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News : Call Center Workers Say Time Limits Short-change Veterans

#contactcenterworld, @DeptVetAffairs

Topeka, KS, USA, May, 2019 -- Call center employees who work at the Colmery-O'Neil VA Medical Center say time limits on calls short-change veterans who are seeking assistance.

Kelli Ross is vice president of Local 906 of the American Federation of Government Employees. He says the limit of just under 6 minutes per call was adversely affecting services being offered to veterans across the nation and putting call-taker jobs at risk.

Ross says the time limit issue has been a sticking point for six years but recently came to a head when workers received a letter threatening termination for calls that go beyond the time limit.

The Topeka Capital-Journal reports about a dozen employees protested outside the Topeka campus last Wednesday.

Call takers assist veterans with issues such as billing, prescription refills, eligibility and enrollments.

#contactcenterworld, @DeptVetAffairs

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.sfgate.com


About Department Of Veterans Affairs:
Company LogoThe United States Department of Veterans Affairs (VA) is a government-run military veteran benefit system with Cabinet-level status. It is the United States government’s second largest department, after the United States Department of Defense. With a total 2009 budget of about $87.6 billion, VA employs nearly 280,000 people at hundreds of Veterans Affairs medical facilities, clinics, and benefits offices and is responsible for administering programs of veterans’ benefits for veterans, their families, and survivors. In 2012, the proposed budget for Veterans Affairs was $132 billion. The VA 2014 Budget request for 2014 is $152.7 billion. This includes $66.5 billion in discretionary resources and $86.1 billion in mandatory funding. The discretionary budget request represents an increase of $2.7 billion, or 4.3 percent, over the 2013 enacted level.
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Today's Tip of the Day - Find The Right Solution

Read today's tip or listen to it on podcast.

Published: Monday, May 13, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390
 

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Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
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