II. U. S. Army Medical Information Technology Center
San Antonio, TX
- Focus: A high volume consolidated call center.
- The Challenge: The ASA (Average Speed to answer) at USAMITC ESD averaged 50 to 60 seconds, with FCR (First contract resolution) at around 50 percent. This was an unacceptable situation which needed to be reduced dramatically from both cost control and customer service perspectives.
- Our Approach: Our approach to the problem was to reduce complexity, establish and refine automated reporting to obtain new data points which could be analyzed. This included call volume, trends, agent to call ratio, Knowledge base updates, and traffic patterns. Based on this assessment, we saw that we needed to increase automation, standardization, and documentation for managers to make informed decisions. We also assisted with call management to discover any hidden difficulties.
- Our Solution: We identified the top five issues and their root causes, and solved all of them in a number of ways. We designed and implemented a new shift schedule to handle the call volume during peak periods. We also documented procedures and help desk scripts, increasing efficiency and first contact resolution. Additionally, we determined that a new training program was needed, and developed this to ensure consistent resource utilization, reduced costs and increased productivity.
- Business Gain:USAMITC ESD has sustained excellent performance, including an average speed to answer of twenty seconds, 65 percent first contract resolution, reduced staff turnover, mitigated numerous financial and human risks, and dramatically increased ease of management and customer satisfaction.
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