FrontRange™ IP Contact Center Makes the Grade for Greenville County Schools
South Carolina’s largest public school system streamlines help desk operations in three departments, supporting more than 7500 employees. Dublin, CA Monday, January 29, 2007 South Carolina’s largest public school system, Greenville County Schools, recently determined that in order to communicate effectively across more than 95 locations, the various school district departments needed to integrate. Despite balancing community expectations and funding concerns, Greenville aimed to streamline infrastructure, technical support and instructional support departments. The IT department needed a complete overhaul. With three separate areas of the school to support, officials found there was no consistency to call center problem routing and resolution. As a result, customer service suffered. In an effort to streamline call center procedures, Greenville turned to FrontRange Solutions IP Contact Center.After upgrading to high-speed infrastructure, consolidating servers and implementing Voice Over Internet Protocol (VoIP), Greenville chose FrontRange Solutions partner CreekPointe to implement an IP contact center with trouble ticket application HEAT®. One important criterion for the school system was to have a call center application to manage the IT infrastructure with features like identifying inbound callers and an emphasis on first call resolution.
As a result, the technical, instructional and application support departments now operate together. IPCC has increased customer satisfaction by routing calls to the appropriate individual the first time. IPCC performs “data dips” in HEAT to intelligently route callers based on skill sets. Technicians also benefit from automated screen pops that identify callers. In fact, Andy Poston, Manager of ETS Customer Service Desk for Greenville sees improved productivity from screen pops alone. “Screen pops, along with IPCC’s metric reporting, has improved help desk operations across the school system. Before IPCC, Greenville did not have a system in place to track the number of calls or rate of abandonment. We now know that 150 to 200 calls a day come in, and workloads are adjusted accordingly.”
Greenvilleis currently working to implement other IPCC features as well. For example, routing callers to agents with whom the caller last spoke is a goal for the help desk. Greenville is also interested in the feature that allows after-hours callers to automatically open new service tickets that include caller contact information and voicemail attachments within the ticket.
Earlier this year, IPCC was named one of Call Center Magazine’s 2006 Products of the Year for helping “enhance agents’ and call center managers’ productivity, boost sales and/or improve overall customer service.” Every year, the editors of Call Center Magazine, a preeminent publication from CMP Media LLC covering “technologies, services and strategies for contact centers,” seek to recognize “new or existing products that offer a substantial advance as part of an upgrade or new module to an existing product.”
Filed under: Goldmine
