customer contact center - colorado center... · peak chat and on-line forms •vision for the...
TRANSCRIPT
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Customer Contact Center
What HCPF is Doing to Improve the Customer Experience
Presented by: Christine Comer
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May, 2015
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Our Mission
Improving health care access and
outcomes for the people we serve
while demonstrating sound
stewardship of financial resources
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Objectives
• Overview of the Current Operations Call Volumes and Staffing Challenges
Opening Avenues for Contact
• Leveraging of Technology Customer Relationship Management (CRM)
Interactive Voice Response (IVR)
PEAK Chat and On-line Forms
• Vision for the Future Budget/Staff Request
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Purpose Statement
The purpose of the Medicaid Customer Contact
Center is to effectively assist you by providing clear,
concise, and accurate information, every time.
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• We do this by serving as a resource and the public facing
point of contact for the Department.
• We are the voice of the customer, both internal and
external.
• We assist with the navigation of complex health systems
by providing direction and guidance to expertly address
your inquiry with compassion and understanding.
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Current Operations
5
Calls to Medicaid CCC
Calls to Agent
Calls Answered
Abandonment Rate
Average Wait Time
Average Talk Time
PEAK Chat
PEAK On-line Request
– 60,440
– 21,349
– 13,548
– 36.5%
– 9:19
– 8:21
– 445
– 2,036
April 2015 Call Metrics
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Call Volumes by Type
6
0
500
1000
1500
2000
2500
3000
ACA
Benefit
Billing
Eligibility
PCP/HMO
Pharmacy
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System Definitions
Customer Relationship Management System (CRM)
Allows for tracking of customer interactions with the agent
Interactive Voice Response System (IVR)
Telephonic system that allows for call tree, self-service, call recording
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CRM
IVR
The CRM and IVR are inter-related to provide efficient call handling
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System Benefits
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Knowledge Base
PEAK
Online Portal
& Knowledge
Base Analytics
Ticket
Management
Can easily create,
manage articles, and
quickly find and
view articles to help
solve issues or
answer questions
• Users can submit
and track recent
tickets
• Display ‘suggested
articles’ when saving
a ticket
• View articles
associated with
tickets, and vote for
articles
• Tickets are
submitted through
web or through
Call Center
• Tickets are then
queued and
assigned
• Tickets are
prioritized into 4
levels: Critical,
High, Medium,
Low
SFDC reports and
dashboards are
used to track
ticket, appeals
assignment and
progress
Enhance
Customer
Experience
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CRM and IVR Interaction
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Call Center DeskTop
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Call Center Budget Request
20 New
Call Agents
• Triage Inquiries
• First Call Resolution
Technological
Funding
• Self-Service Portal
• Mobile Applications
Increased
Customer
Satisfaction
• Seamless Transitions
• Inter-Connected Stakeholders
Budget
Approval
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Questions or Concerns?
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Kelly O’BrienCustomer Contact Center Manager
Mark GilbertSystem [email protected]
Contact Information
Christine ComerClient Services Division Director
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Thank You!