The A, B, Cs of Starting A Customer Call CenterHampton Virginia May 2011

Albany, GeorgiaPopulation..94,000Date of implementation....9/1/2009311 or 7 digit..311 and 7 digitHours of operation...8 a.m. 5:00 p.m.Call volume...24,000Communication channels (e-mail-Internet-texts-mobile apps) Phone, Internet, e-mailBudget...$199,580Staffing level..1 full time, 7 part timeReporting relationships..Division of IT DepartmentStructure (city-county-utilities)....City, County, and utilitiesNumber of departments served...49Percentage of information vs. service calls....77 vs. 23

Charlotte, North CarolinaPopulation..540,828Date of implementation..July 2005311 or 7 digit.311 and 7 digitHours of operation.7 a.m. 8 p.m. 7 days a week including all holidaysCall volume..1.8 million calls for 2010Communication channels (e-mail-Internet-texts-mobile apps) Phone, Internet, e-mail texts, mobile appsBudget...$7,301,703Staffing level102 reps, 10 supervisors, plus support staff Reporting relationships.City Managers OfficeStructure (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

Hampton, VirginiaPopulation.................137,000Date of implementation..September 1999 311 or 7 digit....311 and 7 digitHours of operation....24/7Call volume..180,000 per yearCommunication channels (e-mail-Internet-texts-mobile apps) Phone, Internet, e-mailBudget.$480,000Staffing level..11 full time, 4 - 6 part timeReporting relationshipsACM and City Manager Structure (city-county-utilities)City onlyNumber of departments served.....47Percentage of information vs. service calls.65 vs. 35

Jacksonville, FloridaPopulation.864,261Date of implementation.....July 2000311 or 7 digit... 7 digitHours of operation.7:30 a.m. 5:30 p.m. Monday - Friday Call volume..361,957Communication channels (e-mail-Internet-texts-mobile apps) Phone, Internet, e-mail, texts, mobile apps Budget...$1,412,489Staffing levelManager, Administrator, 2 Supervisors, 20 Reps.Reporting relationships..Central Operations DepartmentStructure (city-county-utilities)......City/County since 1968Number of departments served.7 departments with 41 divisionsPercentage of information vs. service calls..67 vs. 33

Virginia Beach, VirginiaPopulation..441,000Date of implementation.....7 digit 9/7/04; 3 digit 4/22/06311 or 7 digit....311 and 7 digitHours of operation7 AM to 11:30 PM 7 days a weekCall volume....208,000 per yearCommunication channels (e-mail-Internet-texts-mobile apps): Phone, on-line chat via website www.VBgov.com, e-mail Budget...$787,881Staffing level.14 full time, 4 part time, contractorsReporting relationships...City Managers Office Structure (city-county-utilities)...City and water for Virginia BeachNumber of departments served..37 departmentsPercentage of information vs. service calls..Unable to provide as not a CRM software system

Our goal is to help youExperts to answer questionsLessons learned from our successesetc.Proof it can be doneContacts that will help you through itHelpful information on many call centersProof there is life after implementationVisions of how YOU will look in the future

The A Component

Assessing community readiness

The B Component

Building a call center support team

The C Component

CRM system design

Heres how were gonna do this

Top 10 Call Center Game Shows10.Id Do Anything - rather than take calls today9.Fear Factor OH NO, my line is ringing AGAIN 8.The $64,000 Question we cant answer7.Dont Forget the Lyrics or the scripting6.Survivor the call center at 10 years

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

Our Call Center Game Show

Our 2nd choice Stump the Chumps inquiring minds want to know

Our 1st choice; here we go, Welcome to

You Want To Do WHAT???

Panel introductions

It your show now

Questions

Final questions?

Ask the experts

Closing Dos and DontsDont give upDont give inDo call us for helpDont ever stop learningDont ever stop evolvingDo celebrate your successDo share your success with us please

Thanks for playing

You Want to Do What?

and good luck with your call center!

The A, B, Cs of Starting A Customer Call CenterHampton Virginia May 2011

Opening slide simply on the screen as folks enter. Welcome and go right into the participating panel members for their brief snapshot of their particular center.CindyTiernan. (2 minutes for her portion)I love this photo as your people are your most important asset.but whos answering the phones!!!!Dee Crayton. (2 minutes for her portion)Birthday balloons? Liz Nisley (2 minutes for her portion)Ah, Lori and her yellow coat! Monica Cichowlas (2 minutes for her portion)Must be a fire drill in progress!Bobbie Almarie (2 minutes for her portion)All this technology and we are still using Post-It notes!What our goals are for the sessionHow we defined the A, B, Cs of starting a call center. The A stands for assessing readinessare you ready for a call center, is it politically viable, is service in your community lacking, is the organization ready to step up to the plate? All the basic questions to start with.Here is an example of a checklist developed by the ICMA that can be used to assist you through the A portionor at least get you thinking about implementing a call center.The B stands for putting the right folks together to implement a call center AND make it successful after you go live. Right folks = SUCCESS! Wrong folks = GIGOThe C stands for all the stuffthe phone system, computers, servers, switches, technology, scripting, back office linkage to programs, etc. that will make the call center system tick. Explain the call center game show format with assistance from the studio audience who can win candy, cash, or a new car! Two rounds of questions; pre-determined set (brainstormed by the experts) and then freelanced. Our top 10 game shows and how they relate to a call center 10-6Top 10 game shows continued 5-1Our choices wereThe game show that explores the hectic, wild, wacky, and crazy world of starting a call center. I am you host for todays show.Skippy, the call center groupie! APPLAUSE sign Now lets meet our expert panelists. We searched far and wide to find the best and brightest minds for you todaybut they couldnt make it so we are stuck with these folks! Silly introductions of todays panel of experts.Self explanatoryWord of cautionwith cell phones and digital cameras everywhereBE CAREFUL at work! Open the floor for questions from the audience based on the A, B, C components. Explain that there is no need to take notes as all will be captured on their travel drive. Work the floor for volunteers to ask the question and give out candy or cash to participants. All participants will have the chance to win A NEW CAR! (35 minutes for this portion)Introduce special guest appearance by Cory with ICMA for her portion of the show.Open the floor for any questions not covered by the panel earlier. (10 minutes for this portion)Wrap up of the session.Closing; Thanks for playing today. Join us next time when we play Why Did I Agree to do That? where you will learn the secrets of avoiding being on the call center implementation team. So long for now!!!!! APPLAUSE sign.Return to first slide and leave on the screen.