The poor economy has created some unique challenges for government contact centers. Increases in citizen demands have forced public sector contact centers to adopt customer service improvement projects that meet strict standards for ROI and that lead to a more effective service delivery. One technology in particular, virtual queuing, is proving to be the ideal solution for many state-run contact centers.
Virtual Hold Technology (VHT), an advanced queuing technology provider based in Akron, Ohio, is helping government contact centers dramatically cut their telephone bills while improving service to taxpayers. Their queuing solution allows callers to receive a callback without waiting on hold or losing their place in the phone queue. VHT has successfully implemented the solution in several public sector contact centers and the impact and results have been outstanding.
“We’re a state agency, so we definitely don’t have an unlimited budget to hire for peak call volumes,” said Debbie Hanson, assistant division chief of the California Public Employees’ Retirement System (CalPERS) Customer Contact Center. “However, we also can’t let our members wait on hold — that defeats our mission to provide quality service. “Virtual queuing balances out our phone volumes,” she said. “Plus, our phone bill was cut by a third in just part of the fiscal year.”
Virtual Hold Technology (News - Alert) takes virtual queuing to the next level, successfully combining cutting-edge queuing solutions that go beyond basic callback technology with an intimate knowledge and understanding of how world class contact centers operate. Many of VHT’s business analysts and engineers are RCCSP-certified, having gone through the Call Center Manager Certification course. The tactical knowledge in call center management methods and applications helps VHT understand the challenges and needs of their clients, allowing them to perform a thorough business case analysis and to design the right models for implementation.
“Certification improves our ability to support our business case. It gives us more credibility and expands our knowledge," says Scott Solomon, Business Analyst for Virtual Hold Technology. Kenn Mann, also from the business analysis division agrees. “With our investment in this education, we hope to be able to analyze and relate to the contact center demographic we cater to. Also, this certificate should help foster a rapport with clients we may not have had previously.”
Open-enrollment Call Center Manager Certification Courses are available year-round across the U.S. The course is scheduled in select cities during 2011, including
Feb 16-18 Austin, TX
Mar 9-11 Los Angeles, CA (News - Alert)
Mar 30-Apr 1 New York, NY
Apr 13-15 Chicago, IL
Apr 27-29 Houston, TX
May 18-20 Atlanta, GA
June 22-24 Las Vegas NV
June 13-15 Toronto, ON (News - Alert)
Other select locations throughout the US can be found at the RCCSP Alliance’s National Training Schedule.
RCCSP is a progressive industry-supported and industry-recognized accreditation and certification organization, maintaining and coordinating the most comprehensive portfolio of certification credentials available to call center professionals. RCCSP programs and certification courses have been a catalyst for furthering 21st Century call center management methods and applications of call center science. To learn more about RCCSP Professional Education Alliance programs and the range of professional certifications, visit the RCCSP Alliance’s national contact center training schedule or call RCCSP at (708) 246-0320.
Jean Luis Caamaño
Manager, Events and Media Relationships
RCCSP™ Professional Education Alliance
Phone (News - Alert): 708-246-0320
Edited by Patrick Barnard