80 likes | 96 Views
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.
E N D
Customer Service Performance Update Community Advisory Committee July 11, 2017
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
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