Simple changes ensure faster response at call center
Budget and Management (OBM)
Green Belt Project
Contact Center Call Handling Process
Korrina Thomas (OBM); Tim Ogonek (OBM)
Rea Lawson, Alex Roman, Jessica Gravely, Barb Boggs, Adam Pierce, Vanessa Webster
During a sample period from July 1, 2014 to December 31, 2014, 65.55% of calls were answered within 30 seconds compared to a target of 80%.
Eliminate duplicate entry in OAKS CRM Application (case management software).
Improved response to staffing needs. • Educate customers through improved/targeted messaging.
Errors - Baseline:
Errors - Projection:
(Error figures are from a test sample of 184 calls)
Update as of July 2015:
Call center's ability to answer calls within 30 seconds is in control, but not in spec with established service levels. Additional improvements will further improve the service level.
Posted June 30, 2015
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