Www.vocalcom.com HYPER CONNECTED Contact Center. HYPER CONNECTED Contact Center.
The Great State of Washington Department of Social & Health Services Community Services Contact...
10
The Great State of Washington Department of Social & Health Services Community Services Contact Center Telework Program Ronnie-Sue Johnson Contact Center Administrator
-
Upload
bennett-marsh -
Category
Documents
-
view
217 -
download
1
Transcript of The Great State of Washington Department of Social & Health Services Community Services Contact...
The Great State of
Washington
Department of Social & Health Services
Community Services Contact Center
Telework Program
Ronnie-Sue JohnsonContact Center Administrator
Washington’s “Umbrella” Social Service Agency 8 Administrations
Economic Services Community Services Division
Customer Service Contact Center 850 FTE 45 traditional offices
About 170 telework locations
Department of Social & Health Services
Why Consider A Telework Program?
Room for Growth
Disaster Recovery
Staff Retention
Increased Ability to Accommodate
Staff Moral
2008 – 2010 Weather Forecast
Seattle Tr
affic 4th W
orst
in U.S
Supportive Environment for Telework
Executive Order
Telework
Whereas…..
Telework Preparation
Planning included labor (Washington is a collective bargaining state)
Policy, Procedures and Eligibility Criteria
Deployment Coordination
Teleworking in CSCC Today Telework Incorporated
Into Our Business Plan
Annual Planning Cycle
Underperformers Process
Focus on Success
Productivity Snapshot
Avg. Call/Hr. Comparison
TeleworkNon-
Telework
5.2 4.1Eligibility Interviews for Renewals
(Blue Q)
6.3 5.4Case Changes and Complex Questions
(Grey Q)
3.5 2.9 Initial Eligibility Interviews (Green Q)
6.2 4.7Childcare Program—interviews and all
other questions/changes (Purple Q)
19.9 21.3 Triage/Info and Referral (yellow Q)
Back-Office Production
Non-Telework 5.9 Back office work includes processing follow up and change documents for all the services provided in
the phone queues and the field office lobbies.Telework Staff 6.6
Lessons Learned Communication Counts
Selection process matters
Remote Supervision Can Be Difficult
Practice Teleworker Engagement
Expect Unintended Consequences
