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Processing Call

Optimization

Enabling the business to make data-driven decisions

Sponsor Readout & Benefits Realization

Initiative Outcomes Document

Intro

Problem Statement

The Policy Processing Teams are currently acting as a call center, experiencing a high volume of misrouted and/or complex phone calls which need to be identified, to understand opportunities and to build educational material for the appropriate future state handling procedures.

ECS

Goals

  • Map As-Is Processes
  • Research Call Types & Handling Procedures
  • Deliver Recommendations
  • Develop Educational Material
  • Align w/ECS

Discovery

Sessions

16

12

36

Areas of Processing

1- hr Sessions

SMEs Engaged

Roadblock

The Discovery Sessions confirmed that we needed to dig deeper into the data which led us to a MAJOR roadblock

We needed

MORE and BETTER

data

Low Adoption

48%

265k

Total # of incoming calls in 2022

Adoption Rate for 2022

Lack of Insight

265k

approx. 35k

- "Call Type" logged as "General Inquiry"

Total # of incoming calls in 2022

127k

approx. 52k

Total # of calls logged in 2022

- "Call Reason" logged as "Other" or "General Question"

More

Data

1

More Data

How do we get it?

  • Provide Education & Set Expectations
  • Listen to Employees
  • Monitor Adoption Rates
  • Increase Data Visibility

Mendix Re-Introduction Sessions

8

Educate

98%

1hr sessions completed

of Processors

participated in these sessions

AGENDA

Re-Educate

Level-Set Expectations

Open Lines of Communication

"The Why"

Job Aids

Adoption Rates

Initial Goal was a Moving Target

PIVOT

Monitor

Increased & Sustained Rates

Coaching, Employee Support, Monitoring Trends

Starting Goal: Advanvced Employee Communication

Start

- Limited access to data

- Phone Log Limitations

- Nuances

- Unicom data lag

Pivot: Focus on Increased & Sustained Adoption Rates

Pivot

- Are rates Increasing?

- If not, Why?

- Supervisor Coaching

Data Mining Sessions

6

1 - hr Sessions

Data Mining Sessions

Supervisors in Attendance

100%

AGENDA

- Tools for Success

- Driving Accountability

- Open Lines of Communication

Access

Increased Data Visibility

Increased Reporting Frequency

Export Feature

Export Feature: go-Live 5/5

2

Better

Data

Better Data

How do we get it?

  • User Feedback
  • Call Flow Education
  • Application Enhancements

Better Data:

Employee Feedback

MS Forms Survey

Listen

27

Employee responses

Responses produced contributions to the Mendix Enhancement Request List

19

Better Data:

Educate

Call Flow

Define Call Reasons

Call Flow

Education Sessions

Logging Calls: Consistency & Repeatibility

ESB

PL AUTO

Premium Audit

AGENDA

- What is Call Flow?

- Why does it Matter?

- Job Aid

- Mock Call Exercises

- How to Train Call Flow

Defining Call Reasons:

Consistency & Repeatibility when Logging Calls

16 LOBs - 16 Menus

Alignment & Consistency

Shared Understanding

Better, more Accurate Data

Lack of Insight

265k

approx. 35k

- "Call Type" logged as "General Inquiry"

Total # of incoming calls in 2022

127k

approx. 52k

Total # of calls logged in 2022

- "Call Reason" logged as "Other" or "General Question"

Enhance

How do we upgrade the Phone

Log to fit our current needs?

Impacted Stakeholders:

- Processing Ops.

- COE

- Employees

- Leaders

- Enterprise (ECS)

Better Data:

Mendix Phone Log Enhancement Request List

Submitted to Services intake on 5/17

22 Enhancements Requested

Includes Employee Feedback

Includes COE Feedback

Prioritized by the Team

Will provide "more" & "better" data

3

Quick Wins

Adoption Rates

Quick Wins

2nd Tier Menu Options &

Status Message Capability

Re-route PL Auto Hunt Lines

Export Feature &

Unicom Reporting Frequency

IT Resources -

Mendix Phone Log Application

Created a Partnership

More Data:

Adoption Rates Climbed

48%

80%

Average rate in 2022

Average rate in 2023

1

3

Quick Wins

Adoption Rates

Quick Wins

2nd Tier Menu Options &

Status Message Capability

Re-route PL Auto Hunt Lines

Export Feature & Increased Reporting Frequency

IT Resources -

Mendix Phone Log Application

Partnership Created

Anticipated Benefit:

Decrease in Overall Call Volume

2

ESB Menu Options Implemented...

Customizable Menu Options

Decrease Overall Call Volume

Increase Processor Efficiency

Request submitted to Services Intake on 5/19 on behalf of the Directors

Support First Call Resolution

ESB Menu Options Implemented...

Adoption Rates

Quick Wins

2nd Tier Menu Options &

Status Message Capability

Re-route PL Auto Hunt Lines

Export Feature & Increased Reporting Frequency

IT Resources -

Mendix Phone Log Application

Partnership Created

Re-Route PL Auto Hunt Lines

Anticipated Benefit: Decreased # of Voicemails

  • High # of Daily Voicemails
  • “Circular” to “Longest Idle”
  • Go-Live 6/14

3

More Data:

Export Feature &

Unicom Reporting Frequency

4

  • Real-Time Data
  • Greater Insight
  • Coaching

5

IT Resources

Mendix - Phone Log Application

  • Working Knowledge
  • Prioritization Discussion

Created a Partnership

Processing Operations and COE

  • Open Communication
  • Established Touchpoints
  • Common Goals

6

4

Enablement

Enablement

Data-Driven Business Decisions

1. More Data

  • Volume & Visibility

2. Better Data

  • Quality & Accuracy

Processing Call Optimization:

CI Engagement Duration: August 2022 - June 2023

CI Lead: Ashley Matson, Sr. Experience Analyst

CI Support: Joe Sambuchino, Experience Consultant

Sponsors: Todd Agnello & Alicia Pelkowski

Initiative Outcomes Document

i

Meet the Team...

12

Core Team Members

Team

36

SMEs Engaged

1

Scott Tarasovitch

Data & Analytics Specialist, II

- Data Mining Sessions for Supervisors

- New Qlik Dashboard View

- Assited the team in understanding and navigating the data

- Export Feature/Unicom Data Frequency

- Compiled and Prioritized the Enhancement Request List

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