13 010 Cust Svce Call Center

Report No: Meeting Date: 13-010 January 9, 2013 Alameda-Contra Costa Transit District STAFF REPORT TO: Operations Co...

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Report No: Meeting Date:

13-010 January 9, 2013

Alameda-Contra Costa Transit District

STAFF REPORT TO:

Operations Committee AC Transit Board of Directors

FROM:

David J. Armijo, General Manager

SUBJECT:

Customer Service Call Center

BRIEFING ITEM RECOMMENDED ACTION(S): Consider receiving Semi-Annual Report on the Customer Service Call Center EXECUTIVE SUMMARY: This report highlights the functions and performance of the Customer Service Call Center from June 2012 through November 2012. During this period, average monthly call volume increased while service levels were met or exceeded. The types of calls received were similar to previous reporting periods. Staff continues to regularly monitor the Call Center to ensure that accurate and timely information is conveyed to the passengers. In January 2013 live translation services in 230 languages will be available to customers with limited English proficiency. BUDGETARY/FISCALIMPACT: There is no budgetary or fiscal impact associated with this report.

BACKGROUND/RATIONALE: American Customer Care (ACC) has been in place as AC Transit's Call Center vendor for over two years; this is the fourth progress report. Over this six-month reporting period, over 53,000 callers have been assisted by live agents, representing a 24% increase over the past reporting period . The distribution of calls was consistent with prior periods:

85% of the calls received

were for trip planning and travel assistance; complaints and comments account for 6% of the calls. Expenses for the Call Center remain within budget for the period. Types of Calls Jun-12

Jul-12

Aug-12

Sep-12

Oct-12

Nov-12

Trip Planning

27%

41%

39%

40%

39%

27%

Travel Information

58%

44%

46%

44%

42%

58%

Complaints/Comments

5%

6%

7%

7%

8%

5%

Other

7%

7%

7%

7%

9%

7%

No Answer

2%

2%

2%

2%

2%

2%

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Report No. 13-010 Page 2 of 3 Service Enhancements In January 2013 ACC staff will begin to utilize live translation services for non-English or limited English proficient (LEP) customers. Service in 230 languages will be provided through ACC's contract with language Services Associates; calls will be monitored by ACC and AC Transit management. Upon reaching the Call Center, customers will hear a greeting with options for English, Spanish, Chinese, and "other languages" to identify upfront the need for translation services. Typically, the call will be connected with an interpreter in 10 to 30 seconds. Costs of interpreter serves range from $1.09 to $1.39 per minute, depending upon the language, and will be passed through to AC Transit with no markup. Financial impact is expected to be minimal until all gateways to the Call Center, such as 511, can identify and route non-English calls. MTC is in the process of updating their Plan for Special language Services, which includes the services offered through 511. In addition, we are implementing enhancements to the database used by the Call Center and staff to record and monitor complaints and comments. These changes are designed to assist Transportation in investigating complaints and issues. Examples include system requirements to capture data such as the route number and destination, and better routing of high-priority items such as bus shelter repairs and hazardous conditions. Performance While call volumes were up, the Call Center has met or exceeded its service level agreements. Calls answered within 20 seconds reached a level of 87% and 91% for October and November, respectively; 99% ofthe calls over the entire period were answered within 180 seconds.

Monthly Call Performance Summary

Calls Accepted Avg Call Time (Minutes) Calls Answered w/in 20 seconds* Calls Answered w/in 180 seconds** Calls Abandoned Total Call Minutes

Jun-12

Jul-12

Aug-12

Sep-12

Oct-12

Nov-12

9,816 3.00 78%

8,550 4.00 82%

9,846 4.00 79%

9,406 4.00 80%

9,769 4.00 87%

8,487 3.00 91%

100% 4.9% 31,620

98% 4.4% 29,786

99% 4.6% 35,831

99% 3.9% 34,779

99% 2.5% 35,927

99% 2.9% 28,451

* SLS is 80% **SLS is 97%

Call Quality Calls continue to be monitored on a regular basis. Management and staff conduct weekly teleconferences with the Call Center to listen to call recordings, review upcoming service advisories, and alerts, and to discuss performance. In addition, the Call Center recently re-implemented, at our request, an enhanced customer greeting. The intent was to be more in line with industry standards and provide a more 102

Report No. 13-010 Page 3 of 3 customer-friendly introduction after callers have negotiated voicemail routing systems to reach a live agent.

ADVANTAGES/DISADVANTAGES: This report is being provided to inform the Board of Directors of the activities of the Customer Service Call Center.

ALTERNATIVE ACTIONS: This report does not recommend an action.

PRIOR RELEVANT BOARD ACTIONS/POLICIES: None.

Department Head Approval:

Tom O'Neill, ChiefTechnology Officer

Reviewed by:

David J. Armijo, General Manager

Prepared by:

Victoria Einhaus, Customer Services Manager

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