Do you know what I know?

Baldwin County Commission Call Center was a consolidation of 3 “courthouse switchboard” operators from around the county.

Went live in July 2004

Average well over 25,000 calls per month

About Us

Full Service Call Center for County

Commission

Switchboard for Court Offices

Refer to State Agencies

Refer to 14 Municipalities

Often Serve as 411 for All Kinds of Information

Handle calls for over 200 Government Offices, Agencies and Departments

25,000+ calls coming in to various locations each month

Callers getting inconsistent information

Callers being transferred to multiple offices

CHALLENGES

Establish a knowledge base in order to answer calls consistently, correctly and efficiently

Generate service requests directly in the call center in order to minimize transfers

Expand knowledge base to include a directory for all local government agencies

GOALS

Typical desk before addition of Lagan Knowledgebase – post its and papers everywhere. No consistency.

BEFORE CRM IMPLEMENTATION

AFTER LAGANAfter Implementation of Lagan - No more notes, everything kept in

knowledge.

Service Request Script EForm

SERVICE REQUESTS

Lagan Eform KnowledgeCall Center Created HTML PagesOther Websites

INFORMATION REQUEST

EFORM ACCESSED THROUGH KNOWLEDGE

Activity Report by Community

2009 2010 1st Qtr. 2011Total Times Knowledge was Accessed

242,524 219,586 55,359

Total Cases Created 10,057 9,241 2,606

Total Cases Created and/or Knowledge Accessed

252,581 228,827 57,965

Total Calls Answered 317,632 295,262 76,223

% of Calls that Generated SR or Knowledge Used 80% 77% 76%

Do we really use it?