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Customer Service Performance Update Community Advisory Committee July 11, 2017

Stay informed on ALTA's latest technology updates and initiatives to improve customer service, including the new Call Back feature and upcoming Text-to-Chat implementation. Learn about ALTA's Performance Point of Answer, reducing call volume, WMR App Implementation, ETA's to Providers, OMC for immediate needs, and more.

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Customer Service Performance Update Community Advisory Committee July 11, 2017

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  1. Customer Service Performance Update Community Advisory Committee July 11, 2017

  2. ALTA Staffing

  3. Technology Updates • Call Back feature implemented in April • Triggered when point of answer reaches 3 minute average • Text to Chat • Reviewing options to implement text to chat options

  4. ALTA Performance

  5. Point of Answer YTD

  6. Calls Offered by Time of Day

  7. Reducing Call Volume • WMR App Implementation • Full implementation, September 30th • ETA’s to Providers • OMC for immediate needs • Online options • Eligibility Applications • Comments & Complaints • Review Call Types • Decrease hold and handle times

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