The A, B, C’s of Starting The A, B, C’s of Starting A Customer Call CenterA Customer Call Center

Hampton Virginia Hampton Virginia

May 2011May 2011

Albany, GeorgiaAlbany, Georgia Population……………………………………………………………..…94,000Population……………………………………………………………..…94,000 Date of implementation………………………………………....9/1/2009Date of implementation………………………………………....9/1/2009 311 or 7 digit………………………………………………..311 and 7 digit311 or 7 digit………………………………………………..311 and 7 digit Hours of operation…………………………………...8 a.m. – 5:00 p.m.Hours of operation…………………………………...8 a.m. – 5:00 p.m. Call volume………………………………………………………..…….24,000Call volume………………………………………………………..…….24,000 Communication channels (e-mail-Internet-texts-mobile apps) Communication channels (e-mail-Internet-texts-mobile apps)

Phone, Internet, e-mailPhone, Internet, e-mail Budget………………………………………………………………...$199,580Budget………………………………………………………………...$199,580 Staffing level…………………………………..…1 full time, 7 part timeStaffing level…………………………………..…1 full time, 7 part time Reporting relationships…………………..Division of IT DepartmentReporting relationships…………………..Division of IT Department Structure (city-county-utilities)………....City, County, and utilitiesStructure (city-county-utilities)………....City, County, and utilities Number of departments served……………..……………………….…49Number of departments served……………..……………………….…49 Percentage of information vs. service calls………..……..77 vs. 23Percentage of information vs. service calls………..……..77 vs. 23

Charlotte, North CarolinaCharlotte, North Carolina Population…………………………………………………….………….540,828Population…………………………………………………….………….540,828 Date of implementation…………………………………………..July 2005Date of implementation…………………………………………..July 2005 311 or 7 digit………………………………………………….311 and 7 digit311 or 7 digit………………………………………………….311 and 7 digit Hours of operation…………………….7 a.m. – 8 p.m. 7 days a week Hours of operation…………………….7 a.m. – 8 p.m. 7 days a week

including all holidays including all holidays Call volume………………………………………..1.8 million calls for 2010Call volume………………………………………..1.8 million calls for 2010 Communication channels (e-mail-Internet-texts-mobile apps) Communication channels (e-mail-Internet-texts-mobile apps) Phone, Internet, e-mail texts, mobile appsPhone, Internet, e-mail texts, mobile apps Budget………………………………………………………………...$7,301,703Budget………………………………………………………………...$7,301,703 Staffing level……………102 reps, 10 supervisors, plus support staff Staffing level……………102 reps, 10 supervisors, plus support staff Reporting relationships…………………………….City Manager’s OfficeReporting relationships…………………………….City Manager’s Office Structure (city-county-utilities)………City, County and water dept.Structure (city-county-utilities)………City, County and water dept. Number of departments served………….9 city and 4 county depts.Number of departments served………….9 city and 4 county depts. Percentage of information vs. service calls………………….70 vs. 30Percentage of information vs. service calls………………….70 vs. 30

Hampton, VirginiaHampton, Virginia Population……………………………………………..…...............137,000Population……………………………………………..…...............137,000 Date of implementation………………………………..September 1999 Date of implementation………………………………..September 1999 311 or 7 digit……………………………………………....311 and 7 digit311 or 7 digit……………………………………………....311 and 7 digit Hours of operation……………………………………………………....24/7Hours of operation……………………………………………………....24/7 Call volume………………………………………………..180,000 per yearCall volume………………………………………………..180,000 per year Communication channels (e-mail-Internet-texts-mobile apps) Communication channels (e-mail-Internet-texts-mobile apps)

Phone, Internet, e-mailPhone, Internet, e-mail Budget…………………………………………………….……………$480,000Budget…………………………………………………….……………$480,000 Staffing levelStaffing level ………………………….…….11 full time, 4 - 6 part time………………………….…….11 full time, 4 - 6 part time Reporting relationships…………………………ACM and City Manager Reporting relationships…………………………ACM and City Manager Structure (city-county-utilities)…………………………………City onlyStructure (city-county-utilities)…………………………………City only Number of departments served…………………………………...…..47Number of departments served…………………………………...…..47 Percentage of information vs. service calls…………….…65 vs. 35Percentage of information vs. service calls…………….…65 vs. 35

Jacksonville, FloridaJacksonville, Florida Population…………………………………………….…………………864,261Population…………………………………………….…………………864,261 Date of implementation………………….…….………………...July 2000Date of implementation………………….…….………………...July 2000 311 or 7 digit………………….……………………….……. 7 digit311 or 7 digit………………….……………………….……. 7 digit Hours of operation….……7:30 a.m. – 5:30 p.m. Monday - Friday Hours of operation….……7:30 a.m. – 5:30 p.m. Monday - Friday Call volume………………………………………………….….………361,957Call volume………………………………………………….….………361,957 Communication channels (e-mail-Internet-texts-mobile apps) Communication channels (e-mail-Internet-texts-mobile apps)

Phone, Internet, e-mail, texts, mobile apps Phone, Internet, e-mail, texts, mobile apps Budget………………………………………………………………...$1,412,489Budget………………………………………………………………...$1,412,489 Staffing level……Manager, Administrator, 2 Supervisors, 20 Reps.Staffing level……Manager, Administrator, 2 Supervisors, 20 Reps. Reporting relationships………..……Central Operations DepartmentReporting relationships………..……Central Operations Department Structure (city-county-utilities)…………......City/County since 1968Structure (city-county-utilities)…………......City/County since 1968 Number of departments served….7 departments with 41 divisionsNumber of departments served….7 departments with 41 divisions Percentage of information vs. service calls…………………..67 vs. 33Percentage of information vs. service calls…………………..67 vs. 33

Virginia Beach, VirginiaVirginia Beach, Virginia Population………………………………………………………………………..441,000Population………………………………………………………………………..441,000 Date of implementation………………….....7 digit 9/7/04; 3 digit 4/22/06Date of implementation………………….....7 digit 9/7/04; 3 digit 4/22/06 311 or 7 digit…………………………………………………..……..311 and 7 digit311 or 7 digit…………………………………………………..……..311 and 7 digit Hours of operation…………………………7 AM to 11:30 PM 7 days a weekHours of operation…………………………7 AM to 11:30 PM 7 days a week Call volume………………………………………….……………...208,000 per yearCall volume………………………………………….……………...208,000 per year Communication channels (e-mail-Internet-texts-mobile apps): Communication channels (e-mail-Internet-texts-mobile apps): Phone, on-line chat via website Phone, on-line chat via website www.VBgov.comwww.VBgov.com, e-mail , e-mail Budget……………………………………………………………………..…….$787,881Budget……………………………………………………………………..…….$787,881 Staffing level…………………………….14 full time, 4 part time, contractorsStaffing level…………………………….14 full time, 4 part time, contractors Reporting relationships…………………………………...City Manager’s Office Reporting relationships…………………………………...City Manager’s Office Structure (city-county-utilities)………...City and water for Virginia BeachStructure (city-county-utilities)………...City and water for Virginia Beach Number of departments served…………………………….….37 departmentsNumber of departments served…………………………….….37 departments Percentage of information vs. service calls…..Unable to provide as not a Percentage of information vs. service calls…..Unable to provide as not a

CRM software system CRM software system

Our goal is to help youOur goal is to help you

Experts to answer questionsExperts to answer questionsLessons learned from our successes…etc.Lessons learned from our successes…etc.Proof it can be doneProof it can be doneContacts that will help you through itContacts that will help you through itHelpful information on many call centersHelpful information on many call centersProof there is life after implementationProof there is life after implementationVisions of how YOU will look in the futureVisions of how YOU will look in the future

The “A” ComponentThe “A” Component

AAssessing community ssessing community readinessreadiness

The “B” ComponentThe “B” Component

BBuilding a call center support uilding a call center support teamteam

The “C” ComponentThe “C” Component

CCRM system designRM system design

Here’s how were gonna do this…Here’s how were gonna do this…

Top 10 Call Center Game Top 10 Call Center Game Shows…Shows…

10.“I’d Do Anything” - rather than take 10.“I’d Do Anything” - rather than take calls todaycalls today

9.“Fear Factor” – “OH NO, my line is 9.“Fear Factor” – “OH NO, my line is ringing AGAIN” ringing AGAIN”

8.“The $64,000 Question” – we can’t 8.“The $64,000 Question” – we can’t answeranswer

7.“Don’t Forget the Lyrics” – or the 7.“Don’t Forget the Lyrics” – or the scriptingscripting

6.“Survivor” – the call center at 10 years 6.“Survivor” – the call center at 10 years

Top 10 Call Center Game Top 10 Call Center Game Shows…Shows…

5.“Are You Smarter than a 55.“Are You Smarter than a 5thth Grader” – or a city resident Grader” – or a city resident

4.“Blankety Blanks” – the things said in after call mode4.“Blankety Blanks” – the things said in after call mode

3.“Dog Eat Dog” – animal control through the call center3.“Dog Eat Dog” – animal control through the call center

2.“Family Feud” – the call center staff meeting2.“Family Feud” – the call center staff meeting

1.“The Match Game” – your stupid question matched 1.“The Match Game” – your stupid question matched with our outdated informationwith our outdated information

Our Call Center Game Show…Our Call Center Game Show…

Our 2Our 2ndnd choice – “Stump the Chumps” choice – “Stump the Chumps” – inquiring minds want to know– inquiring minds want to know

Our 1Our 1stst choice; here we go, “Welcome choice; here we go, “Welcome to”to”

You Want To Do WHAT???You Want To Do WHAT???

Panel Panel introductions…introductions…

It’ your show now…It’ your show now…

Questions…Questions…

Final questions?Final questions?

Ask the expertsAsk the experts

Closing Do’s and Don’tsClosing Do’s and Don’ts

Don’t give upDon’t give upDon’t give inDon’t give inDo call us for helpDo call us for helpDon’t ever stop learningDon’t ever stop learningDon’t ever stop evolvingDon’t ever stop evolvingDo celebrate your successDo celebrate your successDo share your success with us pleaseDo share your success with us please

Thanks for playing Thanks for playing

“You Want to Do What?” “You Want to Do What?”

… …and good luck with your call and good luck with your call center!center!

The A, B, C’s of Starting The A, B, C’s of Starting A Customer Call CenterA Customer Call Center

Hampton Virginia Hampton Virginia

May 2011May 2011