1

Welcome to the Division of Motorist Services

Field Support Center

• Introduction • Overview of the FSC Help Desk Operation

• DHSMV Organization Structure• Help Desk Team

2

Welcome to Certified Collector Training

3

Organizational Structure• The Department of Highway Safety and Motor Vehicles.

• The Division of Motorist Services– Bureau – Customer Service Center

– Field Support Center

4

The Division of Motorist Services

• Boyd Walden – Director• Mike Jenkins – Program Manager

5

Customer Service Center Manager

• Janet Dennis - Manager

6

The Field Support Center

• Reporting to the Program Manager• Team Managers

– Drivers License SME Paul Blackburn

– Motor Vehicle SME Angela Hodges

7

The FSC Teams

Team One – Manager Paul Blackburn

Debbie Shirley Sonia Nadia Jeanne

Pam Paula Bea Gracie Kathy

8

The FSC Teams

• Team Two – Manager Angela Hodges

• Aura Annie Trish Jacki

• Cosmos Tawanda Lisa Jenifer

9

Field Support Selection

Prefer Former Examiners From The Field

Minimum 2 Years Customer Service Experience

Knowledge of FRVIS & FDLIS Issuance Processes

Broad knowledge of Driver License & Motor Vehicle

10

Development & Training

• New Hire On the Job – Side By Side.• CSC LDO Team – Proficiency Training– I-Learns– TCO Site Visits – first hand view– Daily & Weekly Quality Review

• NEW Expert Activity Log Call Types• NEW Assessment Testing (under LDO Development)

11

FSC Enhancements

• To Serve You better.– Cisco & Zoom Call Recording Software– – All calls monitored & recorded – Work station screen capture– Improves our internal training– Improves content delivery – (right answer)

12

Individual Monitoring

13

Screen Shot Capture

• What the agent has done can be reviewed for quality review.

14

Calls Used to Support Training

Senior staff calls used as training aids for new hires.

Yes that’s Barbara.

15

What we can do to help you.

• Expert Data Reports – What office called? How Many Times? What did they call about?

16

Types of reports

• More being developed & added – value !• High Altitude View– DL Calls– MV Calls– System Calls –FRVIS FDLIS & everything else.

17

Customer Service Activity logs

• Very Specific Detail On Each Call• Public Customer Service Calls• TCO Service Calls

18

What you can do to help us.

Don’t give customers our number.Call the FSC first...not managers.

Use your tools and ask manager before calling the FSC.

The answer doesn’t change if the customer calls Tallahassee – No is no. If you cant do it – we cant either.

19

Escalation Process

• What if my answer or my service wasn’t what I expected.

Yes call or ask for a Manager or me.

20

Talking With A Manager

Give us your actionable feedback.We value your constructive criticism.It helps identify training needs and areas of development.It improves service delivery.FSC Managers have the tools to review the calls.

21

HSMV Goals

• We have mutual goals. Superior Customer Service.You are our customer.Call VolumeAverage Speed of AnswerHandling Time – complex & variable.We endeavor to serve you.

22

Relationship Building

• We are all on the same team – partners.• We appreciate all you do for our mutual

customers.• We want to provide you with the best service

we can deliver.

23

Contact Us

24

You don’t have to be crazy to work here

25

Thank You

For All you Do.

26

Did I meet your expectation?