News : Missourians Unable to Access a Human
Sept 26, 2014 -- Representative Sue Allen of Town and Country is the chair of the Appropriations committee. She said she keeps getting calls from Missourians about how they cannot get through to a human at DSS.
People who use Missouri's Medicaid program have been telling ABC 17 the same thing.
Allen said she wants answers and those answers may be coming at the hearing on Monday morning.
Allen said the call center has been a problem for not just months, but years.
"We've discussed this, we've asked Social Services about this before, but it continues to be a problem and I can't see it getting any better. I want to know what they are doing," said Allen.
She said the backlog of the call center has gotten worse since the end of session in May. She said DSS phone representatives don't know what to tell people, have no answers and end up re-directing them.
After they are redirected, however, people don't hear back from DSS.
Allen said the Governor and DSS initiated this about three years ago thinking it would make government more effective.
"Well, it obviously has had many failures and it's, you know, hasn't been done right.
DSS has asked for more money, and it already gets more than eight billion dollars from the state.
That's more money than any other government agency in the state, .33 cents to every state tax dollar.
Allen said, "Social Services has publicly admitted they don't function with outcome they function with output. There's no accountability."
DSS did acknowledge problems with its call service. A department spokeswoman today blamed the company currently holding the contract with DSS, YoungWilliam and YoungWilliam.
DSS says a representative should respond within 6 minutes of the call.
The spokesman said the department's focus now is getting YoungWilliam to meet the terms of the contract.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Expect Shrinkage
ContactCenterWorld.com – is the website for the Global Association for Contact Center and Customer Engagement Best Practices. The association has a truly global footprint and supports 170,000 members from enterprises large and small with ideas, information and support tools including best practice awards, conferences and certification. Join today, FREE personal membership available at this link https://www.contactcenterworld.com/register.aspx and start networking and learning best practices. Contact Center World. (www.ContactCenterWorld.com), The Global Association for Contact Center & Customer Engagement Best Practices.
Linqto develops live collaboration software and video mobile apps, including Facebook applications.
Published: Monday, September 29, 2014
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
ConSol Limited is a provider of Contact Centre services, Customer Management Solutions and Business Process Outsourcing (BPO) to the Information Communication Industry in West Africa. ConSol bridges t...
Convergys delivers consistent, quality customer experiences in 58 languages and from more than 150 locations around the globe. We partner with our clients to improve customer loyalty, reduce costs, an...
Maintaining multi-channel customer support via phone, fax, web and email can be a heavy burden for a company to bear. In addition to maintaining a high quality support system that takes advantage of t...