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 RequestScript EForm
SERVICE REQUESTS
Lagan Eform KnowledgeCall Center Created HTML Pages
Other Websites
INFORMATION REQUEST
EFORM ACCESSED THROUGH KNOWLEDGE
Activity Report by Community
2009 2010 1st Qtr. 2011
Total 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?