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TRD IVR\ Voice Portal

TRD IVR Voice Portal. Certification Request for Implementation Phase 02/23/2011. Agenda. Current State of TRD IVR and Call Center Services Project Purpose Scope Budget and Funding Schedule Status. TRD Current State.

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TRD IVR\ Voice Portal

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  1. TRD IVR\ Voice Portal Certification Request for Implementation Phase 02/23/2011

  2. Agenda • Current State of TRD IVR and Call Center Services • Project Purpose • Scope • Budget and Funding • Schedule • Status

  3. TRD Current State • Currently, the Taxation and Revenue Department (TRD) has a fractionated contact center solution with multiple paths of contact. • Technologies employed are widely variant , old, and obsolete. • The two highest volume centers are MVD in Santa Fe and the tax Call Center in Albuquerque. • MVD has an automated telephone system which allows customers the opportunity to obtain answers to frequently asked questions and to conduct simple transactions such as re-registering a vehicle via telephone interaction. • The MVD call center manages 700,000 calls per year . • The center is currently experiencing a 20% abandonment rate • The current IVR system manages 75% of the total call volume. • The 13 clerks and 2 supervisors answer 25% of the calls • TRD’s Audit and Compliance collection center uses a predictive dialer and has mixed inbound and outbound calls. • Call volume in this center is 500,000 inbound and 250,000 outbound calls per year • Call abandonment rate is 18% • 100% of the calls are handled by TRD personnel

  4. Current TRD Customer Service Model

  5. Current MVD Service Model

  6. Issues with the Current Environment • Complaints – There is a high and increasing number of complaints about MVD IVR transactions. • High Call Times – The average call times are very high, which means that fewer calls are handled, increasing the callbacks and call abandonment rates. • High Call Abandonment – The call abandonment rates are very high, which further fuels the increase in additional inbound calls from customers who are already some-what unhappy. • Limited Resources – There is a limited number of available staff resources in the call centers, which affects the centers’ ability to handle the call loads and maintain customer satisfaction. • Limited IVR – The current functionality on the IVR is very limited. This limited functionality, coupled with errors that appear to be inherent to the current system, further burdens the call center staff. • Errors in IVR – There are potential and real errors created in some of the current IVR transactions that affect state revenues and create additional work burdens on limited staff to correct the errors. • Call Loads – The current telephony environment is unable to readily assist with balancing or shifting call loads during peak call periods to available staff and re-sources in other areas that could otherwise be leveraged to assist. • Limited Customer Choices – TRD customers currently have limited choices in obtaining services.

  7. Opportunities for Improvement • Open Information Inquiry – Verbal Response • Open Information Inquiry – Document (e.g., e-mail/fax) Response • Identity-/Account-Verified Inquiry • Identity-/Account-Verified Transaction (e.g., filing, reporting, updates, payments) • Open Transactions (e.g., surveys) • Broadcast Notification • Directed Address Notification • System Administration/ Management including Automated Call Distribution • Enhanced Functionality • Management Reporting/ Logging

  8. Project Purpose The primary goal of the future VP/IVR system is to provide a flexible, reliable, accurate, and integrated solution for the expansion and improvement of overall TRD customer service options . TRD seeks to replace the existing IVR system with a proven solution that has been successfully implemented in other states. Delivery of this system solution will be through hosted services. TRD is only seeking approval for Phase 1 delivery at this time. TRD will close the project at the end of FY12. During FY12, TRD will return for approval of Phase 2 Implementation as a second project.

  9. Proposed Environment

  10. Proposed Additions to Functionality Identity-/Account-Verified Inquiry Identity-/Account-Verified Transactions (e.g., filing, reporting, updates, payments) Directed Address Notification System Administration/ Management including Automated Call Distribution Management Reporting/ Logging

  11. Scope Replace the existing IVR system with a proven solution that has been successfully implemented in other states. Delivery of this system solution may be through either a solution purchase or a contract for hosted services. The Solution selected is a fully Hosted System Solution, providing Interactive Voice Response, Voice Portal, and Automated Call Distribution.

  12. Implementation Schedule

  13. Maintenance Schedule

  14. Phases Phase 1 will include: MVD • Replacement Plate • Replacement and Renewal of Registration or sticker • Make payments • Emergency Outbound calls • Skills-based routing • Forms Requests • License Status and Changes • Location of nearest office and office hours • FAX

  15. Certification History

  16. Appropriation History

  17. Budget

  18. Budget

  19. Current Project Status • Contract for Implementation, Services, Maintenance and Support is drafted and in pre-review. • IV&V Contract is in pre-review (electronic). • Scheduled start date is April 1, 2011. • Implementation of Phase 1 is scheduled for completion June 30, 2011.

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