1 / 10

Customer Service Call Center Update

Customer Service Call Center Update. Background. June 2015 - Comprehensive Operational Review of Customer Service October 2016 – Consolidation of all customer service functions to single call center – ALTA Average cost per call dropped from $5.24 to $3.63 $1,000,000 savings annually

jlegg
Télécharger la présentation

Customer Service Call Center Update

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Customer Service Call Center Update

  2. Background • June 2015 - Comprehensive Operational Review of Customer Service • October 2016 – Consolidation of all customer service functions to single call center – ALTA • Average cost per call dropped from $5.24 to $3.63 • $1,000,000 savings annually • Spring 2018 – • Board recommends formation of Customer Service Working group • Access retains consultant to assess current Customer Service Call Center model

  3. Customer Service Working Group • Board request to form working group to evaluate effectiveness of customer service function • Retained Delta Services Group to evaluate and elicit feedback • Site visits to ALTA and service provider sites • Met with Working Group in July and October • Initial Findings • Too many passengers call OMC for ETAs • OMC is courteous but needs authority to resolve problems

  4. Recommendations from Delta Group Short Term (1-6 months) • Enhance Access monitoring of Alta/OMC • Station Access Staff @ Alta* • Standardize Provider ETA response/accountability* • Reinforce “first call resolution” from customer with Providers • Develop OMC/ETA monitoring, reporting and KPI* • Revise call center scripts and train staff* • Provide additional training to OMC staff • * Already in progress

  5. Recommendations from Delta Group Medium Term (6-12 months) • Customer Campaign: Call providers for ETA • Reinforce OMC culture of “problem solving” • Study OMC structural options • OMC needs enhanced authority and control • OMC pinnacle operating authority • Present periodic updates to CAC, TPAC and Board • Amend scope of work requirements and/or develop new request for proposals in 2019

  6. Specific Changes Implemented Related to Immediate Service Issues • Service Providers • Revised ETA process • ETAs provided within 20 minute window • Customers not placed on hold calling for ETAs • 20 ETA calls per region monitored each month • ALTA OMC • ETAs provided within 20 minute window • First ETA is provided through WMR reducing time on hold for ETA • Back Up Trips • Revised SOP to empower OMC staff • Encourage staff to use judgement vs. procedures • Revised call review process with revised rating system and ALTA follow up

  7. ETA Trending with Service Providers

  8. ETA Trending with ALTA OMC to Service Providers

  9. Next Steps • Access staff person on site at ALTA/OMC • Receive final report from Delta • Use recommendations from final report and working group to develop RFP for Customer Service Call Center & OMC • Continue monitoring: • KPIs • Trending from changes to ETA process with service providers and ALTA • Continue to present periodic updates to CAC, TPAC and Board

  10. Questions?

More Related