COMMUNICATIONS CENTER Presented by: Niambi Ibim Moore, Constituent

COMMUNICATIONS CENTER Presented by: Niambi Ibim Moore, Constituent

COMMUNICATIONS CENTER Presented by: Niambi Ibim Moore, Constituent Services Supervisor July 11, 2018 THE AGENDA Communications Center Overview Communications Center Tools

Sample Calls\Queues Internal Reviews Processes COMMUNICATIONS CENTER The State Office of Vital Records number is (404) 6794702. Our hours of operation are from 8:00am-4pm Monday thru Friday, 1680 Phoenix Blvd., Atlanta, GA 30349. In 2017, the Contact Center serviced 100K+ constituents

of Georgia. The State Office of Vital Records uses a cloud base program called Platform28 for quality and training purposes. Our queues are divided into six categories: Cannabis Oil, Check Status, Spanish, New Submission, GAVERS help desk, and Local County Registrar.

ANNUAL CALL OVERVIEW Spanish; 5,717 Low THC ; 2,214 Check Status; 18,880 Local County Registrar; 2,771

New Submission; 70,686 PLATFORM 28 DASHBOARD Example of the Dashboard where the agents are able to see the number of calls waiting in queue.

The queue displayed in the example are Cannabis Oil, Check Status, Spanish, and New Submission queues. Currently, there is one customer in the New Submission queue waiting on an agent..

PLATFORM 28 CLOUD FEATURES NEW FEATURES ADDED Callback Queue allows customers to leave a number without losing a spot in line. The Callback Queue is offered from 8am3:30pm. Callers have the option available after one

minute of waiting in the queue. Customers can re-schedule their calls if they are not available during the callback. Customers can only re-schedule calls up to three times. COMMUNICATIONS CENTER Provide very accurate information

Our SLA objectives are to have a single digit abandonment rate each month (less than 10)% COMM. CENTER WORKFLOW Program Adm. Ops.

Support Low THC Archives Communicatio ns

Center Regional Consultan ts Special Services

Front Counter Search EXAMPLES OF TYPICALTOOLS

COMM. CENTER TOOLS On-Line Ticketing System COMM. CENTER TOOLS SendSS Ticketing System

COMM. CENTER TOOLS Fee module SAMPLE On-Line Ticketing System COMM. CENTER TOOLS

EXAMPLES OF TYPICAL CALLS WHAT TO EXPECT WHEN YOU CALL Queues 1. New Submission 2. Low THC

3. Check Status 4. Spanish 5. Local county offices 6. GAVERS help desk SAMPLE On-Line Ticketing System EXAMPLES OF A

TYPICAL CALL Caller: I put in a request yesterday and want to know the status. Caller: The medical examiner doesnt want to certify the record. INTERNAL REVIEW PROCESS - All calls are recorded - Weekly audits of random calls - Review of Status Update requests

INTERNAL REVIEW PROCESS IN SUMMARY We have a callback queue for our customers and Local Registrar offices. After waiting in the queue for

more than one minute you can request a call back. We send customers to their Local County offices whenever possible for purchase of certificates. We have a queue for our

Spanish speaking customers. We can reach out to other units to check on status updates of previously submitted request.

We are also here to assist County Offices QUESTIONS

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