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Simple changes ensure faster response at call center

Agency: Budget and Management (OBM)
Project Type: Green Belt Project
Process: Contact Center Call Handling Process
Team Name: Team B
Project Leaders: Korrina Thomas (OBM); Tim Ogonek (OBM)
Team Members: Rea Lawson, Alex Roman, Jessica Gravely, Barb Boggs, Adam Pierce, Vanessa Webster
When: January-April 2015
Contact: Korrina Thomas
Email: korrina.thomas@obm.ohio.gov
Phone: 614-338-4816



Problem:
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%.

Biggest Change:
Eliminate duplicate entry in OAKS CRM Application (case management software).

Other Changes:
Improved response to staffing needs. • Educate customers through improved/targeted messaging.



Errors - Baseline: 56
Errors - Projection: 25
(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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January-December 2015


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