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Business Operation Planning – Telecom Training
Presenter: La Shanda Brown
Presentation to: Fulton County Telecom Agents
Date: October 23, 2012
Georgia Department of Human Services
Vision, Mission and Core ValuesVision Vision
Stronger Families for a Stronger Georgia.Stronger Families for a Stronger Georgia.
MissionMissionStrengthen Georgia by providing Individuals and Families access to services that promote self-sufficiency, independence, and protect Georgia's vulnerable children and adults.
Core ValuesCore Values• Provide access to resources that offer support and empower Georgians and
their families. • Deliver services professionally and treat all clients with dignity and respect.
Manage business operations effectively and efficiently by aligning resources across the agency.
• Promote accountability, transparency and quality in all services we deliver and programs we administer.
• Develop our employees at all levels of the agency.
2
Training Overview
• How is the call center structured?• What is HICS and how will agents use it?• Phone protocol
How is the “call center” structured?
DHS – 1-877-423-4746
•The 1-877 number reaches all Divisions and Offices within DHS
•DFCS is option 2 in the entire flow
•Within option 2, DFCS calls flow to multiple destinations from
Local numbers
DFCS - Lobbies
Home – or away
2 – DFCS main menu
2 – Interview or renewal . . . .
Please note option 2 for Dekalb and Fulton residence only. . .
3 – To speak to an agent about your existing case
Option 2
1 Apply food stamps2 Renew3 Medicaid4 TANF5 Child Care6 All other inquiries 7 Repeat this menu
Please enter the zip code where you live . . . . Post November 5, 2012 for Fulton and Dekalb callers have the following options
Option 3
1 EBT (lost, replacement, and balance)2 Medicaid card3 Paper application or renewal form or Compass including uploading docs4 Energy Assistance5 Change6 All other concerns7 Repeat 8 Return to DFCS main menu
3 – To speak to an agent about your existing case
How are telecom staff structured?
Agent groups
1 -General inquiries – “all other concerns”
2 - Application interviewers – Food Stamps and Medicaid
3 - Renewal interviewers – Food Stamps and Medicaid
4 - ABD
5 - Child Care
6 - TANF
Telecom is the steepest point of culture change in the Business
Operations Planning model
• Call center technology
• Office hours
• Monitoring and Supervision
What type of calls will staff take?
• General Inquiries• Application Interviews• Renewal Interviews• All other calls that would typically come to the local
office
Next - HICS
• Questions about the call center set up
HICS Seats
• Email with HICS access for staff and supervisors
How do I login to HICS?
• Short cut to login• Pop up blockers must be disabled to log in• No more than one session of agent desktop at a time• User name and password
User Name – This is the username as defined by HICS (i.e. [email protected])
User Password – The initial password is provided via email.
Place – This is the “place” or phone number at which the user is sitting.
HICS login screen
Navigating the HICS screen
Attached User Data
Statistics Ticker
Navigation Bar
ANI, DNISTool Bar
Agent State
Agent State Changes
Upon successful login, the agent will be in a Ready state.
Ready codes
Inbound call screen
When there is an incoming call, a flashing yellow square with a phone icon in the center will appear.
Call options
Hold/Retrieve
Conference
Transfer
Conference Calls
• Click “Conference” icon • Select a target agent or enter a phone number.• Click on the Conference button at lower right.• The caller will be put on-hold.• The conferencing agent’s phone will ring on the 2nd line, and the agent must
answer (or hit Flash if you have a single line phone)• The targeted agent’s phone rings and when they answer, caller is still on hold• When ready to complete conference, i.e. connect caller to target, the agent
clicks conference complete button on the AD toolbar.
TransfersTwo-Step Transfer (Warm transfers)
• Click “Transfer” icon in AD, select a target agent, click the “2-step” radio button and the “Transfer” button.
• The caller will be immediately put on-hold.• The transferring agent’s phone will ring on the 2nd line, and the
agent must answer (or hit Flash if you have a single line phone)• The targeted agent’s phone rings and when they answer, the
consult leg is connected; caller is still on hold• When consultation is done, transferring agent clicks “Complete
Transfer” icon in AD and he/she is dropped from the call.
.
Transfers continued
One-Step Transfer (Cold transfers)
• When the agent presses the transfer button, to complete the transfer, select an available agent or group from the list and click the ‘Transfer’ icon
What does the agent see when transferring a call?
Outbound calls
•click on the ‘Make Call’ icon to the far left of the second row of buttons.•input the phone number into the field provided •press the connect button. •The agent’s phone will ring, •the agent must immediately answer the call. •After answering the call the target number will be dialed and the agent connected to the target party.
Connect makes the call
Make Call
Redial
The agent is able to redial the last set of X phone numbers that they have called.
Disconnect / Mark Done
When agent is ready to disconnect a call they would need to press the “Disconnect” button shown below.
Disconnect
How to change a password
Preferences – Settings – Security - change password
Next. . . .Phone Protocol
Questions on HICS software. . . . . .
10 don’t’s
1. Don't interrupt callers when they're speaking.
2. Don't sound bored, sleepy or indifferent to the caller.
3. Don't bring your emotions from your personal life into your call.
4. Don't let callers' negative or angry tones affect you.
5. Don't speak too quickly.
6. Don't eat, drink or chew gum while you're speaking with customers.
7. Don't cough, sneeze or clear your throat directly into the mouthpiece of your headset.
8. Don't breathe loudly into the mouthpiece of your headset.
9. Don't make up information when you don't know the answers to callers' questions.
10. Don't forget your manners.
Tips for good Customer Service
• Keep a professional voice tone
• Control the call
• Do not use acronyms
• Provide acknowledgments/ affirmations
• Remember hold etiquette
• Avoid or explain dead air
• Be prepared
Start of the call – Greet the callerIf providing information or changing Success always verify the caller’s identityRepeat information as needed for clarity
Interview or inquiry –Policy is policy
Call Summary -Inform the caller of any action resulting from your conversationInform the caller of next steps (if applicable)
Close of the call –Be confident and courteous
Anatomy of a call
Dealing with irate clients
• Address irate customers professionally
• Remain calm, listen patiently, and answer softly
• Apologize if a mistake has been made and work to address the mistake quickly.
• Be sure to keep your word by doing what you say.
What if the caller uses foul language
• Ignore the first insult. – remain professional – avoid using personal accusatory statements.
Example: “Pardon me? I’m sorry, I want to help you but I find the foul language offensive. Can we try again?”
• If the abusive language continues, give one warning only and disconnect the call.
Example: “I would really like to help you, but I will have toterminate the call if I continue to hear foul language.”
Types of Questions
• Closed
• Probing
• Open
• Leading
Exercise
• 4 Volunteers
Supervision/ Coaching Tools
• Monitoring• Whisper• Barge-in
Reports and Statistics
• CTI Reports: Historical
• CTI Statistics: Real - time
Additional Notes• What about November 5th?
• Don’t forget to test your call seat login.
• If you have trouble contact your supervisor
• Supervisor phone tree
• Scheduling
Sources
• AT&T Hosted ICS Agent Desktop Guide• DFCS Education and Training• DFCS change center
Questions