Findings and Recommendations September 2011 Calls into VDN: 82,850 - PowerPoint PPT Presentation

Findings and Recommendations

 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% 

Call Center Staffing Training Performance • Immediate • Immediate • Strategic Vision intervention intervention • Tactical Management • Long term strategy • Long term strategy • Interactive Voice Response (IVR)

 Data Analysis  Best Practices  Tiger Team Participation  Vendor Consultation  Customer Feedback

 Staffing  Difficulty recruiting talent to fill vacancies due to 3 Primary “Themes” Perception of ACCESS Unique Infrastructure Qualifications

 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

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

 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

 Tiger Team Recommendations Recomm ommendati tion ons 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

◦ Revamped Scheduling tools ◦ Revamped Management reports ◦ Provided Training ◦ Refined performance measures

 Secure Workforce Management Tool  Enhance Call Quality Monitoring  Implement email management system

 Change verbiage/remove acronyms  Modify main menu to support “First Time Callers”  Implement dedicated line for “Providers”

 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%)

ACCESS Calls 43:12 50,000 2011 Wait 2012 Wait 2012 Calls 2012 Calls 38:24 45,000 33:36 40,000 28:48 35,000 24:00 19:12 30,000 14:24 25,000 9:36 20,000 4:48 0:00 15,000 JAN FEB MAR APR MAY JUN JUL AUG SEP

 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

Questions?

CalFresh Processed Timely 4,642 29% Not Processed 10,072 Timely 64% Pending 1,120 7%

1,225 Med edi-Ca Cal 5% Processed Timely Not Processed 10,974 Timely 47% Pending 9,307 40% DDSD Pending 1,936 8%

Cal CalWOR ORKs Processed Timely 1,867 34% Not Processed Timely 3,485 64% Pending 108 2%

Admin inis istrat ative Erro ror r Overis issuances as as % of CalF alFre resh Benefits 3.0% 2.5% 2.0% 1.5% 1.0% 0.5% 0.0% 7/11 9/11 11/11 1/12 3/12 5/12 7/12