Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

News : Dayton Tries to Improve Service to Residents with New Call Center

#contactcenterworld

Dayton, OH, USA, Jan 19, 2020 -- The city of Dayton will open a new call center later this year that officials say should reduce wait times and hopefully will result in fewer unhappy callers and abandoned calls.

Dayton officials say they think the city can do a better job of serving callers.

Last year, about one in 15 calls to the public works call center were abandoned, and average wait time of answered calls to the finance department was about 1 minute and 40 seconds, city data show.

For many citizens, their only interaction with the city takes place when they call public works or the finance department to pay utility bills, report issues or seek help addressing other questions and needs, said Dayton City Manager Shelley Dickstein.

Too often, citizens’ experiences are subpar, she said.

"We are not strongly performing in that area," Dickstein said.

But the new call center will be much more professional, with higher standards and better accountability, and staff will get useful training and will work in a much-improved environment, Dickstein said.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Poor experiences on the phone aren’t staff’s fault alone, because they have worked in a substandard environment with dated technology and didn’t have sufficient training or direct supervision focused only on call center performance, Dickstein said.

The city wants to reduce call wait times as well as the number of callers who hang up out of frustration after being put on hold or when their calls go unanswered, Dickstein said.

Through the end of the third quarter of 2019, all calls the city’s finance department answered had an average wait time of 1 minute and 40 seconds, city data show.

That was a significant improvement from 2018, when the average wait time was almost 3 minutes. The finance call center answered more than 79,200 calls through the first three quarters of 2019.

Public works, however, did not meet its goal of answering 98% of calls within 1 minute and having an abandoned call rate of 2% or less, said Fred Stovall, Dayton’s director of public works.

Stovall said staffing changes was one of the main reasons the department fell short of this target.

Public works’ call center is for environmental complaints, like potholes, fallen trees, trash collection and other services, officials say.

The finance department has a call center to handle billing. These centers will consolidate into a renovated space in City Hall.

The new call center — eventually with a new phone number — will handle non-utility calls to public works, and the finance department’s call center already started accepting calls to the city’s switchboard, officials said.

The city will pay close attention to whether call takers were professional, helpful and courteous and that callers had a satisfactory experiences, Dickstein said.

"The benefit primary will be enhancing customer service," Dickstein said. "We have room for a great deal of improvement."

Dayton Mayor Nan Whaley said citizens usually call the city when they have issues or problems, and the new call center hopefully will mean fewer callers will need to be transferred and have to bounce around to get their questions answered.

The lion’s share of the calls the city receives are about water bills, streets and trash, and the new center is an opportunity to make it is easier to provide assistance and service, the mayor said.

"You won’t have to call around as much, which is really annoying to people," she said.

#contactcenterworld

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


About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
  Company Blog   Company RSS Feed   Company Facebook   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Customers Wary Of Fraud Calls

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

Published: Tuesday, January 28, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

About us - in 60 seconds!

Submit Event

Upcoming Events

Everything You Want To Know About The Most Prestigious Awards In The Industry! Read More...
 1194 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =