Health & Human Services: Reducing Call Wait Time in the Moraine Lakes Call Center Queue
Problem Statement: In 2011, Economic Support had to form consortia around the state and as part of that, develop a Call Center. We had just months to team up with other counties to become a consortium, then figure out amongst other things, how to run a call center. Things started out OK, but as more of our customers called in, staff was overwhelmed with the volume of calls and the wait time for callers increased monthly. We had to find a way to get the wait time down as callers were frustrated and either hung up or became abusive to staff taking those calls. it was very stressful for staff as well.
Results: Much improved wait time, after changes were made it dropped from 15.5 to 3.2 minutes.
