Business Operation Planning – Telecom Training

1. Business Operation Planning – Telecom Training Presenter: La Shanda Brown Presentation to: Fulton County Telecom Agents Date: October 23, 2012 Georgia Department of Human Services

2. Vision, Mission and Core Values Vision Stronger Families for a Stronger Georgia. Mission Strengthen Georgia by providing Individuals and Families access to services that promote self-sufficiency, independence, and protect Georgia's vulnerable children and adults. Core Values Provide access to resources that offer support and empower Georgians and their families. Deliver services professionally and treat all clients with dignity and respect. Manage business operations effectively and efficiently by aligning resources across the agency. Promote accountability, transparency and quality in all services we deliver and programs we administer. Develop our employees at all levels of the agency. 2

3. Training Overview • How is the call center structured? • What is HICS and how will agents use it? • Phone protocol

4. How is the “call center” structured? DHS – 1-877-423-4746 • The 1-877 number reaches all Divisions and Offices within DHS • DFCS is option 2 in the entire flow • Within option 2, DFCS calls flow to multiple destinations from Local numbers DFCS - Lobbies Home – or away

5. 2 – DFCS main menu Please note option 2 for Dekalb and Fulton residence only. . . 2 – Interview or renewal . . . . 3 – To speak to an agent about your existing case

6. Option 2 Please enter the zip code where you live . . . . Post November 5, 2012 for Fulton and Dekalb callers have the following options 1 Apply food stamps 2 Renew 3 Medicaid 4 TANF 5 Child Care 6 All other inquiries 7 Repeat this menu

7. Option 3 3 – To speak to an agent about your existing case 1 EBT (lost, replacement, and balance) 2 Medicaid card 3 Paper application or renewal form or Compass including uploading docs 4 Energy Assistance 5 Change 6 All other concerns 7 Repeat 8 Return to DFCS main menu

8. How are telecom staff structured? Agent groups 1 -General inquiries – “all other concerns” 2 - Application interviewers – Food Stamps and Medicaid 3 - Renewal interviewers – Food Stamps and Medicaid 4 - ABD 5 - Child Care 6 - TANF

9. Call center technology • Office hours • Monitoring and Supervision Telecom is the steepest point of culture change in the Business Operations Planning model

10. What type of calls will staff take? • General Inquiries • Application Interviews • Renewal Interviews • All other calls that would typically come to the local office

11. Next - HICS • Questions about the call center set up

12. HICS Seats • Email with HICS access for staff and supervisors

13. How do I login to HICS? • Short cut to login • Pop up blockers must be disabled to log in • No more than one session of agent desktop at a time • User name and password • User Name – This is the username as defined by HICS (i.e. someone@dhr.state.ga.us) • User Password – The initial password is provided via email. • Place – This is the “place” or phone number at which the user is sitting.

14. HICS login screen

15. Navigating the HICS screen Agent State Tool Bar ANI, DNIS Navigation Bar Attached User Data Statistics Ticker

16. Agent State Changes • Upon successful login, the agent will be in a Ready state.

17. Ready codes

18. Inbound call screen • When there is an incoming call, a flashing yellow square with a phone icon in the center will appear.

19. Call options Conference Transfer Hold/Retrieve

20. Conference Calls • Click “Conference” icon • Select a target agent or enter a phone number. • Click on the Conference button at lower right. • The caller will be put on-hold. • The conferencing agent’s phone will ring on the 2nd line, and the agent must answer (or hit Flash if you have a single line phone) • The targeted agent’s phone rings and when they answer, caller is still on hold • When ready to complete conference, i.e. connect caller to target, the agent clicks conference complete button on the AD toolbar.

21. Transfers • Two-Step Transfer (Warm transfers) • Click “Transfer” icon in AD, select a target agent, click the “2-step” radio button and the “Transfer” button. • The caller will be immediately put on-hold. • The transferring agent’s phone will ring on the 2nd line, and the agent must answer (or hit Flash if you have a single line phone) • The targeted agent’s phone rings and when they answer, the consult leg is connected; caller is still on hold • When consultation is done, transferring agent clicks “Complete Transfer” icon in AD and he/she is dropped from the call. • .

22. Transfers continued One-Step Transfer (Cold transfers) • When the agent presses the transfer button, to complete the transfer, select an available agent or group from the list and click the ‘Transfer’ icon

23. What does the agent see when transferring a call?

24. Outbound calls • click on the ‘Make Call’ icon to the far left of the second row of buttons. • input the phone number into the field provided • press the connect button. • The agent’s phone will ring, • the agent must immediately answer the call. • After answering the call the target number will be dialed and the agent connected to the target party.

25. Connect makes the call Make Call

26. Redial • The agent is able to redial the last set of X phone numbers that they have called.

27. Disconnect / Mark Done When agent is ready to disconnect a call they would need to press the “Disconnect” button shown below. Disconnect

28. How to change a password Preferences – Settings – Security - change password

29. Next. . . .Phone Protocol Questions on HICS software. . . . . .

30. 10 don’t’s • Don't interrupt callers when they're speaking. • Don't sound bored, sleepy or indifferent to the caller. • Don't bring your emotions from your personal life into your call. • Don't let callers' negative or angry tones affect you. • Don't speak too quickly. • Don't eat, drink or chew gum while you're speaking with customers. • Don't cough, sneeze or clear your throat directly into the mouthpiece of your headset. • Don't breathe loudly into the mouthpiece of your headset. • Don't make up information when you don't know the answers to callers' questions. • Don't forget your manners.

31. Tips for good Customer Service • Keep a professional voice tone • Control the call • Do not use acronyms • Provide acknowledgments/ affirmations • Remember hold etiquette • Avoid or explain dead air • Be prepared

32. Anatomy of a call Start of the call – Greet the caller If providing information or changing Success always verify the caller’s identity Repeat information as needed for clarity Interview or inquiry – Policy is policy Call Summary - Inform the caller of any action resulting from your conversation Inform the caller of next steps (if applicable) Close of the call – Be confident and courteous

33. Dealing with irate clients • Address irate customers professionally • Remain calm, listen patiently, and answer softly • Apologize if a mistake has been made and work to address the mistake quickly. • Be sure to keep your word by doing what you say.

34. What if the caller uses foul language • Ignore the first insult. • remain professional • avoid using personal accusatory statements. Example: “Pardon me? I’m sorry, I want to help you but I find the foul language offensive. Can we try again?” • If the abusive language continues, give one warning only and disconnect the call. Example: “I would really like to help you, but I will have to terminate the call if I continue to hear foul language.”

35. Types of Questions • Closed • Probing • Open • Leading

36. Exercise • 4 Volunteers

37. Supervision/ Coaching Tools • Monitoring • Whisper • Barge-in

38. Reports and Statistics • CTI Reports: Historical • CTI Statistics: Real - time

39. Additional Notes • What about November 5th? • Don’t forget to test your call seat login. • If you have trouble contact your supervisor • Supervisor phone tree • Scheduling

40. Sources • AT&T Hosted ICS Agent Desktop Guide • DFCS Education and Training • DFCS change center

41. Questions