Transcript APPA Business & Financial Conference

APPA Business & Financial
Conference
It’s More than a Phone
Cindy Andrade
Customer Operations Director
Gainesville Regional Utilities (GRU)
September 15, 2009
It’s More Than a Phone
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Background on GRU & Gainesville
History of phone system from 1990
IVR – VOIP implementation
What’s next for GRU
GRU Background
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Municipal utility with 90,000 customers in the
Gainesville metropolitan area
Provide Electric, Water, Wastewater, Gas &
Telecommunications Services
800(-) utility employees
24 Customer Service Representatives sharing
phone and lobby duties taking 22,000 calls
per month
4 Senior Customer Service Reps
Gainesville, Florida
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2 hrs north of Orlando
College and Medical town
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52,000 students @ University of Florida
16,000 students @ Sante Fe College
Shands Teaching Hospital
Virtually no industrial
GRU Phone History
Starting in 1991
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Rolm phone system – 3 models
Advantages:
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Voice mail; Recorded greetings
Easier to administer than old phones but lots of work as
workforce frequently moved office locations
More features & functions than traditional handsets
ACD – standard features for queues; agent statistics, etc.
Disadvantages:
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4 independent locations providing NO business
backup/continuity *****
Inflexible to implement new features
Did not provide workforce mobility *****
Late 1990’s
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GRU Wanted
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1 global phone system – we had grown
More flexibility – we wanted options
Mobility for the workforce including CSRs
Easier manageability for IT
Had ACD/IVR but was limited in features
VOIP became available
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Had some bugs -GRU did not want to be on the
bleeding edge
Costly & management wasn’t ready to buy
2004 – The Wrath of Hurricanes
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The Call Center went down (no power)
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No place for workforce to relocate to take calls
No ability with Rolm system for switch-over to
other location
Phones Being down was not acceptable!
2004
Executives Ready to Move Forward
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Issued RFP in late 2004
Reviewed 5 vendors
Chose Cisco
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Same vendor as our network equipment
It was built on new IP technology and not retrofitted
Leading vendor by Gartner Group
Chose Coleman Technologies (CTI) for
implementation partner
2005 through 2006
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Early 2005 deployed Call Manager for
Customer Service
Early 2006 – Springhill (west side service
center) brought online (becomes disaster site
to relocate call center)
Late 2006 – Systems Control Center brought
online – primarily OMS (redundent site with
Call Manager functionality)
2007 - 2008
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System grew to cover 1600 phones for 900
employees
Complete fiber redundancy
Ability to answer ACD from any of the 1600
phones –
TS Fay in 2008 was 1st real test - basic
business continuity achieved! Success!
What do we have?
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Versions
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CallManager – versions 6.1
IP Contact Center Solution version 7.0, includes the
proggers, historical database, dialers and the domain
Unity – version 5.0(1)
IVR – version 5.0(2)
WebView Reporting tool – configurable to report on
calls, agents, skill groups, queue & more.
Call recording review, live calls – Cisco Agent Desktop
& Zoom
Skill Data
Month
April
Call Type Data
Skill Data
Answer
ed Calls
Abando
ned
Calls
Pct. of
Calls
Answere
d
Pct. of
Calls
Ans.
w/in 30
sec
Service
Level
w/in 30
sec
Pct. of
Calls
Ans. w/in
60 sec
Service
Level
w/in 60
sec
Avg
Wait
Time
(sec)
Avg
Talk
Time
(min)
Avg
Work
Time
(min)
Avg
Handle
Time
(min)
111
103
8
92.79%
78.64%
72.97%
94.17%
87.39%
33
3.0626
0.73786
3.80049
3.93
83
78
5
93.98%
70.51%
66.27%
89.74%
84.34%
52
2.8519
1.13205
3.98397
3
2.92
76
70
6
90.91%
82.86%
75.32%
90.00%
81.82%
39
3.6907
1.48786
5.17857
6
2.25
98
83
15
85.83%
74.76%
64.17%
87.38%
75.00%
48
3.3769
0.14116
3.51807
7
2.94
107
96
11
89.72%
58.33%
52.34%
73.96%
66.36%
111
3.2802
0.88021
4.16042
8
3.87
101
93
8
92.08%
73.12%
67.33%
82.80%
76.24%
72
2.5729
0.65287
3.22581
9
4.07
93
86
7
92.47%
82.56%
76.34%
90.70%
83.87%
44
3.682
1.0874
4.76938
10
2.52
113
107
6
94.69%
62.62%
59.29%
89.72%
84.96%
64
2.4847
0.64455
3.12928
13
2.97
106
95
11
89.62%
76.84%
68.87%
88.42%
79.25%
53
2.7821
1.14614
3.92825
14
2.92
102
92
10
90.20%
78.26%
70.59%
90.22%
81.37%
45
3.0074
0.90616
3.91359
15
3.87
91
89
2
97.80%
87.64%
85.71%
96.63%
94.51%
22
3.1494
0.37884
3.52828
16
3.87
85
83
2
96.51%
83.13%
80.23%
91.57%
88.37%
40
3.4335
0.57831
4.01185
17
3.33
106
104
2
98.11%
89.42%
87.74%
96.15%
94.34%
24
2.797
0.68574
3.48269
20
3.50
116
97
19
83.62%
76.29%
63.79%
88.66%
74.14%
52
3.0976
1.42045
4.51804
21
3.08
106
101
5
94.39%
88.12%
83.18%
93.07%
87.85%
35
3.0021
0.76469
3.76683
22
3.97
105
96
9
91.43%
69.79%
63.81%
83.33%
76.19%
79
3.7273
0.59601
4.32326
Day
No
Reps
Availa
ble
Receiv
ed
Calls
1
4.07
2
2009 other capabilities
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Outbound dialing implemented for outage
callback
Not yet implemented:
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Inbound/Outbound mass dialing for bills
Customer Self-service for balances, pay
arrangements, etc.
Waiting on resources & funds
Constraints
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Learning reporting and configuration options
2010 & beyond- just a few
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Video conferencing
Connect cell phones automatic transfer
– ‘Presence’
Teleworking- be able to answer
customer calls from home
Questions