90 Days

Malcolm A. Lanham, Jr.

Team Development

Relationships

Regular & Open communication

To provide 150- 200 ripples of hope with excellence every day… We cannot do this alone…It will take a team.

Make sure we are all going in the same direction

Staff engagement & motivation

Make it your own

“Five Ways of Being”

Keep those we are helping at the center of what we do

Bridges Out of Poverty

Staff training & development

Free training through…

Bridges Out of Poverty

Poverty SimulationCustomer Service

Network with other like minded non-profits

Customer Satisfaction

Customer Experience is #1

Minimize hold times

Customer Education

Within that one call resolution...

Next steps

Educate on what services they are eligible for

Find ways to resolve poverty for that family or person

Program strategies for improving service and increasing productivity

Call Center Process Implementation

HEAP Nov, 2014- April, 2015

HEAP Nov, 2015- April, 2016

Busiest time of year

April, 2015

Gather/ assess info for SWOT

May, 2015

Create plans to address SWOT

June- July, 2015

Create new

process/ systems

August, 2015

Train on & implement

new process/ systems

September, 2015

Evaluate & adjust new process/ systems

October 1, 2015

End any hiring- Start

any new hire

training to be ready by November 1

HEAP season

Busiest time of year

Innovative ideas for the Call Center

“Encouraging empowerment through a tiny ripple of hope, while striving for excellence.”