PROSCHOOLS LIVE ANSWER PHONE INITIATIVE

Purpose for Live Answer

Align customer service inbound call processes to better reflect information collected, tracked, and reported. To effectively ensure that we are able to have clients speak to a live representative, instead of an IVR, ensuring that calls are routed to the correct department, decreasing average speed of answer and abandoned rate, ultimately driving revenue. In addition, the Live Answer Initiative will also allow us to better report like and pertinent data to OCL Management.

When presenting the live call project initiative plan some initial concerns:

configuration for the new process email notification for voicemails current mapping of inbound calls busy on hold not available inflated abandoned call rates concern with CWS and CALI calls

Concerns Addressed

Greg set up QC phone module for Michael and Mechelle to test the busy on hold feature default out of the box setting, we turned back on, this will prevent getting missed calls

when they have someone on hold Clarified that we will not lose our direct numbers when transitioning to the live answer for the account

managers August 8th, Greg shared the document on the OCL SharePoint server at that following location. https://trainingpro.sharesrvr.com/oclshare/Atlanta/CWS%20School%20Info/RE%20School%20Contact

%20Sheet.doc

Implementation of Live Answer

Set up the PS Live Answer hunt group for testing. To reach this group you can dial 503-542-8323 set this up as intended so Rosemary, Valerie, Crystal, and Allen will see their phones ring sequentially with the

new group name “PS Recep ORp” based on who has been waiting the longest if you dial that number. Then the overflow group of Alan, Everett, Billie, and Ashley will start to ring.

no changes to the “business hours”, shorten the length of time before the call goes into the queue so that it rings minimal, record voicemail greeting for new extensions update the wav files to include wording about press 1 now to leave a voicemail for the customer support team voicemails will be in the psservice@proschools.com email inbox for better tracking avoid transferring calls straight into other people’s voicemail, inflated abandoned call rates occur otherwise Greg converted and add/replace the wav file on the server with wording changes for messaging CWS and CALI calls ring in ATL – via the new IVR (with clear instructions), only the new/prospective students are

routed to PDX IST via the CWS and CALI hunt groups Tuesday, September 02, 2014 1:30 push over to the live queue.

Day One Obstacles

a couple issues with our live answer, first one and biggest one was the CreerWeb calls; I thought these calls were going to go directly to the IST if available, I did not think we were still having the queue, there were calls going into that queue-with no one logged in,

created inflated abandoned call rate for first half of first day liveo corrected with IST logging into the specific queue

Adjustments

Katherine added the primary and overflow hunt groups to the main board In lieu of adding a time limit to each of the existing call queues (E.g. CarrerWebOR, Sales, & Service), we have the

queue recording informing callers that they can press 1 to exit the queue and leave a voicemail or they can continue to hold.

Placed the general greeting message on the mail box for the new Reception group BSchramm, AFode, ACole, ESpears, have been added to the overflow group for reception 4136 (PS Recep ORo) Updated the reception queue message to allow callers to leave voicemail by pressing 1 or pressing 9 if parties

extension is known extensions the system uses for sales and service have been updated to 4102 and 4103 respectively during open hours calls are forwarded to extension 4123 (CareerWebOR) if it is out of hours it transfers the call

to 4124, and email is sent to psservice@proschools.com “CheckHours1” module, which determines if the office is open, in voicemail pro has been updated to transfer

calls to the reception group 4135 (PS Recep ORp) during the day instead of to the Daytime Auto Attendant.

Held department wide team meeting for everyone’s’ awareness of going live and addressed any last minute questions. Covered purpose, extensions/direct dials, warm transfer processes, and the call overflow plan w/greeting. All were advised to bring any issue to management’s attention quickly for possible fix. Included is a four-week data comparison of calls before live and day one of live.

PS All Group SummaryMon, Aug 4, 2014 12:00 AM Fri, Aug 29, 2014 11:59 PM

GroupAbando

ned Calls

Answered

Calls

Missed

Calls

Inbound

Calls

Outbound

Calls

Percent of Calls Answer

ed

Percent of Calls Misse

d

Avg Speed of

Answer

Average

Calls Per

Hour

Avg Talkin

g Durati

on

Total Talking Duratio

n

Total Call

Duration

Call Count

CalLicenseOR

40 116 38 154 0 75.3% 24.7%0:00:3

10.25

0:02:30

4:51:30 7:44:51 154

CareerWebOR

163 648 159 807 0 80.3% 19.7%0:00:4

31.29

0:03:53

42:06:24

59:42:14

807

CustSvcOR

140 2357 116 2473 0 95.3% 4.7%0:00:3

74.12

0:03:59

156:53:02

239:51:57

2569

SalesOR 121 1223 112 1335 0 91.6% 8.4%0:00:4

72.65

0:05:45

117:22:48

177:57:55

1656

PS All Group SummaryWed, Sep 3, 2014 12:00 AM Wed, Sep 3, 2014 11:59 PM

GroupAbandoned Calls

Answered

Calls

Missed

Calls

Inbound

Calls

Outbound

Calls

Percent of Calls Answer

ed

Percent of Calls Misse

d

Avg Speed of

Answer

Average

Calls Per

Hour

Avg Talkin

g Durati

on

Total Talking Duratio

n

Total Call

Duration

Call Count

CalLicenseOR

3 7 3 10 0 70.0% 30.0%0:00:2

00.42

0:02:26

0:17:06 0:26:18 10

CareerWeb 7 35 7 42 0 83.3% 16.7% 0:00:3 1.75 0:05:4 3:23:08 3:59:50 42

OR 6 8PS Recep ORo

10 34 18 52 0 65.4% 34.6%0:00:1

52.17

0:04:04

2:18:20 3:54:05 52

PS Recep ORp

13 274 17 291 0 94.2% 5.8%0:00:0

712.13

0:03:30

16:00:35

19:36:58

291