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The A, B, C’s of Starting A Customer Call Center

The A, B, C’s of Starting A Customer Call Center. Hampton Virginia May 2011. Albany, Georgia . Population……………………………………………………………..…94,000 Date of implementation………………………………………....9/1/2009 311 or 7 digit………………………………………………..311 and 7 digit Hours of operation…………………………………...8 a.m. – 5:00 p.m.

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The A, B, C’s of Starting A Customer Call Center

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  1. The A, B, C’s of Starting A Customer Call Center Hampton Virginia May 2011

  2. Albany, Georgia • Population……………………………………………………………..…94,000 • Date of implementation………………………………………....9/1/2009 • 311 or 7 digit………………………………………………..311 and 7 digit • Hours of operation…………………………………...8 a.m. – 5:00 p.m. • Call volume………………………………………………………..…….24,000 • Communication channels (e-mail-Internet-texts-mobile apps) Phone, Internet, e-mail • Budget………………………………………………………………...$199,580 • Staffing level…………………………………..…1 full time, 7 part time • Reporting relationships…………………..Division of IT Department • Structure (city-county-utilities)………....City, County, and utilities • Number of departments served……………..……………………….…49 • Percentage of information vs. service calls………..……..77 vs. 23

  3. Charlotte, North Carolina • Population…………………………………………………….………….540,828 • Date of implementation…………………………………………..July 2005 • 311 or 7 digit………………………………………………….311 and 7 digit • Hours of operation…………………….7 a.m. – 8 p.m. 7 days a week including all holidays • Call volume………………………………………..1.8 million calls for 2010 • Communication channels (e-mail-Internet-texts-mobile apps) Phone, Internet, e-mail texts, mobile apps • Budget………………………………………………………………...$7,301,703 • Staffing level……………102 reps, 10 supervisors, plus support staff • Reporting relationships…………………………….City Manager’s Office • Structure (city-county-utilities)………City, County and water dept. • Number of departments served………….9 city and 4 county depts. • Percentage of information vs. service calls………………….70 vs. 30

  4. Hampton, Virginia • Population……………………………………………..…...............137,000 • Date of implementation………………………………..September 1999 • 311 or 7 digit……………………………………………....311 and 7 digit • Hours of operation……………………………………………………....24/7 • Call volume………………………………………………..180,000 per year • Communication channels (e-mail-Internet-texts-mobile apps) Phone, Internet, e-mail • Budget…………………………………………………….……………$480,000 • Staffing level ………………………….…….11 full time, 4 - 6 part time • Reporting relationships…………………………ACM and City Manager • Structure (city-county-utilities)…………………………………City only • Number of departments served…………………………………...…..47 • Percentage of information vs. service calls…………….…65 vs. 35

  5. Jacksonville, Florida • Population…………………………………………….…………………864,261 • Date of implementation………………….…….………………...July 2000 • 311 or 7 digit………………….……………………….……. 7 digit • Hours of operation….……7:30 a.m. – 5:30 p.m. Monday - Friday • Call volume………………………………………………….….………361,957 • Communication channels (e-mail-Internet-texts-mobile apps) Phone, Internet, e-mail, texts, mobile apps • Budget………………………………………………………………...$1,412,489 • Staffing level……Manager, Administrator, 2 Supervisors, 20 Reps. • Reporting relationships………..……Central Operations Department • Structure (city-county-utilities)…………......City/County since 1968 • Number of departments served….7 departments with 41 divisions • Percentage of information vs. service calls…………………..67 vs. 33

  6. Virginia Beach, Virginia • Population………………………………………………………………………..441,000 • Date of implementation………………….....7 digit 9/7/04; 3 digit 4/22/06 • 311 or 7 digit…………………………………………………..……..311 and 7 digit • Hours of operation…………………………7 AM to 11:30 PM 7 days a week • Call volume………………………………………….……………...208,000 per year • Communication channels (e-mail-Internet-texts-mobile apps): Phone, on-line chat via website www.VBgov.com, e-mail • Budget……………………………………………………………………..…….$787,881 • Staffing level…………………………….14 full time, 4 part time, contractors • Reporting relationships…………………………………...City Manager’s Office • Structure (city-county-utilities)………...City and water for Virginia Beach • Number of departments served…………………………….….37 departments • Percentage of information vs. service calls…..Unable to provide as not a CRM software system

  7. Our goal is to help you • Experts to answer questions • Lessons learned from our successes…etc. • Proof it can be done • Contacts that will help you through it • Helpful information on many call centers • Proof there is life after implementation • Visions of how YOU will look in the future

  8. The “A” Component Assessing community readiness

  9. The “B” Component Building a call center support team

  10. The “C” Component CRM system design

  11. Here’s how were gonna do this…

  12. Top 10 Call Center Game Shows… 10.“I’d Do Anything” - rather than take calls today 9.“Fear Factor” – “OH NO, my line is ringing AGAIN” 8.“The $64,000 Question” – we can’t answer 7.“Don’t Forget the Lyrics” – or the scripting 6.“Survivor” – the call center at 10 years

  13. Top 10 Call Center Game Shows… 5.“Are You Smarter than a 5th Grader” – or a city resident 4.“Blankety Blanks” – the things said in after call mode 3.“Dog Eat Dog” – animal control through the call center 2.“Family Feud” – the call center staff meeting 1.“The Match Game” – your stupid question matched with our outdated information

  14. Our Call Center Game Show… • Our 2nd choice – “Stump the Chumps” – inquiring minds want to know • Our 1st choice; here we go, “Welcome to”

  15. You Want To Do WHAT???

  16. Panel introductions…

  17. It’ your show now… Questions…

  18. Final questions? Ask the experts

  19. Closing Do’s and Don’ts • Don’t give up • Don’t give in • Do call us for help • Don’t ever stop learning • Don’t ever stop evolving • Do celebrate your success • Do share your success with us please

  20. Thanks for playing “You Want to Do What?” …and good luck with your call center!

  21. The A, B, C’s of Starting A Customer Call Center Hampton Virginia May 2011

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