Call Center Technology Presentation
- Customer Service Center (CSC) Background
- Technology Enhancements
- Identifying Needs and Finding Solutions to Challenges
- Customer Service Survey
Customer Service Center (CSC) Introduction
The Transitional Assistance Department (TAD) implemented a centralized Customer Service Center (CSC) to provide telephone and Visual Interactive Voice Response (VIVR) support for customers receiving California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, and Health Care Programs (HCP). We offer Live Chat services which provide technical support to customers applying for benefits via our online portal, C4Yourself.com.
Why was the CSC created?
TAD anticipated an increase in staff workload with the implementation of the Affordable Care Act (ACA) and realized ACA would expand TAD's customer demographics by bringing in a broader range of customers inquiring about healthcare services. TAD examined its business practices and invested in technology to meet the needs of ACA. The change of business processes included establishing the following:
- A Task based work environment - Process Approach to Case Excellence (PACE),
- Customer Service Call Center (CSC), and
- Processing Center (PC).
Technology Enhancements
Interactive Voice Response (IVR) enhancements were developed by TAD to solve the challenges encountered by the CSC. The following technology enhancements have improved service to our customers:
- Live Chat,
- Visual Interactive Voice Response (VIVR), and
- Predictive Handling.
Once connected, customers can:
- View office hours and locations.
- Apply for assistance.
- Request a Personal Identification Number (PIN).
- View benefit information.
- Request forms.
- Check the status of submitted documents and applications.
- Report changes.
- Take pictures of documents related to specific reported changes (i.e., change of address and household composition) and upload the pictures to their case.
- Request to speak to a worker.
Predictive Handling
Predictive Handling is a personalized IVR experience designed to anticipate the reason for the customer’s call. Using caller identification, the IVR will check the phone number the person is calling from to match with the Primary Applicant/Recipient in C-IV. If a match is found, the IVR system will:
- Review current case information,
- Determine the most likely reason for the call, based on case information, within a 37 day window, and
- Ask the customer to select from one of the options given: Upcoming appointment, missed or prior appointment, Re-Evaluation (RE) packet, denial or discontinuance of benefits, reduction in benefits, change in benefits of approval of benefits, or calling to report a change to case information.
Predictive Handling Benefits
Predictive Handling benefits customers by reducing wait times. The customer is provided various self-service options rather than waiting in a queue to speak to a worker. New self-service options include:
- Requesting a replacement Electronic Benefit Transfer (EBT) card, and
- Confirming, canceling, or rescheduling an appointment.
Identifying Needs and Finding Solutions to Challenges
Two areas which prompted technology enhancements were:
- Authentication, and
- Educating customers on self-service options.
Authentication
One of the first challenges faced by San Bernardino County was ensuring customers authenticated into the IVR.
How are we meeting this challenge?
- Offering multiple ways customers can authenticate - Case Number and PIN, Voice Log In, or Social Security Number (SSN) and birthdate.
- Advising customers of the benefits of authentication at different points of contact.
Voice Authentication
Customers can log in to the IVR and access case information using only their voice. Customers speak a passphrase instead of entering a case number and PIN or SSN and birthdate.
Voice Log In functionality provides the following benefits for customers:
- Heightened security - Biometric Voice Print software analyzes over 3,000 voice recognition points and eliminates potential case information breaches.
- Faster log in and access to benefit information.
- Ability to access self-service options, receive benefit information, and request forms.
Educating Customers on Self-Service Options
The second challenge faced by San Bernardino County was informing customers of the available self-service options.
How are we meeting this challenge?
- Social Media Postings - Facebook and County webpages.
- Self-Service Campaign - Training staff on available technology and how to troubleshoot with customers.
- IVR Hold Message - Reminds customers of self-service options available.
Customer Service Survey
Our goal is to continue enhancing our processes for an improved customer experience. To achieve this, San Bernardino County implemented a survey at the conclusion of every call to gage customer satisfaction and identify areas needing improvement.
How are the survey results utilized?
- Customers are contacted to resolve concerns or obtain additional feedback.
- Recorded calls associated with the survey are reviewed. Identified trends and best practices are used to provide coaching to staff.
- Staff with a high number of surveys and a 90% or higher satisfaction rate are recognized for their excellence.