introduction - equal employment opportunity commission (eeoc) enforces federal employment laws that...
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Introduction - Equal Employment Opportunity Commission (EEOC)
• Enforces federal employment laws that make it illegal to discriminate against a job applicant or employee
• Bases Covered:– Race, Color, Religion, Sex (including pregnancy), National
Origin, Age (40 or older), Disability, or Genetic Information
• Applies to all types of work situations including:– Hiring, firing, promotions, harassment, training, wages,
and benefits
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The EEOC Intake Information Group (IIG)
• Provides frontline support by covering the EEOC’s National Toll-Free phone line as well as providing prompt responses to email inquiries
• Operates a virtual contact center with full site-to-site rollover capabilities
• Comprised of EEOC office staff located in 15 districts across the US
• Handle inbound calls and email from the public who have experienced employment related discrimination, have general questions about the EEOC, or want to check the status of their charge.
• Receives approximately 55K calls and 2K emails each month– 28K offered to the Intake Information Representatives (IIRs)– 27K handled by the IVR
• During a typical month, 80% of transactions are resolved by the IIG and 20% are forwarded to an EEOC office for resolution
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Measuring the Customer Experience
• Measured through traditional Call Monitoring, Calibration Sessions, and Accessibility and Efficiency Reports – Call Monitoring; traditional random sampling of approximately 2% of monthly call
volume– Calibration Sessions; monthly with each Supervisor– Accessibility and Efficiency Reports; service level and response time, abandoned calls,
longest delay, handle time, calls transferred or escalated, and more.
• IIR Forums (currently under pilot)– Excellent practice in measuring employee and customer satisfaction from the IIR’s
perspective
• Measuring customer satisfaction through Continuous Improvement – Six Sigma Project; Developing on-line library of live demonstration calls; includes peer
review of calls and process capability comparisons– IIR participants have significantly higher quality and performance scores
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Customer Satisfaction Survey
Customer Satisfaction Survey Results• Key Outcome
– Created a First Call Resolution (FCR) Index in the Monitoring Form to determine if “next step” information was provided
CS Survey Program Impact• Recognized that a stronger focus needed on metrics that
supported FCR– Appropriate Use of the Intro/Closing Call Flow– Providing Time Limits– Appropriate use of Knowledge Database
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Three Takeaways for Audience Consideration
• Listen to the Customer Service Representatives, being the first contact resource for the agency, they hear it all and can provide a unique perspective (especially on customer expectations).
• Understand that employee satisfaction is directly related to customer satisfaction.
• Provide call agents with an opportunity to participate in continuous improvement special projects – have projects in the pipeline so that continuous improvement can remain a constant focus.