CCSAS ECSSEnterprise Customer Service Solution (ECSS) Overview

9/16/2007

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Agenda

ECSS Solution Overview

ECSS Activities

Next Steps - Summary

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ECSS Overview

All 58 counties and the State Department of Child Support Services (DCSS) Contact Center (CC) convert to CCSAS CSE V2, creating a single statewide California child support enforcement system

All 58 counties and the DCSS CC implement the Enterprise Customer Service Solution (ECSS)

CCSAS Version 2

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ECSS Overview: ECSS Key Components•Single toll-free number

•Single IVR

•Skill-based call routing

•Soft Phone – Call handling tool

•ECSS/CSE Screen Pop capability

•Three supervisor tools

•System administrator tool - Configuration Manager Environment (CME)

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ECSS Overview: Call Routing

IVR routes calls based upon skills• Caller type

o IV-D, non IV-D, employer, attorney, general public, other• Call reason

o 17 predefined call reason categories• County• Language• Interstate flag

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Self Service

Self Service

Skill 1Queue

Caller 1Caller 2Caller 3

Caller 1 Caller 1Caller 2

ECSS Overview: Call Routing

Agent

IVR

Skill 2Queue

Skill 3Queue

Skill 1Queue

Caller 4

IVR

Skill 2Queue

Skill 3Queue

Caller 2Caller 3

Agent

1-866-866-3212

Alternate Queue Default Queue

IVR Collects: • Caller type • Call reason• County• Language • Interstate flag

• Login using participant number or unique SSN plus PIN

• Reset or change participant’s PIN• Look up and read out of participant’s delinquency

status, collections, disbursements• Look up more details about a particular collection or

disbursement• Look up participant’s cases and balances• Look up and reminder of participant appointments• County Call Center open hours and locations• Hear county-specific optional announcement

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ECSS Overview: Soft PhoneThe Soft Phone is the primary tool for the Customer Service Professional (CSP) and provides standard call handling and call center functionality including:

• Providing information about the caller and where the caller has been in the IVR

• CSP Ready/Not Ready status• One-step call transfers (On and Off

Solution)• Conference calling and two-step

transfers• Placing callers on hold• Providing Basic CSP statistics• Enabling CCSAS CSE Screen Pop

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ECSS Overview: Softphone

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ECSS Overview: Soft PhoneThe Supervisor functionality in the Soft Phone provides the same basic Soft Phone functionality used by the CSP and adds:

• Silent monitoring capability• Agent status viewing ability

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ECSS Overview: Supervisor Desktop

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ECSS Overview: Screen Pop

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ECSS Overview: Supervisor ToolsCCPulse provides a variety of real-time reporting capabilities for the Call Center Manager including:

• CSP Ready/Not Ready• Number of calls in queue• CSP statistics

o Average handle timeo After call work timeo Ready/Not Ready state time

• Caller statisticso Average call wait timeo Average call holdo Calls abandonedo Calls answered

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ECSS Overview: Supervisor Tools

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ECSS Overview: Supervisor ToolsHyperion/CCAnalyzer provides a variety of historical reports grouped by:

• Agent• Place• Queue

The Supervisor has the ability to determine timeframe

• Hour• Day• Week• Month• Quarter• Year

There is a State-level report for call activity in the IVR

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ECSS Overview: Historical Reporting

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ECSS Overview: Configuration Manager EnvironmentCME is the system administrator tool used to:

Add/Delete CSP• Add/delete skills• Reset/change passwords• Set thresholds• Assign agent logins

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ECSS Overview: System Admin Tools

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Agenda

ECSS Solution Overview

ECSS Activities

Next Steps - Summary

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Overview of ECSS ActivitiesTelephony Track

Conduct ECSS Telephony Assessment

Procure ECSS Equipment

Setup and Test Environment

User TrainingAttend ECSS T4T

Deliver ECSS Training

Call Routing TrackSupport ECSS BPA

Analyze and Collect Site Data

Confirm Site Data

Load and Test Site Data

Maintain Site Data

System AdminAttend ECSS

System Admin Training

Support ECSS

Getting Ready to CutSite Shakedown

Site Readiness Testing

Prepare for Cutover

Cutover Weekend30 Day Post

Cutover Support

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Overview of ECSS ActivitiesUser Training

Attend ECSS T4T• Training is at the Regional Training

Center (RTC) in Rancho Cordova, CA• 7 waves of training• Trainers receive instruction along

with CBT modules, training materials, and training aids

Deliver ECSS Training• Delivered by the LCSA trainers or

supervisors• Can be instructor led training or

standalone CBT training• Scheduled by the LCSA:

Recommend 2 to 4 weeks prior to cutover

Attend ECSS T4T

Deliver ECSS Training

Attend ECSS T4T

Deliver ECSS Training

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Agenda

ECSS Solution Overview

ECSS Activities

Next Steps - Summary

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Next Steps – Important MilestonesReview ECSS BP process models and differences with change managementAnalyze and collect ECSS site specific data

Setup and test telephony environment

Confirm site data

Perform pre-SRT prep and site shakedown

Attend ECSS T4T training at the RTC in Rancho Cordova

Load and test ECSS site specific data (maintain ECSS site specific data)

Deliver ECSS user training

Cutover CCSAS CSE with ECSS IVR

Attend ECSS system admin training

Cutover to ECSS call routing

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Question and Answer

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BP Contacts

Howard’s Contact Information

Howard Mack howard.mack@ftb.ca.gov Contact for inquiries related to ECSS

Office (916) 845-5458Cell (661) 805-6655