The Third Branch
CCAP upgrades call center phone system
By Jean Bousquet, Chief Information Officer
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CCAP Senior Business Process Analyst Mary Hellenbrand working in the CCAP Call Center, which is now using an automated prompt to more directly route calls. |
Don't be alarmed the next time you call the Consolidated Court Automation Programs (CCAP) support line and you don't hear a familiar voice on the other side saying, "CCAP support, how may I help you?"
Instead, you'll be greeted with an automated message: "Thank you for contacting the CCAP Call Center. For software related calls please press 1. For hardware related calls please press 2. If you are unsure, press 0. For training purposes, this call may be monitored or recorded."
Simply press the appropriate number, and you'll be quickly routed to your friendly CCAP support person.
During the month of March, the CCAP Call Center phone system is being upgraded to help us provide even better customer service. An important component of a successful call center is the ability to quickly match callers with a staff member with the proper skills to assist them. The new interactive voice response phone system automatically routes calls and streamlines the process of getting you to the CCAP support staff who can best solve your problem or answer your question.
The new system delivers many benefits for CCAP and CCAP customers. For example, the system automatically identifies the caller based on the caller's phone number. Callers no longer need to identify themselves and their county or office each time they call. A new call ticket is automatically created in the call tracking system, saving call center staff time and allowing them to quickly focus on call resolution.
In addition, when a customer calls, a log of any previously unresolved calls is available to call center staff to provide a complete picture of all issues the caller has been experiencing. Callers do not need to write down call ticket numbers for reference, and call center staff have all available information at their fingertips as they assist callers.
One of the biggest challenges any call center faces is accurately predicting call volume. Without the right tools, determining staffing requirements based on call volume and a required technical skill set can be a complex and, oftentimes, flawed process. The new system provides CCAP management with additional statistics and metrics to ensure we meet call demands without under- or over-staffing the call center. The ability to quickly add staff as demand increases is another feature this system brings to the call center.
An effective communication tool for widespread system outages is another exciting component of the phone system upgrade. These types of outages cause a high volume of calls, as many users simultaneously call in to report the same problem. Call center staff become overwhelmed as they respond to the increasing number of calls, while at the same time trying to address the outage, as well as other calls unrelated to the outage. The new system allows CCAP to create a location-specific voice message to inform callers that we are aware of a county-wide outage and to provide our anticipated resolution time.
Our singular goal for the new phone system is to save you valuable time by helping CCAP resolve your problem more efficiently. If your experience with the new system doesn't meet your expectations, we would like to hear from you. Please contact Customer Services Manager Andrea Olson at (608) 264-6908 or andrea.olson@wicourts.gov.
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