med edi-Ca Cal
Processed Timely Not Processed Timely Pending DDSD Pending
SLIDE 19
3,485 64% 108 2% 1,867 34%
Cal CalWOR ORKs
Processed Timely Not Processed Timely Pending
SLIDE 20 0.0% 0.5% 1.0% 1.5% 2.0% 2.5% 3.0% 7/11 9/11 11/11 1/12 3/12 5/12 7/12
Admin inis istrat ative Erro ror r Overis issuances as as % of CalF alFre resh Benefits
